Expedia offered two rooms at the following prices and locations. Amount was paid as indicated by credit card:
***
The hotel offered one room and promised to deliver the key to the second room. Each hour for three hours, we approached the desk and were reassured that they would produce a key for the second room that had already been prepaid. They never did provide a key. The hotel staff claimed upon checkout that we had never checked in and refused to refund any money. Expedia, which provided a written contract for two rooms refuses to refund even the cost of one room, saying that once they have obtained our money under false pretenses, they "cannot" refund it unless the hotel does.
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund for the second room the hotel would not allow him to use.
Our records indicate on January 25, 2020, Mr. or an authorized user of the Expedia account booked two rooms at the ***, checking in on February 14, 2020 and checking out on February 15, 2020 via ***. A confirmation email was emailed to the email address on file, it has not been opened .
We can confirm on February 15, 2020, Mr. communicated with our Social Media Team, he was requesting a refund since the hotel did not accommodate his second room reservation. He advised he was promised by the hotel that they would bring him the key to the second room but they never did. Our representative called the hotel and they advised they cannot refund the second room since it was marked as a no show. Advised the customer to go to the front desk and speak with them for clarification. The customer contacted our Social Media team for follow up and advised the hotel did not provide the second room and declined refunding him. Our representative called the hotel and the manager refused to coordinated a possible refund.
On February 19, 2020, Mr. called in regarding the refund. Our representative called the hotel and they advised the guest did not check in and did not ask to cancel the reservation for the second room. The hotel advised they will not honor a refund request. The customer asked for a supervisor. The call was escalated to a supervisor. The Supervisor called the hotel and spoke with the manager. The manager advised they would take care of the refund and advised they would will refund our virtual card for the second room reservation. Our representative issued a refund for the second room in the amount of $104.98 and advised the customer of the refund timing.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and while I find the response to be inaccurate, they have refunded the amount of a single room. Despite the inconvenience and loss of time, I will accept this as a settlement on the part of Expedia at this time.
On December 3, 2019 I booked a hotel through Expedia with a cancellation policy up to 1 week prior to arriving. We were planning on arriving on January 30 and the cancellation policy went into effect on January 23. Between 1/23-arrival a 30% penalty for cancellation goes into effect.
On 1/25 I received an email from the hotel stating "We strictly forbid any parties, gatherings or outside guests whatsoever...not for dinner, not for pre-drinks, not to meet up, not for a little bit not at all!" And then went on to threaten us with "a minimum fine of $750 for violating this", and goes on to treated further that If this if violated it will result in an immediate police call, eviction and an additional $500 fine.
I reached out to the senders and asked what this was about & explained that we're not hosting any parties, I then explained that we were indeed anticipating to host dinner guests...etc. But we will take responsibility if there are any complaints (that was loud and clear). They responded with "no guests means no guests". To which I responded that I should have been made aware of this this very stringent policy 2 days earlier before the cancellation policy went into effect and asked how I could cancel for a full refund. I was told I needed to go through expedia. I did, cancelled, re-booked elsewhere and called expedia regarding the full refund on 1/29.
I have sent emails to them and spoken to people twice. The first time I spoke with someone I was advised that the hotel had 72 hours to respond or I would receive a full refund. A week later nothing was resolved and the hotel didn't respond. Second call on 2/7 was made, after not receiving a follow up email to my request, and was told this would be expedited and they would contact me once the hotel responded. This is now 2/18 and I've heard nothing.
The hotel scammed me and deliberately waited until the cancellation policy went into effect to notify me of their no guest policy.
Expedia.com Response
• Feb 25, 2020
February 25, 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 his hotel reservation.
Our records indicate that on December 3,
2019, Mr.,
or an authorized user of their Expedia account, self-booked a hotel reservation
with ***, located in Toronto, ON, Canada, for two travelers. The accommodations were from January
30, 2020, to February 2, 2020, under itinerary ***. We understand Mr.
*** is requesting a refund of $116.05, stating the hotel sent a policy change,
two days after the cancellation period ended.
On January 26, 2020, Mr., or an authorized user
of their Expedia account, cancelled the hotel reservation using Expedia’s self-cancelling
feature on Expedia’s website and a partial refund was processed for $270.77.
Several Expedia
agents’ reached out to ***. On February 21, 2020, I reached out to
***, who stated the cancellation penalty would not waived due to the
policy change.
Expedia serves as
a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We do not own or operate any
hotels, nor do we set any cancellation or refund policies. We hope you
understand we must adhere to the policies dictated by the hotels.
Furthermore, when
finalizing the reservation on Expedia, Mr. agreed to the following 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.
Because we value
Mr. as a customer and regret the inconvenience caused, we have applied a
$100.00 Expedia Travel Coupon to Mr.’s account valid until March 31, 2021.
The coupon is
valid toward the future purchase of a “Pay Now” hotel reservation, either as a
stand-alone hotel or a vacation package. The coupon will appear in the booking
path of Mr.’s next qualified reservation. For additional terms and
conditions, Mr. can kindly use the link provided within his Expedia
account.
We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
I had a reservation for *** in Fort Walton for February 13-17th. On February 11th, I received an e-mail that the price of the hotel was decreased with a difference of $118.35 (original price $654.07 and it decreased to $535.22). I contacted Expedia to take advantage of the price guarantee. I was transferred a few different times for different excuses. Until I finally got someone who told me he had consulted with his manager and I didn't qualify because I was traveling in less than 48 hours. I thought that didn't sound correct since I am an avid user of Orbitz, and asked for a manager. When the manager got on the phone she told me she had not spoken with the previous agent at all and wanted to know what was going on. She then informed me that I did qualify, and I had until 11:59pm to file a claim. I told her by this time, I had been on the phone for about 45 minutes, and was headed to work and unable to file the claim. If I hadn't been transferred multiple times and purposely lied to, I would've had ample time to complete the claim before heading to work. The manager kept talking over the fact that the previous employee purposely lied to me, and only addressed it after I threatened to call corporate. I tried to file the claim online myself and it would not allow me to, and I have screenshots that are time stamped to show I was within the allowed time.
Expedia.com Response
• Feb 24, 2020
February 24, 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 her hotel reservation.
Our records indicate that on February 9, 2020,
Ms., or an authorized user of their
Expedia account, self-booked stand-alone hotel reservations with *** by
***, located in Fort Walton Beach, FL, for two
travelers. The accommodations were from February 13, 2020, to February 17, 2020,
under itinerary ***.
We understand Ms. is requesting a refund of $118.85, stating she wanted the price difference due to the Hotel
Price Guarantee.
On February 12, 2020, Ms. contacted Expedia
advising that she received an email stating the price had decreased from $654.07
to $535.22 and was looking to file a claim for the Hotel Price Guarantee. An Expedia
agent verified the price that was being seen by Ms. on the website. Another
Expedia agent advised Ms. on how to file the Hotel Price Guarantee and offered
to place a $25.00 coupon on her account for a future “Pay Now” hotel
reservation, which she declined.
Expedia
regrets the inconvenience this matter has caused Ms.. On
February 24, 2020, I contacted Ms. and processed a refund of $118.85 back
to the original form of
payment. 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.
By far the worst and most stressful experience I’ve ever had dealing with any company. My husband purchased a package trip to Florida. My mother ended up in the hospital and died. So obviously we weren’t able to go on the trip nor did I have the time to reschedule or modify our reservation. Expedia did absolutely nothing in regards of making it right. We lost $800. Then as dumb as it sounds we used Expedia to book another package to Las Vegas. When we arrived at the hotel they informed us that Expedia canceled our reservation and due to booking thru Expedia the hotel couldn’t modify the reservation. Luckily the hotel went out of their way to basically harass the service agent into rebooking our room for the week or we would’ve been sleeping on the sidewalks of Las Vegas Blvd. Also we were told we would be refunded a nights stay but never received anything. And trying to get a hold of anyone takes up a whole day. I will never use their service again and definitely WARN everyone I can not to use them. STAY AWAY!!!
I am writing regarding my service issues with Expedia, Inc. On 10/15/19 I called Expedia to make reservations for an upcoming trip to Europe. Expedia’s website does not offer any self-service options to book a trip with more than 1 city, so we had to call Expedia to make these reservations. When I called, I spoke to John. I explained that we were wanting to fly from St. Louis, MO to Venice Italy on March 11, 2020. We would need a hotel in Venice from March 12-17, 2020. We would then need to stay at *** Hotel First Class in Munich to be at the same hotel with our family that we are meeting in Germany. The stay would be from March 17, 2020-March 23, 2020. We would then need airfare from Munich, Germany back to our hometown of St. Louis, Missouri on March 23rd. I was on the phone with John for well over 45 minutes before he confirmed that the flights and BOTH hotels had been booked. I asked to book the insurance and was told that the 3rd party's system was unavailable and given the number to call back later. When I went online to get the itinerary #s there was no hotel reservation for Munich. When I called back to inquiry about the missing reservation I was told that I would have to pay an additional $800 to cover the hotel that was supposed to have been booked and paid for on our previous call. I have spent at least 11 hours on the phone with Expedia trying to cancel the reservation. On my last attempt I called customer service and was then transferred to Patricia in Lodging Operations, she transferred me to Jake who transferred me to Roy in Tier 3 customer service. Roy assured me that they would e-mail me after reviewing the recordings of my previous calls. He told me that mistakes were made in the reservation and that I would be given a refund within 48 hours. When I asked who to contact if I didn't receive that e-mail he said he would personally monitor the situation and make sure the situation was resolved. I still have not heard back from Expedia.
Expedia.com Response
• Feb 25, 2020
February 25, 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 his flight reservation.
Our records indicate that on October 15, 2019, Ms., or an
authorized user of the Expedia account, contacted Expedia and booked a One-way
flight and hotel reservation for two travelers, under itinerary ***.
Travel was aboard *** Airlines, departing on March 11, 2020, from St.
Louis, MO, USA, Arriving on March 12, 2020, in Venice, Italy. The hotel stay was at the ***,
located in Venice, Italy, check-in on March 12, 2020, check-out on March 17,
2020.
On October 15, 2019, another One-way flight and hotel reservation was
booked for two travelers, under itinerary ***. Travel was aboard ***, departing on March 23, 2020, from Munich, Germany, to St.
Louis, MO, USA. The hotel stay was
at the *** St. Louis Airport, located in St. Louis, MO,
USA, check-in on March 23, 2020, check-out on March 24, 2020.
We understand Ms. is requesting Expedia to cancel both of
the reservations and process a refund of $3,442.32. We can confirm that on October
29, 2019 and January 14, 2020, Ms. contacted Expedia stating the agent
who booked the reservation did not add a hotel stay in Munich, Germany.
Expedia has been able to
verify that there was a chargeback filed with the financial institution on November
19, 2019, for both reservations mentioned above. On December 11, 2019, a refund was processed by
Expedia for the hotel portion for $52.43 and a refund was processed by TAP
Portugal for $1,408.70, totaling $1,461.13, for itinerary ***.
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.
Nonetheless,
Expedia regrets Ms.’s experience when contacting Expedia’s customer
service center was not as we would have hoped. On February 25, 2020, Expedia cancelled itinerary *** and as a courtesy,
processed a one-time refund in the amount of $1,981.19 to the original form of payment. The time it
takes for the refund to be available in your account depends on how quickly
your bank processes refunds, typically within three to five business days.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Michelle R
Corporate Correspondence Team
Customer Response
• Feb 25, 2020
Complaint: ***
I am rejecting this response because:
Expedia has responded that they have refunded $52.43 and $1,408.70 in December 2019. I have called *** to verify, and I was never credited the $1,408.70 that was said to have been credited back to my card in December of 2019. The only refund that I have been given is for $52.43. I will accept Expedia's response to my complaint when I receive the 2 additional refunds that Expedia has promised in the amounts of $1981.19 and the refund of the $1,408.70.
Thank you very much for your assistance in resolving this matter.
Sincerely
Expedia.com Response
• Mar 03, 2020
March 3, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret to hear Ms. did
not accept our response and/or resolution offered. 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) and as such accepted the funds for Ms.’s purchase,
the customer will also see the airlines name in the transaction information of
her credit card statement. As *** was the merchant of record, they are
also the party who would process the appropriate refunds to Ms.. Expedia
does not have access to transaction numbers for charges and refunds not
processed by our company. We recommend, therefore, that Ms. contact ***
directly at 1-800-221-7370 and reference the information that can be found on
Ms.’s confirmation email.The Airline’s Confirmation Number*** ticket number ending in *** ticket number ending in ***We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Michelle RCorporate Correspondence Team
Customer Response
• Mar 04, 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 have booked a lot of travel through Expedia, and this is the second time I booked a room that advertised breakfast but when we got to the hotel they said it was not included. I called Expedia to try and resolve the issue but was told it’s not included and there was nothing he could do. The breakfast is $15 a person x 5 people = $75 which should have been included. We now have to pay for breakfast due to improper advertising.
Expedia.com Response
• Feb 19, 2020
February 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 seeking a refund for five breakfast options.
Our records indicate on February 16, 2020, Mr. or an authorized user of the Expedia account booked two rooms at the ***, checking in on February 17, 2020 and checking out on February 18, 2020 via ***. A confirmation email was emailed to the email address on file, it has been opened twice.
We can confirm on February 19, 2020, in review of the reservation there have not been any calls or complaints. I was able to recreate the reservation and our site advised a second room option which included breakfast. The hotel offered optional extra breakfast for a fee: between *** and *** for adults, *** and *** for children (approximately) for the room reservations that did not include breakfast. I was also able to review the creation of the reservation and it did not list breakfast as an inclusive option.Please see the attachment for the way the room information would have appeared on the reservation to include breakfast compared to the way it was booked that did not include breakfast.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Booked a trip through *** offered from Expedia. In the Confirmation it states to contact the hotel directly to arrange transportation; I attempted to contact the hotel when arriving in Mexico and contacted Expedia (through *** Customer Service) and their agents were not able to get a hold of hotel as well. I was forced to book another hotel directly and Expedia was to have contacted hotel to issue refund. They never followed up, a dispute was filed with the Credit Card Company and the hotel THEN replied but failed to respond to emails or phone calls leading up to the trip or after.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:
Customer Complaint:The customer has stated that they booked on *** Hotels website, which partners with Expedia. The customer advised that they were confirmed to contact the hotel directly to arrange transportation. The guest went on to explain that when he arrived in Mexico on the day of check-in he attempted to contact the property and was unable to reach anyone. The customer then stated he contacted Expedia and the customer service agent also was not able to reach anyone by phone at the property. The guest explains that he then made his own booking at a different hotel and asked Expedia to obtain a refund from the hotel. He advised he did not receive follow up after this so disputed the charges with his financial institution used to create the booking, and after that time received a resolution.The customer is requesting a refund of the booking charges in the amount of 832.28 USD.
Findings:According to our records, on 12 December 2019 a booking was created for *** through *** under itinerary ***. The date of arrival on the booking was 17 December 2019. The guest first made contact with our customer care team on 16 December 2019 around 9:00 PM Mexico Standard Time (local hotel time) and advised he had been attempting to contact the property via phone and email and had been unable to reach anyone at the hotel. Due to the lack of contact with the property the guest asked to cancel the booking as he would have to travel a long distance from the airport to arrive and did not feel safe traveling to the area without a confirmed booking. The booking was made under the following policy:"Non-RefundableCancellation and change policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded."Due to the policy in place, the customer care attempted to contact the property to verify why the guest could not reach the property and if they would waive the policy to allow the guest to cancel due to the issues experienced. The customer care was unable to reach the hotel as it went to an automated voice service so advised the guest they could escalate this for follow up and send an email to the property with the concerns and request to waive the cancellation policy. The guest called to follow up at approximately 8:30 AM Mexico Standard Time and was advised there was no resolution yet and someone from the follow up team would be in touch. At about 11:30 AM Mexico Standard Time the hotel replied that they would not waive the confirmed booking. However, it appears our customer care team did not follow up with the guest to advise the booking was confirmed and the hotel declined to waive.On 20 Dec 2019 Expedia received a dispute from customer billing facility. The dispute was won by Expedia and the funds not returned as the booking appeared to be authorized by the guest. The guest did not reach out again until 03 February 2020 and at this time advised he attempted to contact the hotel to arrange a shuttle and was never able to reach them so requested a waiver for the booking again. At this time the team advised the hotel had declined to waive during the previous contact, when the booking was pre-stay.
Resolution:Due to the lapse in contact to the guest, with the hotel's confirmation of the booking and decline of a waiver, we have provided a full refund for this booking in the amount of 832.28 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 7 business days or within the next two billing cycles.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Ashley N.Customer Relations Specialist
Booked a Multi-City trip for my husband and son going from Miami to Peru on May 9th then coming back from Peru to Austin Texas on May 16th. The trip back to the USA was 4 legs of travel. THREE of the 4 legs on the return were cancelled without notice. I just happened to log on to review the itinerary. I called Expedia to rectify and after being on the phone for 2 hours, they did indeed cancel the return trip altogether on May 16th and waiting for a refund for the return trip which can supposedly take up to 8 weeks. I had to rebook flights back from Peru to Miami on May 16th and the pricing is outrageous because I am now booking another one way trip instead of a round trip. Had they allowed me to book as a ROUND TRIP, I would be looking at a total round trip cost $1244.00 instead of the $5800.00 I am currently being charged for two one way trips. Due to the airlines Expedia is working in partnership with called *** cancelled so many legs of the original trip, I should be able to revise the entire trip from a MULTI-CITY to a ROUND TRIP and take advantage of that pricing structure.
Expedia.com Response
• Feb 19, 2020
February 19, 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 Mrs. *** (Revdex.com case number ***) regarding flight reservations.
Our records indicate on January 12, 2020, Mrs. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel was with *** Airways, traveling from Austin TX to Fort Lauderdale, FL departing on May 8, 2020, for a total of $226.80.
Our records show on January 12, 2020, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines Group, *** and *** from Miami, FL to Cusco, Peru departing on May 9, 2020, and returning to Austin TX, on May 16, 2020, for a total of $6628.34.The flight reservation includes a Flight Protection Plan, administered by ***, for a total of $430.
We have verified that on February 13, 2020, Mrs. contacted Expedia to request assistance with an airline-initiated schedule change. We contacted *** Airlines via phone to request an approval to either book an alternative flight or to issue a refund. Therefore, *** offered a flight departing on May 15, 2020, as a replacement. However, Mrs. declined that option, seeking a full refund of $3,607.28, which was authorized by *** Airlines. As they were the merchant of record (the entity that received the funds and the company that charged the customer’s credit card). The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within eight weeks.
From time to time and for a variety of reasons, airlines issue schedule changes and we do our best to notify customers as quickly as those changes occur. We understand that these changes can be inconvenient, time consuming and not customer friendly. Nonetheless, 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 has no control over when, or how often, airline-initiated cancellations occur. We cannot provide refunds unless approved by the airline and must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
Our records show on February 14, 2020, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines Group from Cusco, Peru to Miami, FL departing on May 16, 2020, for a total of $2787.48.The flight reservation includes a Flight Protection Plan, administered by ***, for a total of $180.
It appears, after Mrs. accepted the refund from *** Airlines totaling $3,607.28, and once it posts to her account. The final amount charged for the May 16, 2020, flight will be $2,967.48, including the Flight Protection Plan, under itinerary ***. Furthermore, it appears that Mrs. flight does not return to Austin TX. As, it stands Mrs. paid $819.80, less than her original return flight.
We are unable to validate Ms. Revdex.com claim of a significant difference in price between booking a Round Trip flight verses a one-way flight based on, "Airfare is only guaranteed once the purchase has been completed and the tickets are issued". Airlines and other travel suppliers may change their prices without notice. Currently, the least expense premium flight departing from Cusco, Peru to Austin, TX for two passengers is $3,246.28. In conclusion, see the following *** Airlines flight restrictions:
Additional fees:
The airline may charge additional fees for checked baggage or other optional services.
Additional fees for your flight to Miami
Airline rules + restrictions:
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Tickets are refundable:
Please read important information regarding airline liability limitations.
While we regret Ms. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her refund 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
Customer Response
• Feb 19, 2020
Complaint: ***
I am rejecting this response because:
1. I had to reject the return flight to Austin because Expedia said my husband and son would have to fly back from Peru on the 15th instead of the 16th. There WAS NO flight back to Austin on the 16th. Joe - the supervisor - indicated as such - because there would not be enough time for connections.
2. What I am asking for is a ROUND TRIP fee to and from Peru via Miami versus the pricing of TWO one-way tickets. I will not accept anything less than a recalculation of the May 9th - May 16th flight arrangements as a round trip airfare.
I’ve been using Expedia since 2016 to book flights and hotels. Recently since 2018 I haven’t traveled anywhere since I had a baby and some other complications regarding that. But I have been regularly getting emails from them with updates on my reward points. As of the latest email from 01/23/2020, I have 822 points. Today on 02/14/2020, I was trying to book a flight and realized that my points are not there anymore. And there are also some discrepancies between my account from desktop vs mobile app....not all my previous trips are showing. Some of them are just gone from the list.
I contacted the customer service to fix the issue. They wouldn’t give me any proper reasoning for my issue. All they would say is that my points have expired. My question is if I had 822 points on 01/23/2020...how can my points expire in the middle of the month before a new statement is even issued. Even if my points are invalid, there should be history of my previous trips. But it just mysteriously vanished when I’m trying to use my points!
Instead of looking into the discrepancy or offering me any consolation, they kept bluntly saying that my points are gone. I’m very disappointed with the customer service!
Expedia.com Response
• Feb 19, 2020
February 19, 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 Mrs. *** (Revdex.com case number ***)
regarding ("822") rewards points missing from her Expedia rewards account. We understand Mrs. is requesting approximately ("822") to reinstated along with restoration of her Expedia (Trip) history.
By opting to enroll into the Expedia rewards program Mrs. acknowledged that she read and accepted the below Rules & Restrictions under Expedia’s Terms of Use:
Expedia Rewards points will not expire as long as there is a qualifying purchase or redemption activity through Expedia.com on your Account at least once every eighteen (18) months. "Qualifying purchase or redemption activity" means an Expedia Rewards eligible trip or travel item which has been both booked and paid for, an eligible purchase made with your Expedia Rewards Card or Expedia Rewards Voyager Card which has been confirmed in your Expedia Rewards account, or redemption of a travel reward through your Account. All points in your Account will expire if there is no qualifying purchase or redemption activity for a period of eighteen (18) months. Once expired, Expedia Rewards points will not be reinstated.
Rewards Point accumulation and redemption activity can be accessed on your Rewards Activity page. Expedia Rewards points and rewards have no cash value and may not be traded or redeemed for cash. Expedia Rewards points may not be assigned, sold, transferred, and/or pledged to any third party. You have no property rights or other legal interests in Expedia Rewards points. You are responsible for any personal tax liability that may be related to participation in Expedia Rewards and redemption of any rewards.
Mrs. Rewards Account Overview:
Points will expire if no additional activity by expiration date:
26 JAN 2020
Upon further review, Mrs. last (Trip) ended on June 26, 2018, she was given approximately (24) months to utilize her earned points within her rewards account. Which exceeded the (eighteen month) terms of use length. However, once Expedia rewards points expire we are unable to reinstate them. In conclusion, Mrs. (Trip) history shows (five) completed and (five) cancelled trips from 2017 through 2018. Thus, confirming all of Mrs. purchase history is showing available for her records on, Expedia.com. Regrettably, we are unable to validate the differences between the mobile verses the desktop applications in regards to her (Trip) history.
While we regret Mrs. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her requests.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have purchased *** flight ticket through Expedia website back in December 2019 and due to a medical issue I attempted to request refund, cancellation and or credit for the flights. Expedia pledges that they don’t charge cancellation fee however they are refusing to issue a cancellation and credit for airline tickets. I have researched *** website and according to *** policy I qualify for credit for flights cancelled. These flights are worth about $500. I am so hurt and disappointed that Expedia expressed no compassion or empathy for an ill customer. They didn’t even ask for my medical note so sad
Expedia.com Response
• Feb 20, 2020
February 19, 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 package reservation. Our records show on December 18, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from New York, NY to San Juan, Puerto Rico departing on February 24, 2020 and returning on February 28, 2020. The hotel accommodation was with The ***, San Juan for a check in on February 24, 2020, and a check out on February 28, 2020, for a total of $1,126.12. We understand Ms. is requesting that Expedia either refund or provide her with an airfare credit, due to her medical condition. On January 8 and January 9, 2020, Ms. contacted Expedia to cancel her flight based on, “Travel Advisories”. Therefore, Expedia advocated on Ms. behalf by contacting *** Airways for authorization to issue either a refund or flight credit. Regrettably, *** Airways advised the impacted dates of travel are from January 7 thru January 9, 2020. However, Ms. tickets are scheduled to depart on February 24 and return on February 28, 2020. In addition, per the rules associated with the *** airfare both tickets are non-refundable and non-changeable. At that time, Ms. chose not to cancel the flight. Our records indicate on January 15, 2020, Ms. contacted Expedia since she cancelled the hotel accommodation. Furthermore, Ms. requested that Expedia reinstate the hotel stay without a fee. Although, once Ms. agreed to cancel the hotel stay our system automatically processed a refund of $691.34 and Expedia issued a $200 hotel voucher for her inconvenience. See the following hotel policy:
As of January 15, 2020: Status RefundableCancellations or changes made after 7:59 PM local hotel time, Saturday, February 22, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and feesOn February 5, 13 and February 14, 2020, Ms. contacted Expedia to report her medical condition and to cancel her flight. We then contacted *** Airways, for assistance with either issuing a refund or credit. After medical verification, *** Airways cancelled/issued an airfare credit of $407.70, for a $100 admin fee. In addition, Ms. may gain access to her airfare credit by keeping record of this confirmation number: ***. For any service questions or concerns related to the *** Airways credit she may review her emails sent by the airline or contact there customer service department at the following, 1 (800) 538-2583.By selecting to complete this booking Ms. acknowledged that she read and accepted the below restrictions and Expedia’s Terms of use: *** Airways restrictions:Tickets are nonrefundable, nontransferable and non-changeableTerms 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.Nonetheless, as a courtesy on February 20, 2020, Expedia processed a refund of $127.08, back to Ms. original form of payment. The refund was issued based on the difference/admin fee in connection to the *** Airways credit. The time it takes for the refund to post depends upon her bank, generally within three to seven days.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ACorporate Correspondence Team
Fraud is seemingly the name of their game or just plain coding errors that favor unauthorized price increases to Expedia's benefit. Sure it is a real time database but prices don't vary in 5 minutes after their system makes UNAUTHORIZED itinerary dates which doubles the price. Then one spends...now in excess of 45 minutes....trying to fix the problem with their so -called and marginally English literate "customer service " department. Disputed the transaction with my bank and intend to contact the US Attorney's office to see if their coding slight of hand rises to the level of interstate fraud. This is a raquet plain and simple. I have my employees book through Expedia. That practice will come to an abrupt and permanent halt on Monday morning !
I booked a stay with Expedia.com for ***, Miami Beach, Sun, Jan 26 - Tue, Jan 28 Booked.Total: $513.68.
When we arrived we were told they did not have the room that was booked. The room provided was not adequate for our party. They put us in that room anyway, even though it was more that the allowed amount of people. Two children did not have a bed that night. I called Expedia immediately , but I was told that they could not reach the property to resolve it at that time. I called after the trip and Expedia said they will seek to contact the property. After many attempts to contact that the property and being unable to speak to someone, they are now refusing the process my refund. They said they ahve to get an okay from a third party booking company that I have no dealings with them.
Expedia.com Response
• Feb 21, 2020
February 21, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** 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. Our records indicate that on January 9,
2020, the customer, or an authorized user of the Expedia account, self-booked a
hotel reservation on Expedia’s website, under itinerary ***. The
reservation was with ***, Miami Beach, FL, for January 26-28,
2020. The customer booked a Room Two
Bedroom Condo 2 Queens & 2 Twins Kitchen/Balcony for two adults and
five children and paid $463.67 for the reservation. We understand that upon his
arrival at the hotel, the booked room type wasn’t available, and for the first
night Mr.’s family was provided with a room that couldn’t accommodate all
guests. Mr. is requesting a refund in the amount of $513.68 for the booking
due to poor experience with the hotel.Upon review, Mr. contacted us on
January 26, 2020, and advised the hotel wasn’t able to locate his reservation. Since
then, our agents attempted to contact the vendor several times, but weren’t
able to reach them via phone and sent an email request. On February 21, 2020,
we spoke with the hotel, who confirmed the booking and advised they placed the
customer’s family in a room with one King Bed and two Twin Beds for the first
night. They weren’t able to provide an explanation on why the reserved room
type wasn’t available, but denied a refund request as the customer used the
room. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:
The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia 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.Nonetheless, on February 21, 2020, we
spoke with Mr., and as a sign of goodwill, offered a refund of the first
night in the amount of $231.82, which the customer accepted. We issued the
refund on the same day and he was sent an email confirmation with refund
details and processing times. 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
Booked a car via Expedia for pickup in Indianapolis. Paid the amount of $342.69 to Expedia, received email confirmation stating "The total prices includes ALL mandatory taxes & fees."
Arrived at Indianpolis for *** car, showed Expedia reservation, was charged additional $64.35 in tax, nearly 20% more than I paid to Expedia. My printed confirmation includes the phrase "The total prices includes ALL mandatory taxes & fees." *** said this happens all the time with Expedia as they don't collect the correct amount.
I had a contract with Expedia, I pre-paid the rental, received confirmation from Expedia, that says "The total prices includes ALL mandatory taxes & fees." but yet I was charged extra $64.35 tax at *** Counter.
I contacted Expedia customer service on Feb. 6, received email they would respond within 24 hours. BUT, no response from Expedia. I contacted Expedia again on Feb. 10, received email they would respond within 24 hours. on Fenb. 11 that they spoke with ***, and the following is their response via email "we were advised that the taxes collected at the counter were not included on the reservation price. Therefore they collected the airport concession fee and Customer facility charge at the pick up time."
But their confirmation said "The total prices includes ALL mandatory taxes & fees." - they advertised that ALL mandatory taxes & fees were included in the price that I paid to Expedia, but that is not true. They didn't advertise their service correclty, and lied about the true price of the rental.
Expedia.com Response
• Feb 17, 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 Mr.
*** (Revdex.com case number ***) regarding a car reservation. We understand Mr.
is requesting a refund for the additional fees that he paid directly with ***
Rental Car.
Our records indicate that on January 18, 2020, Mr., or
an authorized user of his Expedia account, self-booked
a car reservation using Expedia’s website, under itinerary ***. The
itinerary was for pick-up on January 25, 2020 and drop-off
on February 5, 2020
at *** Rental Car.
We contacted *** on Mr.’s behalf, regrettably, they
have denied the refund request. By acting as his own travel agent, it is Mr.
***’s responsibility prior to completing the purchase, to review all regulations
prior to booking any travel on our
website. The vendor providing the
service includes all the rules and regulations that governed any transactions
made on our Expedia.com. As indicated on the email confirmation upon clicking
on the any hyperlink provided; in the car rental policies for ***
*** Car under state and local taxes it states:
An 11.11% airport concession fee recovery will be applied to all rentals. A customer facility charge of USD$5.00/day will be applied to all rentals with a maximum charge of USD$70.00.
We
understand Mr.’s frustration and wish we are in a position to do more
however; we need to comply with the rules and restrictions of *** Rental Car. 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 TeamTell us why here...
On January 14 2020 I applied and was approved to Co-branded *** Credit Card. This credit card automatically should upgrade my Expedia status to Gold. Unfortunately it did not happen. I contacted Expedia multiple times on this Issue and I have 2 cases open (Initial *** and Escalated ***). I was confirmed that I qualified to Gold Status, But it's still not upgraded.
Expedia.com Response
• Feb 20, 2020
February 20, 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 account. We understand
Mr. is requesting for his account to be upgraded to Gold status.
In effort to resolve this matter, Expedia has consistently
remained a liaison to our internal department regarding Mr.’s
account and they have corrected the issue.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,Dez M
Corporate Correspondence Team
Customer Response
• Feb 20, 2020
Complaint: ***
I am rejecting this response because:
I really appreciate help with resolving issue. At same time I strongly believe that Expedia should compensate me for hours of my personal time spend on the phone with Expedia Customer Service
On December 16th I rented a car in Brazil through Expedia. After confirming the reservation I was requested to purchase a insurance policy for the rental car and I did it. The insurance would cover the car from the 19th of December to the 6th of January.
Arriving in Brazil the car rental company did not accepted the insurance that I purchased. I had to pay for their insurance to be able to rent the car. I have all the receipts proving that I had to pay for another insurance police. I have been in touch with several customer service agents since I came back to US on January 24th. They keep on telling me that they had to contact the rental car company in Brazil to solve the problem despite my offering to send them all the receipts. They finally told me that they could not make the refund because the dead line to file a complain had expired. I was deceived and induced to buying a service that was not available for my car rental and now they refuse to give my money back
Expedia.com Response
• Feb 17, 2020
February 17, 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 car rental in Sao Paulo-Collison Damage Plan reservation. We understand Ms. was denied insurance at the counter and is
requesting a refund.
Our records indicate that on December 16, 2020, Ms., or an authorized user of his Expedia account, self-booked a Sao Paulo-Collison Damage Plan reservation using Expedia’s website, under itinerary ***. The itinerary covered one
traveler for December 19, 2019 to January 6, 2020.
By acting as her own travel agent, it is Ms.’s responsibility prior to completing the purchase, to review all regulations prior to booking any travel on our website. The vendor providing the service includes all the rules and regulations that governed
any transactions made on our Expedia.com. As indicated on the email confirmation provided on your rental car itinerary ***; in under insurance it states:
•YOUR RENTAL DOES NOT INCLUDE THEFT OR DAMAGE COVER. THIS IS A STANDARD REQUIREMENT WHEN RENTING A VEHICLE OTHERWISE YOU CAN BE HELD LIABLE FOR THE FULL VALUE OF THE VEHICLE IN CASE OF DAMAGE OR THEFT. PLEASE OBTAIN A LETTER OF PROOF FROM YOUR CREDIT CARD PROVIDER THAT THIS COVER IS INCLUDED ON YOUR CARD AND EXTENDS TO THE COUNTRY OF RENTAL. LDW COVER CAN BE PURCHASED DIRECTLY AT THE RENTAL DESK. PLEASE NOTE THAT YOU WILL BE REQUIRED TO LEAVE A DEPOSIT AT THE START OF YOUR RENTAL THE EXCESS LIABILITY IS THE AMOUNT DETERMINED BY THE CAR RENTAL SUPPLIER FOR WHICH YOU CAN BE HELD LIABLE IN CASE OF DAMAGE/THEFT OF THE VEHICLE. DAMAGE TO OR LOSS OF TYRES WINDSCREENS GLASS AND UNDERCARRIAGE MAY NOT BE COVERED BY THE CDW (COLLISION DAMAGE WAIVER). PLEASE CHECK WITH THE RENTAL AGENT AT THE DESK. IF YOU PURCHASE THE EXCESS REIMBURSEMENT INSURANCE FROM A THIRD PARTY THE MAIN DRIVER WILL BE REQUIRED TO PRESENT THEIR CREDIT CARD AT THE RENTAL DESK IN ORDER FOR THE CAR RENTAL AGENT TO AUTHORIZE THE DEPOSIT.We understand Ms.’s frustration and wish we are in a position to do more however; we need to comply with the rules and restrictions of the Car Rental in Sao Paulo.
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.
Thank you for taking the time to read this. I do not want to make this very long. I have reached out to Expedia on multiple occasions and they have not resolved my problem. I purchased plane tickets through expedia with the airline ***. I purchased 5 tickets and everything seemed fine. I even signed a letter stating I authorized the transaction. Everything seemed good on the page and I got updates on the flight and on the day we drove (1 hour and a half ) to the airport. We arrived earlier than the flight. We gave them my husbands booking code (ticket we bought directly with *** for the same flight.) he appeared in the system. But when I gave them mine (ITINERARY# ***) flight roundtrip from DFW-MEX there was no tickets. I called Expedia shortly after and they told me it was the banks fault they have the money and they can do anything on their end. I called *** for a refund ($1,702.20) and they told me that I have to speak to Expedia in regards to this since I purchased the fights with them. We didn't get to fly no matter who I talked to. The payment had be processed since 7/30/2019. I spent that day devastated that we didnt get to fly and my husband lost his flight cause how was he going to fly alone and a 8 month old. For them to tell me the bank still had my money was a lie. Ive sent them proof. After speaking to Expedia we lost our flight they were telling us we can get on another flight but we had to purchase the tickes ( $6,000) we couldn't afford it so we decided to take the bus (30 hour ride)($1,400) had to leave 2 family members. I still kept in touch with expedia and all they can say is that they apologize for the delay. They have not recieved a response and I message them at least 2 times a week to get an update. I made a claim with *** for my husbands fight ticket and they are refunding it without a problem. I thought they were not going to refund anything since his ticket was there. I have sent them every proof they ask for
Expedia.com Response
• Mar 03, 2020
March 3,
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 her flight reservation. Our records indicate that on July 26,
2020, the customer, or an authorized user of the Expedia account, self-booked a roundtrip flight for five passengers on
Expedia's mobile app, under itinerary ***. The flight was with
*** Airlines from
Dallas, TX, USA, to Mexico City, Distrito Federal, Mexico, departing on
December 14, 2019, and returning on January 1, 2020. The total cost the
customer paid for the booking was $1,702.20.Upon review, we found that on August 23, 2019, the customer
disputed the charges associated with the flight with her bank. Consequently,
*** Airlines cancelled
the flight reservation.
On December 14, 2019, the customer contacted Expedia and advised the bank
reinstated the charges. Expedia
contacted the airline,
but they stated they didn’t receive a notification from the customer’s
financial institution confirming the charges were reinstated, and requested an
official letter from the bank confirming this information. We communicated with the customer about the document the airline requires
in order to consider her refund request, but we have not yet received it. We are again asking Ms.
*** to email or fax us the letter from her bank, confirming the charges for the flight were reinstated.
Once we receive the letter, we will forward it to the airline for review. 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 *** Corporate Correspondence Team
Expedia sold me hotel *** (mandevill, La) as 3 star out of 5 hotel. WHen I got there, the hotel had a smell of urine in its rooms and there was construction everywhere, I told the front desk clerk and we changed the rooms but same problem. I was too tired that day but I checked out the next day (one day ahead of time) and told the desk clerk the reason. I asked Expedia to refund me $75 for unused portion of my stay but they refused. Since I relied on their rating, they should refund me because their rating was a LIE.
Expedia.com Response
• Feb 17, 2020
February 17, 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 seeking a refund for one night of the hotel reservation and having had to chase down a refund.
Our records indicate on December 23, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel reservation at *** - Covington/Mandeville, checking in on December 25, 2019 and checking out on December 27, 2019 via ***. A confirmation email was emailed to the email address on file, it has not been opened or reviewed.We can confirm on December 27, 2019, the customer called in advising he has already checked out of the hotel. He complained that he checked out due to the ongoing hotel and wants a refund for the one unused the night. Our representative was not able to reach the hotel.
After further review on February 17, 2020, I emailed the Market Manager and she advised I could email the hotel. I emailed the hotel and they responded advising that they were declining the request for a refund. They stated that this was the first they had heard of any issues from this guest. They advised that they provided the advertised accommodations and if the guest chose to shorten his stay it was solely his choice and nothing that we were at fault for and would not authorize a refund.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 21, 2020
Complaint: ***
I am rejecting this response because:
Expedia told me it was a 3 start hotel. A 3 star hotel does not have urine smell and substandard rooms not to mentions construction and paint in the hallways. I demand a full refund.
I have a reservation for a hotel through Expedia for 2/15/2020 - 2/16/2020 the reservation was $200.79 including tax. I have found the same hotel on *** for $170.02 for the same exact room type and description.
I tried to use the Expedia Price Guarantee for the difference in the 2 prices but Expedia is not honoring their guarantee. They have said the rooms are different.
Expedia lists the reservation as:
1 room.
Two double beds non smoking
Room 1 no. of guests: Adults, 2
Room amenities: Free High-Speed Internet, Breakfast Buffet
February 12, 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 for a lower costing reservation. We understand that Mr. is seeking a refund for the hotel price difference he located on ***.
Our records indicate on January 29, 2020, Mr. or an authorized user of the account self-booked a package reservation with a one night hotel reservation at the *** checking in on February 15, 2020 and checking out on February 16, 2020 via itinerary ***. A confirmation itinerary was emailed to the email address on file, it was opened and reviewed five times.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm on February 5, 2020, numerous email were received from Mr. regarding the request for a price match. Our representative replied advising, “We checked ***" and found that it is a membership program website. Due to this, our Hotel Price Guarantee does not apply on this occasion”.
On February 10, 2020, Mr. emailed Expedia with a screenshot of a *** hotel reservation. Our representative replied to the email advising the screenshot is not valid since the reservation are not identical. The Expedia reservation was a “pay now” and the *** reservation was “hotel collect”.
On February 11, 2020, the customer called in due to Best Price Guarantee having been denied by the claims team. Our representative verified that the payment options were not the same as on the reserved reservation compared to the screenshot he sent in.
After further review on February 12, 2020, I reviewed the reservation, the confirmation itinerary, the notes on the account and the screenshot. The screenshot is valid for the difference between pay now and pay later reservation. I have issued a refund of $30.77 to the *** ending ***. The refund will appear in three to seven business days. A refund receipt has been emailed to the email address on file.Expedia has applied a $25.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until March 31, 2021. Please know that this 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.Our Terms of Use 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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I arrived at the scheduled rental car place to pick a car up I booked through Expedia. I was told I must pay an additional $350 in additional charges. Expedia allowed me to decline insurance and I was told at the rental car place I must pay for there insurance plus a $250
Deposit. I did not have a credit card with enough credit and was willing to work with *** car. The would not accept my card over the phone and wouldn’t not rent me the car other wise. The told me I would get a full refund and to call Expedia. Expedia said *** car declined to refund and they could not do anything . Expedia gave me a number to some place over cease and I was told they cannot help me and there is no phone number to call. Both Expedia and *** cars are refusing to refund my money! They both are blaming it on the other vendor. *** cars has terrible reviews and I was not the only customer left stranded with out a car that evening! They left us in a parking lot with a 2 yr old, 10 month old and 10 year old and no way to get a car and or my refund. The charged me $115 and promised a refund and now they will not resolve the issue. They have left me on hold for over an hour twice and refuse to resolve this issue. I have filed a dispute with my bank as well to try and get some one to resolve this issue! *** car would not rent car to me but both Expedia and *** ave Refuse my refund despite me never receiving a car!!
This is a terrible business and Expedia should not
Be allowed to advertise thorough this company. They clearly are scamming people to steal money!
Expedia.com Response
• Feb 21, 2020
Complaint DepartmentDear 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 *** (Revdex.com case number ***) regarding her outbound flight.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Feb 21, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
My complaint was not about a flight, it was about a car rental that I paid for in advance. I was told by *** Car I would receive a full refund, but I must contact Expedia to receive this refund. I spoke to Expedia Customer services multiple times and each time Expedia has responded with the same generic response. " TO please accept there apology but per company policy they can not help me." I was told I could reject the additional insurance bu Expedia and when I arrived to *** Car was told I had to purchase the Insurance as *** Car would not accept mine, there were also additional hidden fee we were not told about, not to mention they would not accept my credit card for the deposit which I was unaware of too. Expedia stated they need approval from *** Car to refund and *** Car Says the opposite that Expedia needs to refund. The customer services Representative I spoke to IN PERSON at *** Car said I would receive a full refund. If I was told I would not be refunded the $115 I paid I would have stayed there until a resolution was found. Instead I was sent away with false knowledge by Expedia and *** car with NO Car and know fighting for a refund for a Car I never received. Expedia provided me with a number to call *** Car, however it is a mans number overseas and he answered the Phone Hello. I had to question him to find out who he even represented and than was told they will not speak to me on the phone about a refunds. Expedia is not not willing to provided any resolution on this situation except for an Email to accept there apology. I should receive part if not all of what I paid. I did NOT receive a car and was told by *** Car I would be given a full refund. *** Car was willing to speak to Expedia while I was there an approve this and Expedia refused to speak to them. Now here I am fighting for my money back after I was forced to Rent from a different place and stranded with Three Children. Expedia has been unhelpful and unwilling to help on this situation. There response to my original complaint shows this. They responded about a flight issues for someone else not even related to my complaint.
Expedia.com Response
• Feb 24, 2020
February 24, 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 the car rental reservation that she was not able to pick up.
Our records indicate on January 29, 2020, Ms. *** or an authorized user of the Expedia account booked a four day car rental with ***-Cars, picking up on February 6, 2020 and returning on February 10, 2020 via ***.
We can confirm on February 6, 2020, the customer called in stating that the car rental company is charging extra amount to the customer and the customer wants to cancel the reservation.
On February 9, 2020, the customer called in for a follow up advising that she was told she will receive a call within 24 hours but did not get any call. She request to speak to a supervisor.
On February 10, 2020, the customer called in to cancel due to no service provided. The vendor advised that they did not provide the customer a car because they didn’t have insurance and without insurance they could not rent. The call was discounted and when the representative called the customer back but there was no answer. From February 10 , 2020 through February 16, 2020, there were numerous emails between Expedia and Ms., regarding the refund for the car rental. Expedia emailed Ms. advising the car rental company denied the refund request.
After further review on February 17, 2020, I was able to review of the reservation, the confirmation itinerary and the actual reservation being created online. I verified the car rental company’s policy, which states the reservation is not refundable if the reservation is not cancelled the day prior to pick up. I telephoned the car rental company and they asked that I email them the request for refund: sent the requested email. On February 21, 2020, I received a response the vendor authorizing us to issue the refund for the prepaid amount of the car rental reservation. Issued the refund for $115.62, the refund will appear on the original card charged in three to seven business days. A refund receipt has been emailed to the email address on file.
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. 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.While Expedia is unable to provide the requested refunds regarding this matter, vendor authorized refund was provided based on the information listed above.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I am beyond ***, I bought trip insurance on my flight and they will not refund me my money what is the point of trip insurance if you dont want to refund me my money!!!! I had the flu so I even sent in my dr note now their making me go back to the dr and fill out a medical certificate and now I have to pay another copay which is bt and they said it still wont guarantee me my money!!!! what is the point of the trip insurance yall are lairs and thieves. I will never use expedia again you guys are one big *** scam and if I could sue you guys I would!
Expedia offered two rooms at the following prices and locations. Amount was paid as indicated by credit card:
***
The hotel offered one room and promised to deliver the key to the second room. Each hour for three hours, we approached the desk and were reassured that they would produce a key for the second room that had already been prepaid. They never did provide a key. The hotel staff claimed upon checkout that we had never checked in and refused to refund any money. Expedia, which provided a written contract for two rooms refuses to refund even the cost of one room, saying that once they have obtained our money under false pretenses, they "cannot" refund it unless the hotel does.
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund for the second room the hotel would not allow him to use.
Our records indicate on January 25, 2020, Mr. or an authorized user of the Expedia account booked two rooms at the ***, checking in on February 14, 2020 and checking out on February 15, 2020 via ***. A confirmation email was emailed to the email address on file, it has not been opened .
We can confirm on February 15, 2020, Mr. communicated with our Social Media Team, he was requesting a refund since the hotel did not accommodate his second room reservation. He advised he was promised by the hotel that they would bring him the key to the second room but they never did. Our representative called the hotel and they advised they cannot refund the second room since it was marked as a no show. Advised the customer to go to the front desk and speak with them for clarification. The customer contacted our Social Media team for follow up and advised the hotel did not provide the second room and declined refunding him. Our representative called the hotel and the manager refused to coordinated a possible refund.
On February 19, 2020, Mr. called in regarding the refund. Our representative called the hotel and they advised the guest did not check in and did not ask to cancel the reservation for the second room. The hotel advised they will not honor a refund request. The customer asked for a supervisor. The call was escalated to a supervisor. The Supervisor called the hotel and spoke with the manager. The manager advised they would take care of the refund and advised they would will refund our virtual card for the second room reservation. Our representative issued a refund for the second room in the amount of $104.98 and advised the customer of the refund timing.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and while I find the response to be inaccurate, they have refunded the amount of a single room. Despite the inconvenience and loss of time, I will accept this as a settlement on the part of Expedia at this time.
Sincerely
On December 3, 2019 I booked a hotel through Expedia with a cancellation policy up to 1 week prior to arriving. We were planning on arriving on January 30 and the cancellation policy went into effect on January 23. Between 1/23-arrival a 30% penalty for cancellation goes into effect.
On 1/25 I received an email from the hotel stating "We strictly forbid any parties, gatherings or outside guests whatsoever...not for dinner, not for pre-drinks, not to meet up, not for a little bit not at all!" And then went on to threaten us with "a minimum fine of $750 for violating this", and goes on to treated further that If this if violated it will result in an immediate police call, eviction and an additional $500 fine.
I reached out to the senders and asked what this was about & explained that we're not hosting any parties, I then explained that we were indeed anticipating to host dinner guests...etc. But we will take responsibility if there are any complaints (that was loud and clear). They responded with "no guests means no guests". To which I responded that I should have been made aware of this this very stringent policy 2 days earlier before the cancellation policy went into effect and asked how I could cancel for a full refund. I was told I needed to go through expedia. I did, cancelled, re-booked elsewhere and called expedia regarding the full refund on 1/29.
I have sent emails to them and spoken to people twice. The first time I spoke with someone I was advised that the hotel had 72 hours to respond or I would receive a full refund. A week later nothing was resolved and the hotel didn't respond. Second call on 2/7 was made, after not receiving a follow up email to my request, and was told this would be expedited and they would contact me once the hotel responded. This is now 2/18 and I've heard nothing.
The hotel scammed me and deliberately waited until the cancellation policy went into effect to notify me of their no guest policy.
February 25, 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 his hotel reservation.
Our records indicate that on December 3,
2019, Mr.,
or an authorized user of their Expedia account, self-booked a hotel reservation
with ***, located in Toronto, ON, Canada, for two travelers. The accommodations were from January
30, 2020, to February 2, 2020, under itinerary ***. We understand Mr.
*** is requesting a refund of $116.05, stating the hotel sent a policy change,
two days after the cancellation period ended.
On January 26, 2020, Mr., or an authorized user
of their Expedia account, cancelled the hotel reservation using Expedia’s self-cancelling
feature on Expedia’s website and a partial refund was processed for $270.77.
Several Expedia
agents’ reached out to ***. On February 21, 2020, I reached out to
***, who stated the cancellation penalty would not waived due to the
policy change.
Expedia serves as
a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We do not own or operate any
hotels, nor do we set any cancellation or refund policies. We hope you
understand we must adhere to the policies dictated by the hotels.
Furthermore, when
finalizing the reservation on Expedia, Mr. agreed to the following 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.
Because we value
Mr. as a customer and regret the inconvenience caused, we have applied a
$100.00 Expedia Travel Coupon to Mr.’s account valid until March 31, 2021.
The coupon is
valid toward the future purchase of a “Pay Now” hotel reservation, either as a
stand-alone hotel or a vacation package. The coupon will appear in the booking
path of Mr.’s next qualified reservation. For additional terms and
conditions, Mr. can kindly use the link provided within his Expedia
account.
We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Thank you,
Michelle R
Corporate
Correspondence Team
I had a reservation for *** in Fort Walton for February 13-17th. On February 11th, I received an e-mail that the price of the hotel was decreased with a difference of $118.35 (original price $654.07 and it decreased to $535.22). I contacted Expedia to take advantage of the price guarantee. I was transferred a few different times for different excuses. Until I finally got someone who told me he had consulted with his manager and I didn't qualify because I was traveling in less than 48 hours. I thought that didn't sound correct since I am an avid user of Orbitz, and asked for a manager. When the manager got on the phone she told me she had not spoken with the previous agent at all and wanted to know what was going on. She then informed me that I did qualify, and I had until 11:59pm to file a claim. I told her by this time, I had been on the phone for about 45 minutes, and was headed to work and unable to file the claim. If I hadn't been transferred multiple times and purposely lied to, I would've had ample time to complete the claim before heading to work. The manager kept talking over the fact that the previous employee purposely lied to me, and only addressed it after I threatened to call corporate. I tried to file the claim online myself and it would not allow me to, and I have screenshots that are time stamped to show I was within the allowed time.
February 24, 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 her hotel reservation.
Our records indicate that on February 9, 2020,
Ms., or an authorized user of their
Expedia account, self-booked stand-alone hotel reservations with *** by
***, located in Fort Walton Beach, FL, for two
travelers. The accommodations were from February 13, 2020, to February 17, 2020,
under itinerary ***.
We understand Ms. is requesting a refund of $118.85, stating she wanted the price difference due to the Hotel
Price Guarantee.
On February 12, 2020, Ms. contacted Expedia
advising that she received an email stating the price had decreased from $654.07
to $535.22 and was looking to file a claim for the Hotel Price Guarantee. An Expedia
agent verified the price that was being seen by Ms. on the website. Another
Expedia agent advised Ms. on how to file the Hotel Price Guarantee and offered
to place a $25.00 coupon on her account for a future “Pay Now” hotel
reservation, which she declined.
Expedia
regrets the inconvenience this matter has caused Ms.. On
February 24, 2020, I contacted Ms. and processed a refund of $118.85 back
to the original form of
payment. 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.
Thank you,
Michelle R
Corporate
Correspondence Team
By far the worst and most stressful experience I’ve ever had dealing with any company. My husband purchased a package trip to Florida. My mother ended up in the hospital and died. So obviously we weren’t able to go on the trip nor did I have the time to reschedule or modify our reservation. Expedia did absolutely nothing in regards of making it right. We lost $800. Then as dumb as it sounds we used Expedia to book another package to Las Vegas. When we arrived at the hotel they informed us that Expedia canceled our reservation and due to booking thru Expedia the hotel couldn’t modify the reservation. Luckily the hotel went out of their way to basically harass the service agent into rebooking our room for the week or we would’ve been sleeping on the sidewalks of Las Vegas Blvd. Also we were told we would be refunded a nights stay but never received anything. And trying to get a hold of anyone takes up a whole day. I will never use their service again and definitely WARN everyone I can not to use them. STAY AWAY!!!
I am writing regarding my service issues with Expedia, Inc. On 10/15/19 I called Expedia to make reservations for an upcoming trip to Europe. Expedia’s website does not offer any self-service options to book a trip with more than 1 city, so we had to call Expedia to make these reservations. When I called, I spoke to John. I explained that we were wanting to fly from St. Louis, MO to Venice Italy on March 11, 2020. We would need a hotel in Venice from March 12-17, 2020. We would then need to stay at *** Hotel First Class in Munich to be at the same hotel with our family that we are meeting in Germany. The stay would be from March 17, 2020-March 23, 2020. We would then need airfare from Munich, Germany back to our hometown of St. Louis, Missouri on March 23rd. I was on the phone with John for well over 45 minutes before he confirmed that the flights and BOTH hotels had been booked. I asked to book the insurance and was told that the 3rd party's system was unavailable and given the number to call back later. When I went online to get the itinerary #s there was no hotel reservation for Munich. When I called back to inquiry about the missing reservation I was told that I would have to pay an additional $800 to cover the hotel that was supposed to have been booked and paid for on our previous call. I have spent at least 11 hours on the phone with Expedia trying to cancel the reservation. On my last attempt I called customer service and was then transferred to Patricia in Lodging Operations, she transferred me to Jake who transferred me to Roy in Tier 3 customer service. Roy assured me that they would e-mail me after reviewing the recordings of my previous calls. He told me that mistakes were made in the reservation and that I would be given a refund within 48 hours. When I asked who to contact if I didn't receive that e-mail he said he would personally monitor the situation and make sure the situation was resolved. I still have not heard back from Expedia.
February 25, 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 his flight reservation.
Our records indicate that on October 15, 2019, Ms., or an
authorized user of the Expedia account, contacted Expedia and booked a One-way
flight and hotel reservation for two travelers, under itinerary ***.
Travel was aboard *** Airlines, departing on March 11, 2020, from St.
Louis, MO, USA, Arriving on March 12, 2020, in Venice, Italy. The hotel stay was at the ***,
located in Venice, Italy, check-in on March 12, 2020, check-out on March 17,
2020.
On October 15, 2019, another One-way flight and hotel reservation was
booked for two travelers, under itinerary ***. Travel was aboard ***, departing on March 23, 2020, from Munich, Germany, to St.
Louis, MO, USA. The hotel stay was
at the *** St. Louis Airport, located in St. Louis, MO,
USA, check-in on March 23, 2020, check-out on March 24, 2020.
We understand Ms. is requesting Expedia to cancel both of
the reservations and process a refund of $3,442.32. We can confirm that on October
29, 2019 and January 14, 2020, Ms. contacted Expedia stating the agent
who booked the reservation did not add a hotel stay in Munich, Germany.
Expedia has been able to
verify that there was a chargeback filed with the financial institution on November
19, 2019, for both reservations mentioned above. On December 11, 2019, a refund was processed by
Expedia for the hotel portion for $52.43 and a refund was processed by TAP
Portugal for $1,408.70, totaling $1,461.13, for itinerary ***.
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.
Nonetheless,
Expedia regrets Ms.’s experience when contacting Expedia’s customer
service center was not as we would have hoped. On February 25, 2020, Expedia cancelled itinerary *** and as a courtesy,
processed a one-time refund in the amount of $1,981.19 to the original form of payment. The time it
takes for the refund to be available in your account depends on how quickly
your bank processes refunds, typically within three to five business days.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Michelle R
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia has responded that they have refunded $52.43 and $1,408.70 in December 2019. I have called *** to verify, and I was never credited the $1,408.70 that was said to have been credited back to my card in December of 2019. The only refund that I have been given is for $52.43. I will accept Expedia's response to my complaint when I receive the 2 additional refunds that Expedia has promised in the amounts of $1981.19 and the refund of the $1,408.70.
Thank you very much for your assistance in resolving this matter.
Sincerely
March 3, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret to hear Ms. did
not accept our response and/or resolution offered. 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) and as such accepted the funds for Ms.’s purchase,
the customer will also see the airlines name in the transaction information of
her credit card statement. As *** was the merchant of record, they are
also the party who would process the appropriate refunds to Ms.. Expedia
does not have access to transaction numbers for charges and refunds not
processed by our company. We recommend, therefore, that Ms. contact ***
directly at 1-800-221-7370 and reference the information that can be found on
Ms.’s confirmation email.The Airline’s Confirmation Number*** ticket number ending in *** ticket number ending in ***We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Michelle RCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have booked a lot of travel through Expedia, and this is the second time I booked a room that advertised breakfast but when we got to the hotel they said it was not included. I called Expedia to try and resolve the issue but was told it’s not included and there was nothing he could do. The breakfast is $15 a person x 5 people = $75 which should have been included. We now have to pay for breakfast due to improper advertising.
February 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 seeking a refund for five breakfast options.
Our records indicate on February 16, 2020, Mr. or an authorized user of the Expedia account booked two rooms at the ***, checking in on February 17, 2020 and checking out on February 18, 2020 via ***. A confirmation email was emailed to the email address on file, it has been opened twice.
We can confirm on February 19, 2020, in review of the reservation there have not been any calls or complaints. I was able to recreate the reservation and our site advised a second room option which included breakfast. The hotel offered optional extra breakfast for a fee: between *** and *** for adults, *** and *** for children (approximately) for the room reservations that did not include breakfast. I was also able to review the creation of the reservation and it did not list breakfast as an inclusive option.Please see the attachment for the way the room information would have appeared on the reservation to include breakfast compared to the way it was booked that did not include breakfast.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Booked a trip through *** offered from Expedia. In the Confirmation it states to contact the hotel directly to arrange transportation; I attempted to contact the hotel when arriving in Mexico and contacted Expedia (through *** Customer Service) and their agents were not able to get a hold of hotel as well. I was forced to book another hotel directly and Expedia was to have contacted hotel to issue refund. They never followed up, a dispute was filed with the Credit Card Company and the hotel THEN replied but failed to respond to emails or phone calls leading up to the trip or after.
*** Travel Confirmation # *** - Expedia/Hotels.com
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:
Customer Complaint:The customer has stated that they booked on *** Hotels website, which partners with Expedia. The customer advised that they were confirmed to contact the hotel directly to arrange transportation. The guest went on to explain that when he arrived in Mexico on the day of check-in he attempted to contact the property and was unable to reach anyone. The customer then stated he contacted Expedia and the customer service agent also was not able to reach anyone by phone at the property. The guest explains that he then made his own booking at a different hotel and asked Expedia to obtain a refund from the hotel. He advised he did not receive follow up after this so disputed the charges with his financial institution used to create the booking, and after that time received a resolution.The customer is requesting a refund of the booking charges in the amount of 832.28 USD.
Findings:According to our records, on 12 December 2019 a booking was created for *** through *** under itinerary ***. The date of arrival on the booking was 17 December 2019. The guest first made contact with our customer care team on 16 December 2019 around 9:00 PM Mexico Standard Time (local hotel time) and advised he had been attempting to contact the property via phone and email and had been unable to reach anyone at the hotel. Due to the lack of contact with the property the guest asked to cancel the booking as he would have to travel a long distance from the airport to arrive and did not feel safe traveling to the area without a confirmed booking. The booking was made under the following policy:"Non-RefundableCancellation and change policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded."Due to the policy in place, the customer care attempted to contact the property to verify why the guest could not reach the property and if they would waive the policy to allow the guest to cancel due to the issues experienced. The customer care was unable to reach the hotel as it went to an automated voice service so advised the guest they could escalate this for follow up and send an email to the property with the concerns and request to waive the cancellation policy. The guest called to follow up at approximately 8:30 AM Mexico Standard Time and was advised there was no resolution yet and someone from the follow up team would be in touch. At about 11:30 AM Mexico Standard Time the hotel replied that they would not waive the confirmed booking. However, it appears our customer care team did not follow up with the guest to advise the booking was confirmed and the hotel declined to waive.On 20 Dec 2019 Expedia received a dispute from customer billing facility. The dispute was won by Expedia and the funds not returned as the booking appeared to be authorized by the guest. The guest did not reach out again until 03 February 2020 and at this time advised he attempted to contact the hotel to arrange a shuttle and was never able to reach them so requested a waiver for the booking again. At this time the team advised the hotel had declined to waive during the previous contact, when the booking was pre-stay.
Resolution:Due to the lapse in contact to the guest, with the hotel's confirmation of the booking and decline of a waiver, we have provided a full refund for this booking in the amount of 832.28 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 7 business days or within the next two billing cycles.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Ashley N.Customer Relations Specialist
Booked a Multi-City trip for my husband and son going from Miami to Peru on May 9th then coming back from Peru to Austin Texas on May 16th. The trip back to the USA was 4 legs of travel. THREE of the 4 legs on the return were cancelled without notice. I just happened to log on to review the itinerary. I called Expedia to rectify and after being on the phone for 2 hours, they did indeed cancel the return trip altogether on May 16th and waiting for a refund for the return trip which can supposedly take up to 8 weeks. I had to rebook flights back from Peru to Miami on May 16th and the pricing is outrageous because I am now booking another one way trip instead of a round trip. Had they allowed me to book as a ROUND TRIP, I would be looking at a total round trip cost $1244.00 instead of the $5800.00 I am currently being charged for two one way trips. Due to the airlines Expedia is working in partnership with called *** cancelled so many legs of the original trip, I should be able to revise the entire trip from a MULTI-CITY to a ROUND TRIP and take advantage of that pricing structure.
February 19, 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 Mrs. *** (Revdex.com case number ***) regarding flight reservations.
Our records indicate on January 12, 2020, Mrs. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel was with *** Airways, traveling from Austin TX to Fort Lauderdale, FL departing on May 8, 2020, for a total of $226.80.
Our records show on January 12, 2020, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines Group, *** and *** from Miami, FL to Cusco, Peru departing on May 9, 2020, and returning to Austin TX, on May 16, 2020, for a total of $6628.34.The flight reservation includes a Flight Protection Plan, administered by ***, for a total of $430.
We have verified that on February 13, 2020, Mrs. contacted Expedia to request assistance with an airline-initiated schedule change. We contacted *** Airlines via phone to request an approval to either book an alternative flight or to issue a refund. Therefore, *** offered a flight departing on May 15, 2020, as a replacement. However, Mrs. declined that option, seeking a full refund of $3,607.28, which was authorized by *** Airlines. As they were the merchant of record (the entity that received the funds and the company that charged the customer’s credit card). The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within eight weeks.
From time to time and for a variety of reasons, airlines issue schedule changes and we do our best to notify customers as quickly as those changes occur. We understand that these changes can be inconvenient, time consuming and not customer friendly. Nonetheless, 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 has no control over when, or how often, airline-initiated cancellations occur. We cannot provide refunds unless approved by the airline and must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
Our records show on February 14, 2020, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines Group from Cusco, Peru to Miami, FL departing on May 16, 2020, for a total of $2787.48.The flight reservation includes a Flight Protection Plan, administered by ***, for a total of $180.
It appears, after Mrs. accepted the refund from *** Airlines totaling $3,607.28, and once it posts to her account. The final amount charged for the May 16, 2020, flight will be $2,967.48, including the Flight Protection Plan, under itinerary ***. Furthermore, it appears that Mrs. flight does not return to Austin TX. As, it stands Mrs. paid $819.80, less than her original return flight.
We are unable to validate Ms. Revdex.com claim of a significant difference in price between booking a Round Trip flight verses a one-way flight based on, "Airfare is only guaranteed once the purchase has been completed and the tickets are issued". Airlines and other travel suppliers may change their prices without notice. Currently, the least expense premium flight departing from Cusco, Peru to Austin, TX for two passengers is $3,246.28. In conclusion, see the following *** Airlines flight restrictions:
Additional fees:
The airline may charge additional fees for checked baggage or other optional services.
Additional fees for your flight to Miami
Airline rules + restrictions:
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Tickets are refundable:
Please read important information regarding airline liability limitations.
While we regret Ms. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her refund 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
Complaint: ***
I am rejecting this response because:
1. I had to reject the return flight to Austin because Expedia said my husband and son would have to fly back from Peru on the 15th instead of the 16th. There WAS NO flight back to Austin on the 16th. Joe - the supervisor - indicated as such - because there would not be enough time for connections.
2. What I am asking for is a ROUND TRIP fee to and from Peru via Miami versus the pricing of TWO one-way tickets. I will not accept anything less than a recalculation of the May 9th - May 16th flight arrangements as a round trip airfare.
Sincerely
I’ve been using Expedia since 2016 to book flights and hotels. Recently since 2018 I haven’t traveled anywhere since I had a baby and some other complications regarding that. But I have been regularly getting emails from them with updates on my reward points. As of the latest email from 01/23/2020, I have 822 points. Today on 02/14/2020, I was trying to book a flight and realized that my points are not there anymore. And there are also some discrepancies between my account from desktop vs mobile app....not all my previous trips are showing. Some of them are just gone from the list.
I contacted the customer service to fix the issue. They wouldn’t give me any proper reasoning for my issue. All they would say is that my points have expired. My question is if I had 822 points on 01/23/2020...how can my points expire in the middle of the month before a new statement is even issued. Even if my points are invalid, there should be history of my previous trips. But it just mysteriously vanished when I’m trying to use my points!
Instead of looking into the discrepancy or offering me any consolation, they kept bluntly saying that my points are gone. I’m very disappointed with the customer service!
February 19, 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 Mrs. *** (Revdex.com case number ***)
regarding ("822") rewards points missing from her Expedia rewards account. We understand Mrs. is requesting approximately ("822") to reinstated along with restoration of her Expedia (Trip) history.
By opting to enroll into the Expedia rewards program Mrs. acknowledged that she read and accepted the below Rules & Restrictions under Expedia’s Terms of Use:
Expedia Rewards points will not expire as long as there is a qualifying purchase or redemption activity through Expedia.com on your Account at least once every eighteen (18) months. "Qualifying purchase or redemption activity" means an Expedia Rewards eligible trip or travel item which has been both booked and paid for, an eligible purchase made with your Expedia Rewards Card or Expedia Rewards Voyager Card which has been confirmed in your Expedia Rewards account, or redemption of a travel reward through your Account. All points in your Account will expire if there is no qualifying purchase or redemption activity for a period of eighteen (18) months. Once expired, Expedia Rewards points will not be reinstated.
Rewards Point accumulation and redemption activity can be accessed on your Rewards Activity page. Expedia Rewards points and rewards have no cash value and may not be traded or redeemed for cash. Expedia Rewards points may not be assigned, sold, transferred, and/or pledged to any third party. You have no property rights or other legal interests in Expedia Rewards points. You are responsible for any personal tax liability that may be related to participation in Expedia Rewards and redemption of any rewards.
Mrs. Rewards Account Overview:
Points will expire if no additional activity by expiration date:
26 JAN 2020
Upon further review, Mrs. last (Trip) ended on June 26, 2018, she was given approximately (24) months to utilize her earned points within her rewards account. Which exceeded the (eighteen month) terms of use length. However, once Expedia rewards points expire we are unable to reinstate them. In conclusion, Mrs. (Trip) history shows (five) completed and (five) cancelled trips from 2017 through 2018. Thus, confirming all of Mrs. purchase history is showing available for her records on, Expedia.com. Regrettably, we are unable to validate the differences between the mobile verses the desktop applications in regards to her (Trip) history.
While we regret Mrs. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her requests.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I have purchased *** flight ticket through Expedia website back in December 2019 and due to a medical issue I attempted to request refund, cancellation and or credit for the flights. Expedia pledges that they don’t charge cancellation fee however they are refusing to issue a cancellation and credit for airline tickets. I have researched *** website and according to *** policy I qualify for credit for flights cancelled. These flights are worth about $500. I am so hurt and disappointed that Expedia expressed no compassion or empathy for an ill customer. They didn’t even ask for my medical note so sad
February 19, 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 package reservation. Our records show on December 18, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from New York, NY to San Juan, Puerto Rico departing on February 24, 2020 and returning on February 28, 2020. The hotel accommodation was with The ***, San Juan for a check in on February 24, 2020, and a check out on February 28, 2020, for a total of $1,126.12. We understand Ms. is requesting that Expedia either refund or provide her with an airfare credit, due to her medical condition. On January 8 and January 9, 2020, Ms. contacted Expedia to cancel her flight based on, “Travel Advisories”. Therefore, Expedia advocated on Ms. behalf by contacting *** Airways for authorization to issue either a refund or flight credit. Regrettably, *** Airways advised the impacted dates of travel are from January 7 thru January 9, 2020. However, Ms. tickets are scheduled to depart on February 24 and return on February 28, 2020. In addition, per the rules associated with the *** airfare both tickets are non-refundable and non-changeable. At that time, Ms. chose not to cancel the flight. Our records indicate on January 15, 2020, Ms. contacted Expedia since she cancelled the hotel accommodation. Furthermore, Ms. requested that Expedia reinstate the hotel stay without a fee. Although, once Ms. agreed to cancel the hotel stay our system automatically processed a refund of $691.34 and Expedia issued a $200 hotel voucher for her inconvenience. See the following hotel policy:
As of January 15, 2020: Status RefundableCancellations or changes made after 7:59 PM local hotel time, Saturday, February 22, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and feesOn February 5, 13 and February 14, 2020, Ms. contacted Expedia to report her medical condition and to cancel her flight. We then contacted *** Airways, for assistance with either issuing a refund or credit. After medical verification, *** Airways cancelled/issued an airfare credit of $407.70, for a $100 admin fee. In addition, Ms. may gain access to her airfare credit by keeping record of this confirmation number: ***. For any service questions or concerns related to the *** Airways credit she may review her emails sent by the airline or contact there customer service department at the following, 1 (800) 538-2583.By selecting to complete this booking Ms. acknowledged that she read and accepted the below restrictions and Expedia’s Terms of use: *** Airways restrictions:Tickets are nonrefundable, nontransferable and non-changeableTerms 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.Nonetheless, as a courtesy on February 20, 2020, Expedia processed a refund of $127.08, back to Ms. original form of payment. The refund was issued based on the difference/admin fee in connection to the *** Airways credit. The time it takes for the refund to post depends upon her bank, generally within three to seven days.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ACorporate Correspondence Team
Fraud is seemingly the name of their game or just plain coding errors that favor unauthorized price increases to Expedia's benefit. Sure it is a real time database but prices don't vary in 5 minutes after their system makes UNAUTHORIZED itinerary dates which doubles the price. Then one spends...now in excess of 45 minutes....trying to fix the problem with their so -called and marginally English literate "customer service " department. Disputed the transaction with my bank and intend to contact the US Attorney's office to see if their coding slight of hand rises to the level of interstate fraud. This is a raquet plain and simple. I have my employees book through Expedia. That practice will come to an abrupt and permanent halt on Monday morning !
I booked a stay with Expedia.com for ***, Miami Beach, Sun, Jan 26 - Tue, Jan 28 Booked.Total: $513.68.
When we arrived we were told they did not have the room that was booked. The room provided was not adequate for our party. They put us in that room anyway, even though it was more that the allowed amount of people. Two children did not have a bed that night. I called Expedia immediately , but I was told that they could not reach the property to resolve it at that time. I called after the trip and Expedia said they will seek to contact the property. After many attempts to contact that the property and being unable to speak to someone, they are now refusing the process my refund. They said they ahve to get an okay from a third party booking company that I have no dealings with them.
February 21, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** 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. Our records indicate that on January 9,
2020, the customer, or an authorized user of the Expedia account, self-booked a
hotel reservation on Expedia’s website, under itinerary ***. The
reservation was with ***, Miami Beach, FL, for January 26-28,
2020. The customer booked a Room Two
Bedroom Condo 2 Queens & 2 Twins Kitchen/Balcony for two adults and
five children and paid $463.67 for the reservation. We understand that upon his
arrival at the hotel, the booked room type wasn’t available, and for the first
night Mr.’s family was provided with a room that couldn’t accommodate all
guests. Mr. is requesting a refund in the amount of $513.68 for the booking
due to poor experience with the hotel.Upon review, Mr. contacted us on
January 26, 2020, and advised the hotel wasn’t able to locate his reservation. Since
then, our agents attempted to contact the vendor several times, but weren’t
able to reach them via phone and sent an email request. On February 21, 2020,
we spoke with the hotel, who confirmed the booking and advised they placed the
customer’s family in a room with one King Bed and two Twin Beds for the first
night. They weren’t able to provide an explanation on why the reserved room
type wasn’t available, but denied a refund request as the customer used the
room. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:
The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia 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.Nonetheless, on February 21, 2020, we
spoke with Mr., and as a sign of goodwill, offered a refund of the first
night in the amount of $231.82, which the customer accepted. We issued the
refund on the same day and he was sent an email confirmation with refund
details and processing times. 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
Booked a car via Expedia for pickup in Indianapolis. Paid the amount of $342.69 to Expedia, received email confirmation stating "The total prices includes ALL mandatory taxes & fees."
Arrived at Indianpolis for *** car, showed Expedia reservation, was charged additional $64.35 in tax, nearly 20% more than I paid to Expedia. My printed confirmation includes the phrase "The total prices includes ALL mandatory taxes & fees." *** said this happens all the time with Expedia as they don't collect the correct amount.
I had a contract with Expedia, I pre-paid the rental, received confirmation from Expedia, that says "The total prices includes ALL mandatory taxes & fees." but yet I was charged extra $64.35 tax at *** Counter.
I contacted Expedia customer service on Feb. 6, received email they would respond within 24 hours. BUT, no response from Expedia. I contacted Expedia again on Feb. 10, received email they would respond within 24 hours. on Fenb. 11 that they spoke with ***, and the following is their response via email "we were advised that the taxes collected at the counter were not included on the reservation price. Therefore they collected the airport concession fee and Customer facility charge at the pick up time."
But their confirmation said "The total prices includes ALL mandatory taxes & fees." - they advertised that ALL mandatory taxes & fees were included in the price that I paid to Expedia, but that is not true. They didn't advertise their service correclty, and lied about the true price of the rental.
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 Mr.
*** (Revdex.com case number ***) regarding a car reservation. We understand Mr.
is requesting a refund for the additional fees that he paid directly with ***
Rental Car.
Our records indicate that on January 18, 2020, Mr., or
an authorized user of his Expedia account, self-booked
a car reservation using Expedia’s website, under itinerary ***. The
itinerary was for pick-up on January 25, 2020 and drop-off
on February 5, 2020
at *** Rental Car.
We contacted *** on Mr.’s behalf, regrettably, they
have denied the refund request. By acting as his own travel agent, it is Mr.
***’s responsibility prior to completing the purchase, to review all regulations
prior to booking any travel on our
website. The vendor providing the
service includes all the rules and regulations that governed any transactions
made on our Expedia.com. As indicated on the email confirmation upon clicking
on the any hyperlink provided; in the car rental policies for ***
*** Car under state and local taxes it states:
An 11.11% airport concession fee recovery will be applied to all rentals. A customer facility charge of USD$5.00/day will be applied to all rentals with a maximum charge of USD$70.00.
We
understand Mr.’s frustration and wish we are in a position to do more
however; we need to comply with the rules and restrictions of *** Rental Car. 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 TeamTell us why here...
On January 14 2020 I applied and was approved to Co-branded *** Credit Card. This credit card automatically should upgrade my Expedia status to Gold. Unfortunately it did not happen. I contacted Expedia multiple times on this Issue and I have 2 cases open (Initial *** and Escalated ***). I was confirmed that I qualified to Gold Status, But it's still not upgraded.
February 20, 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 account. We understand
Mr. is requesting for his account to be upgraded to Gold status.
In effort to resolve this matter, Expedia has consistently
remained a liaison to our internal department regarding Mr.’s
account and they have corrected the issue.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I really appreciate help with resolving issue. At same time I strongly believe that Expedia should compensate me for hours of my personal time spend on the phone with Expedia Customer Service
Sincerely
On December 16th I rented a car in Brazil through Expedia. After confirming the reservation I was requested to purchase a insurance policy for the rental car and I did it. The insurance would cover the car from the 19th of December to the 6th of January.
Arriving in Brazil the car rental company did not accepted the insurance that I purchased. I had to pay for their insurance to be able to rent the car. I have all the receipts proving that I had to pay for another insurance police. I have been in touch with several customer service agents since I came back to US on January 24th. They keep on telling me that they had to contact the rental car company in Brazil to solve the problem despite my offering to send them all the receipts. They finally told me that they could not make the refund because the dead line to file a complain had expired. I was deceived and induced to buying a service that was not available for my car rental and now they refuse to give my money back
February 17, 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 car rental in Sao Paulo-Collison Damage Plan reservation. We understand Ms. was denied insurance at the counter and is
requesting a refund.
Our records indicate that on December 16, 2020, Ms., or an authorized user of his Expedia account, self-booked a Sao Paulo-Collison Damage Plan reservation using Expedia’s website, under itinerary ***. The itinerary covered one
traveler for December 19, 2019 to January 6, 2020.
By acting as her own travel agent, it is Ms.’s responsibility prior to completing the purchase, to review all regulations prior to booking any travel on our website. The vendor providing the service includes all the rules and regulations that governed
any transactions made on our Expedia.com. As indicated on the email confirmation provided on your rental car itinerary ***; in under insurance it states:
•YOUR RENTAL DOES NOT INCLUDE THEFT OR DAMAGE COVER. THIS IS A STANDARD REQUIREMENT WHEN RENTING A VEHICLE OTHERWISE YOU CAN BE HELD LIABLE FOR THE FULL VALUE OF THE VEHICLE IN CASE OF DAMAGE OR THEFT. PLEASE OBTAIN A LETTER OF PROOF FROM YOUR CREDIT CARD PROVIDER THAT THIS COVER IS INCLUDED ON YOUR CARD AND EXTENDS TO THE COUNTRY OF RENTAL. LDW COVER CAN BE PURCHASED DIRECTLY AT THE RENTAL DESK. PLEASE NOTE THAT YOU WILL BE REQUIRED TO LEAVE A DEPOSIT AT THE START OF YOUR RENTAL THE EXCESS LIABILITY IS THE AMOUNT DETERMINED BY THE CAR RENTAL SUPPLIER FOR WHICH YOU CAN BE HELD LIABLE IN CASE OF DAMAGE/THEFT OF THE VEHICLE. DAMAGE TO OR LOSS OF TYRES WINDSCREENS GLASS AND UNDERCARRIAGE MAY NOT BE COVERED BY THE CDW (COLLISION DAMAGE WAIVER). PLEASE CHECK WITH THE RENTAL AGENT AT THE DESK. IF YOU PURCHASE THE EXCESS REIMBURSEMENT INSURANCE FROM A THIRD PARTY THE MAIN DRIVER WILL BE REQUIRED TO PRESENT THEIR CREDIT CARD AT THE RENTAL DESK IN ORDER FOR THE CAR RENTAL AGENT TO AUTHORIZE THE DEPOSIT.We understand Ms.’s frustration and wish we are in a position to do more however; we need to comply with the rules and restrictions of the Car Rental in Sao Paulo.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez M
Corporate Correspondence Team
Thank you for taking the time to read this. I do not want to make this very long. I have reached out to Expedia on multiple occasions and they have not resolved my problem. I purchased plane tickets through expedia with the airline ***. I purchased 5 tickets and everything seemed fine. I even signed a letter stating I authorized the transaction. Everything seemed good on the page and I got updates on the flight and on the day we drove (1 hour and a half ) to the airport. We arrived earlier than the flight. We gave them my husbands booking code (ticket we bought directly with *** for the same flight.) he appeared in the system. But when I gave them mine (ITINERARY# ***) flight roundtrip from DFW-MEX there was no tickets. I called Expedia shortly after and they told me it was the banks fault they have the money and they can do anything on their end. I called *** for a refund ($1,702.20) and they told me that I have to speak to Expedia in regards to this since I purchased the fights with them. We didn't get to fly no matter who I talked to. The payment had be processed since 7/30/2019. I spent that day devastated that we didnt get to fly and my husband lost his flight cause how was he going to fly alone and a 8 month old. For them to tell me the bank still had my money was a lie. Ive sent them proof. After speaking to Expedia we lost our flight they were telling us we can get on another flight but we had to purchase the tickes ( $6,000) we couldn't afford it so we decided to take the bus (30 hour ride)($1,400) had to leave 2 family members. I still kept in touch with expedia and all they can say is that they apologize for the delay. They have not recieved a response and I message them at least 2 times a week to get an update. I made a claim with *** for my husbands fight ticket and they are refunding it without a problem. I thought they were not going to refund anything since his ticket was there. I have sent them every proof they ask for
March 3,
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 her flight reservation. Our records indicate that on July 26,
2020, the customer, or an authorized user of the Expedia account, self-booked a roundtrip flight for five passengers on
Expedia's mobile app, under itinerary ***. The flight was with
*** Airlines from
Dallas, TX, USA, to Mexico City, Distrito Federal, Mexico, departing on
December 14, 2019, and returning on January 1, 2020. The total cost the
customer paid for the booking was $1,702.20.Upon review, we found that on August 23, 2019, the customer
disputed the charges associated with the flight with her bank. Consequently,
*** Airlines cancelled
the flight reservation.
On December 14, 2019, the customer contacted Expedia and advised the bank
reinstated the charges. Expedia
contacted the airline,
but they stated they didn’t receive a notification from the customer’s
financial institution confirming the charges were reinstated, and requested an
official letter from the bank confirming this information. We communicated with the customer about the document the airline requires
in order to consider her refund request, but we have not yet received it. We are again asking Ms.
*** to email or fax us the letter from her bank, confirming the charges for the flight were reinstated.
Once we receive the letter, we will forward it to the airline for review. 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 *** Corporate Correspondence Team
Reference: Itin: *** - Case ID : [***]
Expedia sold me hotel *** (mandevill, La) as 3 star out of 5 hotel. WHen I got there, the hotel had a smell of urine in its rooms and there was construction everywhere, I told the front desk clerk and we changed the rooms but same problem. I was too tired that day but I checked out the next day (one day ahead of time) and told the desk clerk the reason. I asked Expedia to refund me $75 for unused portion of my stay but they refused. Since I relied on their rating, they should refund me because their rating was a LIE.
February 17, 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 seeking a refund for one night of the hotel reservation and having had to chase down a refund.
Our records indicate on December 23, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel reservation at *** - Covington/Mandeville, checking in on December 25, 2019 and checking out on December 27, 2019 via ***. A confirmation email was emailed to the email address on file, it has not been opened or reviewed.We can confirm on December 27, 2019, the customer called in advising he has already checked out of the hotel. He complained that he checked out due to the ongoing hotel and wants a refund for the one unused the night. Our representative was not able to reach the hotel.
After further review on February 17, 2020, I emailed the Market Manager and she advised I could email the hotel. I emailed the hotel and they responded advising that they were declining the request for a refund. They stated that this was the first they had heard of any issues from this guest. They advised that they provided the advertised accommodations and if the guest chose to shorten his stay it was solely his choice and nothing that we were at fault for and would not authorize a refund.
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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia told me it was a 3 start hotel. A 3 star hotel does not have urine smell and substandard rooms not to mentions construction and paint in the hallways. I demand a full refund.
Sincerely
I have a reservation for a hotel through Expedia for 2/15/2020 - 2/16/2020 the reservation was $200.79 including tax. I have found the same hotel on *** for $170.02 for the same exact room type and description.
I tried to use the Expedia Price Guarantee for the difference in the 2 prices but Expedia is not honoring their guarantee. They have said the rooms are different.
Expedia lists the reservation as:
1 room.
Two double beds non smoking
Room 1 no. of guests: Adults, 2
Room amenities: Free High-Speed Internet, Breakfast Buffet
The *** reservation shows:
2 Adults
2 Double beds
Non-smoking
Breakfast included
Free parking
Free Wifi
How is this not the same room type?
February 12, 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 for a lower costing reservation. We understand that Mr. is seeking a refund for the hotel price difference he located on ***.
Our records indicate on January 29, 2020, Mr. or an authorized user of the account self-booked a package reservation with a one night hotel reservation at the *** checking in on February 15, 2020 and checking out on February 16, 2020 via itinerary ***. A confirmation itinerary was emailed to the email address on file, it was opened and reviewed five times.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm on February 5, 2020, numerous email were received from Mr. regarding the request for a price match. Our representative replied advising, “We checked ***" and found that it is a membership program website. Due to this, our Hotel Price Guarantee does not apply on this occasion”.
On February 10, 2020, Mr. emailed Expedia with a screenshot of a *** hotel reservation. Our representative replied to the email advising the screenshot is not valid since the reservation are not identical. The Expedia reservation was a “pay now” and the *** reservation was “hotel collect”.
On February 11, 2020, the customer called in due to Best Price Guarantee having been denied by the claims team. Our representative verified that the payment options were not the same as on the reserved reservation compared to the screenshot he sent in.
After further review on February 12, 2020, I reviewed the reservation, the confirmation itinerary, the notes on the account and the screenshot. The screenshot is valid for the difference between pay now and pay later reservation. I have issued a refund of $30.77 to the *** ending ***. The refund will appear in three to seven business days. A refund receipt has been emailed to the email address on file.Expedia has applied a $25.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until March 31, 2021. Please know that this 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.Our Terms of Use 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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I arrived at the scheduled rental car place to pick a car up I booked through Expedia. I was told I must pay an additional $350 in additional charges. Expedia allowed me to decline insurance and I was told at the rental car place I must pay for there insurance plus a $250
Deposit. I did not have a credit card with enough credit and was willing to work with *** car. The would not accept my card over the phone and wouldn’t not rent me the car other wise. The told me I would get a full refund and to call Expedia. Expedia said *** car declined to refund and they could not do anything . Expedia gave me a number to some place over cease and I was told they cannot help me and there is no phone number to call. Both Expedia and *** cars are refusing to refund my money! They both are blaming it on the other vendor. *** cars has terrible reviews and I was not the only customer left stranded with out a car that evening! They left us in a parking lot with a 2 yr old, 10 month old and 10 year old and no way to get a car and or my refund. The charged me $115 and promised a refund and now they will not resolve the issue. They have left me on hold for over an hour twice and refuse to resolve this issue. I have filed a dispute with my bank as well to try and get some one to resolve this issue! *** car would not rent car to me but both Expedia and *** ave Refuse my refund despite me never receiving a car!!
This is a terrible business and Expedia should not
Be allowed to advertise thorough this company. They clearly are scamming people to steal money!
Complaint DepartmentDear 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 *** (Revdex.com case number ***) regarding her outbound flight.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
My complaint was not about a flight, it was about a car rental that I paid for in advance. I was told by *** Car I would receive a full refund, but I must contact Expedia to receive this refund. I spoke to Expedia Customer services multiple times and each time Expedia has responded with the same generic response. " TO please accept there apology but per company policy they can not help me." I was told I could reject the additional insurance bu Expedia and when I arrived to *** Car was told I had to purchase the Insurance as *** Car would not accept mine, there were also additional hidden fee we were not told about, not to mention they would not accept my credit card for the deposit which I was unaware of too. Expedia stated they need approval from *** Car to refund and *** Car Says the opposite that Expedia needs to refund. The customer services Representative I spoke to IN PERSON at *** Car said I would receive a full refund. If I was told I would not be refunded the $115 I paid I would have stayed there until a resolution was found. Instead I was sent away with false knowledge by Expedia and *** car with NO Car and know fighting for a refund for a Car I never received. Expedia provided me with a number to call *** Car, however it is a mans number overseas and he answered the Phone Hello. I had to question him to find out who he even represented and than was told they will not speak to me on the phone about a refunds. Expedia is not not willing to provided any resolution on this situation except for an Email to accept there apology. I should receive part if not all of what I paid. I did NOT receive a car and was told by *** Car I would be given a full refund. *** Car was willing to speak to Expedia while I was there an approve this and Expedia refused to speak to them. Now here I am fighting for my money back after I was forced to Rent from a different place and stranded with Three Children. Expedia has been unhelpful and unwilling to help on this situation. There response to my original complaint shows this. They responded about a flight issues for someone else not even related to my complaint.
February 24, 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 the car rental reservation that she was not able to pick up.
Our records indicate on January 29, 2020, Ms. *** or an authorized user of the Expedia account booked a four day car rental with ***-Cars, picking up on February 6, 2020 and returning on February 10, 2020 via ***.
We can confirm on February 6, 2020, the customer called in stating that the car rental company is charging extra amount to the customer and the customer wants to cancel the reservation.
On February 9, 2020, the customer called in for a follow up advising that she was told she will receive a call within 24 hours but did not get any call. She request to speak to a supervisor.
On February 10, 2020, the customer called in to cancel due to no service provided. The vendor advised that they did not provide the customer a car because they didn’t have insurance and without insurance they could not rent. The call was discounted and when the representative called the customer back but there was no answer. From February 10 , 2020 through February 16, 2020, there were numerous emails between Expedia and Ms., regarding the refund for the car rental. Expedia emailed Ms. advising the car rental company denied the refund request.
After further review on February 17, 2020, I was able to review of the reservation, the confirmation itinerary and the actual reservation being created online. I verified the car rental company’s policy, which states the reservation is not refundable if the reservation is not cancelled the day prior to pick up. I telephoned the car rental company and they asked that I email them the request for refund: sent the requested email. On February 21, 2020, I received a response the vendor authorizing us to issue the refund for the prepaid amount of the car rental reservation. Issued the refund for $115.62, the refund will appear on the original card charged in three to seven business days. A refund receipt has been emailed to the email address on file.
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. 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.While Expedia is unable to provide the requested refunds regarding this matter, vendor authorized refund was provided based on the information listed above.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I am beyond ***, I bought trip insurance on my flight and they will not refund me my money what is the point of trip insurance if you dont want to refund me my money!!!! I had the flu so I even sent in my dr note now their making me go back to the dr and fill out a medical certificate and now I have to pay another copay which is b
t and they said it still wont guarantee me my money!!!! what is the point of the trip insurance yall are lairs and thieves. I will never use expedia again you guys are one big *** scam and if I could sue you guys I would!