We purchased a roundtrip travel voucher through Expedia.com to provide transportation to and from our hotel when traveling out of the country. We paid in full. They sent a shuttle company to pick us up at the airport but when it came time to leave, the shuttle company failed to pick us up from the hotel.
We arrived 15min prior to departure time, and waited over an hour. We contacted Expedia who could not reach the shuttle company they sold us. Our flight was departing so we took a taxi to the airport. Upon return to home and contacting Expedia, they took weeks to get a response from the shuttle company who then stated that we were marked as a “no show” and Expedia is refusing to refund our money for the transfer to the airport.
We waited for over an hour, spoke with Expedia during the time we were waiting and they themselves stated they were unable to get in contact with the shuttle company. We paid Expedia for a service and they failed to provide it. How would we have been a “no show” if we were calling them after waiting so long? We paid Expedia directly, not the shuttle company.
Expedia.com Response
• Mar 11, 2020
March 11, 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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. & Mrs. ***, Revdex.com case number *** regarding their airport shuttle. We understand that Mr. & Mrs. *** are seeking a full refund for the departure portion of the transfer since the vendor did not pick them up.Our records indicate on January 8, 2020, Mr. or an authorized user of the Expedia account booked two round trip flights on *** departing on January 24, 2020 from ***, NC to Nassau, Bahamas and returning on January 28, 2020 along with a four night hotel reservation at The *** and shared round trip shuttle service, via ***. A confirmation email was emailed to the email address on file, it was
We can confirm on January 28, 2020, the customer called in saying shuttle was not available at the time of pick up so he didn’t pick up the shuttle. Our representative called the vendor and the vendor asked that we send them an email. The vendor call was dropped, the customer was in hurry and didn’t want to wait so he ended the call with asking for refund.
From January 28, 2020 through March 4, 2020, there were numerous emails that were sent between the customer and Expedia; Expedia and the vendor. Expedia emailed the customer advising we were waiting for the vendor to reply to our request. The customer replied back asking for a $199.45 refund. Eventually, we received an email from the vendor that advised they did not pick the customer up from the airport and marked them as a no show but they stated they did transport the customer from the hotel to the airport on the return.
After further review on March 10, 2020, I was able to review the details of the account, emails and the notes. As a courtesy I have issued a refund for half of the cost of the transportation. A refund of $99.73 has been issued to the original card that was charged. The refund will appear in three to seven business days.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities 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 vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I booked airplane tickets through Expedia.com for a family trip to Taiwan departing April 2nd. Due to the coronavirus risk I would like to cancel the trip. I am a full-time physician, and my employer, Hospital for Special Surgery, has issued travel restrictions to Taiwan. If I go, I will be REQUIRED to undergo 14 day quarantine upon my return. Clearly, I do not want to risk infecting myself, my family or jeopardize my patients. I also cannot afford to miss 2 weeks of work due to a mandatory quarantine. I have been in contact with Expedia regarding cancellation of my tickets and they will not waive the $200/ticket penalty because the airline has not yet made travel restrictions between NYC and Taiwan. Please help me resolve this issue so I can cancel this trip. I can provide documentation of the travel restrictions from my employer, Hospital for Special Surgery, if necessary.
Expedia.com Response
• Mar 10, 2020
March 10, 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 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 cancelling her reservation. We understand that Ms. is seeking a full refund due to the coronavirus outbreak.Our records indicate on May 29, 2019 - Ms. *** or an authorized user of the Expedia account booked four round trip flights on *** departing on April 3, 2020 from New York, NY, USA to Taipei, Taiwan and returning on April 12, 2020, via ***. A confirmation email was emailed to the email address on file, it has been opened three times.
We can confirm on February 3, 2020, the customer called in to cancel the reservation due to the corona virus. Our representative was able to check information on the airlines website. The customer would like to cancel and receive a full refund. Our representative contacted the airline and they do not have a policy applicable to the travel.
On February 5, 2020, the customer called in to cancel the flights due to outbreak in China and wants the full refund. Our representative advised the flight can be rescheduled for a later date and tried calling the airline regarding a full refund and the line was disconnected. Expedia emailed the customer advising the airline does not have a policy for cancelling due to the corona virus. Advised the tickets are refundable with a $200 cancellation fee per passenger.
Our records indicate on May 29, 2019, Ms. or an authorized user of the Expedia account booked three round trip flights on *** departing on April 3, 2020 from New York, NY, USA to Taipei, Taiwan and returning on April 12, 2020, via ***. A confirmation email was emailed to the email address on file, it has been opened four times.We can confirm on January 31, 2020, Ms *** called in to cancel due to the corona virus in china. Our representative advised that the normal policy applies since travel is not covered by a flex policy. Ms, *** understood and kept the reservation as is.
On February 5, 2020, the customer called in to cancel the flight due to outbreak in china and wants a full refund. Our representative advised we have the option to reschedule the flight for a later dates but tried to call the airline regarding the refund request and the line disconnected. An email was sent to Ms. advising the ticket could be cancelled for $200.00 cancellation fee, $150.00 no show fee or $100.00 fee for exchanging the ticket.
After further review on March 10, 2020, I was able to review that *** has a policy for the Coronavirus (COVID-19) outbreak. The policy that *** has does not encompass the April 3-12, 2020, travel dates of Ms.. I confirmed the cancellation policy is $200.00 per ticket or their exchange policy is $100.00 per ticket plus any difference in the increase of fare to change the travel dates.
Ms. may contact the Expedia Customer Service Department at 877-227-7481 to requet to cacnel or complete an exchange. She may also review *** website (***) for their updated information related to the corona outbreak.
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 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Mar 10, 2020
Complaint: ***
I am rejecting this response because:*** has made adjustments to their flights to and from Taiwan as a result of the coronavirus, but the time frames listed are for the Summer and Winter. Why should travel to Taiwan during the summer be reimbursable when flights during this epidemic are not? As a physician, I am barred from traveling to Taiwan by my hospital employer, or else I will be subject to a 14 day mandatory quarantine afterwards. If I provide written support for this, I'd like to ask Expedia issue me a refund, or at least a travel credit with Expedia, so I can rebook with them at a later date, and they don't lose the business.
I would like a full refund of my Hotel stay at the *** ordered on Feb 28th. 2020 for travel on April 12, 2020 to April 17th. 2020 Itinerary#***. Travel packages are supposed to be fully refundable for up to 24 hrs. They have fully refunded my friend *** but said they can not refund my trip, I feel lied to. When booking the reservation I put in the search box I would like an all inclusive trip. Then an hour later, after reading the reviews I realized it is not an all inclusive trip. Also if I were to bring my three children I would have to pay for two rooms. This does not work with my budget. When calling the manager she says there is nothing she can do.
I booked a flight on Expedia.com to fly ***. I booked the flight under the name ***, which is the name I have gone by my entire life. I had forgotten that the name on my passport is ***. I called expedia to process a name correction. They charged me $36. They called me back at a later time and told me the airline wanted an additional $800+ dollars to process the name change because there were no more seats available on the flight that was booked. I called the airline directly (after expedia told me not to) and the airline confirmed that they had never asked for any additional money, and that they had sent the updated ticket information to expedia. Expedia never sent it to me and wont release it until an additional $800+ dollars is paid that they claim the airline is requesting. Expedia is trying to scam me out of $800. I have called them more than 5 times to resolve this issue and have been on hold for more than 2.5 hours each time. Expedia Conf number: *** booking number: *** Expedia claim#
Expedia.com Response
• Mar 04, 2020
March 3,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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. Our
records indicate on February 5, 2020, you, or an authorized user of the Expedia
account, self-booked a roundtrip flight ***, traveling from San
Francisco, CA, USA to Rome, Italy, departing on May 31, 2020, returning on June
8, 2020 and flight coverage. At the
time of purchase, the airlines fare rules were provided and accepted. They
stated that the fare selected was nonrefundable. It was further advised that
the name on the ticket must match the travel documents of the passenger
exactly, and that name corrections are not allowed.You
contacted Expedia asking if a name correction, or change, could be provided
from *** to ***. We reached out to the airline and
verified that the correction could be provided, if we could hold the same
identical flights that were on the original ticket, and issue a new ticket in
the correct name. Once issued, the airline was going to allow a waiver to
refund the original nonrefundable ticket minus the fee. The airline required a
copy of your passport with the correct name on it to be sent, and the new
ticket had to be issued in the current fare and classes available.On
February 9, 2020 when you made the request, we verified that the flight was not
available in the same class booking designator and there was a fare difference.
You refused the name correction at the cost required to make the change.
Expedia emailed the airline regardless, to obtain their requirements and
permissions to made the change, should you choose to complete it. On February
11, 2020 we sent you an email to collect the copy of the passport requested by
the airline. We did not receive the documents from you. The airline closed the
request on February 19, 2020 when they did not receive the copy of the
passport, payment, and a new ticket was not issued.Expedia
is a third party intermediary for travel suppliers such as airlines. The terms
and conditions, as well as the pricing and availability of flights, comes from
the airline. Expedia does not have control over the availability of seats or
classes on flights, and does not operate flights. In addition, we are unable to
supersede the authority of the airline. As the information necessary was
provided during booking to be aware of the passenger name requirements and fare
rules, Expedia 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 ***Corporate Correspondence Team
I booked a hotel in Mexico Feb 6 -9 of this year, and upon arrival it was closed and no one answered the door or phone. Over the phone, Expedia agreed to rebook us at a nearby available hotel. Although this nearby hotel cost significantly more, since it was all that was available Expedia agreed to refund the more expensive amount, having already charged us the original hotel price. Upon arrival at the new hotel, they required payment in full on my personal credit card, which I obliged. As requested, I sent receipts to Expedia, though they did not respond. After calling several times, on Feb 14 a representative did confirm that Expedia will refund the full amount and issued me four separate refund receipts via email.
Over 15 days have passed, far more than the required waiting period. When I call my bank, they say there is no such record of the refund. When I call Expedia, they insist they've already sent it to my bank for processing. Neither party can give me any assistance other than advising to call the other party, and both parties agree the normal amount of waiting time has already passed. Meanwhile, I'm losing money to exchange rate fluctuations given the particularly volatile market right now, and need to pay the charges on my credit card out of pocket or be charged interest.
Expedia.com Response
• Mar 15, 2020
March 15, 2020
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.
Our records show on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked a hotel reservation on Expedia’s Mobile App, under itinerary ***. The hotel accommodation was with ***, ***, Mexico for a check in on February 6, 2020 and check out on February 9, 2020, for a total of $164.21. We understand that the Mr. is seeking an additional refund of 13488.68 MXN, as he has not received the deposits.
On February 6, 2020, Mr. contacted Expedia to request assistance with checking into a hotel property. Therefore, we transferred Mr. to our relocations department for accommodation purposes. We contacted the *** to permit Mr. to check-in, honoring his pay at (property) hotel reservation. Regrettably, we were unable to communicate with *** at the time of our call. Furthermore, *** did not bill Mr. as his payment wasn’t collected, due to his inability to check-in.
Upon further review, on February 7, 2020, Mr. or an authorized user of the Expedia account, self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, San Pedro Pochutla, Mexico for a check in on February 6, 2020 and check out on February 9, 2020, for a total of $614.37.
Expedia’s Terms of Use, and the Pay Later definition which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Pay Later definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel.
A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
On February 7, 2020, Mr. contacted Expedia to inform us that the hotel is requesting full payment for his stay. We then advised, Mr. that he selected the payment type that requires collection by the hotel at check-in. It shows, that Mr. then agreed by providing his form of payment to the ***.
Upon receipt of the Revdex.com complaint, on March 15, 2020, to verify the status of the 13,468.68 MXN refund. By using a tool which allows us to determine the status of a transaction, Expedia can confirm that all (four) transactions reflect, " Refunded". In order to validate Mr. missing refunds claim. We respectfully request that Mr., supply Expedia with a credit card statement showing the following dates, "February 13, through March 2, 2020", in PDF format. In addition, Mr. may block out unrelated transactions from his account history. This document can be attached to the Revdex.com complaint, through the website.
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,
Melanie ***
Corporate Customer Service
Customer Response
• Mar 16, 2020
Complaint: ***
I am rejecting this response because:
The business asked me to attach additional documentation.
I have attached the requested statement from my credit card ending in ***, dated March 11 (noted at the bottom of page 3), containing 29 days in the billing period (noted on page 3 under "Interest Charges"), therefore encompassing February 12 through March 11.
Sincerely
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because:
The business asked for more information.
An unknown number contacted me on March 31, 2020 without warning and did not leave a voicemail. If Expedia wishes to communicate with me over the phone, I will be more than happy to answer such a call in the future provided it comes from the same number. I am also attaching the following documents:
1) Statement ending February 11, 2020
2) Statement ending March 11, 2020 (which I have previously attached)
3) List of all account activity from the last statement date through today
My next statement will presumably close on April 11, 2020, and I will be happy to provide that as well, but hope to resolve the issue before then. In the meantime, I can be contacted by phone at the number provided from 8am-8pm Pacific Time every day.
Sincerely
Expedia.com Response
• Apr 06, 2020
April 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered. On April 6, 2020, Expedia contacted Mr. to assist him in speaking with his financial institution to locate the transactions. We discussed the four separate refunds, however, the bank was unable to utilize the identification numbers over the phone. Therefore, *** suggested Mr. visit his local branch to obtain their direct assistance, as our records show that each refund is under, “ Bank Processing”. Expedia provided below a copy of each identification number with the status code,“ Refunded”, from our internal system:Transaction Identification numbers: 1. ***-2,668.68 MXN2. ***-3,600.00 MXN3. ***-3,600.00 MXN4. ***-3,600.00 MXNWe kindly suggest that Mr. coordinate with his local financial institution to find each transaction that is showing, bank processing from our end. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above Expedia cannot to issue another refund for the hotel 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,Melanie *** Corporate Correspondence Team
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have round trip airline tickets booked for Rome on May 20, 2020 with a return on May 27, 2020. I have asked Expedia on three separate occasions to postpone my trip until the corona virus is under control in Italy. Our country has issued a Level 3 and Level 4 warning for travel to Italy; this is an unusual circumstance, and I am a diabetic and more vulnerable than others. I was looking for a credit, not a refund, to travel next year. I am being told that I have to re-book now; which I am not able to do at this time due to scheduling at my husband's job. I am going to be charged $300.00 per ticket (I have 3), and any difference in price for the new travel date. I do have the insurance, which is completely useless. I am now looking for a FULL REFUND, and an explanation as to how they can operate against our government's recommendations.
Expedia.com Response
• Mar 09, 2020
March 9, 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 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. We understand that Ms. is seeking a full refund due to the coronavirus outbreak.Our records indicate on January 27, 2020, Ms. or an authorized user of the Expedia account booked three round trip flights on *** departing on May 20, 2020 from New York, NY, USA to Rome, Italy and returning on May 27, 2020 along with the Flight Protection Plan, via ***.
We can confirm on February 24, 2020, the customer contacted our Social Media Team and requested to postpone the flight until next year due to the coronavirus outbreak. She did not provide any new dates and our representative contacted ***. *** advised that they do not have a flex policy and that the normal policy would apply.
On February 27, 2020, the customer contacted our Social Media Team and stated she would like to cancel due to the coronavirus outbreak. Our representative advised that *** does not have a policy for Italy and that the change fees and penalties would apply per the airline policies. Our representative offered to call the *** to ask if it is possible to keep a credit but Ms. did not agree and stated she would contact her bank.
On March 2, 2020, Expedia emailed Ms. advising that we are still coordinating with *** with regards to her request. Once we get all of the information needed, we will send an update within 72 hours
After further review on March 9, 2020, I was able to review the policy on *** website for the Coronavirus (COVID-19) outbreak. *** policy covers tickets that were issued as of March 5, 2020 with travel dates of February 23, 2020 through April 3, 2020. The fare rules and the rules state a change fee is $300 per ticket plus any increase in fare. I contacted *** and they advised that they do not have a policy that will cover the May travel dates, their current corona policy covers travel dates up to April 8, 2020. *** suggested that the customer keep an eye on their site for updates.
Ms. may contact the Expedia Customer Service Department at 877-227-7481 to complete the exchange. She may also review *** website (***) for their updated information related to the corona outbreak.
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 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Mar 09, 2020
Complaint: ***
I am rejecting this response because: I was never offered an opportunity by Expedia to contact *** about a credit. I was offered a fee of $300.00 per ticket, plus the difference in cost of three tickets, and the opportunity to rebook within two weeks of my original travel. Really? Unless Italy has a personal relationship with God, it is very doubtful that country will be cleared of the Corona Virus in two months. Being a former travel agent, I KNOW that Expedia can refund my tickets due to a world epidemic, but is choosing not too. As a side note, I am a diabetic and advised by the State Department and the CDC that it is not in my best interest to travel to Italy at this time. Also, my husband works in a school district and is not allowed to travel to Italy until next year, or risk a 14 day self-quarantine afterwards. Pretty sad that I am being quoted a business policy during this crisis that was never foreseen by anyone. Italy is basically closed until further notice; what would we do there? The almighty dollar has spoken. We will not be travelling to Italy any time soon. Will you travel to Italy? China? I will also be contacting ***, local ***, etc. I WILL NEVER USE EXPEDIA AGAIN. I WILL MAKE SURE IT IS ALL OVER SOCIAL MEDIA. Good luck to you.
We booked our *** in Manila through Expedia.com confirmation # ***/Itinerary # *** through April 2- April 4, 2020. Unfortunately our *** flight to Manila, Philippines to Atlanta, US was through Seoul/South Korea and it was cancelled. *** had cancelled/reduced its flights to Asia due to Corona virus outbreak. Since we can't travel to Manila, we have requested multiple times for refund from Expedia.com hotel itinerary but had not made any head away with expedia.com.
https://news.
Expedia.com Response
• Mar 06, 2020
March 6, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com,Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request.We have reached the hotel and they have authorized a full refund for Mr.. I have now processed a full refund of $193.83 and Mr. should receive the funds in his account within 3 – 7 business days depending on his financial institution. I would like to remind Mr. this refund was approved by the hotel due to his claim, in the future if the hotel does not approve a refund no amount will be returned.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 so we may assist.Sincerely, Daniel Anderson Corporate Correspondence Team
I was not aware that I booked non refundable hotel travel. Hotel says they would give me a refund, expedia does not want to. I might have lost 400 dollars but expedia and all of these sites lost a customer forever. I hope everyone reading this stops using them.
I made reservations for *** for May 2020 thru Expedia in Sept 2019
Booking *** 5/2/20 to 5/10/20 $656.68
Booking *** 5/12/20 to 5/17/20 $412.87
1113/19 I called Expedia to inquire IF the 2 reservations for May 2020 can be cancelled. Expedia rep told me that they will email me at ***@yahoo.com within 72 hours. I did not receive the email
1/7/20 I called Expedia to find out why the charges are not being credited. I was told that the reservations were not cancellable. I questioned Expedia why they would go forward with cancellation knowing that no refund will be issued. I requested a reinstatement and they claimed that *** did not want to reinstate the reservations. I informed Expedia that when I called in Nov 2019, it was to inquire IF we can still cancel and they did not email me as they stated in Nov 2019. The rep was going to submit a request to listen to the recording on Nov 13, 2019 and will email me in 72 hours. No email was received from Expedia
1/10/20 I called Expedia to inquire about the resolution from my 1/7/20 called. They don’t have any notes from my previous call. I was told that they cancelled it on Dec 16, 2019 after not hearing from me. I told them that I did not receive any letter
1/12/20 I called *** to request a reinstatement for both reservations. They told me that I should contact Expedia since the reservations were thru Expedia. I inquired why there are no options on the reservations, *** did give Expedia to transfer the reservation to another guest of my choice. Expedia did not communicate this to me
1/15/20 I called Expedia, talked to Erika and she will request to review my call from Nov 2019 and will email me within 72 hours of their decision. I mentioned to Erika that Expedia failed to email me from my previous calls and she assured me that I will get an email. I did not get an email from Expedia
It's not fair to put me thru this frustrating calls
Expedia.com Response
• Mar 06, 2020
March 6, 2020
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 a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding two hotel reservations.
Our records show on September 27, 2019, Mrs. self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with ***, Manila, Philippines, for a check in on May 2, 2020, and a check out on May 10, 2020, for a total of $656.68.
Our records indicate that on September 28, 2019, Mrs. self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with ***, Manila, Philippines, for a check in on May 12, 2020, and a check out on May 17, 2020, for a total of $412.87. We understand that Mrs. is seeking a full refund for both hotel reservations, based upon their non-refundable cancellation restrictions.
On November 16, 2019, Mrs. contacted Expedia via email to inquire on obtaining two refunds based on the properties location. We advocated on the customer’s behalf by requesting that the hotel make an exception by authorizing the refunds. Regrettably, Expedia confirmed with the hotel, that the policies selected by Mrs. at the time of booking were non-refundable, and her payment cannot be refunded for any reason.
See the following restrictions emailed to Mrs. after her inquiry:
Date:
16 Nov 2019:09:26 PM
To:
***@yahoo.com
Subject:
*** - Cancellation Waiver Request
Dear ***, We would like to inform you that the hotel did not agree to cancel the reservation without penalty. They will still be charging any applicable penalty in case of cancellation. As a resolution, we can offer to change the name on the reservation to someone who can use it. If this option will not work for you, we suggest that you stick with your original plan as it is more economical for you to use the reservation than to cancel and not be refunded from it. For your reference, we have indicated the cancellation and change policy of your reservation below: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. If you still want to continue with the cancellation, please feel free to reply to this email.
Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which was agreed to by Mrs. at the time of booking, expressly states:
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.
On December 8, 2019, our dispute team made several attempts to reach Mrs. to discuss her two chargebacks. Regrettably, Mrs.’s case remained open until December 16, 2020, at which point Expedia closed/resolved her cases due to no customer response by cancelling her two reservations based on the credits issued to her by Mrs.’s financial institution for $656.68 and $412.87.
On January 9 through January 21, 2020, Mrs. contacted Expedia to request either a refund or a reinstatement for the two hotel reservations. We then reached out to *** to authorize to refund or reinstate her bookings. The hotel denied our requests, stating that the reservations are non-refundable and cannot be reinstated per the policy listed below:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason,
Your payment will not be refunded.
Based on the above, Expedia is unable to honor Mrs. refund requests, as she filed disputes with her financial institution. Thus, we cannot further assist with this matter until she can supply a copy of the closed disputes and the final results. She may attach this requested documentation to the Revdex.com complaint for review.
Sincerely,
Melanie ***
Corporate Correspondence Team
Customer Response
• Mar 17, 2020
Dear Revdex.com,
Please re-open my complaint. I have not been feeling well and could not reply timely.
I read Expedia's response and their statement and details are incorrect. When I called in Nov 2019 it was to inquire IF I can cancel my May 2020 reservations. I did not receive any emails from Expedia. Expedia has both my emails and phone number on file (***). What attempts did they make? thru an email that they did not get a response from the claim email on 11/16/2019. Expedia did not try hard to reach me and made a decision on my behalf.
I am asking for Expedia to admit their lack of communication and for having representative that did not comprehend what I was calling for in Nov 2019. They did not attempt to resolve the issue with me.
I am 76 yrs old and have a limited source of income. The 2 charges that Expedia refused to refund has a heavy impact on me.
I ask for consideration since my May trip is being cancelled due to CORONA virus that is happening globally. I hope that Expedia will have sympathy on the situation.
Sincerely,
***
Residence of California
Customer Response
• Apr 01, 2020
Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
Complaint #***
Per Expedia's request - please see attached statement from ***.
A credit of 412.87 was issued on 2/10/20
The only outstanding charge on *** is 656.68
Please let me know if you have any questions or need any additional information.
Thank you
Expedia.com Response
• Apr 03, 2020
April 3, 2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/ or resolution offered.On March 6, 2020, Expedia contacted the *** to advocate on the customer’s behalf in requesting authorizations to refund, Mrs. . We received two approval’s to refund for both hotel accommodations disputed by Mrs.. Regrettably, Expedia was unable to process either refund prior to confirming that both disputes were reversed.On April 3, 2020, Expedia confirmed from Mrs.’s statement, the charge of $412.87, was honored/credited by her financial institution. However, the second charge of $656.58, was reversed by the same institution. Therefore, Expedia contacted with Ms., to discuss the $656.58, as a permanent charge. After our discussion, with Ms., Expedia processed a refund of $656.58, back to her original form of payment. The time it takes for the refund to post depends upon her bank, however, it may take up to 30 days to deposit.Based on the above, Expedia is unable to honor Mrs. complete refund request since $412.87, was credited by her financial institution.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie Adams Corporate Correspondence Team
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
Expedia uses deceptive marketing practices when selling its Travel Insurance. I filed a claim, they will not allow you to use your airline credits toward a bundled future trip - this means you can't take advantage of the VERY REASON why you bought through Expedia in the first place. You can only use the airline credit toward UN-BUNDLED travel - this negates the discounts you receive, rending the credit totally useless.
Expedia is using deceptive practices - the bundled travel costs are the very core of Expedia business. I have contacted them many times and the have a purposeful approach toward complaints - put you on hold until you give up.
Expedia.com Response
• Mar 09, 2020
March 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 flight credit. We understand *** is requesting a refund, or
change to his credit.Our
records indicate on June 20, 2019, ***, or a person authorized for
the Expedia account, booked a package including combined one way flights,
traveling from Boston, MA, USA to Cancun, Mexico, departing on November 11,
2019 with *** Airlines, returning on November 19, 2019 with *** Airlines,
eight nights with the ***e, and vacation waiver coverage. The terms
and conditions for the items stated that the hotel reservation was refundable
until November 7, 2019. The vacation waiver coverage was refundable during the
10 day look period with no claims made. The *** Airlines flights were
nonrefundable with no changes allowed. The *** flights were nonrefundable,
but allowed changes with limitations and restrictions.The vacation
waiver coverage provided a refund for change or cancelation penalties. It did
not provide a refund in place of credit provided by airlines for flight
purchases.The
customer canceled their items and received a full refund for the hotel and the
*** Airlines flights in the amounts of $2162.91, and $428.86, respectively. The
vacation waiver coverage was outside the look period, and was also considered
used as it provided coverage for the *** Airlines cancelation fees. The ***
*** flights became a credit of $330.74 per passenger with ***, that is
valid for flights with *** booked by June 19, 2020, for the same
passengers. If the
flight credits are used, change fees must be paid to the airline. Once paid,
the vacation waiver coverage can reimburse the change fee costs.As the website
advised at the time of purchase that the vacation coverage covers change fees
but not airline credits, compensation is not available. The same terms were available
to review during the look period while the coverage was refundable. 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 ***Corporate Correspondence Team
Customer Response
• Mar 17, 2020
I am writing in regards to a recent complaint I filed with the Revdex.com - complaint # ***. Revdex.com did not give me enough time to reply and closed the complaint. Well, I am still complaining. On March 1, 2020 I complained to the Revdex.com about Expedia. On March 9, 2020 the Revdex.com replied to me with Expedia's standard 'boilerplate' response...basically telling me to jump into the lake. I am not going to stand for this. Expedia offers deceptive practices when they sell their travel insurance - and they are 100% aware of it. My complaint is severe and impacts millions of people - none of us have the financial ability to fight Expedia. We depend on the Revdex.com to help out - I need your assistance to raise this. I am going to restate my complaint so the Revdex.com has a chance to do right be me. Fight Expedia. Do your job. I had an expensive vacation booked through Expedia. Itinerary # *** Here is the problem - Expedia uses deceptive practices while selling trip insurance. And their bogus standard response, written by a team of lawyers, does not change a thing. It is still deceptive, calculating, and manipulative. They sell travel insurance - and know ahead of time that it is a rip off. But they make money from it, nobody will stop them, and consumers continue to get shafted. - travel insurance is bought in good faith to protect in case something comes up - Expedia travel insurance is a scam - Expedia SELLS BUNDLED PACKAGES - it is Expedia's bread and butter - Upon needing to use the travel insurance - when rebooking - EXPEDIA DOES NOT HONOR BUNDLED PRICING Expedia KNOWS 100% that the consumer gets screwed by this policy - and will MOST LIKELY NEVER USE THEIR CREDIT. THE COST OF UNBUNDLED TRIPS FAR EXCEEDS THE COST OF THE TRAVEL INSURANCE. Revdex.com - do you your job!!!!!!!!
I want Expedia to do what is right. - better explain the fraudulent practices to consumers - or change them outright - give me the ability to rebook for a BUNDLED trip
Expedia.com Response
• Mar 24, 2020
March 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint from *** (Revdex.com case number ***).Mr.
stated: …Expedia
uses deceptive practices while selling trip insurance. And their bogus standard
response, written by a team of lawyers, does not change a thing. It is still
deceptive, calculating, and manipulative. They sell travel insurance - and know
ahead of time that it is a rip off…Expedia
does not use deceptive practices. We understand that items may or may not meet
a person’s individual needs at a specific time. We offer items available from
vendors and the vendor’s terms for the items, so that consumers may review them
together, to make an informed decision for their preferences. At the
time of booking the terms and conditions provided for the items, and the website
Terms of Use, advised that the flights selected by the purchaser, were being
purchased from the airline directly. All flight purchases with an airline follow
the terms of the fare rules for the airfare selected, in allowance of credit,
or no credit, for validity period, and cost of fees, or fees due. Expedia does
not write terms and conditions of items offered by airlines, or operate airlines.
The flights purchased allowed for credit with the airline.The
vacation waiver coverage purchased clearly stated that for cancelation prior to
travel, with airfare, it would cover any change or cancelation penalties. It further
stated that compensation is not available in place of flight credits.If Mr.
*** can advise what terms led him to believe that it would provide
compensation where credit is available with the airline at the time of purchase
we would be glad to further explain as needed. However, Expedia will not be
able to provide compensation for dissatisfaction with items terms and
conditions provided.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 ***Corporate Correspondence Team
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because:
Expedia is a corporate giant that takes advantage of people by NOT CLEARLY STATING THAT TRAVEL INSURANCE DOES NOT COVER BUNDLED PACKAGES.
This is simple. By not allowing credits to be used toward bundled vacations - Travel Insurance is worth nothing.
Clearly, Expedia makes money by selling Travel Insurance, waiting for people to cancel...then knowing that the credits will not be used. If I use the credit offered to me I LOSE MONEY.
This is corportate fraud - I want Expedia to allow me to use my credit toward a bundled vacation.
Expedia needs to stop the fraud. Stop the lauging behind consumers backs. I totally reject what Expedia is saying. And, they know 100% that I am correct. I am not going away - I will amplify my social media platforms to raise awereness of this junk.
On Jan 18 we booked 2 room with breakfast in 1 reservation on Expedia.com. The hotel name was *** Hotel. The booking page shows that for each room it was $105.64, and together it was $211.28.
Since I wanted to use my $200 coupon, I logged in and redeemed the $200 coupon. I should be paying the remaining $11.28. As the booking proceeds, I can see that the coupon is applied and that I have to pay $36.66. I thought it was a calculation mistake so I called Expedia and they tried the same booking over the phone and confirmed with me the remaining is $11.28 so I can just proceed, and if I got the bank statement saying the transaction was $36.66 then I can submit the statement for the extra to be refunded. The confirmation number given for the $211.28 booking page was ***.
However I recently got the statement and the fee they charged is $184.82. I called them and they say the coupon only covers the room price. They also mentioned that the total increased from $211.28 to $314.98 after the booking was made, but they cannot explain why the price was not shown in the booking page. They also cannot explain why the $200 coupon applied but the total charged to my card was $184.82, which makes the total charged to $384.82.
Above from that, the hotel also told us that there were only 1 breakfast per room included. We have 4 people in 2 rooms but there were only 2 breakfast. This means we need to pay for 2 person if we eat there. 2 of us finally choose not to eat there and have breakfast somewhere else. We feel extremely disappointed for this booking.
Expedia.com Response
• Mar 09, 2020
March 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 . We understand *** is requesting a refund.Our
records indicate on January 18, 2020, ***, or a person authorized for
the Expedia account, booked two rooms for one night with the ***
Hotel. We
reviewed the booking information. The pricing of each room was $157.49. The
amount breaks down to $130.16 for the base rate, and $27.33 for the Taxes and
Fees. The total cost would have been $314.98. During the booking process the
customer returned to an earlier page and the coupon removed from the billing
details; however, the coupon did apply after check out and only reduced the
base rate of one room.The
coupon terms and conditions stated that it covers the base rate and not the
taxes. It balance should have applied to the second room. We apologize for any inconvenience
regarding the coupon or the breakfast information that the customer reviewed. We
refunded the balance due on the coupon in the amount of $69.14. We also
refunded the amount of $63.00 that was requested for breakfast. The refund time
frame varies based on the processing time of the credit card company.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Mar 12, 2020
Complaint: ***
I am rejecting this response because:
I uploaded a screenshot for the hotel booking page before applying the coupon for our reservation. From the checkout page it shows that the price for each room was $87.31 and the tax was $18.33. The total for 2 rooms was $211.28.
Instead of charging remaining $11.28 after coupon, my card was charged for extra $184.82. Now that we have got the refund of $69.14, please refund the remaining $115.68.
Regarding this issue, we have already spent over 3.75 hours on the phone including the 67 minutes roaming call from Japan while we were in the hotel. The customer service hotline was really not helpful, especially for those in India. We hope the company can improve their call center.
Sincerely
Expedia.com Response
• Mar 16, 2020
March 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 additional comments from *** (Revdex.com case number ***).As
previously advised, we reviewed the booking data from the time the reservation
was booked. It showed that the rooms were $314.98 in total for both rooms, for
the night booked. After the coupon was applied the app showed the total due would
be $130.16.Previously
we did not mention that at the time of check out an error message was provided
to the customer to let them know that their billing information needed to be
corrected.After
they corrected the information the charges that were advised did match what was
paid at the time of check out, and the customer did agree to the total that was
paid. Although
the total amount paid was agreed to, we refunded the customer based on the
total that would have been paid if the purchase had gone through on the first
attempt, and back buttons had not been utilized. No further refund can be
provided.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 ***Corporate Correspondence Team
Customer Response
• Mar 18, 2020
Complaint: ***
I am rejecting this response because:
Expedia failed to display the correct amount being charged during checkout. Our checkout page did show that the total charge was $211.28 and the screenshot is able to verify the date and cost. You indication of changing of billing information is just because there was an input error for the credit card expire date, but that does not means a price change happened. Billing information change does not indicate a change in price and therefore Expedia’s respond is irrelevant. Should there be a change in price they should display a warning and the new price. However, even after the billing information change, which is the credit card expiration being corrected, the page still shown that we have to pay the remaining tax but not the amount Expedia charged. Expedia charged an amount which cannot be reasonably calculated using both the original amount or the amount they proposed. We request Expedia return us the remaining, whereas the portion paid by credit card refund back to the card and the portion paid by coupon we can accept a coupon or discount code. We hope Expedia can rectify the checkout issue. Thanks.
I booked a room from expedia on Feb 9. But since I felt uncomfortable so I cannot get on the airplane. I start to consider should I cancel my trip or not. At the moment, an addtional thing happend. School sent us an e-mail about virus and suggested everyone do not go out in the evening on Feb 27. So I decided to cancel my trip. But, unfortunately, the avaible refunding date is due Feb 26.
I called expedia services and hotel on Feb 27-28 many times. The hotel reservation depaterment said they totally understand and agree my demand. But they said I should contact third-part company. So I called expedia. And expedia services claims that they asked hotel but hotel refused my requirment to refund.
This is strange because hotel they already agreed. I missed my chance on Feb 26 by accidental situation.
Here is my trip information:
*** (total amount $542.62).
check in Sat, Feb 29 - check out Mon, Mar 2.
expedia Itinarary #***
My name: ***
My phone ***
My e-mail: ***
PS. I have the airline reservation and health center recipet if you need.
Expedia.com Response
• Mar 03, 2020
March 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from Mr. . Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request. On February 9, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $542.62. Mr. mentions the he contacted the hotel and they authorized a full refund. Mr. is requesting a full refund of the amount paid, a total of $542.62.After reviewing Mr.’s case we can confirm Mr. contacted Expedia on February 27, 2020, and an agent contacted the hotel who did not respond to our inquiry. After further review we were able to confirm the reservation was not refundable as of February 26, 2020. Mr. was informed no amount would be refunded. As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.SUPPLIER RULES AND RESTRICTIONSYou 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. LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. .Expedia has reviewed all of the customer’s concerns. We contacted the hotel to inquire on this case and advocated on Mr.’s behalf. The hotel has not authorized a refund. We have determined no refund can be provided to our customer.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.Sincerely,Daniel ACustomer Correspondence Team
Customer Response
• Mar 04, 2020
Complaint: ***
I am rejecting this response because: The policy which customers can only cancel and get refund before 3 days the check-in day is totally unfair. I didn't even know I can not get on board. How could I make decision before 3 days. If they insist 3 days policy is good, why there is no any reminder to remind me I was going to miss my chance to refund. They desiged that I can only find this policy inside very complicate options of app with unclear font. Could you please try to see that if it highlight to see or not.
The hotel got 3.3/5 with 2317 reviews. Of course they chande their mind so quickly. Hotels and entrepreneurs loss nothing but customers bear all financial loss. I clicked the cancel button on evening Feb 27. I didnot occupy their chance to get another customer. The expedia customer service even said whatever when I claimed I will call Revdex.com.
Have you ever tried use phone to call this hotel or expedia? I called them over 10 times. The answering rate of front desk is 20%. I thought front desk servicing time is 24 hours seems I was wrong. I called them on morning, afternoon and evening. But no one pick up my calling many times, which inclued expedia.
Please, my request is simple and I have strongle reasonable reasons. But they only care about business.
I can't begin to say how happy I am with expedia.....had to cancel a trip due to corona virus and my parents compromised immune systems.....they got me refunds for nearly every penny....yippeee
I am writing to express my deepest concern over the extremely horrible experience with your Expedia Website and your Customer Service Center on 02/28/2020. I was booking travel through your website for roundtrip travel from Raleigh, NC to Indianapolis, IN. The dates of travel was 03/20/2020 – 03/22/2020. I attempted to book the airline and the car rental which can to approximately $410 and change. One of the payment methods were monthly payments and I selected that option which immediately to me to the *** Website which I selected how many months I wished to make payments and paid my deposit of $61 and change. Once that was completed, the *** Website redirected me back to the Expedia Website to complete the reservation only for the Expedia Website to timeout and an error message appeared which ultimately meant I had resubmit all again since my last reservation request did not complete on the Expedia Website.
I was stunned and very upset because now I had money in the game to which I could no get back. I called Expedia to see if they could access what I had done and they noted, “We do not show any upcoming trips.” I said the request did not complete can you pull up where all left off to get that to complete and the agent and supervisor refused to help and said that the issue is an *** issue since they took my money. In fact, the agent noted that Expedia does not work with or know who *** is and doing monthly payment is NEVER an option with Expedia. I became irate because the Expedia website clearly shows that they work with ***. The agent and the supervisor hung up and left me in the high and dry with an I do not care to help you.
I say all of this because this was completely insane at its best. I feel very much taken advantage off and frauded against by Expedia. Never would I think a company that is suppose to be customer service oriented would be this unprofessional and horrible to work with.
Expedia.com Response
• Mar 05, 2020
March 5, 2020Revdex.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 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 flight reservation. We understand that Mr. is requesting Expedia to pay for his next airline cost.
Our records indicate on February 27, 2020, Mr. or an authorized user of the Expedia account attempted to book a round trip flight, departing March 22, 2020, from Raleigh, NC to Indianapolis, IN and returning on March 22, 2020.
On February 28, 2020, Mr. logged into his account and tried to locate the reservation under “My Trips” upcoming. My Trips advised there were no upcoming trips and history only showed a hotel reservation from October 26, 2012.
After further review on March 5, 2020, I was able to verify in our back-office system that Mr. attempted to create a flight reservation and chose ***. The system errored out and the reservation was never completed, no itinerary was created and no confirmation email was ever sent. It is possible that there is an amount in question against Mr. financial account. If Mr. question an amount, it is possible that the amount could have been held as an authorization and not a charge. If his account was charged, Expedia requires a pdf of the bank statement showing the charge. Upon receiving the bank statement we would investigate further.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities 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 vendors.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia will not be able to pay for the next airline cost. 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.
On 2/24/2020 at 10 PM , I purchased a flight ticket (Itinerary # ***) at expedia.com. On 2/25/2020 at 4 PM, I purchased a new ticket (Itinerary # ***). Thus, there was no reason to keep # ***, and so I cancelled it within 24 hour-window (no penalty fee).
On 2/26/2020 6AM, I found Itinerary # *** was NOT cancelled. I tried to cancel it on expedia.com, but I continued to get “SORRY! Our site is currently unavailable” and “How to cancel your flight. Sorry, we had a technical glitch on our end and could not cancel your flight. …..” messages (I do have screen-shots).
Then, I called expedia.com customer service three times from 8:45AM to 10:20PM. And each call lasted about 30min. I talked to four operators.
On the first call, the customer person (male operator) said that he couldn’t find any evidence or system error on their side regarding my cancellation of the flight. So he couldn’t do anything but raising the issue.
A next operator Sia offered *** airline CREDIT worth $2,697.95, which would expire in one (or two?) year. I didn’t accept it but demanded cancellation of the whole flight and full refund. She then LIED that this ticket is NON-refundable. I had a chance talk to her supervisor JULIE after over 10 min waiting, but she couldn’t address my demand that I need to get the cancellation of this ticket done right at the very moment because my next flight will be leaving at 11:20 AM and I will be in a foreign country for the next three weeks.
Because the “tickets are refundable with a penalty fee of $350.00”, at 9:43 AM, I called Expedia representative, asked her to cancel the flight and for a refund after $350.00 penalty. She asked me for two or three minutes to complete cancellation and a refund. However, 40 minutes later at 10:25 AM, she couldn’t cancel the flight.
As of 9:55 PM 2/26/2020, Itinerary # *** is still NOT Cancelled. And the “Cancel flight’ link for this trip at expedia.com is NOT working.
Expedia.com Response
• Mar 05, 2020
March
5, 2020Revdex.com E.com
- Alaska, 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 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 flight reservation. Our
records indicate that on February 24, 2020, Mr., or an authorized user of
his account, self-booked
a flight reservation on Expedia.com, under itinerary ***. Travel was
with ***, departing on February 27, 2020, returning on March 18, 2020, from
St. Louis, MO, United States to Seoul, South Korea. We understand Mr. is
requesting to cancel his flight reservation, with a full refund. Upon receipt of the complaint, we can confirm that Mr.’s issue has been resolved on February
27, 2019. Mr.’s flight reservation was cancelled, as requested and a full
refund was processed for the cancellation. Again,
we thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I recently made a reservation for friends via Expedia.com to stay at a private unit at the *** Hotel. The accommodation was in such a bad condition that the family could not stay there after its long flight from Brasil. These are some of the things that were witnessed by the occupants: 1)The living quarters had a steel knife laying in the middle of the couch 2) The bed was not made in the premises and it appeared to have stains on it as well as appeared to be occupied by another guest 3) Everything was messy and there were dishes left dirty in the sink as well as a trash bag that made the unit smell. I took several photos of the apartment and have a video showing everything I have mentioned herein. I contacted Expedia directly to make the customer services personnel aware of the situation and also let them know that we were worried that whoever was occupying the unit may return in the middle of the night and there were strong safety concerns because the party was traveling with a 7 years old girl and none of them speak English. The customer service agents at Expedia did not offer any solutions and just admittedly and stated that they did not have any responsibility for the condition of the room and could not determine whether it was being occupied or not. The family did not have any other options than renting another room in the same hotel at a higher price for a downgraded room because of the lack of competence and professionalism of Expedia. I made a claim to Expedia via *** bank but it was denied because the Expedia refund policy stated that there is no refund regardless of the situation even if the unit is being occupied by another party. They did not make any exceptions even though the circumstances warranted that they should. I would like and apology and a refund for the hardship that this family had to endure due to pure negligence on behalf of Expedia.
Expedia.com Response
• Mar 02, 2020
March 2, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request.
On November 29, 2019, the customer or an authorized user self-booked a room reservation via itinerary number ***. The total amount paid for the reservation was USD$790.51. We understand from Mr.’s complaint upon the guests arrival they were able to see the room was not properly cleaned. Mr. mentions they decided not to stay at the property and paid for another reservation elsewhere. Mr. is requesting a full refund.
After researching this case I have confirmed that the property owner did not authorize a refund of any amount. The authorized user booked a non-refundable room reservation. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the owner of the property. On the same day the guests decided not to stay at the room location mentioning that it seemed as if someone was staying in the room due to the room not being clean. Mr. was informed by email that no refund would be provided.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel or property owner. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
Expedia has reviewed all of the customer’s concerns. We contacted the property owner multiple times inquiring on this case and advocated on Mr.’s behalf. A refund was not authorized. We have determined no refund will be provided since Mr. or an authorized user accepted the terms before completing the booking.
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 by phone.
On November 11, 2020 an agent from Expedia, Inc. assisted me in booking a package reservation for a trip to Florence, Italy departing on Tuesday March 3, 2020 from Miami, Florida (with a stop in Lisbon, Portugal) and returning on Tuesday March 10, 2020 from Florence, Italy to Miami, Florida (with a 19 hour layover in Lisbon, Portugal). The package includes a hotel stay from March 4th to March 10th at the *** in Florence, Italy located at: ***, *** Italy via itinerary No: ***.
As of today, I have contacted Expedia on several occasions to change or cancel my reservations in the wake of the coronavirus outbreak in Italy. As of today, the US department of state has issued a travel warning for those wishing to travel to Italy and it is not safe as there are many health risks including current disease outbreaks and disruption to Italy's medical infrastructure, are present.
Expedia.com Response
• Mar 05, 2020
March
5, 2020Revdex.com E.com
- Alaska, 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 time to
address the comments and concerns brought to our attention. Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a package reservation. Our
records indicate that on November 11, 2020, Ms., or an authorized user
of Mr. ***’s account, self-booked a package reservation on
Expedia.com, under itinerary ***. Travel was with ***,
departing on March 3, 2020, returning on March 10, 2020, from Miami, FL, United
States to Florence, Italy. The hotel reservation was for the ***, with a check-in date of March 4, 2020, and a check-out date of
March 10, 2020. We understand Ms. is requesting to cancel the
reservation with a full refund, due to the ongoing Coronavirus safety issue. Upon
receipt of the complaint, we can confirm that Ms.’s issue has been
resolved on March 2, 2020. Again,
we thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Erika
***Corporate
Correspondence Team
I tried to place an order online at expedia. I did not get confirmation and site froze. I was then charged for attempted booking. Call did not help.
On 2/2 2020 I attempted to place an order on expedia.com for a hotel for a stay in Orlando. At this time It took me to *** to hold until the order was processed/completed. It went back to site, did not process said to try order again. Same thing, did not process. At this time I called expedia for booking, let them know I had attempted to order twice online and they stated that it was just a hold and that it would fall off since it was pending and not processed. I gave them my debit information and they placed an order (itenerary # *** and no other confirmation numbers were sent. I was then charged for all 3 attempts/purchases. I called on Monday to clarify the situation and they all told me to go to other company for refund. I placed a dispute with ***, called hotel directly and expedia and they said they would call back and none would. Talked to Amanda from Orlando from expedia and she left me a message she would look into it and get back to me, I have yet to hear back. Mike (who I booked with and was directed to at hotel for complaint) stated that I needed to talk to ***. When I disputed with *** they were told I recieved the service- which I did not through which they were authorized for payment. I incrued several overdraft fees as a result of this and would like my money and over draft fees reimbursed. I want the one reservation that I requested and all of this headache to be over.
Expedia.com Response
• Mar 08, 2020
March 8, 2020Revdex.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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund of her hotel reservation as she incurred a duplicate booking.
Our records indicate that on February 2, 2020, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation on Expedia’s website, under itinerary *** at the ***, Orlando, Fl. for
check-in April 7, 2020 and check-out on April 8, 2020.
Our records indicate that on February 2, 2020, Ms., or an authorized user of his Expedia account, agent-booked a hotel reservation on Expedia’s website, under itinerary *** at the ***, Orlando, Fl.
for check-in April 7, 2020 and check-out on April 8, 2020.
Upon review, we contacted the hotel on Ms. behalf, to request for a refund since this was considered a duplicate reservation however, they denied the refund.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor
provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.
We sincerely apologize for all the inconvenience you have experienced. Please be assured that the entire team at Expedia is dedicated not only to provide the most efficient, user friendly, and accurate travel application, but also to the highest standards of
support for our members.
We verified there was a site error on itinerary *** and processed a full refund back to the original credit card. Typically the refund takes between 7-10 business days to return back to their financial institution. We are requesting a copy of Ms.
*** bank statement to verify the overdraft fees for reimbursement.
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’ve book a ticket through expedia.com to travel on March 14-April 18 from ***, Layover to Incheon South Korea then Manila Philippines.
The problem is The US government imposed a High Level 3 alert warning not to travel to South Korea due to the danger, health and safety issue of the CoVid19 aka corona virus.
Warning - Level 3, Avoid Nonessential Travel—Widespread Community Transmission
https://travel.state.gov/content/travel/en/traveladvisories/traveladvisories/sou...⇄ />
Please check on the warnings by the CDC and State Gov on the links provided as proof.
I’m asking Expedia and *** to cancel our flights and give us a full refund of our tickets due to the high risks and danger to Travel to South Korea.
They are not willing to help or give a full refund, what they wanted to do is to impose charges and penalties. They’re willing to let all the passengers travel to South Korea when there’s a Hiigh Level 3 alert not to travel in the area.
I’ve been calling them for the pass 3 days and not getting any help to solve the problem but just a run around and excuses. Kindly Please help us out concerning this matter.
Also I don’t think that expedia and their travel helpdesks; supervisors and managers doesn’t know what to do or say when there’s a travel alert issued by cdc or stategov. They have no alternative plans to say or help out passengers complaining regarding this type of health issue.
I’ll provide our itineraries
***
Airline confirmation code ***
Ticket Number ***
Traveler: ***
***
Airline Confirmation Code ***
Ticket Number ***
Traveler:
Expedia.com Response
• Mar 09, 2020
March 9, 2020Revdex.comAlaska, Oregon & Western *** 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 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 flight reservation. We understand Mr. is requesting a full refund for his flight reservation as the airlines incurred an airline-initiated schedule change due to the Coronavirus Virus.
Our records indicate that on February 9, 2020, Mr., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel on *** departing April 19, 2020 from ***, *** to Seoul, South Korea and returning May 10, 2020 with added Travel Protection Flight Protection Plan.
After further researching this matter we have confirmed with ***’s policy the reservation can only be exchanged not refunded. In order to provide a full refund, we must follow the guidelines of the airlines. If the reservation covered the affected region, states, cites such as, KE international flights traveling to/from China; to include Hong Kong, Taipei, and Mainland China then the flight would have been covered.The services provided by Expedia to Mr. are that of a third party booking agent, the airline; in this case ***, is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for Mr.’s purchase, the customer will also see the airlines name in the transaction information of her credit card statement. We understand Mr.’s frustration and wish we can do more however; we need to comply with the rules and restrictions of ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by you at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Expedia refusing to refund my money for at trip that is canceled we payed insurance for. This is fraud.
Expedia.com Response
• Mar 04, 2020
March 4, 2020Revdex.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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. Jordan ***, Revdex.com case number *** regarding the flight reservation. We understand that Mr. is requesting an refund of $1000.00 for his flight reservation that he cancelled because he had flight protection.Our records indicate that on February 6, 2020, Mr. or an authorized user of the Expedia account booked one multiple destination flight on ***, departing February 29, 2020, from Fort Lauderdale, FL, USA to Zurich, Switzerland and returning on March 10, 2020, from Frankfurt, Germany to Fort Lauderdale, FL; along with the Flight Protection Plan, via ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 27, 2020, the customer called in to cancel the reservation due to the corona virus. Our representative advised him of the policy and protection policy and the customer asked that the reservation be cancelled and then asked for a supervisor. The call was taken over by a Supervisor and the customer was made aware of the protection but he was not okay with it. The supervisor explained that there was no flexible policies with airline and advised that their normal cancellation policy applied. The Supervisor noted that there was no refund nor credit option for this itinerary *** or ***. Mr. asked for a confirmation of the cancellation since the insurance provider asked for it. Mr. advised that he accidentally canceled the protection on itinerary *** and the Supervisor explained there is no way for us to reinstated that. He was going to call the provider of the protection directly for further assistance. Our representative called *** and they advised that they have no exceptions nor flex policy and that they are still operating so the ticket value would be a lost value. They advised if updates come out later the customer could try and submit a refund request but there are no guarantees.
After further review on March 4, 2020, I have been able to verify the details of the reservation and confirmation email. I verified the airline’s record was cancelled on February 27, 2020. I reviewed the reservation being created with our back-office system and was able to verify that the Flight Protection was chosen but the details were not reviewed. The Flight Protection protects travelers for covered reasons. Our partner *** requires a claim to be filed or that they are contacted at *** ESP: *** Intl: ***.
The Flight Protection appeared as follows on the confirmation itinerary:
Flight Protection PlanSat, Feb 29 - Wed, Mar 11Itin # ***Policy # ***You have purchased the travel protection plan. Please refer to your itinerary number when calling to ask or file a claim.
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. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the above we would not be able to honor a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
We purchased a roundtrip travel voucher through Expedia.com to provide transportation to and from our hotel when traveling out of the country. We paid in full. They sent a shuttle company to pick us up at the airport but when it came time to leave, the shuttle company failed to pick us up from the hotel.
We arrived 15min prior to departure time, and waited over an hour. We contacted Expedia who could not reach the shuttle company they sold us. Our flight was departing so we took a taxi to the airport. Upon return to home and contacting Expedia, they took weeks to get a response from the shuttle company who then stated that we were marked as a “no show” and Expedia is refusing to refund our money for the transfer to the airport.
We waited for over an hour, spoke with Expedia during the time we were waiting and they themselves stated they were unable to get in contact with the shuttle company. We paid Expedia for a service and they failed to provide it. How would we have been a “no show” if we were calling them after waiting so long? We paid Expedia directly, not the shuttle company.
March 11, 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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. & Mrs. ***, Revdex.com case number *** regarding their airport shuttle. We understand that Mr. & Mrs. *** are seeking a full refund for the departure portion of the transfer since the vendor did not pick them up.Our records indicate on January 8, 2020, Mr. or an authorized user of the Expedia account booked two round trip flights on *** departing on January 24, 2020 from ***, NC to Nassau, Bahamas and returning on January 28, 2020 along with a four night hotel reservation at The *** and shared round trip shuttle service, via ***. A confirmation email was emailed to the email address on file, it was
We can confirm on January 28, 2020, the customer called in saying shuttle was not available at the time of pick up so he didn’t pick up the shuttle. Our representative called the vendor and the vendor asked that we send them an email. The vendor call was dropped, the customer was in hurry and didn’t want to wait so he ended the call with asking for refund.
From January 28, 2020 through March 4, 2020, there were numerous emails that were sent between the customer and Expedia; Expedia and the vendor. Expedia emailed the customer advising we were waiting for the vendor to reply to our request. The customer replied back asking for a $199.45 refund. Eventually, we received an email from the vendor that advised they did not pick the customer up from the airport and marked them as a no show but they stated they did transport the customer from the hotel to the airport on the return.
After further review on March 10, 2020, I was able to review the details of the account, emails and the notes. As a courtesy I have issued a refund for half of the cost of the transportation. A refund of $99.73 has been issued to the original card that was charged. The refund will appear in three to seven business days.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities 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 vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I booked airplane tickets through Expedia.com for a family trip to Taiwan departing April 2nd. Due to the coronavirus risk I would like to cancel the trip. I am a full-time physician, and my employer, Hospital for Special Surgery, has issued travel restrictions to Taiwan. If I go, I will be REQUIRED to undergo 14 day quarantine upon my return. Clearly, I do not want to risk infecting myself, my family or jeopardize my patients. I also cannot afford to miss 2 weeks of work due to a mandatory quarantine. I have been in contact with Expedia regarding cancellation of my tickets and they will not waive the $200/ticket penalty because the airline has not yet made travel restrictions between NYC and Taiwan. Please help me resolve this issue so I can cancel this trip. I can provide documentation of the travel restrictions from my employer, Hospital for Special Surgery, if necessary.
March 10, 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 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 cancelling her reservation. We understand that Ms. is seeking a full refund due to the coronavirus outbreak.Our records indicate on May 29, 2019 - Ms. *** or an authorized user of the Expedia account booked four round trip flights on *** departing on April 3, 2020 from New York, NY, USA to Taipei, Taiwan and returning on April 12, 2020, via ***. A confirmation email was emailed to the email address on file, it has been opened three times.
We can confirm on February 3, 2020, the customer called in to cancel the reservation due to the corona virus. Our representative was able to check information on the airlines website. The customer would like to cancel and receive a full refund. Our representative contacted the airline and they do not have a policy applicable to the travel.
On February 5, 2020, the customer called in to cancel the flights due to outbreak in China and wants the full refund. Our representative advised the flight can be rescheduled for a later date and tried calling the airline regarding a full refund and the line was disconnected. Expedia emailed the customer advising the airline does not have a policy for cancelling due to the corona virus. Advised the tickets are refundable with a $200 cancellation fee per passenger.
Our records indicate on May 29, 2019, Ms. or an authorized user of the Expedia account booked three round trip flights on *** departing on April 3, 2020 from New York, NY, USA to Taipei, Taiwan and returning on April 12, 2020, via ***. A confirmation email was emailed to the email address on file, it has been opened four times.We can confirm on January 31, 2020, Ms *** called in to cancel due to the corona virus in china. Our representative advised that the normal policy applies since travel is not covered by a flex policy. Ms, *** understood and kept the reservation as is.
On February 5, 2020, the customer called in to cancel the flight due to outbreak in china and wants a full refund. Our representative advised we have the option to reschedule the flight for a later dates but tried to call the airline regarding the refund request and the line disconnected. An email was sent to Ms. advising the ticket could be cancelled for $200.00 cancellation fee, $150.00 no show fee or $100.00 fee for exchanging the ticket.
After further review on March 10, 2020, I was able to review that *** has a policy for the Coronavirus (COVID-19) outbreak. The policy that *** has does not encompass the April 3-12, 2020, travel dates of Ms.. I confirmed the cancellation policy is $200.00 per ticket or their exchange policy is $100.00 per ticket plus any difference in the increase of fare to change the travel dates.
Ms. may contact the Expedia Customer Service Department at 877-227-7481 to requet to cacnel or complete an exchange. She may also review *** website (***) for their updated information related to the corona outbreak.
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 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:*** has made adjustments to their flights to and from Taiwan as a result of the coronavirus, but the time frames listed are for the Summer and Winter. Why should travel to Taiwan during the summer be reimbursable when flights during this epidemic are not? As a physician, I am barred from traveling to Taiwan by my hospital employer, or else I will be subject to a 14 day mandatory quarantine afterwards. If I provide written support for this, I'd like to ask Expedia issue me a refund, or at least a travel credit with Expedia, so I can rebook with them at a later date, and they don't lose the business.
Sincerely
I would like a full refund of my Hotel stay at the *** ordered on Feb 28th. 2020 for travel on April 12, 2020 to April 17th. 2020 Itinerary#***. Travel packages are supposed to be fully refundable for up to 24 hrs. They have fully refunded my friend *** but said they can not refund my trip, I feel lied to. When booking the reservation I put in the search box I would like an all inclusive trip. Then an hour later, after reading the reviews I realized it is not an all inclusive trip. Also if I were to bring my three children I would have to pay for two rooms. This does not work with my budget. When calling the manager she says there is nothing she can do.
I appreciate the help this has been resolved!!!
Best
I booked a flight on Expedia.com to fly ***. I booked the flight under the name ***, which is the name I have gone by my entire life. I had forgotten that the name on my passport is ***. I called expedia to process a name correction. They charged me $36. They called me back at a later time and told me the airline wanted an additional $800+ dollars to process the name change because there were no more seats available on the flight that was booked. I called the airline directly (after expedia told me not to) and the airline confirmed that they had never asked for any additional money, and that they had sent the updated ticket information to expedia. Expedia never sent it to me and wont release it until an additional $800+ dollars is paid that they claim the airline is requesting. Expedia is trying to scam me out of $800. I have called them more than 5 times to resolve this issue and have been on hold for more than 2.5 hours each time. Expedia Conf number: *** booking number: *** Expedia claim#
March 3,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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. Our
records indicate on February 5, 2020, you, or an authorized user of the Expedia
account, self-booked a roundtrip flight ***, traveling from San
Francisco, CA, USA to Rome, Italy, departing on May 31, 2020, returning on June
8, 2020 and flight coverage. At the
time of purchase, the airlines fare rules were provided and accepted. They
stated that the fare selected was nonrefundable. It was further advised that
the name on the ticket must match the travel documents of the passenger
exactly, and that name corrections are not allowed.You
contacted Expedia asking if a name correction, or change, could be provided
from *** to ***. We reached out to the airline and
verified that the correction could be provided, if we could hold the same
identical flights that were on the original ticket, and issue a new ticket in
the correct name. Once issued, the airline was going to allow a waiver to
refund the original nonrefundable ticket minus the fee. The airline required a
copy of your passport with the correct name on it to be sent, and the new
ticket had to be issued in the current fare and classes available.On
February 9, 2020 when you made the request, we verified that the flight was not
available in the same class booking designator and there was a fare difference.
You refused the name correction at the cost required to make the change.
Expedia emailed the airline regardless, to obtain their requirements and
permissions to made the change, should you choose to complete it. On February
11, 2020 we sent you an email to collect the copy of the passport requested by
the airline. We did not receive the documents from you. The airline closed the
request on February 19, 2020 when they did not receive the copy of the
passport, payment, and a new ticket was not issued.Expedia
is a third party intermediary for travel suppliers such as airlines. The terms
and conditions, as well as the pricing and availability of flights, comes from
the airline. Expedia does not have control over the availability of seats or
classes on flights, and does not operate flights. In addition, we are unable to
supersede the authority of the airline. As the information necessary was
provided during booking to be aware of the passenger name requirements and fare
rules, Expedia 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 ***Corporate Correspondence Team
I booked a hotel in Mexico Feb 6 -9 of this year, and upon arrival it was closed and no one answered the door or phone. Over the phone, Expedia agreed to rebook us at a nearby available hotel. Although this nearby hotel cost significantly more, since it was all that was available Expedia agreed to refund the more expensive amount, having already charged us the original hotel price. Upon arrival at the new hotel, they required payment in full on my personal credit card, which I obliged. As requested, I sent receipts to Expedia, though they did not respond. After calling several times, on Feb 14 a representative did confirm that Expedia will refund the full amount and issued me four separate refund receipts via email.
Over 15 days have passed, far more than the required waiting period. When I call my bank, they say there is no such record of the refund. When I call Expedia, they insist they've already sent it to my bank for processing. Neither party can give me any assistance other than advising to call the other party, and both parties agree the normal amount of waiting time has already passed. Meanwhile, I'm losing money to exchange rate fluctuations given the particularly volatile market right now, and need to pay the charges on my credit card out of pocket or be charged interest.
March 15, 2020
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.
Our records show on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked a hotel reservation on Expedia’s Mobile App, under itinerary ***. The hotel accommodation was with ***, ***, Mexico for a check in on February 6, 2020 and check out on February 9, 2020, for a total of $164.21. We understand that the Mr. is seeking an additional refund of 13488.68 MXN, as he has not received the deposits.
On February 6, 2020, Mr. contacted Expedia to request assistance with checking into a hotel property. Therefore, we transferred Mr. to our relocations department for accommodation purposes. We contacted the *** to permit Mr. to check-in, honoring his pay at (property) hotel reservation. Regrettably, we were unable to communicate with *** at the time of our call. Furthermore, *** did not bill Mr. as his payment wasn’t collected, due to his inability to check-in.
Upon further review, on February 7, 2020, Mr. or an authorized user of the Expedia account, self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, San Pedro Pochutla, Mexico for a check in on February 6, 2020 and check out on February 9, 2020, for a total of $614.37.
Expedia’s Terms of Use, and the Pay Later definition which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Pay Later definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel.
A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
On February 7, 2020, Mr. contacted Expedia to inform us that the hotel is requesting full payment for his stay. We then advised, Mr. that he selected the payment type that requires collection by the hotel at check-in. It shows, that Mr. then agreed by providing his form of payment to the ***.
Upon receipt of the Revdex.com complaint, on March 15, 2020, to verify the status of the 13,468.68 MXN refund. By using a tool which allows us to determine the status of a transaction, Expedia can confirm that all (four) transactions reflect, " Refunded". In order to validate Mr. missing refunds claim. We respectfully request that Mr., supply Expedia with a credit card statement showing the following dates, "February 13, through March 2, 2020", in PDF format. In addition, Mr. may block out unrelated transactions from his account history. This document can be attached to the Revdex.com complaint, through the website.
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,
Melanie ***
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
The business asked me to attach additional documentation.
I have attached the requested statement from my credit card ending in ***, dated March 11 (noted at the bottom of page 3), containing 29 days in the billing period (noted on page 3 under "Interest Charges"), therefore encompassing February 12 through March 11.
Sincerely
Complaint: ***
I am rejecting this response because:
The business asked for more information.
An unknown number contacted me on March 31, 2020 without warning and did not leave a voicemail. If Expedia wishes to communicate with me over the phone, I will be more than happy to answer such a call in the future provided it comes from the same number. I am also attaching the following documents:
1) Statement ending February 11, 2020
2) Statement ending March 11, 2020 (which I have previously attached)
3) List of all account activity from the last statement date through today
My next statement will presumably close on April 11, 2020, and I will be happy to provide that as well, but hope to resolve the issue before then. In the meantime, I can be contacted by phone at the number provided from 8am-8pm Pacific Time every day.
Sincerely
April 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered. On April 6, 2020, Expedia contacted Mr. to assist him in speaking with his financial institution to locate the transactions. We discussed the four separate refunds, however, the bank was unable to utilize the identification numbers over the phone. Therefore, *** suggested Mr. visit his local branch to obtain their direct assistance, as our records show that each refund is under, “ Bank Processing”. Expedia provided below a copy of each identification number with the status code,“ Refunded”, from our internal system:Transaction Identification numbers: 1. ***-2,668.68 MXN2. ***-3,600.00 MXN3. ***-3,600.00 MXN4. ***-3,600.00 MXNWe kindly suggest that Mr. coordinate with his local financial institution to find each transaction that is showing, bank processing from our end. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above Expedia cannot to issue another refund for the hotel 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,Melanie *** Corporate Correspondence Team
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have round trip airline tickets booked for Rome on May 20, 2020 with a return on May 27, 2020. I have asked Expedia on three separate occasions to postpone my trip until the corona virus is under control in Italy. Our country has issued a Level 3 and Level 4 warning for travel to Italy; this is an unusual circumstance, and I am a diabetic and more vulnerable than others. I was looking for a credit, not a refund, to travel next year. I am being told that I have to re-book now; which I am not able to do at this time due to scheduling at my husband's job. I am going to be charged $300.00 per ticket (I have 3), and any difference in price for the new travel date. I do have the insurance, which is completely useless. I am now looking for a FULL REFUND, and an explanation as to how they can operate against our government's recommendations.
March 9, 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 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. We understand that Ms. is seeking a full refund due to the coronavirus outbreak.Our records indicate on January 27, 2020, Ms. or an authorized user of the Expedia account booked three round trip flights on *** departing on May 20, 2020 from New York, NY, USA to Rome, Italy and returning on May 27, 2020 along with the Flight Protection Plan, via ***.
We can confirm on February 24, 2020, the customer contacted our Social Media Team and requested to postpone the flight until next year due to the coronavirus outbreak. She did not provide any new dates and our representative contacted ***. *** advised that they do not have a flex policy and that the normal policy would apply.
On February 27, 2020, the customer contacted our Social Media Team and stated she would like to cancel due to the coronavirus outbreak. Our representative advised that *** does not have a policy for Italy and that the change fees and penalties would apply per the airline policies. Our representative offered to call the *** to ask if it is possible to keep a credit but Ms. did not agree and stated she would contact her bank.
On March 2, 2020, Expedia emailed Ms. advising that we are still coordinating with *** with regards to her request. Once we get all of the information needed, we will send an update within 72 hours
After further review on March 9, 2020, I was able to review the policy on *** website for the Coronavirus (COVID-19) outbreak. *** policy covers tickets that were issued as of March 5, 2020 with travel dates of February 23, 2020 through April 3, 2020. The fare rules and the rules state a change fee is $300 per ticket plus any increase in fare. I contacted *** and they advised that they do not have a policy that will cover the May travel dates, their current corona policy covers travel dates up to April 8, 2020. *** suggested that the customer keep an eye on their site for updates.
Ms. may contact the Expedia Customer Service Department at 877-227-7481 to complete the exchange. She may also review *** website (***) for their updated information related to the corona outbreak.
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 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was never offered an opportunity by Expedia to contact *** about a credit. I was offered a fee of $300.00 per ticket, plus the difference in cost of three tickets, and the opportunity to rebook within two weeks of my original travel. Really? Unless Italy has a personal relationship with God, it is very doubtful that country will be cleared of the Corona Virus in two months. Being a former travel agent, I KNOW that Expedia can refund my tickets due to a world epidemic, but is choosing not too. As a side note, I am a diabetic and advised by the State Department and the CDC that it is not in my best interest to travel to Italy at this time. Also, my husband works in a school district and is not allowed to travel to Italy until next year, or risk a 14 day self-quarantine afterwards. Pretty sad that I am being quoted a business policy during this crisis that was never foreseen by anyone. Italy is basically closed until further notice; what would we do there? The almighty dollar has spoken. We will not be travelling to Italy any time soon. Will you travel to Italy? China? I will also be contacting ***, local ***, etc. I WILL NEVER USE EXPEDIA AGAIN. I WILL MAKE SURE IT IS ALL OVER SOCIAL MEDIA. Good luck to you.
Sincerely
We booked our *** in Manila through Expedia.com confirmation # ***/Itinerary # *** through April 2- April 4, 2020. Unfortunately our *** flight to Manila, Philippines to Atlanta, US was through Seoul/South Korea and it was cancelled. *** had cancelled/reduced its flights to Asia due to Corona virus outbreak. Since we can't travel to Manila, we have requested multiple times for refund from Expedia.com hotel itinerary but had not made any head away with expedia.com.
https://news.
March 6, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com,Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request.We have reached the hotel and they have authorized a full refund for Mr.. I have now processed a full refund of $193.83 and Mr. should receive the funds in his account within 3 – 7 business days depending on his financial institution. I would like to remind Mr. this refund was approved by the hotel due to his claim, in the future if the hotel does not approve a refund no amount will be returned.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 so we may assist.Sincerely, Daniel Anderson Corporate Correspondence Team
I was not aware that I booked non refundable hotel travel. Hotel says they would give me a refund, expedia does not want to. I might have lost 400 dollars but expedia and all of these sites lost a customer forever. I hope everyone reading this stops using them.
I made reservations for *** for May 2020 thru Expedia in Sept 2019
Booking *** 5/2/20 to 5/10/20 $656.68
Booking *** 5/12/20 to 5/17/20 $412.87
1113/19 I called Expedia to inquire IF the 2 reservations for May 2020 can be cancelled. Expedia rep told me that they will email me at ***@yahoo.com within 72 hours. I did not receive the email
1/7/20 I called Expedia to find out why the charges are not being credited. I was told that the reservations were not cancellable. I questioned Expedia why they would go forward with cancellation knowing that no refund will be issued. I requested a reinstatement and they claimed that *** did not want to reinstate the reservations. I informed Expedia that when I called in Nov 2019, it was to inquire IF we can still cancel and they did not email me as they stated in Nov 2019. The rep was going to submit a request to listen to the recording on Nov 13, 2019 and will email me in 72 hours. No email was received from Expedia
1/10/20 I called Expedia to inquire about the resolution from my 1/7/20 called. They don’t have any notes from my previous call. I was told that they cancelled it on Dec 16, 2019 after not hearing from me. I told them that I did not receive any letter
1/12/20 I called *** to request a reinstatement for both reservations. They told me that I should contact Expedia since the reservations were thru Expedia. I inquired why there are no options on the reservations, *** did give Expedia to transfer the reservation to another guest of my choice. Expedia did not communicate this to me
1/15/20 I called Expedia, talked to Erika and she will request to review my call from Nov 2019 and will email me within 72 hours of their decision. I mentioned to Erika that Expedia failed to email me from my previous calls and she assured me that I will get an email. I did not get an email from Expedia
It's not fair to put me thru this frustrating calls
March 6, 2020
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 a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding two hotel reservations.
Our records show on September 27, 2019, Mrs. self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with ***, Manila, Philippines, for a check in on May 2, 2020, and a check out on May 10, 2020, for a total of $656.68.
Our records indicate that on September 28, 2019, Mrs. self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with ***, Manila, Philippines, for a check in on May 12, 2020, and a check out on May 17, 2020, for a total of $412.87. We understand that Mrs. is seeking a full refund for both hotel reservations, based upon their non-refundable cancellation restrictions.
On November 16, 2019, Mrs. contacted Expedia via email to inquire on obtaining two refunds based on the properties location. We advocated on the customer’s behalf by requesting that the hotel make an exception by authorizing the refunds. Regrettably, Expedia confirmed with the hotel, that the policies selected by Mrs. at the time of booking were non-refundable, and her payment cannot be refunded for any reason.
See the following restrictions emailed to Mrs. after her inquiry:
Date:
16 Nov 2019:09:26 PM
To:
***@yahoo.com
Subject:
*** - Cancellation Waiver Request
Dear ***, We would like to inform you that the hotel did not agree to cancel the reservation without penalty. They will still be charging any applicable penalty in case of cancellation. As a resolution, we can offer to change the name on the reservation to someone who can use it. If this option will not work for you, we suggest that you stick with your original plan as it is more economical for you to use the reservation than to cancel and not be refunded from it. For your reference, we have indicated the cancellation and change policy of your reservation below: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. If you still want to continue with the cancellation, please feel free to reply to this email.
Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which was agreed to by Mrs. at the time of booking, expressly states:
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.
On December 8, 2019, our dispute team made several attempts to reach Mrs. to discuss her two chargebacks. Regrettably, Mrs.’s case remained open until December 16, 2020, at which point Expedia closed/resolved her cases due to no customer response by cancelling her two reservations based on the credits issued to her by Mrs.’s financial institution for $656.68 and $412.87.
On January 9 through January 21, 2020, Mrs. contacted Expedia to request either a refund or a reinstatement for the two hotel reservations. We then reached out to *** to authorize to refund or reinstate her bookings. The hotel denied our requests, stating that the reservations are non-refundable and cannot be reinstated per the policy listed below:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason,
Your payment will not be refunded.
Based on the above, Expedia is unable to honor Mrs. refund requests, as she filed disputes with her financial institution. Thus, we cannot further assist with this matter until she can supply a copy of the closed disputes and the final results. She may attach this requested documentation to the Revdex.com complaint for review.
Sincerely,
Melanie ***
Corporate Correspondence Team
Dear Revdex.com,
Please re-open my complaint. I have not been feeling well and could not reply timely.
I read Expedia's response and their statement and details are incorrect. When I called in Nov 2019 it was to inquire IF I can cancel my May 2020 reservations. I did not receive any emails from Expedia. Expedia has both my emails and phone number on file (***). What attempts did they make? thru an email that they did not get a response from the claim email on 11/16/2019. Expedia did not try hard to reach me and made a decision on my behalf.
I am asking for Expedia to admit their lack of communication and for having representative that did not comprehend what I was calling for in Nov 2019. They did not attempt to resolve the issue with me.
I am 76 yrs old and have a limited source of income. The 2 charges that Expedia refused to refund has a heavy impact on me.
I ask for consideration since my May trip is being cancelled due to CORONA virus that is happening globally. I hope that Expedia will have sympathy on the situation.
Sincerely,
***
Residence of California
Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
Complaint #***
Per Expedia's request - please see attached statement from ***.
A credit of 412.87 was issued on 2/10/20
The only outstanding charge on *** is 656.68
Please let me know if you have any questions or need any additional information.
Thank you
April 3, 2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/ or resolution offered.On March 6, 2020, Expedia contacted the *** to advocate on the customer’s behalf in requesting authorizations to refund, Mrs. . We received two approval’s to refund for both hotel accommodations disputed by Mrs.. Regrettably, Expedia was unable to process either refund prior to confirming that both disputes were reversed.On April 3, 2020, Expedia confirmed from Mrs.’s statement, the charge of $412.87, was honored/credited by her financial institution. However, the second charge of $656.58, was reversed by the same institution. Therefore, Expedia contacted with Ms., to discuss the $656.58, as a permanent charge. After our discussion, with Ms., Expedia processed a refund of $656.58, back to her original form of payment. The time it takes for the refund to post depends upon her bank, however, it may take up to 30 days to deposit.Based on the above, Expedia is unable to honor Mrs. complete refund request since $412.87, was credited by her financial institution.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie Adams Corporate Correspondence Team
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
Expedia uses deceptive marketing practices when selling its Travel Insurance. I filed a claim, they will not allow you to use your airline credits toward a bundled future trip - this means you can't take advantage of the VERY REASON why you bought through Expedia in the first place. You can only use the airline credit toward UN-BUNDLED travel - this negates the discounts you receive, rending the credit totally useless.
Expedia is using deceptive practices - the bundled travel costs are the very core of Expedia business. I have contacted them many times and the have a purposeful approach toward complaints - put you on hold until you give up.
March 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 flight credit. We understand *** is requesting a refund, or
change to his credit.Our
records indicate on June 20, 2019, ***, or a person authorized for
the Expedia account, booked a package including combined one way flights,
traveling from Boston, MA, USA to Cancun, Mexico, departing on November 11,
2019 with *** Airlines, returning on November 19, 2019 with *** Airlines,
eight nights with the ***e, and vacation waiver coverage. The terms
and conditions for the items stated that the hotel reservation was refundable
until November 7, 2019. The vacation waiver coverage was refundable during the
10 day look period with no claims made. The *** Airlines flights were
nonrefundable with no changes allowed. The *** flights were nonrefundable,
but allowed changes with limitations and restrictions.The vacation
waiver coverage provided a refund for change or cancelation penalties. It did
not provide a refund in place of credit provided by airlines for flight
purchases.The
customer canceled their items and received a full refund for the hotel and the
*** Airlines flights in the amounts of $2162.91, and $428.86, respectively. The
vacation waiver coverage was outside the look period, and was also considered
used as it provided coverage for the *** Airlines cancelation fees. The ***
*** flights became a credit of $330.74 per passenger with ***, that is
valid for flights with *** booked by June 19, 2020, for the same
passengers. If the
flight credits are used, change fees must be paid to the airline. Once paid,
the vacation waiver coverage can reimburse the change fee costs.As the website
advised at the time of purchase that the vacation coverage covers change fees
but not airline credits, compensation is not available. The same terms were available
to review during the look period while the coverage was refundable. 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 ***Corporate Correspondence Team
I am writing in regards to a recent complaint I filed with the Revdex.com - complaint # ***. Revdex.com did not give me enough time to reply and closed the complaint. Well, I am still complaining. On March 1, 2020 I complained to the Revdex.com about Expedia. On March 9, 2020 the Revdex.com replied to me with Expedia's standard 'boilerplate' response...basically telling me to jump into the lake. I am not going to stand for this. Expedia offers deceptive practices when they sell their travel insurance - and they are 100% aware of it. My complaint is severe and impacts millions of people - none of us have the financial ability to fight Expedia. We depend on the Revdex.com to help out - I need your assistance to raise this. I am going to restate my complaint so the Revdex.com has a chance to do right be me. Fight Expedia. Do your job. I had an expensive vacation booked through Expedia. Itinerary # *** Here is the problem - Expedia uses deceptive practices while selling trip insurance. And their bogus standard response, written by a team of lawyers, does not change a thing. It is still deceptive, calculating, and manipulative. They sell travel insurance - and know ahead of time that it is a rip off. But they make money from it, nobody will stop them, and consumers continue to get shafted. - travel insurance is bought in good faith to protect in case something comes up - Expedia travel insurance is a scam - Expedia SELLS BUNDLED PACKAGES - it is Expedia's bread and butter - Upon needing to use the travel insurance - when rebooking - EXPEDIA DOES NOT HONOR BUNDLED PRICING Expedia KNOWS 100% that the consumer gets screwed by this policy - and will MOST LIKELY NEVER USE THEIR CREDIT. THE COST OF UNBUNDLED TRIPS FAR EXCEEDS THE COST OF THE TRAVEL INSURANCE. Revdex.com - do you your job!!!!!!!!
I want Expedia to do what is right. - better explain the fraudulent practices to consumers - or change them outright - give me the ability to rebook for a BUNDLED trip
March 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint from *** (Revdex.com case number ***).Mr.
stated: …Expedia
uses deceptive practices while selling trip insurance. And their bogus standard
response, written by a team of lawyers, does not change a thing. It is still
deceptive, calculating, and manipulative. They sell travel insurance - and know
ahead of time that it is a rip off…Expedia
does not use deceptive practices. We understand that items may or may not meet
a person’s individual needs at a specific time. We offer items available from
vendors and the vendor’s terms for the items, so that consumers may review them
together, to make an informed decision for their preferences. At the
time of booking the terms and conditions provided for the items, and the website
Terms of Use, advised that the flights selected by the purchaser, were being
purchased from the airline directly. All flight purchases with an airline follow
the terms of the fare rules for the airfare selected, in allowance of credit,
or no credit, for validity period, and cost of fees, or fees due. Expedia does
not write terms and conditions of items offered by airlines, or operate airlines.
The flights purchased allowed for credit with the airline.The
vacation waiver coverage purchased clearly stated that for cancelation prior to
travel, with airfare, it would cover any change or cancelation penalties. It further
stated that compensation is not available in place of flight credits.If Mr.
*** can advise what terms led him to believe that it would provide
compensation where credit is available with the airline at the time of purchase
we would be glad to further explain as needed. However, Expedia will not be
able to provide compensation for dissatisfaction with items terms and
conditions provided.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 ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is a corporate giant that takes advantage of people by NOT CLEARLY STATING THAT TRAVEL INSURANCE DOES NOT COVER BUNDLED PACKAGES.
This is simple. By not allowing credits to be used toward bundled vacations - Travel Insurance is worth nothing.
Clearly, Expedia makes money by selling Travel Insurance, waiting for people to cancel...then knowing that the credits will not be used. If I use the credit offered to me I LOSE MONEY.
This is corportate fraud - I want Expedia to allow me to use my credit toward a bundled vacation.
Expedia needs to stop the fraud. Stop the lauging behind consumers backs. I totally reject what Expedia is saying. And, they know 100% that I am correct. I am not going away - I will amplify my social media platforms to raise awereness of this junk.
Do the right thing.
Sincerely
On Jan 18 we booked 2 room with breakfast in 1 reservation on Expedia.com. The hotel name was *** Hotel. The booking page shows that for each room it was $105.64, and together it was $211.28.
Since I wanted to use my $200 coupon, I logged in and redeemed the $200 coupon. I should be paying the remaining $11.28. As the booking proceeds, I can see that the coupon is applied and that I have to pay $36.66. I thought it was a calculation mistake so I called Expedia and they tried the same booking over the phone and confirmed with me the remaining is $11.28 so I can just proceed, and if I got the bank statement saying the transaction was $36.66 then I can submit the statement for the extra to be refunded. The confirmation number given for the $211.28 booking page was ***.
However I recently got the statement and the fee they charged is $184.82. I called them and they say the coupon only covers the room price. They also mentioned that the total increased from $211.28 to $314.98 after the booking was made, but they cannot explain why the price was not shown in the booking page. They also cannot explain why the $200 coupon applied but the total charged to my card was $184.82, which makes the total charged to $384.82.
Above from that, the hotel also told us that there were only 1 breakfast per room included. We have 4 people in 2 rooms but there were only 2 breakfast. This means we need to pay for 2 person if we eat there. 2 of us finally choose not to eat there and have breakfast somewhere else. We feel extremely disappointed for this booking.
March 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 . We understand *** is requesting a refund.Our
records indicate on January 18, 2020, ***, or a person authorized for
the Expedia account, booked two rooms for one night with the ***
Hotel. We
reviewed the booking information. The pricing of each room was $157.49. The
amount breaks down to $130.16 for the base rate, and $27.33 for the Taxes and
Fees. The total cost would have been $314.98. During the booking process the
customer returned to an earlier page and the coupon removed from the billing
details; however, the coupon did apply after check out and only reduced the
base rate of one room.The
coupon terms and conditions stated that it covers the base rate and not the
taxes. It balance should have applied to the second room. We apologize for any inconvenience
regarding the coupon or the breakfast information that the customer reviewed. We
refunded the balance due on the coupon in the amount of $69.14. We also
refunded the amount of $63.00 that was requested for breakfast. The refund time
frame varies based on the processing time of the credit card company.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I uploaded a screenshot for the hotel booking page before applying the coupon for our reservation. From the checkout page it shows that the price for each room was $87.31 and the tax was $18.33. The total for 2 rooms was $211.28.
Instead of charging remaining $11.28 after coupon, my card was charged for extra $184.82. Now that we have got the refund of $69.14, please refund the remaining $115.68.
Regarding this issue, we have already spent over 3.75 hours on the phone including the 67 minutes roaming call from Japan while we were in the hotel. The customer service hotline was really not helpful, especially for those in India. We hope the company can improve their call center.
Sincerely
March 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: 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 additional comments from *** (Revdex.com case number ***).As
previously advised, we reviewed the booking data from the time the reservation
was booked. It showed that the rooms were $314.98 in total for both rooms, for
the night booked. After the coupon was applied the app showed the total due would
be $130.16.Previously
we did not mention that at the time of check out an error message was provided
to the customer to let them know that their billing information needed to be
corrected.After
they corrected the information the charges that were advised did match what was
paid at the time of check out, and the customer did agree to the total that was
paid. Although
the total amount paid was agreed to, we refunded the customer based on the
total that would have been paid if the purchase had gone through on the first
attempt, and back buttons had not been utilized. No further refund can be
provided.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 ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia failed to display the correct amount being charged during checkout. Our checkout page did show that the total charge was $211.28 and the screenshot is able to verify the date and cost. You indication of changing of billing information is just because there was an input error for the credit card expire date, but that does not means a price change happened. Billing information change does not indicate a change in price and therefore Expedia’s respond is irrelevant. Should there be a change in price they should display a warning and the new price. However, even after the billing information change, which is the credit card expiration being corrected, the page still shown that we have to pay the remaining tax but not the amount Expedia charged. Expedia charged an amount which cannot be reasonably calculated using both the original amount or the amount they proposed. We request Expedia return us the remaining, whereas the portion paid by credit card refund back to the card and the portion paid by coupon we can accept a coupon or discount code. We hope Expedia can rectify the checkout issue. Thanks.
*** Attachments Redacted by Revdex.com ***
Sincerely
I booked a room from expedia on Feb 9. But since I felt uncomfortable so I cannot get on the airplane. I start to consider should I cancel my trip or not. At the moment, an addtional thing happend. School sent us an e-mail about virus and suggested everyone do not go out in the evening on Feb 27. So I decided to cancel my trip. But, unfortunately, the avaible refunding date is due Feb 26.
I called expedia services and hotel on Feb 27-28 many times. The hotel reservation depaterment said they totally understand and agree my demand. But they said I should contact third-part company. So I called expedia. And expedia services claims that they asked hotel but hotel refused my requirment to refund.
This is strange because hotel they already agreed. I missed my chance on Feb 26 by accidental situation.
Here is my trip information:
*** (total amount $542.62).
check in Sat, Feb 29 - check out Mon, Mar 2.
expedia Itinarary #***
My name: ***
My phone ***
My e-mail: ***
PS. I have the airline reservation and health center recipet if you need.
March 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from Mr. . Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request. On February 9, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $542.62. Mr. mentions the he contacted the hotel and they authorized a full refund. Mr. is requesting a full refund of the amount paid, a total of $542.62.After reviewing Mr.’s case we can confirm Mr. contacted Expedia on February 27, 2020, and an agent contacted the hotel who did not respond to our inquiry. After further review we were able to confirm the reservation was not refundable as of February 26, 2020. Mr. was informed no amount would be refunded. As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.SUPPLIER RULES AND RESTRICTIONSYou 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. LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. .Expedia has reviewed all of the customer’s concerns. We contacted the hotel to inquire on this case and advocated on Mr.’s behalf. The hotel has not authorized a refund. We have determined no refund can be provided to our customer.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.Sincerely,Daniel ACustomer Correspondence Team
Complaint: ***
I am rejecting this response because: The policy which customers can only cancel and get refund before 3 days the check-in day is totally unfair. I didn't even know I can not get on board. How could I make decision before 3 days. If they insist 3 days policy is good, why there is no any reminder to remind me I was going to miss my chance to refund. They desiged that I can only find this policy inside very complicate options of app with unclear font. Could you please try to see that if it highlight to see or not.
The hotel got 3.3/5 with 2317 reviews. Of course they chande their mind so quickly. Hotels and entrepreneurs loss nothing but customers bear all financial loss. I clicked the cancel button on evening Feb 27. I didnot occupy their chance to get another customer. The expedia customer service even said whatever when I claimed I will call Revdex.com.
Have you ever tried use phone to call this hotel or expedia? I called them over 10 times. The answering rate of front desk is 20%. I thought front desk servicing time is 24 hours seems I was wrong. I called them on morning, afternoon and evening. But no one pick up my calling many times, which inclued expedia.
Please, my request is simple and I have strongle reasonable reasons. But they only care about business.
Sincerely
I can't begin to say how happy I am with expedia.....had to cancel a trip due to corona virus and my parents compromised immune systems.....they got me refunds for nearly every penny....yippeee
I am writing to express my deepest concern over the extremely horrible experience with your Expedia Website and your Customer Service Center on 02/28/2020. I was booking travel through your website for roundtrip travel from Raleigh, NC to Indianapolis, IN. The dates of travel was 03/20/2020 – 03/22/2020. I attempted to book the airline and the car rental which can to approximately $410 and change. One of the payment methods were monthly payments and I selected that option which immediately to me to the *** Website which I selected how many months I wished to make payments and paid my deposit of $61 and change. Once that was completed, the *** Website redirected me back to the Expedia Website to complete the reservation only for the Expedia Website to timeout and an error message appeared which ultimately meant I had resubmit all again since my last reservation request did not complete on the Expedia Website.
I was stunned and very upset because now I had money in the game to which I could no get back. I called Expedia to see if they could access what I had done and they noted, “We do not show any upcoming trips.” I said the request did not complete can you pull up where all left off to get that to complete and the agent and supervisor refused to help and said that the issue is an *** issue since they took my money. In fact, the agent noted that Expedia does not work with or know who *** is and doing monthly payment is NEVER an option with Expedia. I became irate because the Expedia website clearly shows that they work with ***. The agent and the supervisor hung up and left me in the high and dry with an I do not care to help you.
I say all of this because this was completely insane at its best. I feel very much taken advantage off and frauded against by Expedia. Never would I think a company that is suppose to be customer service oriented would be this unprofessional and horrible to work with.
March 5, 2020Revdex.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 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 flight reservation. We understand that Mr. is requesting Expedia to pay for his next airline cost.
Our records indicate on February 27, 2020, Mr. or an authorized user of the Expedia account attempted to book a round trip flight, departing March 22, 2020, from Raleigh, NC to Indianapolis, IN and returning on March 22, 2020.
On February 28, 2020, Mr. logged into his account and tried to locate the reservation under “My Trips” upcoming. My Trips advised there were no upcoming trips and history only showed a hotel reservation from October 26, 2012.
After further review on March 5, 2020, I was able to verify in our back-office system that Mr. attempted to create a flight reservation and chose ***. The system errored out and the reservation was never completed, no itinerary was created and no confirmation email was ever sent. It is possible that there is an amount in question against Mr. financial account. If Mr. question an amount, it is possible that the amount could have been held as an authorization and not a charge. If his account was charged, Expedia requires a pdf of the bank statement showing the charge. Upon receiving the bank statement we would investigate further.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities 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 vendors.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia will not be able to pay for the next airline cost. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di ***Corporate Correspondence Team
On 2/24/2020 at 10 PM , I purchased a flight ticket (Itinerary # ***) at expedia.com. On 2/25/2020 at 4 PM, I purchased a new ticket (Itinerary # ***). Thus, there was no reason to keep # ***, and so I cancelled it within 24 hour-window (no penalty fee).
On 2/26/2020 6AM, I found Itinerary # *** was NOT cancelled. I tried to cancel it on expedia.com, but I continued to get “SORRY! Our site is currently unavailable” and “How to cancel your flight. Sorry, we had a technical glitch on our end and could not cancel your flight. …..” messages (I do have screen-shots).
Then, I called expedia.com customer service three times from 8:45AM to 10:20PM. And each call lasted about 30min. I talked to four operators.
On the first call, the customer person (male operator) said that he couldn’t find any evidence or system error on their side regarding my cancellation of the flight. So he couldn’t do anything but raising the issue.
A next operator Sia offered *** airline CREDIT worth $2,697.95, which would expire in one (or two?) year. I didn’t accept it but demanded cancellation of the whole flight and full refund. She then LIED that this ticket is NON-refundable. I had a chance talk to her supervisor JULIE after over 10 min waiting, but she couldn’t address my demand that I need to get the cancellation of this ticket done right at the very moment because my next flight will be leaving at 11:20 AM and I will be in a foreign country for the next three weeks.
Because the “tickets are refundable with a penalty fee of $350.00”, at 9:43 AM, I called Expedia representative, asked her to cancel the flight and for a refund after $350.00 penalty. She asked me for two or three minutes to complete cancellation and a refund. However, 40 minutes later at 10:25 AM, she couldn’t cancel the flight.
As of 9:55 PM 2/26/2020, Itinerary # *** is still NOT Cancelled. And the “Cancel flight’ link for this trip at expedia.com is NOT working.
March
5, 2020Revdex.com E.com
- Alaska, 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 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 flight reservation. Our
records indicate that on February 24, 2020, Mr., or an authorized user of
his account, self-booked
a flight reservation on Expedia.com, under itinerary ***. Travel was
with ***, departing on February 27, 2020, returning on March 18, 2020, from
St. Louis, MO, United States to Seoul, South Korea. We understand Mr. is
requesting to cancel his flight reservation, with a full refund. Upon receipt of the complaint, we can confirm that Mr.’s issue has been resolved on February
27, 2019. Mr.’s flight reservation was cancelled, as requested and a full
refund was processed for the cancellation. Again,
we thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I recently made a reservation for friends via Expedia.com to stay at a private unit at the *** Hotel. The accommodation was in such a bad condition that the family could not stay there after its long flight from Brasil. These are some of the things that were witnessed by the occupants: 1)The living quarters had a steel knife laying in the middle of the couch 2) The bed was not made in the premises and it appeared to have stains on it as well as appeared to be occupied by another guest 3) Everything was messy and there were dishes left dirty in the sink as well as a trash bag that made the unit smell. I took several photos of the apartment and have a video showing everything I have mentioned herein. I contacted Expedia directly to make the customer services personnel aware of the situation and also let them know that we were worried that whoever was occupying the unit may return in the middle of the night and there were strong safety concerns because the party was traveling with a 7 years old girl and none of them speak English. The customer service agents at Expedia did not offer any solutions and just admittedly and stated that they did not have any responsibility for the condition of the room and could not determine whether it was being occupied or not. The family did not have any other options than renting another room in the same hotel at a higher price for a downgraded room because of the lack of competence and professionalism of Expedia. I made a claim to Expedia via *** bank but it was denied because the Expedia refund policy stated that there is no refund regardless of the situation even if the unit is being occupied by another party. They did not make any exceptions even though the circumstances warranted that they should. I would like and apology and a refund for the hardship that this family had to endure due to pure negligence on behalf of Expedia.
March 2, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request.
On November 29, 2019, the customer or an authorized user self-booked a room reservation via itinerary number ***. The total amount paid for the reservation was USD$790.51. We understand from Mr.’s complaint upon the guests arrival they were able to see the room was not properly cleaned. Mr. mentions they decided not to stay at the property and paid for another reservation elsewhere. Mr. is requesting a full refund.
After researching this case I have confirmed that the property owner did not authorize a refund of any amount. The authorized user booked a non-refundable room reservation. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the owner of the property. On the same day the guests decided not to stay at the room location mentioning that it seemed as if someone was staying in the room due to the room not being clean. Mr. was informed by email that no refund would be provided.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel or property owner. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
Expedia has reviewed all of the customer’s concerns. We contacted the property owner multiple times inquiring on this case and advocated on Mr.’s behalf. A refund was not authorized. We have determined no refund will be provided since Mr. or an authorized user accepted the terms before completing the booking.
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 by phone.
Sincerely,
Daniel A
Customer Correspondence Team
On November 11, 2020 an agent from Expedia, Inc. assisted me in booking a package reservation for a trip to Florence, Italy departing on Tuesday March 3, 2020 from Miami, Florida (with a stop in Lisbon, Portugal) and returning on Tuesday March 10, 2020 from Florence, Italy to Miami, Florida (with a 19 hour layover in Lisbon, Portugal). The package includes a hotel stay from March 4th to March 10th at the *** in Florence, Italy located at: ***, *** Italy via itinerary No: ***.
As of today, I have contacted Expedia on several occasions to change or cancel my reservations in the wake of the coronavirus outbreak in Italy. As of today, the US department of state has issued a travel warning for those wishing to travel to Italy and it is not safe as there are many health risks including current disease outbreaks and disruption to Italy's medical infrastructure, are present.
March
5, 2020Revdex.com E.com
- Alaska, 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 time to
address the comments and concerns brought to our attention. Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a package reservation. Our
records indicate that on November 11, 2020, Ms., or an authorized user
of Mr. ***’s account, self-booked a package reservation on
Expedia.com, under itinerary ***. Travel was with ***,
departing on March 3, 2020, returning on March 10, 2020, from Miami, FL, United
States to Florence, Italy. The hotel reservation was for the ***, with a check-in date of March 4, 2020, and a check-out date of
March 10, 2020. We understand Ms. is requesting to cancel the
reservation with a full refund, due to the ongoing Coronavirus safety issue. Upon
receipt of the complaint, we can confirm that Ms.’s issue has been
resolved on March 2, 2020. Again,
we thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Erika
***Corporate
Correspondence Team
I tried to place an order online at expedia. I did not get confirmation and site froze. I was then charged for attempted booking. Call did not help.
On 2/2 2020 I attempted to place an order on expedia.com for a hotel for a stay in Orlando. At this time It took me to *** to hold until the order was processed/completed. It went back to site, did not process said to try order again. Same thing, did not process. At this time I called expedia for booking, let them know I had attempted to order twice online and they stated that it was just a hold and that it would fall off since it was pending and not processed. I gave them my debit information and they placed an order (itenerary # *** and no other confirmation numbers were sent. I was then charged for all 3 attempts/purchases. I called on Monday to clarify the situation and they all told me to go to other company for refund. I placed a dispute with ***, called hotel directly and expedia and they said they would call back and none would. Talked to Amanda from Orlando from expedia and she left me a message she would look into it and get back to me, I have yet to hear back. Mike (who I booked with and was directed to at hotel for complaint) stated that I needed to talk to ***. When I disputed with *** they were told I recieved the service- which I did not through which they were authorized for payment. I incrued several overdraft fees as a result of this and would like my money and over draft fees reimbursed. I want the one reservation that I requested and all of this headache to be over.
March 8, 2020Revdex.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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund of her hotel reservation as she incurred a duplicate booking.
Our records indicate that on February 2, 2020, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation on Expedia’s website, under itinerary *** at the ***, Orlando, Fl. for
check-in April 7, 2020 and check-out on April 8, 2020.
Our records indicate that on February 2, 2020, Ms., or an authorized user of his Expedia account, agent-booked a hotel reservation on Expedia’s website, under itinerary *** at the ***, Orlando, Fl.
for check-in April 7, 2020 and check-out on April 8, 2020.
Upon review, we contacted the hotel on Ms. behalf, to request for a refund since this was considered a duplicate reservation however, they denied the refund.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor
provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.
We sincerely apologize for all the inconvenience you have experienced. Please be assured that the entire team at Expedia is dedicated not only to provide the most efficient, user friendly, and accurate travel application, but also to the highest standards of
support for our members.
We verified there was a site error on itinerary *** and processed a full refund back to the original credit card. Typically the refund takes between 7-10 business days to return back to their financial institution. We are requesting a copy of Ms.
*** bank statement to verify the overdraft fees for reimbursement.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez ***Corporate Correspondence Team
I’ve book a ticket through expedia.com to travel on March 14-April 18 from ***, Layover to Incheon South Korea then Manila Philippines.
The problem is The US government imposed a High Level 3 alert warning not to travel to South Korea due to the danger, health and safety issue of the CoVid19 aka corona virus.
https://wwwnc.cdc.gov/travel/destinations/traveler/none/south-korea
Warning - Level 3, Avoid Nonessential Travel—Widespread Community Transmission
https://travel.state.gov/content/travel/en/traveladvisories/traveladvisories/sou...⇄ />
Please check on the warnings by the CDC and State Gov on the links provided as proof.
I’m asking Expedia and *** to cancel our flights and give us a full refund of our tickets due to the high risks and danger to Travel to South Korea.
They are not willing to help or give a full refund, what they wanted to do is to impose charges and penalties. They’re willing to let all the passengers travel to South Korea when there’s a Hiigh Level 3 alert not to travel in the area.
I’ve been calling them for the pass 3 days and not getting any help to solve the problem but just a run around and excuses. Kindly Please help us out concerning this matter.
Also I don’t think that expedia and their travel helpdesks; supervisors and managers doesn’t know what to do or say when there’s a travel alert issued by cdc or stategov. They have no alternative plans to say or help out passengers complaining regarding this type of health issue.
I’ll provide our itineraries
***
Airline confirmation code ***
Ticket Number ***
Traveler: ***
***
Airline Confirmation Code ***
Ticket Number ***
Traveler:
March 9, 2020Revdex.comAlaska, Oregon & Western *** 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 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 flight reservation. We understand Mr. is requesting a full refund for his flight reservation as the airlines incurred an airline-initiated schedule change due to the Coronavirus Virus.
Our records indicate that on February 9, 2020, Mr., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel on *** departing April 19, 2020 from ***, *** to Seoul, South Korea and returning May 10, 2020 with added Travel Protection Flight Protection Plan.
After further researching this matter we have confirmed with ***’s policy the reservation can only be exchanged not refunded. In order to provide a full refund, we must follow the guidelines of the airlines. If the reservation covered the affected region, states, cites such as, KE international flights traveling to/from China; to include Hong Kong, Taipei, and Mainland China then the flight would have been covered.The services provided by Expedia to Mr. are that of a third party booking agent, the airline; in this case ***, is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for Mr.’s purchase, the customer will also see the airlines name in the transaction information of her credit card statement. We understand Mr.’s frustration and wish we can do more however; we need to comply with the rules and restrictions of ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by you at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Expedia refusing to refund my money for at trip that is canceled we payed insurance for. This is fraud.
March 4, 2020Revdex.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 time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. Jordan ***, Revdex.com case number *** regarding the flight reservation. We understand that Mr. is requesting an refund of $1000.00 for his flight reservation that he cancelled because he had flight protection.Our records indicate that on February 6, 2020, Mr. or an authorized user of the Expedia account booked one multiple destination flight on ***, departing February 29, 2020, from Fort Lauderdale, FL, USA to Zurich, Switzerland and returning on March 10, 2020, from Frankfurt, Germany to Fort Lauderdale, FL; along with the Flight Protection Plan, via ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 27, 2020, the customer called in to cancel the reservation due to the corona virus. Our representative advised him of the policy and protection policy and the customer asked that the reservation be cancelled and then asked for a supervisor. The call was taken over by a Supervisor and the customer was made aware of the protection but he was not okay with it. The supervisor explained that there was no flexible policies with airline and advised that their normal cancellation policy applied. The Supervisor noted that there was no refund nor credit option for this itinerary *** or ***. Mr. asked for a confirmation of the cancellation since the insurance provider asked for it. Mr. advised that he accidentally canceled the protection on itinerary *** and the Supervisor explained there is no way for us to reinstated that. He was going to call the provider of the protection directly for further assistance. Our representative called *** and they advised that they have no exceptions nor flex policy and that they are still operating so the ticket value would be a lost value. They advised if updates come out later the customer could try and submit a refund request but there are no guarantees.
After further review on March 4, 2020, I have been able to verify the details of the reservation and confirmation email. I verified the airline’s record was cancelled on February 27, 2020. I reviewed the reservation being created with our back-office system and was able to verify that the Flight Protection was chosen but the details were not reviewed. The Flight Protection protects travelers for covered reasons. Our partner *** requires a claim to be filed or that they are contacted at *** ESP: *** Intl: ***.
The Flight Protection appeared as follows on the confirmation itinerary:
Flight Protection PlanSat, Feb 29 - Wed, Mar 11Itin # ***Policy # ***You have purchased the travel protection plan. Please refer to your itinerary number when calling to ask or file a claim.
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. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the above we would not be able to honor a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team