We were not notified of our flight status change from Maui to *** until 20 minutes before the flight. The flight was moved back 3 hours and we missed the flight. We confirmed with Expedia that they had miss spelled our email and the fault was on them. The airline got us on a flight to a different city where we had to rent a car to get back on track by driving to ***.
Expedia refunded us for the rental. However we paid for first class tickets and had to ride coach. Expedia only offered us a 200 dollar credit with them on future travel. This does not cover the cost of a single ticket downgrade or the fact we were left to fend for ourselves to get home.
I have spent hours on the phone just to get them to admit their mistake and get the cost of a rental car back. This is terrible treatment for an issue that is very clearly the fault of Expedia.
Expedia.com Response
• Mar 07, 2020
March
7, 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 August 11, 2019, Mr., or an authorized user of
Mrs. ***’s account, self-booked a combined one-way flight reservation
on Expedia.com, under itinerary ***. Travel was with Hawaiian
Airlines and ***, departing on February 17, 2020, returning on
February 24, 2020, from from ***, CA to Kahului, HI. A Flight Protection
Plan was purchased with the itinerary/reflect (List the booking details related
to the customer’s inquiry). We understand Mr. is requesting a refund of
$500.00 in compensation, as a result of an airline schedule change. Upon
receipt of the complaint, Expedia reached out to *** to advocate on
Mr.’s behalf, requesting approval to refund the downgrade difference. *** responded to our inquiry and advised they have processed a refund in
the amount of $459.80 ($229.90 per passenger) back to Mr.’s Mastercard
account on March 6, 2020. Kindly allow 3 – 5 business days for the credit card
company to post the credit to Mr.’s account. 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 book a flight for my mother *** (74 years old) from Boston to Cairo (round trip) on Expedia. (Itinerary # ***). on Saturday 02/22/2020 I received an email from the airline that the flight from Boston to Cairo on the 4th of March is cancelled and it is re-booked on the 03/06. I called the airline to confirm and was told the layover in Casablanca will be 30 hours. The reason I booked on this airline in the first place was the layover on the original date was only one hour and 20 minutes. My ill mother can't handle 30 hours of layover and I asked to cancel the flight for a full refund. the airline informed me that I have to go thru the agency that booked my flight to cancel. I have called Expedia everyday since then and i'm told they can't get a hold of the airline to get a waiver for a full refund. I'm entitled to a full refund since the airline cancelled the flight, it wasn't my request. The way I see this, i'm being pushed until the day of the travel comes and go and will be recorded as "no show". I have spoken to several people with Expedia and they all have the same idea is to wait 24 hrs. it has been so many 24 hrs and still haven't heard back. the last call I had was with one of Expedia supervisor that told me to wait 3 days. now i'm running out of time and need to book a flight for my mom next week. I will book another flight on a different airline with a reasonable layover. However, I would like to get my full refund. If Expedia having difficulties reaching out the airline,they shouldn't have had them listed on their website. Expedia should take a full responsibility refunding the full amount of my ticket. some of the customer service representatives I spoke to offered me to cancel the flight and get a refund of $400 out of the $1,055 I paid. I was told they can process the cancellation without the waiver but I have to pay the penalty. However per the airline, I don't have to be penalized for anything since they cancelled the trip.
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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund because of the unacceptable schedule change to the flight itinerary.
Our records indicate on January 14, 2020, Mr. *** or an authorized user of the Expedia account booked one round trip flight on ***, departing March 4, 2020, from Boston, MA to Cairo, Egypt and returning on June 6, 2020, via itinerary ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 28, 2020, that Mr. was sent an email advising that we have processed the cancellation and submitted the refund. The refund of $1055.35 was issued to card ending ***.
After further review on March 4, 2020, I was able to verify that the flight was cancelled and the refund was submitted to *** on February 28, 2020. The refund will appear on the original card that was charged and will appear as *** as the merchant.
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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Mar 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel stay at ***, Nags Head, NC, Feb 14 - Feb 16. At check-in the desk clerk was rude, and as I was checking in, there was another hotel guest there complaining about BED BUGS in his room. The Hotel was under construction, but there was no mention of this on the Expedia website, nor the Hotel website at the time of booking!
On Feb.15th at 7AM there was construction going on in the Hotel on the floor I was on and the floor above, workers drilling, sawing and banging doing room repairs, which was extremely annoying and disruptive to the hotel guests. My room was a double room, and on the second day of my stay the bed linen was made on only one bed and not the other, and the bed that was made had unclean linen on it! The front desk was notified twice, but did not send anyone to change the linen. I would have never booked at this hotel if it was stated that it was under construction.
Expedia.com Response
• Mar 03, 2020
March 2,
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 a hotel. We understand *** is requesting a refund.Our
records indicate on February 3, 2020, ***, or a person authorized
for the Expedia account, booked a hotel reservation for two nights with check
in on February 14, 2020.On February
25, 2020 we received an email from the customer stating that their past stay
had not been pleasant and they were going to submit a Revdex.com complaint. No calls
were received from the customer for assistance. We regret
to hear that the customer was dissatisfied with their stay. When issues arise
with a room they should be addressed with the hotel during the stay so that a
resolution can be provided. Discounts are not provided for dissatisfaction. If further
assistance is needed after addressing requests with the hotel, Expedia has 24
hour customer service, 365 days per year. We will advocate on the customer’s
behalf with the hotel, or provide other assistance if needed, to ensure that
they are able to have a stay equivalent to what they booked. If the
customer is requesting a refund instead of assistance, we can pass the request
on to the hotel but it is at the digression of the hotel. Refunds are normally
only provided if a stay is not provided. It appears that the custom4er did use
the stay in this case and compensation is not available.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 03, 2020
Complaint: ***
I am rejecting this response because: The booking was done through Expedia, not the Hotel directly, therefore the Hotel has advised that the refund request be done with EXPEDIA. I will send another complaint for the business practices of EXPEDIA.
Sincerely
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 additional comments from our customer. We are
responding to the consumer complaint number ***.The
reservation was pre-paid through Expedia. When Expedia collects payment for the
room we pay the hotel. As Expedia collected the payment, we would provide any
refunds to the customer that were issued back from the hotel. We
contacted the hotel on your behalf. No refunds or waivers were provided. We
were advised that the full two days of the stay were used. We are not able to
provide compensation for dissatisfaction.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
Recently booked a trip to Mexico 2/15/2020 to 2/20/2020, upon arrival the hotel was dirty and had blood stains on the sheets. Hotel informed me that I would received a full refund of the nights not stayed 2/16/2020-2/20/2020. Contacted Expedia and they have not been able to resolve complaint nor refund money for over 7 days. Expedia has been giving me the same information that they will contact hotel and have been unsuccessful at resolving the issue.
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 Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a full refund as she arrived at the property and the room had poor conditions.Our records indicate that on February 16, 2020, Ms. ***, or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***, with stay at the *** for check-in February 16, 2020 and check-out on February 20, 2020.Per the rules and restrictions imposed by the hotel on this reservation, “cancellations or changes made after 6:59am local hotel time on February 2, 2020 are subject to a hotel fee equal to 2 nights plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. 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 Ms. *** 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.While we regret the customers’, experience was not as we would have hoped, Expedia is unable to honor their refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I booked a flight and hotel with EXPEDIA around January 20th 2020, for February 27th through March 2nd. I even downloaded their app. On January 25th I received an email stating that my hotel reservations were canceled. I called EXPEDIA to find out what happened their only explanation was that it was done via through the app. Paid an extra 150.00 dollars for a new hotel reservation on top of what I first had paid. 2 days prior to my vacation I received another email stating that my reservation was now March 3rd through the 5th I called EXPEDIA again to find out what was going on? I wasn't given an explanation was told that I'd get a call back and after 2 hours of waiting I called EXPEDIA yet again. Was told that the prices had gone way up and the only thing that they'd do was accept more money. I was ultimately given no other option but to totally cancel the entire hotel reservation and hope that there was available rooms directly through the hotel. This was by far the absolute worst customer service. The amount of stress that I've had to deal with has been awful.
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. ***, Revdex.com case number *** regarding his hotel reservation being cancelled. We understand that Mr. is requesting an apology for the inconvenience he experienced. Our records indicate that on January 20, 2020, Mr. or an authorized user of the Expedia account booked two combined one-way flights, departing February 27, 2020, from Minneapolis, MN to Tampa, FL and returning on March 2, 2020. The reservation also included a four-night hotel stay at ***; via itinerary *** A confirmation email was sent on the same date, and has since been opened five times.
We can confirm on January 25, 2020, the customer called stating he did not mean to cancel the hotel and stated the website cancelled it in error. Our representative verified the cancellation and added a $50 coupon to his Expedia account.
After further review on March 4, 2020, I have been able to verify the reservation, confirmation email and the cancellation email. I was able to view in our back-office system Mr. cancelling the reservation online on January 25, 2020. Immediately following the cancellation, a refund of $681.77 was processed to the original form of payment. A cancellation email was emailed to the email address on file.
We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors’ availability. Hotel reservations are only confirmed once the purchase has been completed.Please note that 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.
Please accept our apology for any inconvenience that may have been caused. 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 04, 2020
I don't accept the apology from EXPEDIA. Due to the inconsistency of their statement and apology. They only apologized for 1 of 3 issues. Never once did I ever cancel or change any of my reservations as they are claiming. After calling and trying to take care of the issue on January 25th (paying an extra 150.00 with the 50.00 credit) everything was fine and back on schedule. However on February 25th (2 days prior to departure) I received an email stating that my reservations for February 27th thru March 2nd for the hotel were canceled and instead reserved for March 3rd to the 5th. Still not clear as to why March 3ed thru 5th since it was and always had been February 27th thur the 2nd of March. It made no sense so again I called to find out what was going on. Not one of the customer service representatives I spoke with could explain what happened. Was told I would get a call back from EXPEDIA and never did. I decided to call EXPEDIA after 4 hours of waiting. At this time I was informed that I had to pay an extra 775.00 in order to keep my hotel reservation with no exceptions what so ever. EXPEDIA refused to explain how and why this happened.When I asked to speak with a supervisor and or manager I was told no you either pay the money to continue on with the reservation or cancel and get a refund. So I decided to cancel my hotel reservation after all this trouble and had to call the hotel and make the reservations myself which I ended up having to pay an extra 139 dollars. Which was a total of 239 more. The morning of my trip February 27th I check in via Expedia app for my flight at 8 a.m. paid extra for priority. When I got up to the counter the customer service representative informed me that EXPEDIA cancelled my flight at 1:20 p.m. on February 27th just 5 hours before boarding stating I had a death in the family and I did NOT have no death in the family. Therefore the CSR had to fix it in order for me to be able to fly out on the 27th of February. He noted our reservations stating that if there was any activity to inform me by phone.
I booked 2 plane tickets through expedia for a vacation happening in May 2019. Unfortunately I had to cancel and made the cancellation in February of 2019. The expedia agent informed me on the phone and sent me a follow-up email explicitly stating that I had until 2/25/20 to re-book the ticket (but travel could be later), and that I would have a credit of the full ticket price minus a $300 per ticket change fee to apply to the new ticket. I first called to 1/6/20 to rebook the tickets when the total price was approx $950 for travel in 10/2020. The agent confirmed that I had called in time but she was unable to re-book the tickets becase the airline in Europe needed to do something and was closed. I called back again and 2 agents tried to tell me that I had to travel before 2/25/20 and therefore my credit had expired. I escalated and the agent confirmed the original email and terms from expedia and that expedia would make it right, but after 2 hours on the phone and him calling both the airline and 'corporate' I had to call back to complete the booking. I called back and was once told that expedia's version of correcting the issue is that I could rebook the ticket at my expense and that expedia would 'assist me in getting a refund minus exchange fees from the airline'.
Expedia.com Response
• Feb 25, 2020
February 25, 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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his flights.Upon receipt of this complaint we can confirm that on February 24, 2020, Expedia processed a refund in the amount of $1460.26 to the original form of payment. The time it takes to receive said refund will depend on Mr.’s credit card company/bank institution. We ask that he please allow two billing cycles.Again, 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,Di-Di FCorporate Correspondence Team
This is a shady company, they overbook guests at your hotel even though you show 0 inventory and try to tell you it is your fault and then try to charge you to find accomodations for the guest. They routinely book guests in to room types not requested, overbook hotels, charge guests who were not charged at the hotel and claim the hotel charged the guest. They have zero care for the guest because the guest then goes to their website and reviews the hotel on expedia's shortcomings.
I purchased a flight from Expedia Inc on December 27th, 2019 and paid to purchase the insurance coverage to protect my flight. Expedia advertised that this insurance covers 100% of your trip if you need to cancel and cost me $38 to buy. I needed to cancel my flight and contacted Expedia regarding how to go about being reimbursed for my trip. I was told to go through the insurance company and then told that the company only covers 100% of your trip up to $100 per trip. This was not made clear when purchasing the insurance and was completely misrepresented on Expedia's site. I purchased the insurance because I cannot afford to be out $300 on a flight (if I needed to cancel) and at almost 15% of the cost of my flight expected (as advertised by Expedia) that I would be reimbursed for my entire trip.
I contacted Expedia to request that they make it right since they advertise this 100% trip cancellation and spoke to three separate people who were unwilling to stand by what they sell on their own website and make it right. After research, it seems I am not even close to the only one who has been taken advantage of by this misleading insurance advertising and think that it is important that Expedia corrects this mistake to make sure future consumers are not taken advantage of as well.
Expedia.com Response
• Feb 25, 2020
February 25, 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 Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a refund of her flights and wants Expedia to change the verbiage on the insurance along with requesting that Expedia stands behind the products we sell on our website.Our records indicate that on December 27, 2019, Mrs. or an authorized user of the Expedia account, booked three round trip flights on *** Airlines departing on July 24, 2020 from Austin, TX, to Boston, MA and returning July 31, 2020, along with the cancellation plan, via itinerary ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 23, 2020, the customer called in requesting to know if she could change her flights. Our representative advised that her fare was a basic economy and is non-refundable and non-changeable. The customer asked about the insurance and our representative advised her to contact the provider and they would advise what they cover. The customer contacted our Social Media Team and stated she needed to cancel the flights because she couldn't take the week off due to work. Our representative explained that she could submit a refund request with provider of the cancellation plan.
After further review on February 25, 2020, Expedia was able to verify the reservation created by Mrs., the confirmation itinerary. The non-refundable, non-changeable flights were booked with the cancellation plan. The details of the cancellation plan on *** website state trip cancellation and trip interruption are covered 100%. *** also advises that the customer must file a claim with them via their website or by calling them. *** will advise Mrs. based on the policy and the type of protection she chose, what she is entitled to.
See the following hyperlink and contact details for the Travel Protection Plan:***
USA 1.855-400-2624ESP: 1855-334-3972International: 1-516-342-4503Email Address ***Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Mrs. agreed to our Terms of Use, which expressly provide: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 fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to honor Mrs. request for a refund. 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.
I book a hotel through Expedia.com in early January which was "book now, pay at the hotel" when I arrive. The booking has no penalty and free cancellation as long as I cancel it befor December 2, 2020 being the the reservation isn't until late December.
Family matters arose and I decided that I would have to cancel my trip and called Expedia to do so. Ended up on the phone with 2 different supervisors on two differnt occasions for more than an hour each time, only to be told that there is a glich in their computer system and that they are unable to cancel.
Both supervisors on both occasions told me to continue to try to cancell the reservation daily or monthly until December to see if the glich fixes itself....also while claiming that even called the hotel and the hotel was also unable to cancel it due to it being booked through Expedia.
I simply want the reservation canceled and not have to call them or go online daily attempting to cancel the reservation with no resolution.
Expedia.com Response
• Feb 28, 2020
February 28, 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 disheartened the customer felt their concerns were
not resolved adequately by our company prior to seeking further actions from
you.Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation. Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia account, self-booked a Pay Later hotel reservation on Expedia’s mobile
app, under itinerary ***. The reservation was made with ***
San Juan, Puerto Rico, for December 23, 2020 - January 2, 2021. We understand
Ms. wishes to cancel her booking.Upon
review, on February 10, 2020, Ms. contacted Expedia, requesting to
assist her with cancellation of the booking as she couldn’t self-cancel it
online. Between February 10-17, 2020, Expedia attempted to cancel the booking,
but due to a technical issue, wasn’t able to complete the customer’s request.
We contacted the hotel multiple times, but they refused to process a
cancellation on their end. On February 24, 2020, we were able to speak with the
hotel’s manager, who made an exception and cancelled the booking on her end.
She confirmed the customer will not be charged for the booking as the reservation
was cancelled outside of penalty and provided cancellation confirmation number ***. Please
note that as the booking was cancelled on the hotel’s end, the customer’s
reservation may still be showing as active on Expedia’s website. 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,Gayana W Corporate Correspondence Team
On January 6th I used expedia to rent a car, and the renting company was Routes and paid expedia online.However they never clearly stated that Routes does not rent out to local residents, therefore I was denied service by Routes and told to cancel through my original booker. I tried to get money back but both expedia and Routes refuse to give me my money and I'm out of $159.30
Expedia.com Response
• Feb 26, 2020
February 26, 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.com is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records show on January 6, 2020, Mr. or an authorized account user self-booked a car rental reservation with Routes using Expedia’s Mobile site under itinerary ***. The car reservation was for pick up in Atlanta, Georgia from January 6, 2020 to January 13, 2020. We understand Mr. is seeking a refund of $159.30, based upon being deemed ineligible to rent by Routes.
On January 6, 2020, Mr. contacted Expedia to report that he was denied use of a vehicle due to his local residency. We contacted Routes on Mr. behalf to request authorization to issue a refund for rental ineligibility. Regrettably, Routes denied our request based on the following restrictions that were provided to Mr. at the time of booking under:
Rules and restrictions
Your rental may have mandatory, local insurance requirements (Opens in a new window) that result in additional charges at the time of rental.
Please note that the names of coverage products, fees, charges, optional extras, etc., used locally by the Supplier may not be exactly the same as the ones displayed on our website. The names here are standardized in order to better compare different Suppliers' offers.
*If you are a local renter, you are not eligible to rent from this Supplier.
Furthermore, by selecting to complete this booking Mr. acknowledges that he read and accepted the Expedia’s Terms of Use:
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.
Upon receipt of Mr. Revdex.com complaint, on February 26, 2020, Expedia contacted Routes to advocate on the customer’s behalf by requesting authorization to refund the restrictive car rental. The rental company Routes advised that Mr. reservation shows completed and therefore a refund is not authorized. However, as a one-time courtesy Expedia processed a refund of $159.30, back to the customers original form of payment. The time it takes for the refund to post depends upon Mr. back generally taking three to seven days.
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.
I am VERY dis appointed with the service from Expedia this time.
I am trying to have them do an even exchange for my return trip. I called on the 18th and was told they cannot make even exchange without speaking to airline first, that they will need to email the airline and they have 72 hours to respond back. well their 72 hours ended 24 hours and still response from Expedia or airline.
I called today 02/22/2020 to Expedia again, after 40 minutes on hold they transferred mt to a supervisor who suggested I just buy a new one way ticket. he then transferred my to Debbie from corporate office and she put me on hold while calling the airline but the call got disconnected. although they asked me for a call back number in case we get disconnected they never called me back and I am now on hold for 1 an hour again, back at square 1.
Expedia.com Response
• Feb 27, 2020
February 27, 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 flight reservation.
Our records show on December 12, 2019, Mr. or an authorized account user self-booked a flight on Expedia mobile site under itinerary ***. Travel was with ***, traveling from Tel Aviv, Israel to Miami, FL USA departing on January 9, 2020 and returning on February 27, 2020 for a total of $2604.23. We understand Mr. is requesting that Expedia compensate him by changing his return flight at no cost.
On February 18, 2020, Mr. contacted Expedia to change his return flight due to his mother’s illness. In addition, Mr. stated he is open to returning to Tel Aviv, Israel, between March 9, through March 11, 2020. As requested, by Mr. we offered a flight traveling from Miami, FL USA to Tel Aviv, Israel, departing on March 11, 2020, in (business) class for a total of $1718. It appears that, Mr. did not accept that increase in cost therefore, he requested to be transferred to our Corporate office. We attempted to inform Mr., that Expedia works off of live inventory and is subject to our travel providers prices that we cannot control or adjust, Mr. then opted to leave his flight scheduled for February 26, 2020.
On February 22, 2020, Mr. contacted Expedia to continue his inquiry regarding the adjustment to his return flight. Furthermore, based on Mr.’s request we offered to exchange his flight for $456, under (economy) class in order to decrease the pervious total of $1718 for a (business) class ticket. However, Mr. declined that option and requested to be transferred to our Corporate office. In order to, best assist Mr., we advocated on his behalf by contacting *** to obtain authorization to waive all fees for changing his ticket. Regrettably, *** advised that Mr. is required to pay the increase in the airfare and the penalty fee.
Furthermore, by selecting to complete this booking Mr. acknowledged that he read and accepted the ***’s Restrictions and Expedia’s Terms of Use, below:
*** Restrictions: CHARGE USD 320.00 FOR NO-SHOW. CHARGE USD200 BEFORE DEPARTURE OF THE FLIGHT BEING CHANGED. REISSUE MUST BE MADE WITHIN 24 HOURS CHARGE USD 320 AFTER DEPARTURE OF THE FLIGHT BEING CHANGED. REISSUE MUST BE MADE WITHIN 24 HOURS. THE ORIGINAL NON-REFUNDABLE FARE OR PENALTY FEE AMOUNT REMAINS NON-REFUNDABLE.
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
*** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an adjust towards the airline fees unless approved by the airline and must adhere to the policy above.
Inconclusion, On February 24, 2020, Mr. contacted Expedia to change his return flight to March 11, 2020, departing from Miami, FL to Tel Aviv, Israel. In respect to, the total cost of the change, Mr. paid $1008.00, for (business) class ticket.
See the following ticket details:
*** Ticket
***/ *** Tamar: ***
While we regret Mr.’s experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his request.
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.
I am leaving one star because Revdex.com is requiring it. I will NEVER use Expedia, my corporation will never use Expedia, my husband's company will never use Expedia again. I booked a trip out of the country and while the outgoing trip is still intact, the return flight is a disaster. Four legs to get back home and 3 of those legs were cancelled without notice. I just happened to log on to find I had no way of getting back to the USA. To rectify I had to book a one way ticket home instead of allowing me to book a round trip. Round trip would have cost $622, but because I now had to book a one way ticket home it's going to cost $2900. Expedia would not rebook/recalculate base on a round trip and would only book 2 one-way tickets. No need to file a formal complaint with the Revdex.com because Expedia's responses will be "we are just a 3rd party website" zero liability position. You can reject their response but that will also get you nowhere because that is where it ends. DO NOT USE THEM - book your flights on a different platform, use a travel agent, book directly with the airlines ...whatever you do DO NOT USE EXPEDIA.
Expedia refused to change my flight itinerary even though airline fare rules permitted. They also changed my itinerary after ticket was issued creating a 12 hour layover and 12 hour earlier departure. They even refused to allow cancellation for credit.
They kept me on hold for 6 hours promising to fix but in the end made all manner of false claims and excuses not to make the change.
Recommend booking directly with airline in future as it is usually cheaper and, if not, beware because it could cause problems if you need to change.
We paid Expedia.com for a Resort stay in *** and Roundtrip transportation from the *** Airport to the Resort and a Return trip back to the Airport.
Only part of the Paid for Round trip Transportation was completed. On our Expedia.com Itinerary, it Clearly States our Return Transportation from the Resort to the *** Airport had a Pick-Up time of 2:00 PM on 03FEB20. The instructions stated for us to be available 10 minutes prior to this time.
We checked out of our room at 12:00 PM. Check-Out was conducted at the Departure Lobby of the Resort where All pick-ups are done! Thereby we were in place waiting for over an hour. No Blue or Expedia transportation arrived between 1:15 PM and 2:00 PM. At apprx. 2:05 PM two Blue Tours vans arrived and picked up two other couples headed to the *** Airport. But would not honor our Itinerary.
The Front Desk Agent then called the number provided on our Itinerary for Blue/Expedia Travel and was told that we were supposed to be there at 1:25 PM, which we were. Although she advised them of our Expedia.com Itinerary stating Pick-Up time was 2:00 PM. After another 15 minutes, the Front Desk Agent called twice and received the same answer, I requested a third call, 10 minutes later and I spoke to the Expedia/*** agent. They gave me the same Lie about the shuttle being there at 1:25 PM and stated that, they refused to send another pick-up.
This was clearly a very bad mistake and oversight on either the part of Expedia.com or their Vendor for hire *** {***}. For clearly our Expedia Itinerary States: Pick-Up from Resort at 2:00 PM, be there 10 minutes before scheduled pick-up time on 03FEB2020. We will not rest nor cease to pursue for our Full refund and compensation for this breach of contract and failure to deliver what was promised! And therefore, will seek ***itive damages on behalf for being Stranded, Humiliated, and Stressed We're looking for FULL Restitution and Compensation! Thank
Expedia.com Response
• Feb 26, 2020
February 26, 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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. *** is requesting a refund of $36.00 for the additional transportation, $40.00 in ATM fees and additional compensation totaling $150.00. Our records indicate that on January 20, 2020, an Expedia representative booked Mrs. *** a round trip shared shuttle: for the *** Airport for pick up on January 31, 2020 and drop off on February 3, 2020, via itinerary ***. We can confirm on from February 4, 2020 through February 10, 2020. Multiple emails were sent between Expedia and Mr. regarding Mr. complaint of the transportation company not picking them up from the hotel. Expedia emailed Mr. advising we were waiting on a response from the vendor regarding their response to not picking the guest up on February 3, 2020. Mr. replied reiterating the scenario. Expedia replied on February 6, 2020, advising the vendor denied authorizing Expedia to issue a refund for the transportation cost.On February 6, 2020 and February 9, 2020, the customer called in wanting a refund and compensation due to no service being provided by the shared shuttle service. He advised that they waited from on February 3, 2020 from 130pm until 230pm but the vendor never arrived and he booked other transportation to get to the airport. Our representative called the vendor and the call went to voice mail. The representative reviewed previous documentation on the account and the vendor denied authorizing Expedia to refund.
On February 11, 2020, the customer called to get a refund for the reservation since the return transportation was not provided. The representative called the vendor but there was no answer. Our representative reviewed the previous history on the account and noted the vendor denied the refund. The representative decided to offer a $75.00 voucher due to vendor poor service and Mr. agreed and accepted. The representative advised the voucher was for hotel pay now or package with a hotel.
After further review on February 21, 2020, I verified the reservation along with the details of the shared shuttle transportation. I tried contacting TUI Des***tion Experiences but the number rang busy. I verified that the $75.00 voucher that Mr. agreed and accepted was on the Expedia account and the voucher expires on March 31, 2021. The voucher that was previously agreed to and accept is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. Please know that the voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
We have received an Attorney General case with the same complaint which is being handled by our Legal Department and the customer will be contacted once resolved.
Please note that 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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 26, 2020
Complaint: ***
I am rejecting this response because: (1). I was advised by the Expedia.com Rep, that offered the $75 voucher, that it was only good for a VACATION STAY on Expedia.com. Which means that we can only use the voucher if we plan on or make another Vacation Trip before 2021. That's pressure to make us spend more money to recoup money we have already lost!
(2). We've spent in time and money over $100 for transportation to and from (***) *** Airport! Not to mention the STRESS, STRAIN and EMBARRASSMENT this issue caused!
Booked a stay using expedia had a death in the family. I called expedia to cancel my reservation and get a refund. The representative said it would be up to the hotel. She put me on hold called the hotel. She then came back on the phone informed me I would get charged 75 dollars for one night stay and refunded the other nights. After receiving my bank statement I seen I was charged full amount. I called Expedia again. The guy in billing told me he would pull the recording to,see who told me I would get a refund d *** or expedia rep. If it was expedia I would get a full refund. He asked to give him 24 to 48 hours. I got an email state g *** policy was no refund. I want to know why I was told Twice I would get a refund over the phone but send email stating different. I'm owed refund. Expedia took my money same day I made the reservation. They told me twice I would get my money back. I want my refund.
Expedia.com Response
• Feb 25, 2020
February 25, 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 Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr.
*** is requesting a refund for the
additional fees that he paid directly with
***.
Our records indicate that on January 18, 2020, Mrs.,
or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary
***.
Travel to the *** & Conference Center for check-in
January 27, 2020 and check-out January 30, 2020.
We reviewed the account on January 23, 2020 and contacted the
property on Mrs. behalf and received approval to refund the reservation
for two nights. However, the hotel charged the
customer the full amount and
denied the refund request. Because this is a pay later hotel, our
representatives are required to contact the property to get approval of refunds
as we do not collect
any monies for these types of reservations.
In effort to resolve this matter, Expedia will process a
refund for $168.60 for the inconvenience the property caused. We
appreciate the opportunity to address this issue, and hope we’ll have the
opportunity to assist you again in the future.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
On January 6, 2020 I purchase a round trip flight ticket Phoenix-Monterrey, Mexico $417.41 + $27.00 travel protection under Itinerary # ***. Expedia advertisement indicates that they will handle any cancellation on the ticket in any circumstance, they didn't informed me that in the event of a cancellation I will need to proceed and deal with a third party corporation. At the Expedia.com page they assure that THEY will handle any cancellation.
Unfortunately due to a work issue I need to cancel the above mentioned trip on February 7th and under case ID # *** they re-directed me to a third party business.
Expedia supervisor Edgar sent me an e-mail on February 7th indicating that I will be charged $200.00 upon re-issuing a new ticket... what is the purpose to purchase a travel protection that will not protect me when I needed?
I paid for a service that I expected Expedia to back up as they clearly advertised.
Although at the time of booking/paying the ticket indicated that it was a non refundable ticket, I was in the understanding that Expedia will refund me that amount since I purchase a travel protection.
Again, Why would I buy protection that would not protected me when I needed??
Thank you
Expedia.com Response
• Feb 27, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *-***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a flight reservation. We
understand Ms. *** is requesting a refund
of her flight reservation
as she purchased Travel Protection Flight Protection Plan.
Our records indicate that on January 6, 2020, Ms.
***, or an authorized user of his Expedia account, self-booked a flight
reservation on Expedia’s website, departing Phoenix, AZ on
April 9, 2020 to Monterrey,
Nuevo Leon, and returning on April 13, 2020 under itinerary ***.The customer
added Travel Protection Flight Protection Plan.
Upon review, on February 7, 2020, Ms. *** agreed
to cancel her flight as she was advised it was non-refundable with a $200.00
exchange fee. As you may know Expedia.com acts as an independent agent for
reservations for airlines, car rental companies and hotels, as such we must
abide by the terms and conditions mandated by United Airlines for your flight
reservation and
cannot make amendments to the validity of your flight credit. It
is our customer’s responsibility to review all Rules and Regulations prior to
booking any travel.
As indicated on the Terms and Conditions of your Expedia
Flight Protection, Travel Guard Company underwrites this Protection Plan made
available through Expedia, which a division of Aon Affinity Insurance Services,
Inc.
We understand Ms.’s frustration and wish we can
do more however; we need to comply with the rules and restrictions of your
travel insurance.
In matters such as these, we strongly encouraged that she coordinates
directly with Travel Guard regarding your questions or claims at 1-855-266-4974.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
I booked two flights and was told our seats were not available for us and wasn’t able to get on the flight and wasn’t able to get a refund. We lose our money and our trip. I have the email from Expedia about my flight
Expedia.com Response
• Mar 02, 2020
March 2, 2020Revdex.com***, 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 Mrs.
*** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund for her flight reservation as she was not able to
take the flight.
Our records indicate that on December 13, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a one-way flight reservation using Expedia’s website, under
itinerary ***. The itinerary was for two travelers on ***
Airlines departing February 21, 2020 from New York, NY to Portland, OR.
After further researching this matter we have confirmed the
reservation was purchased by Mrs. or an authorized user on the account,
without the assistance of an Expedia representative. Prior to purchasing the
reservation Mrs. was provided
with the terms and conditions associated
with her reservation. The following terms and conditions, pertaining to
cancellation, were provided both at the time of booking and on the Expedia.com
email confirmation of the travel itinerary. As indicated on the
email
confirmation:
Airline assigns seatsBring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChanges not allowed
We
understand Mrs. frustration and wish we can do more however; we need to
comply with the rules and restrictions of *** Airlines. 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 MCorporate Correspondence Team
Customer Response
• Mar 02, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I just think that it is unfair that with the outbreak in WASHINGTON state which is not too far from Portland and now in NYC anyone should not be forced to travel nor penalized for not traveling as thousands of people have lost their lives. I think that it is inconsiderate and wanted to pursue. If I cant receive a refund then I would like points or something for the humane thing to do than just to give almost $200 to expedia. I use Expedia a lot and intend on doing so in the future but bc of my uncomfort as a preg woman to travel and potentially get sick, should be taken into consideration
I booked a flight and hotel package to *** for a week OR so s time.. had heck of a job booking it through EXPEDIA because it wouldn’t take my credit card for some reason .. I tried two cards and it kept rejecting the sale
Anyway finally managed it and they sent my boarding cards and confirmation from VUELING
Trouble is I booked the flight for 9.45 in the morning and they had sent boarding cards for 19.45 at night ..
I immediately tried to change the times but they wouldn’t let me without paying a change fee of 158 e.... so instead I tried to get hold of them ... by phone ... by message... by twitter to no avail
Also tried to get hold of Expedia .. their confirmation had come through correctly so I wasn’t sure who had submitted the wrong info... but it wasnt me
Time was moving on and I wanted to be sure of the early flight so I changed the times and paid the fee of 158 euro expecting to be reimbursed when they realised THEIR error
Anyway I finally got a response from EXPEDIA today and they told me they couldn’t do anything about it and I should contact ***
They helped me get in contact with *** who have told me that I should contact EXPEDIA as I booked the flight with them
I am totally disgusted with both of these big companies .. through no fault of my own I’ve paid double for a flight because of their error and neither of them will own up to it
I don’t even get my reserved seats I paid for on the initial flight
Expedia.com Response
• Feb 26, 2020
February 26, 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 Ms. *** (Revdex.com case number ***) regarding a vacation package reservation.
Our records show on February 19, 2020, Ms. or an authorized account user self-booked a package on Expedia’s Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Malaga, Spain to Barcelona, Spain departing on March 3, 2020 and returning on March 7, 2020. The package includes a hotel with a stay at *** Hotel *** for a check in on March 3, 2020 and a check out on March 7, 2020 for a total of $561.92. We understand Ms. is requesting that Expedia compensate her by refunding the airline imposed change fee.
On February 20, 2020, Ms. contacted Expedia via twitter to report the departure time of her flight was booked incorrectly. Regrettably, Ms. was informed that she selected a," Low Cost Carrier", flight as part of her package. Therefore, Expedia cannot access her tickets and must direct all service related requests specifically to," *** Airlines".
Additionally, Expedia’s Terms of Use, and the flight restrictions which were agreed to by Ms. 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 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.
*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Low Cost Carrier Definition:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines is the (flight) merchant of record (the entity that received Ms. funds and is the company that charged her credit card).
Furthermore, by using a tool which allows us to see the customer’s itinerary, Expedia reviewed Ms. confirmation which validated the chosen departure time of 9:45PM, for March 3, 2020. The exact flight and hotel details, including the flights schedule, was sent to Ms. immediately after booking.
Inconclusion, Ms. may attach to her Revdex.com response, a copy of her out of pocket expenses paid to *** Airlines for adjusting her flight time. This requested document will allow us to properly review the disputed charge of 158 Euros mentioned within the Revdex.com complaint.
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.
I booked a ticket to New Zealand through Expedia in January 2020. Prior to my travel, I had to modify my reservation due to a medical issue. I was advised by Expedia agents that if I submit my medical documents, they would plead my case to the airline and get me a refund. Then Expedia cancelled my ticket and offered me *** i.e. *** credits. In the email, it said 'if your new flight costs less than your credit amount, the remaining value is forfeited'.
When I called Expedia to rebook my ticket using airline credits, they said I cannot rebook the ticket because 'it has to be of the same or higher value' than my cancelled ticket. When I said that the condition of same or higher value was not mentioned anywhere in the email or their T&C, I was redirected to a senior agent who mentioned that the 'new ticket I was requesting was not even an *** flight' even though on Expedia's website it clearly stated that it was. The senior agent then said that he cannot help me for 72 hours even though I was due to fly within 48 hours. When I contested that, I was redirected to the corporate office, where a senior corporate official named 'Joseph' told me that the tickets I was requesting did in fact belong to *** but there were other T&Cs that again Expedia did not have listed anywhere in any communication or its website. Joseph convinced me, however, that he had spoken to *** and if I called them the airline would help me reschedule on behalf of Expedia since Expedia could not help me at that point. Jospeh also sent me an email saying they would cover half the rescheduling cost. When I called ***, they said *** had made no claim to help reschedule. When I called Expedia back, they said they are not sure a 'Joseph' works there.
At every step I was misdirected and misinformed. Expedia and its representatives made false claims and did not fulfil the services I paid for. I lost 5 hours of my time to customer service and had a harrowing experience which worsened my health.
Expedia.com Response
• Feb 20, 2020
February 20, 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 a refund. We understand that Ms. is seeking a refund for her flight due to due to medical extenuating circumstances.
Our records indicate on January 30, 2020, Ms. or an authorized user of the Expedia account booked a one-way flight via a mobile application on *** departing on February 16, 2020, from Raleigh, NC, USA to Auckland, New Zealand via ***. A confirmation email was emailed to the email address on file, it has been opened seven times.
We can confirm on February 15, 2020, Ms. advised she needed to cancel her trip due to medical reasons. Our representative advised the ticket was non-refundable, however a future travel credit would be provided as long as the new flight is completed by January 29, 2021. Our representative advised there was a $200 change fee plus any difference in the cost of the new fare. Our representative advised we can submit a refund request on her behalf with *** and that she will get an email within 48 hours so she can reply with documentation and she was ok with the explanation. Expedia emailed the customer the details of what was needed so that we could email ***. The customer responded to our email with the proper documentation to which we forwarded to ***. *** replied, “we don’t offer any refund waiver due to medical reasons unfortunately. Passenger can go through travel insurance if purchased otherwise fare rules apply.” Expedia replied to Ms. advising that *** denied the refund. Expedia advised the ticket is changeable with a $200 change fee and any increase in fare, including taxes and fees.
On February 18, 2020, Ms. called in to inquire on an exchange. Our representative researched February 20, 2020 departure and a return on March 3, 2020 from Los Angeles, CA to Auckland New Zealand. Our representative advised the change fee of $200 plus and fare difference would be Ms. responsibility and that the new fare must be higher than the original fare. No changes were made to the record. Ms. may contact our Customer Service Department at 877-227-7481 when she is ready to exchange or inquire on changing her ticket
After further review on February 20, 2020, I reviewed of the reservation, the confirmation itinerary and ***’s change policy. ***’s change policy requires a $200 change fee plus any increase in fare, including taxes and fees to exchange her ticket for a new one. *** did not honor the request to cancel and refund due to extenuating circumstances. New travel dates must be travel on by January 29, 2021.
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 FCorporate Correspondence Team
Unable to cancel hotel reservations, 9 days before date, due to illness.
Called several telephone numbers, Expedia does not have a reservations number where you can talk to a representative. No telephone prompts to get you to a representative. Hotel could not help since it was made through Expedia. I did not get to use hotel, due to illness. Hotel did not make money on my absence but Expedia sure did.
Expedia.com Response
• Feb 20, 2020
Hello Revdex.com, I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:Customer Complaint:The customer is asking for a full refund due to extenuating circumstances and claimed they could not reach any customer service agents to cancel their reservation under itinerary *** for *** in Fenton, MI.Findings:Upon review of the booking details, we found the reservation was made on February 6th, 2020 as a non-refundable booking, a policy agreed to at the time of the booking.We completed a technical check and found no degradations or technical issues that would have affected our call center from February 1st, 2020 to February 19th, 2020.We reached out to *** to advocate the customer’s request for a refund, They advised they have no record in their system of the customer calling concerning the reservation, and the customer was marked as a no-show. The hotel denied our request for a waiver of the penalty, as the reservation was made with a non-refundable cancellation policy.Resolution:As we are not able to identify any issues with our call centers, the reservation was non-refundable, the hotel advised they have no record of the customer calling and the hotel denied our waiver request, we are unable to issue a refund at this issue.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,
We were not notified of our flight status change from Maui to *** until 20 minutes before the flight. The flight was moved back 3 hours and we missed the flight. We confirmed with Expedia that they had miss spelled our email and the fault was on them. The airline got us on a flight to a different city where we had to rent a car to get back on track by driving to ***.
Expedia refunded us for the rental. However we paid for first class tickets and had to ride coach. Expedia only offered us a 200 dollar credit with them on future travel. This does not cover the cost of a single ticket downgrade or the fact we were left to fend for ourselves to get home.
I have spent hours on the phone just to get them to admit their mistake and get the cost of a rental car back. This is terrible treatment for an issue that is very clearly the fault of Expedia.
March
7, 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 August 11, 2019, Mr., or an authorized user of
Mrs. ***’s account, self-booked a combined one-way flight reservation
on Expedia.com, under itinerary ***. Travel was with Hawaiian
Airlines and ***, departing on February 17, 2020, returning on
February 24, 2020, from from ***, CA to Kahului, HI. A Flight Protection
Plan was purchased with the itinerary/reflect (List the booking details related
to the customer’s inquiry). We understand Mr. is requesting a refund of
$500.00 in compensation, as a result of an airline schedule change. Upon
receipt of the complaint, Expedia reached out to *** to advocate on
Mr.’s behalf, requesting approval to refund the downgrade difference. *** responded to our inquiry and advised they have processed a refund in
the amount of $459.80 ($229.90 per passenger) back to Mr.’s Mastercard
account on March 6, 2020. Kindly allow 3 – 5 business days for the credit card
company to post the credit to Mr.’s account. 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 book a flight for my mother *** (74 years old) from Boston to Cairo (round trip) on Expedia. (Itinerary # ***). on Saturday 02/22/2020 I received an email from the airline that the flight from Boston to Cairo on the 4th of March is cancelled and it is re-booked on the 03/06. I called the airline to confirm and was told the layover in Casablanca will be 30 hours. The reason I booked on this airline in the first place was the layover on the original date was only one hour and 20 minutes. My ill mother can't handle 30 hours of layover and I asked to cancel the flight for a full refund. the airline informed me that I have to go thru the agency that booked my flight to cancel. I have called Expedia everyday since then and i'm told they can't get a hold of the airline to get a waiver for a full refund. I'm entitled to a full refund since the airline cancelled the flight, it wasn't my request. The way I see this, i'm being pushed until the day of the travel comes and go and will be recorded as "no show". I have spoken to several people with Expedia and they all have the same idea is to wait 24 hrs. it has been so many 24 hrs and still haven't heard back. the last call I had was with one of Expedia supervisor that told me to wait 3 days. now i'm running out of time and need to book a flight for my mom next week. I will book another flight on a different airline with a reasonable layover. However, I would like to get my full refund. If Expedia having difficulties reaching out the airline,they shouldn't have had them listed on their website. Expedia should take a full responsibility refunding the full amount of my ticket. some of the customer service representatives I spoke to offered me to cancel the flight and get a refund of $400 out of the $1,055 I paid. I was told they can process the cancellation without the waiver but I have to pay the penalty. However per the airline, I don't have to be penalized for anything since they cancelled the trip.
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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund because of the unacceptable schedule change to the flight itinerary.
Our records indicate on January 14, 2020, Mr. *** or an authorized user of the Expedia account booked one round trip flight on ***, departing March 4, 2020, from Boston, MA to Cairo, Egypt and returning on June 6, 2020, via itinerary ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 28, 2020, that Mr. was sent an email advising that we have processed the cancellation and submitted the refund. The refund of $1055.35 was issued to card ending ***.
After further review on March 4, 2020, I was able to verify that the flight was cancelled and the refund was submitted to *** on February 28, 2020. The refund will appear on the original card that was charged and will appear as *** as the merchant.
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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel stay at ***, Nags Head, NC, Feb 14 - Feb 16. At check-in the desk clerk was rude, and as I was checking in, there was another hotel guest there complaining about BED BUGS in his room. The Hotel was under construction, but there was no mention of this on the Expedia website, nor the Hotel website at the time of booking!
On Feb.15th at 7AM there was construction going on in the Hotel on the floor I was on and the floor above, workers drilling, sawing and banging doing room repairs, which was extremely annoying and disruptive to the hotel guests. My room was a double room, and on the second day of my stay the bed linen was made on only one bed and not the other, and the bed that was made had unclean linen on it! The front desk was notified twice, but did not send anyone to change the linen. I would have never booked at this hotel if it was stated that it was under construction.
March 2,
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 a hotel. We understand *** is requesting a refund.Our
records indicate on February 3, 2020, ***, or a person authorized
for the Expedia account, booked a hotel reservation for two nights with check
in on February 14, 2020.On February
25, 2020 we received an email from the customer stating that their past stay
had not been pleasant and they were going to submit a Revdex.com complaint. No calls
were received from the customer for assistance. We regret
to hear that the customer was dissatisfied with their stay. When issues arise
with a room they should be addressed with the hotel during the stay so that a
resolution can be provided. Discounts are not provided for dissatisfaction. If further
assistance is needed after addressing requests with the hotel, Expedia has 24
hour customer service, 365 days per year. We will advocate on the customer’s
behalf with the hotel, or provide other assistance if needed, to ensure that
they are able to have a stay equivalent to what they booked. If the
customer is requesting a refund instead of assistance, we can pass the request
on to the hotel but it is at the digression of the hotel. Refunds are normally
only provided if a stay is not provided. It appears that the custom4er did use
the stay in this case and compensation is not available.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: The booking was done through Expedia, not the Hotel directly, therefore the Hotel has advised that the refund request be done with EXPEDIA. I will send another complaint for the business practices of EXPEDIA.
Sincerely
March 9,
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 number ***.The
reservation was pre-paid through Expedia. When Expedia collects payment for the
room we pay the hotel. As Expedia collected the payment, we would provide any
refunds to the customer that were issued back from the hotel. We
contacted the hotel on your behalf. No refunds or waivers were provided. We
were advised that the full two days of the stay were used. We are not able to
provide compensation for dissatisfaction.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
Recently booked a trip to Mexico 2/15/2020 to 2/20/2020, upon arrival the hotel was dirty and had blood stains on the sheets. Hotel informed me that I would received a full refund of the nights not stayed 2/16/2020-2/20/2020. Contacted Expedia and they have not been able to resolve complaint nor refund money for over 7 days. Expedia has been giving me the same information that they will contact hotel and have been unsuccessful at resolving the issue.
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 Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a full refund as she arrived at the property and the room had poor conditions.Our records indicate that on February 16, 2020, Ms. ***, or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***, with stay at the *** for check-in February 16, 2020 and check-out on February 20, 2020.Per the rules and restrictions imposed by the hotel on this reservation, “cancellations or changes made after 6:59am local hotel time on February 2, 2020 are subject to a hotel fee equal to 2 nights plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. 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 Ms. *** 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.While we regret the customers’, experience was not as we would have hoped, Expedia is unable to honor their refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I booked a flight and hotel with EXPEDIA around January 20th 2020, for February 27th through March 2nd. I even downloaded their app. On January 25th I received an email stating that my hotel reservations were canceled. I called EXPEDIA to find out what happened their only explanation was that it was done via through the app. Paid an extra 150.00 dollars for a new hotel reservation on top of what I first had paid. 2 days prior to my vacation I received another email stating that my reservation was now March 3rd through the 5th I called EXPEDIA again to find out what was going on? I wasn't given an explanation was told that I'd get a call back and after 2 hours of waiting I called EXPEDIA yet again. Was told that the prices had gone way up and the only thing that they'd do was accept more money. I was ultimately given no other option but to totally cancel the entire hotel reservation and hope that there was available rooms directly through the hotel. This was by far the absolute worst customer service. The amount of stress that I've had to deal with has been awful.
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. ***, Revdex.com case number *** regarding his hotel reservation being cancelled. We understand that Mr. is requesting an apology for the inconvenience he experienced. Our records indicate that on January 20, 2020, Mr. or an authorized user of the Expedia account booked two combined one-way flights, departing February 27, 2020, from Minneapolis, MN to Tampa, FL and returning on March 2, 2020. The reservation also included a four-night hotel stay at ***; via itinerary *** A confirmation email was sent on the same date, and has since been opened five times.
We can confirm on January 25, 2020, the customer called stating he did not mean to cancel the hotel and stated the website cancelled it in error. Our representative verified the cancellation and added a $50 coupon to his Expedia account.
After further review on March 4, 2020, I have been able to verify the reservation, confirmation email and the cancellation email. I was able to view in our back-office system Mr. cancelling the reservation online on January 25, 2020. Immediately following the cancellation, a refund of $681.77 was processed to the original form of payment. A cancellation email was emailed to the email address on file.
We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors’ availability. Hotel reservations are only confirmed once the purchase has been completed.Please note that 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.
Please accept our apology for any inconvenience that may have been caused. 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 don't accept the apology from EXPEDIA. Due to the inconsistency of their statement and apology. They only apologized for 1 of 3 issues. Never once did I ever cancel or change any of my reservations as they are claiming. After calling and trying to take care of the issue on January 25th (paying an extra 150.00 with the 50.00 credit) everything was fine and back on schedule. However on February 25th (2 days prior to departure) I received an email stating that my reservations for February 27th thru March 2nd for the hotel were canceled and instead reserved for March 3rd to the 5th. Still not clear as to why March 3ed thru 5th since it was and always had been February 27th thur the 2nd of March. It made no sense so again I called to find out what was going on. Not one of the customer service representatives I spoke with could explain what happened. Was told I would get a call back from EXPEDIA and never did. I decided to call EXPEDIA after 4 hours of waiting. At this time I was informed that I had to pay an extra 775.00 in order to keep my hotel reservation with no exceptions what so ever. EXPEDIA refused to explain how and why this happened.When I asked to speak with a supervisor and or manager I was told no you either pay the money to continue on with the reservation or cancel and get a refund. So I decided to cancel my hotel reservation after all this trouble and had to call the hotel and make the reservations myself which I ended up having to pay an extra 139 dollars. Which was a total of 239 more. The morning of my trip February 27th I check in via Expedia app for my flight at 8 a.m. paid extra for priority. When I got up to the counter the customer service representative informed me that EXPEDIA cancelled my flight at 1:20 p.m. on February 27th just 5 hours before boarding stating I had a death in the family and I did NOT have no death in the family. Therefore the CSR had to fix it in order for me to be able to fly out on the 27th of February. He noted our reservations stating that if there was any activity to inform me by phone.
I booked 2 plane tickets through expedia for a vacation happening in May 2019. Unfortunately I had to cancel and made the cancellation in February of 2019. The expedia agent informed me on the phone and sent me a follow-up email explicitly stating that I had until 2/25/20 to re-book the ticket (but travel could be later), and that I would have a credit of the full ticket price minus a $300 per ticket change fee to apply to the new ticket. I first called to 1/6/20 to rebook the tickets when the total price was approx $950 for travel in 10/2020. The agent confirmed that I had called in time but she was unable to re-book the tickets becase the airline in Europe needed to do something and was closed. I called back again and 2 agents tried to tell me that I had to travel before 2/25/20 and therefore my credit had expired. I escalated and the agent confirmed the original email and terms from expedia and that expedia would make it right, but after 2 hours on the phone and him calling both the airline and 'corporate' I had to call back to complete the booking. I called back and was once told that expedia's version of correcting the issue is that I could rebook the ticket at my expense and that expedia would 'assist me in getting a refund minus exchange fees from the airline'.
February 25, 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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his flights.Upon receipt of this complaint we can confirm that on February 24, 2020, Expedia processed a refund in the amount of $1460.26 to the original form of payment. The time it takes to receive said refund will depend on Mr.’s credit card company/bank institution. We ask that he please allow two billing cycles.Again, 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,Di-Di FCorporate Correspondence Team
This is a shady company, they overbook guests at your hotel even though you show 0 inventory and try to tell you it is your fault and then try to charge you to find accomodations for the guest. They routinely book guests in to room types not requested, overbook hotels, charge guests who were not charged at the hotel and claim the hotel charged the guest. They have zero care for the guest because the guest then goes to their website and reviews the hotel on expedia's shortcomings.
I purchased a flight from Expedia Inc on December 27th, 2019 and paid to purchase the insurance coverage to protect my flight. Expedia advertised that this insurance covers 100% of your trip if you need to cancel and cost me $38 to buy. I needed to cancel my flight and contacted Expedia regarding how to go about being reimbursed for my trip. I was told to go through the insurance company and then told that the company only covers 100% of your trip up to $100 per trip. This was not made clear when purchasing the insurance and was completely misrepresented on Expedia's site. I purchased the insurance because I cannot afford to be out $300 on a flight (if I needed to cancel) and at almost 15% of the cost of my flight expected (as advertised by Expedia) that I would be reimbursed for my entire trip.
I contacted Expedia to request that they make it right since they advertise this 100% trip cancellation and spoke to three separate people who were unwilling to stand by what they sell on their own website and make it right. After research, it seems I am not even close to the only one who has been taken advantage of by this misleading insurance advertising and think that it is important that Expedia corrects this mistake to make sure future consumers are not taken advantage of as well.
February 25, 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 Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a refund of her flights and wants Expedia to change the verbiage on the insurance along with requesting that Expedia stands behind the products we sell on our website.Our records indicate that on December 27, 2019, Mrs. or an authorized user of the Expedia account, booked three round trip flights on *** Airlines departing on July 24, 2020 from Austin, TX, to Boston, MA and returning July 31, 2020, along with the cancellation plan, via itinerary ***. A confirmation email was sent on the same date, and has since been opened four times.
We can confirm on February 23, 2020, the customer called in requesting to know if she could change her flights. Our representative advised that her fare was a basic economy and is non-refundable and non-changeable. The customer asked about the insurance and our representative advised her to contact the provider and they would advise what they cover. The customer contacted our Social Media Team and stated she needed to cancel the flights because she couldn't take the week off due to work. Our representative explained that she could submit a refund request with provider of the cancellation plan.
After further review on February 25, 2020, Expedia was able to verify the reservation created by Mrs., the confirmation itinerary. The non-refundable, non-changeable flights were booked with the cancellation plan. The details of the cancellation plan on *** website state trip cancellation and trip interruption are covered 100%. *** also advises that the customer must file a claim with them via their website or by calling them. *** will advise Mrs. based on the policy and the type of protection she chose, what she is entitled to.
See the following hyperlink and contact details for the Travel Protection Plan:***
USA 1.855-400-2624ESP: 1855-334-3972International: 1-516-342-4503Email Address ***Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Mrs. agreed to our Terms of Use, which expressly provide: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 fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to honor Mrs. request for a refund. 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,
Di-Di FCorporate Correspondence Team
I book a hotel through Expedia.com in early January which was "book now, pay at the hotel" when I arrive. The booking has no penalty and free cancellation as long as I cancel it befor December 2, 2020 being the the reservation isn't until late December.
Family matters arose and I decided that I would have to cancel my trip and called Expedia to do so. Ended up on the phone with 2 different supervisors on two differnt occasions for more than an hour each time, only to be told that there is a glich in their computer system and that they are unable to cancel.
Both supervisors on both occasions told me to continue to try to cancell the reservation daily or monthly until December to see if the glich fixes itself....also while claiming that even called the hotel and the hotel was also unable to cancel it due to it being booked through Expedia.
I simply want the reservation canceled and not have to call them or go online daily attempting to cancel the reservation with no resolution.
February 28, 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 disheartened the customer felt their concerns were
not resolved adequately by our company prior to seeking further actions from
you.Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation. Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia account, self-booked a Pay Later hotel reservation on Expedia’s mobile
app, under itinerary ***. The reservation was made with ***
San Juan, Puerto Rico, for December 23, 2020 - January 2, 2021. We understand
Ms. wishes to cancel her booking.Upon
review, on February 10, 2020, Ms. contacted Expedia, requesting to
assist her with cancellation of the booking as she couldn’t self-cancel it
online. Between February 10-17, 2020, Expedia attempted to cancel the booking,
but due to a technical issue, wasn’t able to complete the customer’s request.
We contacted the hotel multiple times, but they refused to process a
cancellation on their end. On February 24, 2020, we were able to speak with the
hotel’s manager, who made an exception and cancelled the booking on her end.
She confirmed the customer will not be charged for the booking as the reservation
was cancelled outside of penalty and provided cancellation confirmation number ***. Please
note that as the booking was cancelled on the hotel’s end, the customer’s
reservation may still be showing as active on Expedia’s website. 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,Gayana W Corporate Correspondence Team
On January 6th I used expedia to rent a car, and the renting company was Routes and paid expedia online.However they never clearly stated that Routes does not rent out to local residents, therefore I was denied service by Routes and told to cancel through my original booker. I tried to get money back but both expedia and Routes refuse to give me my money and I'm out of $159.30
February 26, 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.com is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records show on January 6, 2020, Mr. or an authorized account user self-booked a car rental reservation with Routes using Expedia’s Mobile site under itinerary ***. The car reservation was for pick up in Atlanta, Georgia from January 6, 2020 to January 13, 2020. We understand Mr. is seeking a refund of $159.30, based upon being deemed ineligible to rent by Routes.
On January 6, 2020, Mr. contacted Expedia to report that he was denied use of a vehicle due to his local residency. We contacted Routes on Mr. behalf to request authorization to issue a refund for rental ineligibility. Regrettably, Routes denied our request based on the following restrictions that were provided to Mr. at the time of booking under:
Rules and restrictions
Your rental may have mandatory, local insurance requirements (Opens in a new window) that result in additional charges at the time of rental.
https://www.expedia.com/Checkout/CarRulesAndRestrictions?tripid=8d6b9b89-d2b8-4da4-8082-32f51f56fedb#MERCHANT_RULES
Please note that the names of coverage products, fees, charges, optional extras, etc., used locally by the Supplier may not be exactly the same as the ones displayed on our website. The names here are standardized in order to better compare different Suppliers' offers.
*If you are a local renter, you are not eligible to rent from this Supplier.
Furthermore, by selecting to complete this booking Mr. acknowledges that he read and accepted the Expedia’s Terms of Use:
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.
Upon receipt of Mr. Revdex.com complaint, on February 26, 2020, Expedia contacted Routes to advocate on the customer’s behalf by requesting authorization to refund the restrictive car rental. The rental company Routes advised that Mr. reservation shows completed and therefore a refund is not authorized. However, as a one-time courtesy Expedia processed a refund of $159.30, back to the customers original form of payment. The time it takes for the refund to post depends upon Mr. back generally taking three to seven days.
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 A
Corporate Correspondence Team
I am VERY dis appointed with the service from Expedia this time.
I am trying to have them do an even exchange for my return trip. I called on the 18th and was told they cannot make even exchange without speaking to airline first, that they will need to email the airline and they have 72 hours to respond back. well their 72 hours ended 24 hours and still response from Expedia or airline.
I called today 02/22/2020 to Expedia again, after 40 minutes on hold they transferred mt to a supervisor who suggested I just buy a new one way ticket. he then transferred my to Debbie from corporate office and she put me on hold while calling the airline but the call got disconnected. although they asked me for a call back number in case we get disconnected they never called me back and I am now on hold for 1 an hour again, back at square 1.
February 27, 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 flight reservation.
Our records show on December 12, 2019, Mr. or an authorized account user self-booked a flight on Expedia mobile site under itinerary ***. Travel was with ***, traveling from Tel Aviv, Israel to Miami, FL USA departing on January 9, 2020 and returning on February 27, 2020 for a total of $2604.23. We understand Mr. is requesting that Expedia compensate him by changing his return flight at no cost.
On February 18, 2020, Mr. contacted Expedia to change his return flight due to his mother’s illness. In addition, Mr. stated he is open to returning to Tel Aviv, Israel, between March 9, through March 11, 2020. As requested, by Mr. we offered a flight traveling from Miami, FL USA to Tel Aviv, Israel, departing on March 11, 2020, in (business) class for a total of $1718. It appears that, Mr. did not accept that increase in cost therefore, he requested to be transferred to our Corporate office. We attempted to inform Mr., that Expedia works off of live inventory and is subject to our travel providers prices that we cannot control or adjust, Mr. then opted to leave his flight scheduled for February 26, 2020.
On February 22, 2020, Mr. contacted Expedia to continue his inquiry regarding the adjustment to his return flight. Furthermore, based on Mr.’s request we offered to exchange his flight for $456, under (economy) class in order to decrease the pervious total of $1718 for a (business) class ticket. However, Mr. declined that option and requested to be transferred to our Corporate office. In order to, best assist Mr., we advocated on his behalf by contacting *** to obtain authorization to waive all fees for changing his ticket. Regrettably, *** advised that Mr. is required to pay the increase in the airfare and the penalty fee.
Furthermore, by selecting to complete this booking Mr. acknowledged that he read and accepted the ***’s Restrictions and Expedia’s Terms of Use, below:
*** Restrictions: CHARGE USD 320.00 FOR NO-SHOW. CHARGE USD200 BEFORE DEPARTURE OF THE FLIGHT BEING CHANGED. REISSUE MUST BE MADE WITHIN 24 HOURS CHARGE USD 320 AFTER DEPARTURE OF THE FLIGHT BEING CHANGED. REISSUE MUST BE MADE WITHIN 24 HOURS. THE ORIGINAL NON-REFUNDABLE FARE OR PENALTY FEE AMOUNT REMAINS NON-REFUNDABLE.
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
*** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an adjust towards the airline fees unless approved by the airline and must adhere to the policy above.
Inconclusion, On February 24, 2020, Mr. contacted Expedia to change his return flight to March 11, 2020, departing from Miami, FL to Tel Aviv, Israel. In respect to, the total cost of the change, Mr. paid $1008.00, for (business) class ticket.
See the following ticket details:
*** Ticket
***/ *** Tamar: ***
While we regret Mr.’s experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his request.
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 A
Corporate Correspondence Team
I am leaving one star because Revdex.com is requiring it. I will NEVER use Expedia, my corporation will never use Expedia, my husband's company will never use Expedia again. I booked a trip out of the country and while the outgoing trip is still intact, the return flight is a disaster. Four legs to get back home and 3 of those legs were cancelled without notice. I just happened to log on to find I had no way of getting back to the USA. To rectify I had to book a one way ticket home instead of allowing me to book a round trip. Round trip would have cost $622, but because I now had to book a one way ticket home it's going to cost $2900. Expedia would not rebook/recalculate base on a round trip and would only book 2 one-way tickets. No need to file a formal complaint with the Revdex.com because Expedia's responses will be "we are just a 3rd party website" zero liability position. You can reject their response but that will also get you nowhere because that is where it ends. DO NOT USE THEM - book your flights on a different platform, use a travel agent, book directly with the airlines ...whatever you do DO NOT USE EXPEDIA.
Expedia refused to change my flight itinerary even though airline fare rules permitted. They also changed my itinerary after ticket was issued creating a 12 hour layover and 12 hour earlier departure. They even refused to allow cancellation for credit.
They kept me on hold for 6 hours promising to fix but in the end made all manner of false claims and excuses not to make the change.
Recommend booking directly with airline in future as it is usually cheaper and, if not, beware because it could cause problems if you need to change.
We paid Expedia.com for a Resort stay in *** and Roundtrip transportation from the *** Airport to the Resort and a Return trip back to the Airport.
Only part of the Paid for Round trip Transportation was completed. On our Expedia.com Itinerary, it Clearly States our Return Transportation from the Resort to the *** Airport had a Pick-Up time of 2:00 PM on 03FEB20. The instructions stated for us to be available 10 minutes prior to this time.
We checked out of our room at 12:00 PM. Check-Out was conducted at the Departure Lobby of the Resort where All pick-ups are done! Thereby we were in place waiting for over an hour. No Blue or Expedia transportation arrived between 1:15 PM and 2:00 PM. At apprx. 2:05 PM two Blue Tours vans arrived and picked up two other couples headed to the *** Airport. But would not honor our Itinerary.
The Front Desk Agent then called the number provided on our Itinerary for Blue/Expedia Travel and was told that we were supposed to be there at 1:25 PM, which we were. Although she advised them of our Expedia.com Itinerary stating Pick-Up time was 2:00 PM. After another 15 minutes, the Front Desk Agent called twice and received the same answer, I requested a third call, 10 minutes later and I spoke to the Expedia/*** agent. They gave me the same Lie about the shuttle being there at 1:25 PM and stated that, they refused to send another pick-up.
This was clearly a very bad mistake and oversight on either the part of Expedia.com or their Vendor for hire *** {***}. For clearly our Expedia Itinerary States: Pick-Up from Resort at 2:00 PM, be there 10 minutes before scheduled pick-up time on 03FEB2020. We will not rest nor cease to pursue for our Full refund and compensation for this breach of contract and failure to deliver what was promised! And therefore, will seek ***itive damages on behalf for being Stranded, Humiliated, and Stressed We're looking for FULL Restitution and Compensation! Thank
February 26, 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. ***, Revdex.com case number *** regarding a refund. We understand that Mr. *** is requesting a refund of $36.00 for the additional transportation, $40.00 in ATM fees and additional compensation totaling $150.00. Our records indicate that on January 20, 2020, an Expedia representative booked Mrs. *** a round trip shared shuttle: for the *** Airport for pick up on January 31, 2020 and drop off on February 3, 2020, via itinerary ***. We can confirm on from February 4, 2020 through February 10, 2020. Multiple emails were sent between Expedia and Mr. regarding Mr. complaint of the transportation company not picking them up from the hotel. Expedia emailed Mr. advising we were waiting on a response from the vendor regarding their response to not picking the guest up on February 3, 2020. Mr. replied reiterating the scenario. Expedia replied on February 6, 2020, advising the vendor denied authorizing Expedia to issue a refund for the transportation cost.On February 6, 2020 and February 9, 2020, the customer called in wanting a refund and compensation due to no service being provided by the shared shuttle service. He advised that they waited from on February 3, 2020 from 130pm until 230pm but the vendor never arrived and he booked other transportation to get to the airport. Our representative called the vendor and the call went to voice mail. The representative reviewed previous documentation on the account and the vendor denied authorizing Expedia to refund.
On February 11, 2020, the customer called to get a refund for the reservation since the return transportation was not provided. The representative called the vendor but there was no answer. Our representative reviewed the previous history on the account and noted the vendor denied the refund. The representative decided to offer a $75.00 voucher due to vendor poor service and Mr. agreed and accepted. The representative advised the voucher was for hotel pay now or package with a hotel.
After further review on February 21, 2020, I verified the reservation along with the details of the shared shuttle transportation. I tried contacting TUI Des***tion Experiences but the number rang busy. I verified that the $75.00 voucher that Mr. agreed and accepted was on the Expedia account and the voucher expires on March 31, 2021. The voucher that was previously agreed to and accept is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. Please know that the voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
We have received an Attorney General case with the same complaint which is being handled by our Legal Department and the customer will be contacted once resolved.
Please note that 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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: (1). I was advised by the Expedia.com Rep, that offered the $75 voucher, that it was only good for a VACATION STAY on Expedia.com. Which means that we can only use the voucher if we plan on or make another Vacation Trip before 2021. That's pressure to make us spend more money to recoup money we have already lost!
(2). We've spent in time and money over $100 for transportation to and from (***) *** Airport! Not to mention the STRESS, STRAIN and EMBARRASSMENT this issue caused!
Sincerely
Booked a stay using expedia had a death in the family. I called expedia to cancel my reservation and get a refund. The representative said it would be up to the hotel. She put me on hold called the hotel. She then came back on the phone informed me I would get charged 75 dollars for one night stay and refunded the other nights. After receiving my bank statement I seen I was charged full amount. I called Expedia again. The guy in billing told me he would pull the recording to,see who told me I would get a refund d *** or expedia rep. If it was expedia I would get a full refund. He asked to give him 24 to 48 hours. I got an email state g *** policy was no refund. I want to know why I was told Twice I would get a refund over the phone but send email stating different. I'm owed refund. Expedia took my money same day I made the reservation. They told me twice I would get my money back. I want my refund.
February 25, 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 Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr.
*** is requesting a refund for the
additional fees that he paid directly with
***.
Our records indicate that on January 18, 2020, Mrs.,
or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary
***.
Travel to the *** & Conference Center for check-in
January 27, 2020 and check-out January 30, 2020.
We reviewed the account on January 23, 2020 and contacted the
property on Mrs. behalf and received approval to refund the reservation
for two nights. However, the hotel charged the
customer the full amount and
denied the refund request. Because this is a pay later hotel, our
representatives are required to contact the property to get approval of refunds
as we do not collect
any monies for these types of reservations.
In effort to resolve this matter, Expedia will process a
refund for $168.60 for the inconvenience the property caused. We
appreciate the opportunity to address this issue, and hope we’ll have the
opportunity to assist you again in the future.
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 MCorporate Correspondence Team
On January 6, 2020 I purchase a round trip flight ticket Phoenix-Monterrey, Mexico $417.41 + $27.00 travel protection under Itinerary # ***. Expedia advertisement indicates that they will handle any cancellation on the ticket in any circumstance, they didn't informed me that in the event of a cancellation I will need to proceed and deal with a third party corporation. At the Expedia.com page they assure that THEY will handle any cancellation.
Unfortunately due to a work issue I need to cancel the above mentioned trip on February 7th and under case ID # *** they re-directed me to a third party business.
Expedia supervisor Edgar sent me an e-mail on February 7th indicating that I will be charged $200.00 upon re-issuing a new ticket... what is the purpose to purchase a travel protection that will not protect me when I needed?
I paid for a service that I expected Expedia to back up as they clearly advertised.
Although at the time of booking/paying the ticket indicated that it was a non refundable ticket, I was in the understanding that Expedia will refund me that amount since I purchase a travel protection.
Again, Why would I buy protection that would not protected me when I needed??
Thank you
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *-***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a flight reservation. We
understand Ms. *** is requesting a refund
of her flight reservation
as she purchased Travel Protection Flight Protection Plan.
Our records indicate that on January 6, 2020, Ms.
***, or an authorized user of his Expedia account, self-booked a flight
reservation on Expedia’s website, departing Phoenix, AZ on
April 9, 2020 to Monterrey,
Nuevo Leon, and returning on April 13, 2020 under itinerary ***.The customer
added Travel Protection Flight Protection Plan.
Upon review, on February 7, 2020, Ms. *** agreed
to cancel her flight as she was advised it was non-refundable with a $200.00
exchange fee. As you may know Expedia.com acts as an independent agent for
reservations for airlines, car rental companies and hotels, as such we must
abide by the terms and conditions mandated by United Airlines for your flight
reservation and
cannot make amendments to the validity of your flight credit. It
is our customer’s responsibility to review all Rules and Regulations prior to
booking any travel.
As indicated on the Terms and Conditions of your Expedia
Flight Protection, Travel Guard Company underwrites this Protection Plan made
available through Expedia, which a division of Aon Affinity Insurance Services,
Inc.
We understand Ms.’s frustration and wish we can
do more however; we need to comply with the rules and restrictions of your
travel insurance.
In matters such as these, we strongly encouraged that she coordinates
directly with Travel Guard regarding your questions or claims at 1-855-266-4974.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 MCorporate Correspondence Team
I booked two flights and was told our seats were not available for us and wasn’t able to get on the flight and wasn’t able to get a refund. We lose our money and our trip. I have the email from Expedia about my flight
March 2, 2020Revdex.com***, 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 Mrs.
*** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund for her flight reservation as she was not able to
take the flight.
Our records indicate that on December 13, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a one-way flight reservation using Expedia’s website, under
itinerary ***. The itinerary was for two travelers on ***
Airlines departing February 21, 2020 from New York, NY to Portland, OR.
After further researching this matter we have confirmed the
reservation was purchased by Mrs. or an authorized user on the account,
without the assistance of an Expedia representative. Prior to purchasing the
reservation Mrs. was provided
with the terms and conditions associated
with her reservation. The following terms and conditions, pertaining to
cancellation, were provided both at the time of booking and on the Expedia.com
email confirmation of the travel itinerary. As indicated on the
email
confirmation:
Airline assigns seatsBring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChanges not allowed
We
understand Mrs. frustration and wish we can do more however; we need to
comply with the rules and restrictions of *** Airlines. 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 MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I just think that it is unfair that with the outbreak in WASHINGTON state which is not too far from Portland and now in NYC anyone should not be forced to travel nor penalized for not traveling as thousands of people have lost their lives. I think that it is inconsiderate and wanted to pursue. If I cant receive a refund then I would like points or something for the humane thing to do than just to give almost $200 to expedia. I use Expedia a lot and intend on doing so in the future but bc of my uncomfort as a preg woman to travel and potentially get sick, should be taken into consideration
I booked a flight and hotel package to *** for a week OR so s time.. had heck of a job booking it through EXPEDIA because it wouldn’t take my credit card for some reason .. I tried two cards and it kept rejecting the sale
Anyway finally managed it and they sent my boarding cards and confirmation from VUELING
Trouble is I booked the flight for 9.45 in the morning and they had sent boarding cards for 19.45 at night ..
I immediately tried to change the times but they wouldn’t let me without paying a change fee of 158 e.... so instead I tried to get hold of them ... by phone ... by message... by twitter to no avail
Also tried to get hold of Expedia .. their confirmation had come through correctly so I wasn’t sure who had submitted the wrong info... but it wasnt me
Time was moving on and I wanted to be sure of the early flight so I changed the times and paid the fee of 158 euro expecting to be reimbursed when they realised THEIR error
Anyway I finally got a response from EXPEDIA today and they told me they couldn’t do anything about it and I should contact ***
They helped me get in contact with *** who have told me that I should contact EXPEDIA as I booked the flight with them
I am totally disgusted with both of these big companies .. through no fault of my own I’ve paid double for a flight because of their error and neither of them will own up to it
I don’t even get my reserved seats I paid for on the initial flight
February 26, 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 Ms. *** (Revdex.com case number ***) regarding a vacation package reservation.
Our records show on February 19, 2020, Ms. or an authorized account user self-booked a package on Expedia’s Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Malaga, Spain to Barcelona, Spain departing on March 3, 2020 and returning on March 7, 2020. The package includes a hotel with a stay at *** Hotel *** for a check in on March 3, 2020 and a check out on March 7, 2020 for a total of $561.92. We understand Ms. is requesting that Expedia compensate her by refunding the airline imposed change fee.
On February 20, 2020, Ms. contacted Expedia via twitter to report the departure time of her flight was booked incorrectly. Regrettably, Ms. was informed that she selected a," Low Cost Carrier", flight as part of her package. Therefore, Expedia cannot access her tickets and must direct all service related requests specifically to," *** Airlines".
Additionally, Expedia’s Terms of Use, and the flight restrictions which were agreed to by Ms. 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 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.
*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Low Cost Carrier Definition:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines is the (flight) merchant of record (the entity that received Ms. funds and is the company that charged her credit card).
Furthermore, by using a tool which allows us to see the customer’s itinerary, Expedia reviewed Ms. confirmation which validated the chosen departure time of 9:45PM, for March 3, 2020. The exact flight and hotel details, including the flights schedule, was sent to Ms. immediately after booking.
Inconclusion, Ms. may attach to her Revdex.com response, a copy of her out of pocket expenses paid to *** Airlines for adjusting her flight time. This requested document will allow us to properly review the disputed charge of 158 Euros mentioned within the Revdex.com complaint.
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 A
Corporate Correspondence Team
I booked a ticket to New Zealand through Expedia in January 2020. Prior to my travel, I had to modify my reservation due to a medical issue. I was advised by Expedia agents that if I submit my medical documents, they would plead my case to the airline and get me a refund. Then Expedia cancelled my ticket and offered me *** i.e. *** credits. In the email, it said 'if your new flight costs less than your credit amount, the remaining value is forfeited'.
When I called Expedia to rebook my ticket using airline credits, they said I cannot rebook the ticket because 'it has to be of the same or higher value' than my cancelled ticket. When I said that the condition of same or higher value was not mentioned anywhere in the email or their T&C, I was redirected to a senior agent who mentioned that the 'new ticket I was requesting was not even an *** flight' even though on Expedia's website it clearly stated that it was. The senior agent then said that he cannot help me for 72 hours even though I was due to fly within 48 hours. When I contested that, I was redirected to the corporate office, where a senior corporate official named 'Joseph' told me that the tickets I was requesting did in fact belong to *** but there were other T&Cs that again Expedia did not have listed anywhere in any communication or its website. Joseph convinced me, however, that he had spoken to *** and if I called them the airline would help me reschedule on behalf of Expedia since Expedia could not help me at that point. Jospeh also sent me an email saying they would cover half the rescheduling cost. When I called ***, they said *** had made no claim to help reschedule. When I called Expedia back, they said they are not sure a 'Joseph' works there.
At every step I was misdirected and misinformed. Expedia and its representatives made false claims and did not fulfil the services I paid for. I lost 5 hours of my time to customer service and had a harrowing experience which worsened my health.
February 20, 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 a refund. We understand that Ms. is seeking a refund for her flight due to due to medical extenuating circumstances.
Our records indicate on January 30, 2020, Ms. or an authorized user of the Expedia account booked a one-way flight via a mobile application on *** departing on February 16, 2020, from Raleigh, NC, USA to Auckland, New Zealand via ***. A confirmation email was emailed to the email address on file, it has been opened seven times.
We can confirm on February 15, 2020, Ms. advised she needed to cancel her trip due to medical reasons. Our representative advised the ticket was non-refundable, however a future travel credit would be provided as long as the new flight is completed by January 29, 2021. Our representative advised there was a $200 change fee plus any difference in the cost of the new fare. Our representative advised we can submit a refund request on her behalf with *** and that she will get an email within 48 hours so she can reply with documentation and she was ok with the explanation. Expedia emailed the customer the details of what was needed so that we could email ***. The customer responded to our email with the proper documentation to which we forwarded to ***. *** replied, “we don’t offer any refund waiver due to medical reasons unfortunately. Passenger can go through travel insurance if purchased otherwise fare rules apply.” Expedia replied to Ms. advising that *** denied the refund. Expedia advised the ticket is changeable with a $200 change fee and any increase in fare, including taxes and fees.
On February 18, 2020, Ms. called in to inquire on an exchange. Our representative researched February 20, 2020 departure and a return on March 3, 2020 from Los Angeles, CA to Auckland New Zealand. Our representative advised the change fee of $200 plus and fare difference would be Ms. responsibility and that the new fare must be higher than the original fare. No changes were made to the record. Ms. may contact our Customer Service Department at 877-227-7481 when she is ready to exchange or inquire on changing her ticket
After further review on February 20, 2020, I reviewed of the reservation, the confirmation itinerary and ***’s change policy. ***’s change policy requires a $200 change fee plus any increase in fare, including taxes and fees to exchange her ticket for a new one. *** did not honor the request to cancel and refund due to extenuating circumstances. New travel dates must be travel on by January 29, 2021.
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 FCorporate Correspondence Team
Unable to cancel hotel reservations, 9 days before date, due to illness.
Called several telephone numbers, Expedia does not have a reservations number where you can talk to a representative. No telephone prompts to get you to a representative. Hotel could not help since it was made through Expedia. I did not get to use hotel, due to illness. Hotel did not make money on my absence but Expedia sure did.
Hello Revdex.com, I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:Customer Complaint:The customer is asking for a full refund due to extenuating circumstances and claimed they could not reach any customer service agents to cancel their reservation under itinerary *** for *** in Fenton, MI.Findings:Upon review of the booking details, we found the reservation was made on February 6th, 2020 as a non-refundable booking, a policy agreed to at the time of the booking.We completed a technical check and found no degradations or technical issues that would have affected our call center from February 1st, 2020 to February 19th, 2020.We reached out to *** to advocate the customer’s request for a refund, They advised they have no record in their system of the customer calling concerning the reservation, and the customer was marked as a no-show. The hotel denied our request for a waiver of the penalty, as the reservation was made with a non-refundable cancellation policy.Resolution:As we are not able to identify any issues with our call centers, the reservation was non-refundable, the hotel advised they have no record of the customer calling and the hotel denied our waiver request, we are unable to issue a refund at this issue.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,
Len W. Customer Relations Specialist