I had some points on my account... I wanted to use it for a flight.... When they transferred me to corperate department I found that one of the agents I spoke too converted my points into expedia package coupon rewards.. And am not able to complete my booking till now because I need to turn back the points... Also there was a system down at the time I was trying to book and that was the reason that I called their coustomer service who did this awful mistake..
I waited for 33 days to have my points back and on the 31 jan 2020 one of the agents took off the coupons and adjusted the points to my account with a confirming email that I will have my points within 24 hours, I waited for 48 hours and after that they told me that my account was flaghed due to coupons! (which was done by their agents at begining), when I asked them to send me email to forward all the screen shoots I have they refused and they started to talk in a rude way,
So they took off my points, they took off the coupons(equal to 871,28$ and left me with no account as well, I need help and I can provide all doucumintation needed
Expedia.com Response
• Feb 17, 2020
February 17, 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 ***) in regards to her Expedia account. We understand that Ms. is seeking 108,500 points to be adjusted back to her account.
Due to the mishandling of Ms. account, Expedia cannot honor her point adjustment request. Expedia may at its sole discretion limit access to the Website and/or Terminate the accounts of any users, at any time, that show a direct violation of our, " Prohibited Activates", section found under Expedia’s Terms of Use, page.
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 17, 2020
Hi Revdex.com,
I don't accept that I violated anyting as they marked me as coupon abuser because of the 5 coupons the agent did for me and basicly I had the chance to make my reservation online if their website is working properly, but I had an error forced me to contact the agent who missed with my account
And I have offered them to send all receipts for all the reservation I have under my account to be able to calculate the points however they didn't accept, they closed my account after 33 days am trying to reach my right after their agent mistak
The complaint deals with false and misleading claims regarding a condo that I rented from Expedia Travel.
Complete details are included at the end of this complaint.
Expedia.com Response
• Feb 14, 2020
February 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a non-refundable hotel reservation.
On December 15, 2019, Mr. or an authorized account user contacted Expedia to book a reservation under itinerary, ***. The hotel accommodation was with ***, Metro Manila, Philippines for a check in on January 16, 2020 and check out on January 29, 2020 at a total of $642.45. We understand that Mr. is seeking a full refund based upon a misrepresentation claim of the used hotel accommodation.
On December 15, 2019, Mr. contacted Expedia to discuss a service issue that transpired on a pervious call with Expedia. Therefore, Expedia issued a $100 voucher to Mr. Expedia account for the inconvenience of the experience. The voucher was valid for a "pay now" stand-alone hotel, which was immediately used by Mr..
Our records show on February 4 and on February 5, 2020, Mr. contacted Expedia to discuss the condo type and it’s quality. Therefore, Mr. requested that Expedia obtain a refund on his behalf after his stay. We then contacted the property owner to seek his authorization, against the thirteen night stay. Regrettably, the property owner declined our request citing that all repairs were preformed promptly and he owns (one) condo available at the, "***", complex.
Additionally, Expedia’s Terms of Use, and the hotel’s policy which were agreed to by Mr. at the time of booking, expressly states:
Term 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.
*** 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.
We regret to hear Mr. was dissatisfied with the quality/condo type offered at ***. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately during their stay which enables us to attempt to find a resolution that may include a relocation. However, we do not show that Mr. communicated his issues at the property to Expedia until February 4, 2020. In addition, the property owner shows the condo was occupied by Mr. for 13-nights, and has considered the booking used.
While we regret Mr. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his 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 14, 2020
Complaint: ***
I am rejecting this response because:
The fault is with the advertising department of Expedia not the owner of
the condo. Expedia advertised the condo as having 2 queen size beds when it should have been advertised as having 1 queen size bed. A mistake confirmed by Kathryn R supervisor for Expedia. I was very clear about that in my complaint. With respect to the room, Expedia
mistakenly booked the room till the 28th instead of the 29th of January
which is what I requested. Expedia called in the wrong dates before confirming them with me. They said
they made a mistake and they could not change it so they credited the extra day (apparently valued at $100). Let me be clear that Expedia supervisor Kathryn R *** was contacted during our stay and confirmed everything I reported.
I used Expedia to book a flight to Canada for our 30th anniversary in May. I spent a long amount of time carefully selecting specific flight times, that facilitated our tight schedule of travel.
I then received an email from Expedia soon after informing me the airline changed the departure time and to select from Option 1 or Option 2 (flights) and they would change the flight for me. I responded within the time frame of 48 hrs specific by email and selected Option 1 even though it was now making me have a longer delay between flights in airport & arriving much later that night.
I have since checked Expedia daily and they have NOT made the correction to my Departure flights to Canada. In fact the flights they did setup will make succesful arrival IMPOSSIBLE for us. They have Leg 2 LEAVING 20 mins BEFORE we even land from Leg 1 from San diego.
I have been on the phone for hour with 2 supervisors and no-one just fixes the 2nd leg to the Option 1, 2nd leg flight I selected.
It's like they are unwilling for some strange reason to fix this, and I have spent way to much time on trying to get them to fix it over the phone and via 2 emails and online messaging.
I would like a full refund so I can make this flight myself and get to my destination in May.
They have taken what should be a fun happy 30th anniversary trip and made it painful & frustrating.
They have made money on this transaction - and they have not provided a service I am able to use since the flights they have set me up with will not get me there. Please see attached file. I would appreciate any assistance you can provide. Thank you.
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
Expedia.com Response
• Mar 05, 2020
March 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding her flight. We understand that Ms. is seeking to get her correct flight or a full refund.Our records indicate on January 21, 2020, Ms. *** or an authorized user of the Expedia account booked a combined one-way on-*** departing on May 26, 2020 from San Diego, CA to Calgary, AB returning on a combined one-way with *** departing on May 31, 2020 from Calgary, AB to San Diego, CA; along with the Flight Protection via ***.
We can confirm on January 23 through 25, 2020, *** noted the airline record of a misconnect error. *** noted that there were overlapping segments detected and the record would be cancelled.
On January 26, 2020, Expedia emailed Ms. advising *** has made a change to the flight schedule and that the original options are no longer available. Expedia offered options and asked that she contact us. Ms. emailed us back and chose option number one.
On January 27, 2020, Ms. called in to complain about the departure flight. The flight did not have a valid connection time. Our representative checked for options and offered a flight for May 26, 2020 at 12:40pm. While our representatives were checking for options the call was disconnected and was unable to reach the customer when she was called back.
On January 29, 2020, Ms. called as her flight had been cancelled and she received email and had selected option number one. She is upset that nobody has actioned the case for her and she has to call Expedia over and over.From January 31, 2020 through February 12, 2020, numerous emails communication from Ms. to Expedia about the misconnection of the flight. Expedia emailed Ms, *** advising the airline cancelled her fight and that we were working on the issue.
On February 12, 2020, I telephoned *** and they advised that both tickets could be exchanged and provided me with a waiver code. I called *** back and was advised the waiver code previously provided was invalid as there was no airline schedule change. They suggested that I book the space and *** would add the ticket to the new booked record and any cost would be the responsibility of Expedia.
On February 21, 2020, I called Ms. to discuss the reservation and the available flight for her San Diego, CA to Calgary, AB segment. Ms. return my call and advised she agreed with the flight I offered and authorized me to process the change.
On February 24, 2020, I reviewed the *** record and to avoid and further problem chose to create a corporate credit card and called ***. *** confirmed the flight and gave me confirmation number “MLSNGY”. *** emailed the confirmation to Ms., ***. I called Ms. and left a message advising of the flight times and advised her that *** had emailed her a confirmation. I advised she could go onto *** site and check ‘My bookings”. I also advised this reservation was booked strictly with *** and any changes would have to be made directly with them.After further review on March 5, 2020, I telephoned Ms. and left a detailed message with the *** confirmation number (please attachment). I advised Ms. that she could contact me if she had any questions. I also advised she needed to go onto *** website and except the schedule change that they have had on her flight and they will email her a confirmation itinerary.
Expedia has issued a $100 voucher to Ms. Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 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.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.Please accept our apologies for any inconveniences that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Predatory Practice Beware!
My wife and I have used Expedia as our travel guide for many years. We have had many wonderful trips. We built confidence that Expedia was one of the leading travel companies and trusted them with taking us to each of our destinations for a great experience. We were under the impression that they were professionals in the business. We were wrong to trust them. Expedia has traded providing professional service into JUST ABOUT MONEY NO MATTER THE COST TO THE CLIENT EVEN IF THEY PUT YOUR LIFE IN DANGER.
We recently booked a vacation to Jamaica using Expedia as we always have since 2010. We looked on their website for vacation packages and selected Jamaica. We had no idea what was about to happen to me and my wife nor did we have any fear that a professional travel company would endanger us for profit and gain purposes. Expedia flew us into an unfamiliar country to a airport situated 6 1/2 hours away from our resort by cab, thru territories that were very unpleasant and scary not to mention the road conditions for most of the ride was comparable to a haul road in a lumber operation. Expedia Knew that there was an optional airport 30 minutes from our resort. When we reached out to Expedia for help all we got was the run around and they claimed the airline didn't fly to the other airport. That was false because I was able to change it to that airport for our departure with additional cost of course. The whole thing was horrible and our vacation was clouded over by Expedia`s performance and we had to add over 1,000.00 dollars to insure our own safety to get home.Expedia`s bottom line is they sold a package to us and we should have looked and studied geographically to make sure that it was safe and cost effective. I THOUGHT THAT IS WHY YOU HIRE A TRAVEL AGENCY . They are supposed to be our guide to places we have never been and to look out for our best interest. Clearly they only looked out for their own pocket$$$ NO STAR RATING
I have had a challenging time trying to resolve an issue. I booked the *** Vacation Rentals in Avon Colorado for my son ***, his wife *** and their baby as an anniversary gift.
Expedia Itinerary #: ***
Booked 10/5/2019
$428.54
Better Business Complaint filed with *** Vacation Resorts on October 1, 2019 – I received no response from ***.
I spoke to *** on a number of occassions and in December 2019, they advised me to contact Expedia for a full refund. At this time, I was told I would receive a call back from a Manager after they spoke with *** to verify the refund of this stay at the *** in Avon Colorado. I did not receive a call back from anyone at Expedia. I did not receive an email or any other notification of the refund from Expedia. I called Expedia again in January and again was told I would receive notification of this refund. To date, I have not received a call from Expedia.
It is now 4 months since I submitted the issue to *** and two months since I first contacted Expedia.
I purchased this vacation stay for my son *** and his wife for their anniversary. They arrived late on Friday evening after driving from Colorado Springs Colorado to Avon Colorado (172 miles). My daughter-in-law and her baby had fevers and were very sick upon their arrival to the *** resorts. They woke up early Saturday to water all over their kitchen floor. This required a maintenance visit for over 5 hours. This was an inconvenience, invasion of their privacy and truly not what I had hoped for as an anniversary gift for them which was a relaxing time for the family to celebrate their anniversary and enjoy a restful stay.
I would like a full refund of this Expedia purchase.
Respectfully submitted
Expedia.com Response
• Feb 11, 2020
February
11, 2019Revdex.comAlaska,
Oregon & Western Washington Complaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mrs.
*** of Form, Revdex.com case number *** regarding a refund. We understand that Mrs. is seeking a refund
for the hotel reservation based on a problem in the room.
Our records indicate on October
5, 2019, Mr. *** or an authorized user of the Expedia account
booked a two-night hotel reservation at *** Resort at Avon, checking
in on October 11, 2019 and checking out on October 13, 2020 via ***. A confirmation email was emailed to the email
address on file, it was opened and reviewed once.
We can confirm on January 6,
2020, the customer stated he submitted a complaint to Revdex.com about
their experience in the hotel (kitchen was flooded) but there was no response. He talked to someone from *** Executive
Office and was told to call Expedia to get a refund. Our representative called
the hotel and was not able to get a valid answer, so an email was sent to the
hotel asking if we could issue a refund for the reservation based on the
complaint.
On January 7, 2020, we received
an email response back form the hotel which states, “ Please be advise guest
issues was resolve within 15 minutes of the initial complaint, also guest also
receive free parking and free breakfast totaling the amount of $106.00. No
further compensation will be provided”.
After further review on February
11, 2020, I called the hotel and they advised since they replied to our email
that they had spoken with the actual property and the property advised them of
what transpired. The hotel will not
offer any further compensation based on the response from the hotel property.
As a one time courtesy Expedia has applied a $50.00 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
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.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 Orbitz.
Orbitz 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. Orbitz 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.
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
Itinerary: #***
I booked a private van to pick up my family from the airport at *** on July 15, 2019 with a return from the hotel to *** on the 19th of July. All info was exchanged, and we received a confirmation. When we arrived at *** on time, we called the company as requested with the number we were given, with no answer. We tried the number repeatedly. There was no answer. We kept trying. In fact, no one EVER answered the number at any time through the 5 days. I sat in the hot sun calling over and over again. My MS flared up due to this. As the week came to an end, it was clear that we were waiting for a service that was not being provided, so as an extra courtesy, I left a message about the fact that since service was not provided, and I was receiving no response, that we would not rely on them to come. We had to book something so we did not miss our plane. We were absolutely perplexed, disappointed and angry. We began working with Expedia immediately, asking for a refund. We opened a case (***). I was told, incredibly, that the business had a policy of "no refunds."
Upon further inquiry, Expedia said they were bound to abide by the company policy. It was reiterated that the "refund" was denied. I had a lawyer contact both Expedia and the company with return service letters, the letter to the company being refused. (It is amazing that their response was to deny the letter- a pattern, most assuredly) Expedia signed for the letter, but never responded. The lawyer very kindly explained that there is a big difference between a refund and a complete failure to provide the service or even respond. It is equal to showing up to a hotel, finding the hotel burned down, and being told by Expedia that the policy of no refunds applied. It is not a cancelation on my part, it is failure to perform the duty per the contract. They took the money. Expedia hid behind a "policy" of the company, enriching themselves at my expense. I paid $200 for nothing.
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 Ms. *** (Revdex.com case number ***)
regarding her transportation booking. Our records
indicate that on April 29, 2019, the customer, or an authorized user of the Expedia
account, self-booked a roundtrip transportation service from the airport to her
hotel, which included a Private Minivan: Los Angeles International Airport with
***, scheduled for July 15 and July 19, 2019, under itinerary ***.
The total cost of the booking was $200.00. We understand ***
didn’t provide the shuttle service, and the customer is requesting a full refund
of $200.00, along with $800.00 for compensation.Upon review,
on July 15, 2019, Ms. called Expedia and advised the vendor didn’t
pick them up and they were unable to reach the company by phone. Our agents
attempted to reach the vendor on behalf of the customer, but we were unsuccessful.
As they weren’t able to confirm the service wasn’t provided, they followed the
vendor’s nonrefundable policy, which states the following: You can cancel free of charge until
25 hours before your reservation starts. After that time, no cancellations,
changes or refunds will be made. 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
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,
we understand Ms.’s statement that she should not be bound to the
vendor’s nonrefundable policy when she expected the service but did not receive
it due to lack of communication on the vendor’s behalf. Upon receipt of this
Revdex.com complaint, we reported the vendor to our internal specialized team to
launch an investigation. As a courtesy exception, on February 16, 2020, we
issued a full refund of $200.00 back to the customer’s original form of
payment. The customer was sent an auto-generated email confirmation with refund
processing times. However, based on the information provided above, Expedia is
unable to honor Ms.’s compensation request for $800.00. 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
Customer Response
• Feb 21, 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.
Expedia supported the *** in Yakima, Wash., when the hotel abruptly cancelled my three-day reservation which had been prepaid by me. The hotel then seized the entire $234 payment I had made, even though they cancelled my reservation after a single night with no communication whatsoever with me. The published Expedia policy is that a hotel can cancel a reservation due to a "no-show" and can demand payment for a single night, but in this case the *** in Yakima seized the entire three-day payment with no refund at all. Expedia supports this theft. The communication I receive from Expedia has language such as, "We hope you will give us an opportunity to assist you with your travel plans again soon."
Buyer beware Expedia and their relationship with *** by *** in Yakima, Washington.
I tried to book a 2,300 trip on Expedia over 24 hours ago. I accidentally inputted the wrong security code that was on the back of my debit card. Expedia still put a 2,300 HOLD on my personal checking account even though I had no booking or reservation. I called customer service who then tried to complete the booking again, which placed ANOTHER 2,300 hold on my checking account with NO BOOKING. It’s been over 24 hours and the first hold is still on my account, as well as the second. I have access to NO MONEY, and have no reservation. I have to wait until these holds drop off to make a reservation elsewhere. It is FRAUD, for Expedia to place pending charges on accounts without any sort of reservation or booking. This is a nightmare.
Expedia.com Response
• Feb 11, 2020
February
11, 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 to
address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from Mrs.
*** Revdex.com case number *** regarding a hold
being released.
Our records indicate on February 7, 2020, Mrs.
*** or an authorized user of the Expedia account attempted to purchase two
round trip flights departing on May 10, 2020 from San Francisco, CA to San Jose
del Cabo and returning May 16, 2020; along with a five night hotel reservation
at ***. Upon receipt of Mrs. complaint, we
investigated the issues which were brought to our attention. We can confirm on February 7, 2020 the customer attempted to make
a reservation and the system advised that there was a problem with the form of
payment. Mrs. contacted our
Customer Service Department on February 8, 2020, and a representative tried
making the same reservation and received the message regarding the form of
payment. Mrs. admitted to entering
the wrong security code on the original reservation attempt. Once she contacted our Customer Service
Department and they tried to create a new reservation it is quite possible that
a second hold was placed on her card. Each
time the card is run the financial institution places a hold on the funds on an
account. Our system needs to capture funds
in order to complete a reservation. If
the funds are not captured the reservation is not created and cannot be placed
on hold. There was no reservation created under either attempt because of problem
with the form of payment.Mrs. needs to contact her financial institution and find out
their process for releasing holds on an account. Once the holds have been released by her
financial institution she can try to use her card again. We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Di-Di FCorporate
Correspondence Team
Customer Response
• Feb 11, 2020
Complaint: ***
I am rejecting this response because:
The response from Expedia is ridiculous. I am fully aware that in order to make a reservation that there needs to be a hold placed on the credit card account that was used. BUT if there is a problem with the card or God forbid the customer accidentally uses a wrong security code when entering the card number, and there is no reservation recorded, there should NEVER BE A HOLD PLACED ON THE ACCOUNT. The hold should only be placed once the reservation is confirmed. Also, I would like to point out that while on the app on my phone, I tried to then enter the correct CVC code on the back of my card, and Expedia refused to complete the reservation saying there was a problem with my card. It only made it worse when I called customer service and they then placed a SECOND hold on my personal checking account by trying to push through the reservation again. There was absolutely nothing wrong with my card and my bank had not put any sort of hold on it. So that issue was user error on the Expedia side. Because of this whole ordeal, I had to pay a higher amount for my hotel and flights because I had to wait for the 4,600 in pending holds to drop off my account. Basically Expedia is saying, anytime a customer wants to book ANYTHING on the Expedia site, if they enter in one wrong number on their card or the wrong CVC code on the back of the card, Expedia will still place a hold for the entire amount on the credit card account, every single time. And that is FRAUD, if there was no reservation actually booked for the customer.
Sincerely
I booked a hotel thru Expedia.com. I needed a hotel with a late arrival time. Expedia said that the *** Hotel had late arrivals. Expedia said I just needed to call a week prior to check-in to confirm the late arrival. I called on Saturday, January 19th to confirm the late arrival and they stated no problem. On January 25th around midnight I arrived at *** Hotel to check-in. The manager stated they were full. I told him my name and that I had a reservation. He said that Expedia overbooked nine or ten times. I was stated that I called the week before to confirm the late arrival. He stated that they was going to move us to another hotel that was affiliated with the hotel. Another couple with two kids came in and they had book with Expedia but they had a room. Another couple came in five minutes later and they was being moved also. They had booked with Expedia but someone had called to ask if it was ok to move them to another hotel. The said no that they did not want to move. But when they tried to check in the manager stated that they had agreed to move to another hotel. After waiting thirty minutes he had talked to someone at the *** Hotel. We had to call a taxi - they had no shuttle bus to take us over to the other hotel. We finally arrived at the hotel around one o’clock. Instead of giving us a room at the hotel they gave us a one bedroom apt that was two blocks away. My husband did not feel comfortable in the area. The room was not ready for us. There was no towels out. There was no soap . It was not up to standard. The main issue I have is that thy charged us more than the room that I had booked plus we paid an extra $25.00 in taxi fares. If they had notified us that we was being moved than we would had spend $30.00 less in taxi fares plus we would had only paid for the room I booked. I would like to be compensated for my extra taxi fares. I do not feel it is right to charge me for a one bedroom apt when I booked a standard room at 129.00.
Expedia.com Response
• Feb 19, 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 her hotel reservation experience.Our records indicate that on October 5,
2019, 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 *** Hotel, San Juan, Puerto Rico, for January
25-26, 2020. The customer paid $190.75 for the booking. We understand Ms.
*** was relocated to a nearby property as the hotel was overbooked, and
she’s requesting to be compensated in the amount of $60.00 for transportation
expenses and extra charges imposed by the relocation property.Upon review, on February 8, 2020, Ms.
*** contacted Expedia and requested a refund of the booking due to the hotel
being oversold upon her arrival. Expedia contacted the *** Hotel to
request a refund on her behalf; however, they denied the request. 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 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 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 16, 2019, we
spoke with Ms. and as a sign of goodwill offered a $50.00 refund, which
the customer accepted. We issued the refund on the same day, back to the
customer’s original form of payment, and she was sent an auto-generated 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
Customer Response
• Feb 19, 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.
Expedia took my money blocked my account I didnt get to stay at motel went to jail over this and they wo t redund me my money
Expedia.com Response
• Feb 14, 2020
February 14, 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 refund
request. Our records indicate that on February 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
same-day Pay Now hotel reservation at *** - North,
Wheat Ridge, CO, for February 4-5, 2020, under itinerary ***. The total cost
of the booking was $61.82. Upon review, on February 6, 2020, the
customer called Expedia and requested a refund of the reservation. She advised
her Expedia account was blocked and she couldn’t use the booking. Based on our
agents’ documentation, at the time of the call, Ms.’s account was
flagged by our internal team for possible fraud investigation. The agents
advised customer the investigating team will contact her directly, and also
provided her with an email address in case she wanted to follow up on progress
of the investigation herself. At this time, the customer’s account has been
cleared and is in active status. On February 10, 2020, we spoke with Ms.
*** and she advised that on February 4, 2020, she made another booking at a
different *** for the same dates and the same amount, which triggered our
security system. We offered a full refund of the unused hotel reservation in
the amount of $61.82 along with a $50.00 Expedia Travel Coupon as a sign of
goodwill. The customer accepted the offer and we processed the refund and the
coupon in our system. Ms. was advised that depending on her financial
institution, it may take 3-5 business days for the refund to reflect in her
account. We also verbally provided instructions on how to apply her $50.00
Expedia Travel Coupon. 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
I have never been SO disappointed in a company that is affiliated with such awfully ran companies. Expedia, Inc. owns ***. I booked a rental car through *** and was lied to about numerous things. I didn't even get to rent the rental car because of all the extra requirements and horrible horrible horrible customer service. NOTHING in the fine print said what they were upcharging me for - it's basically illegal to do what they did. They took my money and refused to give me a refund even though I never even seen a rental car. I filed a claim and *** swept it under the rug like it was no big deal. They didn't even try to help me or make it right. My money was basically stolen and because ***/ Expedia is such a big company, they don't even care. NEVER again will I use them or recommend them to friends.
I booked a rental car through Expedia and when I arrived at the airport there was no place to pick it up. I asked other car companies where they were located, and was told not sure I just know they aren't here. so I called Expedia and was put on hold for 17 minutes why they figured out where to go. Finally I was transferred to the car rental company *** and they said oh we are off location and to go wait outside while they send a shuttle for me, so another 25 minutes and they show up. They drive me back and with traffic another 25 minutes go by. When I get to this industrial park the place is all the way in the back, so I think ok great I can just go..... I go in and register with my CC and license to be told because I have a Florida license I get 50 miles a day max ???? I asked why and was told it was because I was a Florida resident.... I am a travel nurse and fly back home to see my family, I asked what if I was from Nevada or Nebraska or any other state?? I was told then you would get unlimited miles??? What??? so I asked them to cancel my rental and refund my money that I was previously debited, she said ok no problem... I was shuttled back to the airport where I had my friend come and get me. So then I call Expedia and explain what happened and they asked me to file an online cancellation form. So I did this on January 16 and I am still waiting for my refund. I feel like this is criminal for Expedia to not refund my money, they told me via email that they can only correspond through email in regards to my refund. My question is why would Expedia be waiting for the vendor "who only corresponds through email" to return money for services not rendered ? Today is February 6th and still no refund! my question is who else has this happened to and if there are enough for a class action lawsuit. Sincerely
Expedia uses bait and switch in their online system. They offer a hotel for $63/night. When it's selected the price changes to $65. When I tried to book it at $65/night, the price changed to $68. I tried several times on different days and got the same result and then I took screen shots for evidence that I can provide or will attach if I find a place to do so. I contacted Expedia support about and they denied it even though I provided the screen shots.
Expedia.com Response
• Feb 10, 2020
February 10, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding the pricing. We understand that Mr. is seeking to book the reservation for $65.00 instead of price that the system finalizes the reservation on.
Our records indicate as of February 6, 2020, there is no reservation booked but there was history in ‘recent searches” in which, Mr. *** reviewed the *** San Diego East/El Cajon. Mr. reviewed various check in days at various prices. He stated the price was fluctuating for the second option of free cancellation. I called Mr. since I thought it would be easy to explain how our reservations work. During our conversation Mr. yelled at me and told me to stop talking so much. I tried to explain the process of booking the reservation to Mr. and unfortunately he used profanity and did not allow me to explain and disconnected the call.
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.At the time our customer’s completed their booking, they agree to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions,
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 10, 2020
Complaint: ***
I am rejecting this response because:
First,
what Ms. F states in her letter is half true at best.
First,
after several attempts of booking rooms and the price changing, I
took screen shots that SHOW THE PRICE CHANGING. I am attaching them
to this response. When I asked Ms F if she wanted them she
would only respond that I didn't understand their system and every
time I spoke she talked over me until I finally did yell to be heard
over her and I finally did hang up because every time I spoke she
just spoke over me.Using
the screen shots as evidence, here is EXACTLY how their system works:1.
I went to their site and searched for a hotel in ***. The
result is shown in screen shot expedia1. It shows the *** for
$63/night.2.
When I click on the ***, I get what is shown in screen shot
expedia2 which shows two options, $61 if paid in advance and $65 to
reserve and pay later. (It states that right there on the screen but
Ms F assured me that it didn't.)3.
When I click on option 2, pay later, the screen shown in screen shot
expedia3 comes up. It shows price to pay later has CLEARLY changed
to $68.I
tried this a number of times and the same thing ALWAYS happens. When
you actually select the option to book a hotel, the price goes up
over what they initially said it was.
I booked a flight to and from Bali via Expedia in June 2019 for a trip that is coming up on March 2020. Because of the coronavirus, *** Airlines has suspended all travel to and from the US. Fine by me, I didn't want the layover in Shanghai in light of this news anyway. I did not receive any notification from the airline or from Expedia that my flight was cancelled. Instead, I read an article online and looked at the *** website to find that my flight was no longer listed. Called Expedia for them to say, yes the airline has cancelled that flight. I am eligible for a full refund of the flight, however, it could take up to 8 WEEKS!! This is just not acceptable. I need to purchase a new flight home from Bali and I cannot do so if I don't have this refund. In no way should a refund to a credit card take this long to process. Not only that, but Expedia could have just put a credit on my account for me to utilize and purchase a new flight from their website, they wouldn't even be out the money.
Expedia.com Response
• Feb 17, 2020
February 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from ***. *** (Revdex.com case number ***)
regarding flights. We understand ***. *** is requesting a refund.***.
***, or a person authorized for the Expedia account, booked flights *** Airlines and flight coverage with ***.The
flights were canceled by the airline due to unforeseen circumstances. A refund
of the flights was processed on February 4, 2020. The refund time frame varies
based on the processing time of the airline and the credit card company. The
flight coverage was refunded the same day. The refund time frame for the
coverage varies based on the processing time of the credit card company. Neither
Expedia not the airline have control over the processing time of the credit
card company. The customer may be able to get a better estimated time frame
from the credit card company. We advise customers of time frames based on all
possibilities for any company or bank that might process refunds back to them.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I booked a package vacation to Montego Bay, Jamaica through the Expedia app. The night before the flight I realized the airport that Expedia had me flying into was a 2-3 hour ride away from my hotel. This was not made clear through the app at all. I cannot understand why they would fly me into Kingston when they were flights the same day and times flying into Montego Bay. By the time I realized this all the shuttles I called did not have any availability. Expedia would not change the flight for me. I had to purchase another flight on my own for another $910.38. This should have been the flight they packaged me with to begin with. I selected a package so that Expedia can give me the best options. This is what a travel agency is for. I was never clear on the app that I would have to travel 2-3 hours across Jamaica. I would like a refund for the amount of the original flight. I have been booking every single one of my vacations, multiple per year for years through Expedia and have never had a problem. The app was not clear enough and needs to be fixed. I have been a loyal customer I would like a refund.
The confirmation number is
Expedia.com Response
• Feb 10, 2020
February
9, 2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number
***) regarding flights. We understand *** is requesting a
refund.On January
31. 2020, ***, or a person authorized for the Expedia account,
booked a package including flights and hotel.At the
time of booking the terms and conditions were provided and accepted by the
customer. They advised that the flights were nonrefundable and changes were not
allowed.Our records
indicate that a search was made via the website for travel to Kingston,
Jamaica. Once a packages are offered customers select their hotel. Flights
available based on the search are provided. A review of the booking process
found that the flights were provided as requested, and both the flight and
hotel information were clearly displayed multiple times prior to completing the
purchase. Other
than a shuttle, taxi or car/van service could be utilized from the airport. Expedia
will not be able to provide compensation for the flights that were not used.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Feb 12, 2020
Complaint: ***
I am rejecting this response because: using the mobile app there is absolutely no clear explanation as to how far a hotel that you are choosing is. Yes there is a map provided and yes I did pick the hotel. Why provide a hotel in a bundle deal that is 3 1/2 hours away from the flight. I picked a travel website to provide me with a quick easy vacation instead I was provided with more hard work and researching on my own. Expedia did not provide me with an easy manageable vacation. I just don’t understand why the website will provide me a hotel option 3 1/2 hours away. I am unfamiliar with Jamaica as a whole and did not know they had 3 major international airports prior to booking and I did not believe I had to do my own research and put it in the map to find out. Would you have provided me a bundle deal flying into jfk and staying in a Boston hotel?
The search engine I put into the Expedia app is Jamaica
then I was provided with hotels to choose from which I picked the best rated hotel
then I had options to choose flights none with actually said Kingston but just said KIN
the the next option was to pay
not at all did it provide me with excursion or shuttle options to my hotel during this transaction
nowhere did it say how far a hotel was. Then after placing my vacation and paying for my vacation. Expedia app gave me options to choose excursions and shuttle options. None of those options were shuttles to KIN and Montego Bay options. I was only given options to Montego Bay airport and my hotel. Montego Bay airport was never a option when choosing a bundle deal. That’s when I realized the Expedia app mistake. expedia refuses to accept the responsibility
I reserved a hotel for feb 7 through the 9th and was made reservations for the price or 159$ per room which I have 2 I was told by the hotel to call the back and pay through Expedia so I can keep my price the reserved me for once I did the rudely told me that if I wanted to pay through them the price would go to 187$ per room how is that business if you made my reservation for 159$ the lady I spoke with was very rude would not let me speak to anyone else or a supervisor I am very disappointed with there services and would not be doing business with them ever again
Expedia.com Response
• Feb 14, 2020
February 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on February 3, 2020, Ms. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile Site, under itinerary ***. The hotel stay was with ***, Dearborn, MI for a check in on February 7, 2020 and a check out on February 9, 2020 for a total of $159.68, per room. We understand Ms. is seeking a refund of $54.64 from Expedia for a room rate increase, charged by the hotel.
On February 6, and on February 7, 2020, Ms. contacted Expedia requesting that Expedia adjust the (billing type) from a, " Pay Later", to a , "Pay Now", since the hotel stated a discrepancy at check-in. We contacted the *** to discuss Ms., direct payment at a total of $159.68, per room.
However, the *** advised that Ms. reservation was cancelled giving her the ability to," Pay Now", directly without a fee.
On February 14, 2020, we reached out to the *** on behalf of Ms. to request a refund of the aforementioned rate increase. Regrettably, the hotel was unable to authorize a refund, based upon taxes and fees collected at check-in.
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. The *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the hotel and must adhere to the hotel’s policy.
Additionally, Expedia’s Terms of Use, and the Pay Later Definition which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Pay at Property Definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Upon further review, on February 14, 2020, we contacted Ms. via phone to request a copy of her *** charges. After review, we can confirm that Ms. was charged, $325.46 from her bank statement. The original rate was $319.36, however the property billed $6.10 higher, due to an issue with Ms. credit card.
Nevertheless, Expedia offered to issue a $100 voucher to Ms. Expedia account for the inconvenience of the experience. That voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. Please note that this voucher is not intended to place a value on Ms. experience, but rather, it is meant to emphasize our commitment to her as a customer.
We ask that Ms. kindly keep record of this Expedia case number (***) and contact us should she wish to use $100, hotel voucher. The service and support team is available 24/7 and our contact number is 1-866-310-5768. 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 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 been hacked by cell/email & other items. The hacker has set up an account with Expedia and all of my attempts to contact their (Expedia) fraud department have failed. I have been on hold for hours with no response from their corporate HQ. Please have them call me as this hacker is using my email & profile to set up an Expedia account and has already stayed at a hotel. Call me at
Expedia.com Response
• Feb 14, 2020
February 14, 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 fraud claim. Our records indicate that on February 3,
2020, the customer, or an authorized user of the Expedia account, self-booked a
Pay Now hotel reservation at *** in Riverside, CA, for February
3-5, 2020, under itinerary ***.
The total cost of the booking was $201.10. Mr. contacted us and reported
the Expedia account to be fraudulent, stating somebody else was using his personal
e-mail to create the account and book the hotel. We can confirm that the reported
account is currently being reviewed by our internal team and details will be
communicated to Mr. directly by them. Furthermore, Mr. advised he
received an email from ***, confirming his loan with Expedia had been approved,
and provided us with screenshots of the email. After reviewing the screenshots,
we were able to confirm that the loan was used to pay for itinerary ***
that he reported as fraudulent. We advised Mr. he would have to
contact *** to report fraud and resolve the loan issue with them
directly. Mr. informed us he has already contacted the company and is
awaiting their response. 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
Customer Response
• Feb 14, 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.
Representative misrepresented hotel location. Once, I realized hotel was over an hour away I called the Expedia and also my bank to report the misrepresentation with in 5 or 10 minutes after booking. I was told the charge was non-refundable. I stated that the error was caused because the representative gave the wrong info while booking. Even though I called immediately after I mapquested the hotel to the location my credit card was charged $245.24. This hotel was no where close to where I was to be so I had to get another hotel. Expedia representatives were rude, and extremely unwilling to even to book me at an *** in Orlando. I was transferred several times from Expedia to ***, and *** back to Expedia with both passing the buck, and stating the refund was up to each other. Filed a dispute with my bank which the bank refunded the totally amount after Expedia did not respond after the 30 days. The low and behold yesterday 2/3/2019 Expedia again charged my credit card. This is totally wrong. After this happened to me I researched and have seen where this has happened many times to other consumers, and they have had to fight to get there money back.
Claim ID: *** Claim amount: $ 245.24
Initiation date: 01/29/2020
Merchant name: EXPEDIA
Expedia.com Response
• Feb 05, 2020
February 5, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (***) regarding a hotel refund request.
On December 9, 2019, the customer or an authorized user self-booked a hotel reservation for two nights via itinerary number ***. The total amount paid for the reservation was $245.24USD. We understand from Mrs. complaint she claims an Expedia agent gave her incorrect information regarding the hotel location. Mrs. mentions she later booked the reservation online. The user immediately tried to cancel the reservation and mentions they called Expedia the same day but did not receive a refund.
After researching this case I have confirmed that the customer or authorized user booked a non-refundable hotel. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the hotel. On the same day of December 9, 2019, the customer called Expedia and an agent reached out to the hotel to request a refund. The hotel assistant manager mentioned no refund would be authorized since the reservation was non-refundable. Mrs. was informed over the phone of the hotels decision.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Mrs. behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Mrs. or an authorized user accepted the terms before completing the booking.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
I was invited to attend a 1-day professional conference which took place at a university in Bologna, Italy on 7th December, 2019. It was a conference which the organizer promised to reimburse me after I would have paid for flights and accommodation. I therefore contacted expedia.com online for departure to Bologna from Lagos, Nigeria on 6th December, 2019 and return to Lagos from Bologna on 8th December, 2019. The best option for me was a departure flight from Lagos via *** and a return flight from Bologna via ***. One of the questions I was asked by expedia.com before invoice was generated was whether I wanted a travel insurance plan. After considering the advantage of such a plan, I agreed and I was billed $1,030.90 as my total cost, including the cost of the insurance. I paid for the total cost on 12th November, 2019, the same day I contacted expedia.com, via my debit card in Nigeria. The payment was promptly acknowledged and I was sent a to and fro E-tickets which I confirmed to be genuine. Unfortunately however, I couldn't schedule a visa interview with the Italian Consulate in Nigeria as a result of deficiencies in the online booking platform of the accredited agent of the Consulate in Nigeria. In view of these, I started contacting expedia.com days before my scheduled date of travel with respect to refund. I made several calls to the available phone numbers and the automated voice response on their end severally asked me to call back. When I was eventually able to speak with staff of expedia.com, the ready answer was always that they would get back to me but there was no tangible response, despite the fact that I was held on the line for so long a time thereby costing me substantial phone costs. I subsequently supplemented calls with email and yet no positive response. When I contacted the two airlines, they expressed sympathy but asked me to process my refunds through the travel agent. Hitherto, my efforts to get a refund has been in vain
Expedia.com Response
• Feb 07, 2020
February 7, 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 Dr. *** (Revdex.com case number *** ) regarding a flight reservation.
On November 12, 2019, Dr. *** or an authorized user to the account self-booked on Expedia’s website, under itinerary . Travel was with ***, traveling from Lagos, Nigeria to Bologna, Italy departing on December 6, 2019 and returning with *** on December 8, 2019. The flight reservation includes a Travel Protection Plan, administered by ***. We understand that the customer is seeking a refund of $1030.90, which excludes the flight insurance plan for $67.00.
See the following hyperlink and contact details for the Travel Protection Plan:
***
USA ***
International: ***
Email Address ***
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. *** and *** Airlines are the merchants of record (the entity that received the funds and the companies that charged the credit card) on this itinerary. In addition, at the time of completing Dr. *** booking on Expedia’s website, he agreed to the Terms of use, which expressly states:
Terms of use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Departure flight restrictions: ***, after departure ticket is non-refundable in case of no-show, charge EUR 150.00 and any increase in fare for changes. Must reissue ticket within one year from ticket issue date and travel must be completed prior to November 12, 2020. Travel may commence between *** only.
Return flight restrictions: ***, refundable fare per ticket charge EUR 300.00 For no-show
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation:
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
On January 10, 2020, Dr. *** contacted Expedia to request a refund due to an inability to obtain the required travel documents. We then reached out to both *** and *** to advocate on Dr. *** behalf to obtain refunds. Regrettably, both airlines stated that Dr. *** did not cancel either flight prior to departure. Therefore, *** stated his ticket is," non-refundable", after departure. In regards to the *** ticket it’s, "refundable", minus a no show penalty fee of EUR 300.
Upon receipt of Dr. *** Revdex.com complaint, we investigated the issues brought to our attention. The flight scheduled with *** to depart on December 8, 2020, from Bologna, Italy to Lagos, Nigeria for a total of $625.70. We processed a refund of $294.70, due to the mandatory penalty fee, the time it takes for the refund to post depends upon Dr. *** bank. However, generally taking up to eight weeks to deposit.
Furthermore, to utilize the $405.20, *** credit minus $150, penalty fee Dr. *** may contact Expedia at the following number (866) 310-5768. While we regret Dr. *** experience was not as we would of hoped, due to the information provided above Expedia is unable to honor his request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Feb 11, 2020
Complaint: ***
I am rejecting this response because:
It is NOT correct to say that I first contacted expedia.com on the request for refund on January 10, 2020 i.e. after the flights paid for ought to have taken place (please see the attached).
Specifically,
(1) I first contacted expedia.com on paper on December 2, 2019, four days before the scheduled flight (as indicated in the attached). I actually (attempted to) notified them on phone and via their website on or before December 1, 2019 but was unsuccessful. Examination of their call log will easily prove this. I subsequently sent a reminder on paper on December 4, December 10 and December 14, 2019 (please see the attached).
(2) I successfully contacted *** on their website on December 1, 2019, AFTER unsuccessful response from expedia.com. I got a response from *** on December 2 and December 5, 2019 (please see the attached).
(3) I also contacted *** on December 1, 2019, AFTER unsuccessful response from expedia.com. I received a response from *** on December 9, 2019 (please see the attached).
(4) To the best of my knowledge, the travel protection plan is supposed to protect/empower me for total refund and not the contrary, especially that I duly notified expedia.com at least 4-5 days before the scheduled trip.
Thank you.
Sincerely,
***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
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 forwarding the consumer rebuttal from Dr. *** ( Revdex.com case number ***). We regret to hear Dr. *** did not accept our response and/ or resolution offered.
Upon further review, Dr. *** sent his cancel requests to the addresses where he received his confirmation and a few Expedia Survey’s. However, both emails contain the following message," Please do not reply to this message. This email was sent from a notification-only email address that cannot accept incoming emails". Furthermore, under the Expedia support page or via *** service related inquiries are supported by, "[email protected]". However, depending upon the rules associated with an itinerary some service requests can only be processed by a live Expedia representative at the following number: 1-866-310-5768.
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation:
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
In conjunction with, the utilization of Dr. *** insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Dr. *** with ***’s contact details accessible through his emailed confirmation and via the Revdex.com response, to best address his flight protection questions. Kindly note, that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not 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 the customer.
In regards, to Dr. *** statement that he contacted Expedia by phone to cancel his flight, by using an internal tool which allows us to review calls. We can confirm that Dr. ***, did call Expedia on December 2, 2019. As a courtesy, we removed Dr. *** credit with *** and processed a refund of $188.10, deducting the mandatory penalty fee, as agreed to by Dr. *** at the time of booking see the following airline rules:
Flight 1: LOS to BLQ
Airline rules + restrictions
Tickets are refundable with a penalty fee of €200.00, with the exception of a no show
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Please read important information regarding airline liability limitations.
Flight 2: BLQ to LOS
Airline rules + restrictions
Tickets are refundable with a penalty fee of €300.00
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Please read important information regarding airline liability limitations.
While we regret Dr. *** experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his full refund request.
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
Customer Response
• Mar 03, 2020
Complaint: ***
I am rejecting this response because:
To the best of my knowledge, the facts in my rebuttals were not logically addressed by expedia.com.
In view of lack of significant progress despite the to and fro feedbacks, perhaps there is need to directly shift focus to the two airlines involved (*** and ***). It will be important to confirm the proprietary of considering cancellation of a booking well before the day of flight as no-show. We need to note that the reservation was cancelled at least 4 days before the flight date.
The pertinent questions are:
1) Does the classification of a properly and timely cancelled flight amount to a no-show, in line with international best practice? One would have expected that severe penalties would only apply to a booking in which the respective airlines were not informed before the trip?
2) Is it reasonable and just to pay a total refund of $294.70 out of $1,030.90 to me for a trip that never took place and which was properly cancelled?
I booked a Bed and Breakfast online through Expedia for the *** in Salinas, CA, for the night of Oct 3rd. The reservation came back as Feb 11th. I requested that Expedia correct their error and either change the date to Oct 3, or refund my money, both of which they refused. Expedia has already charged my credit card.
Expedia.com Response
• Feb 05, 2020
February 5, 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 reservation that he states was booked for the wrong date.
Our records indicate on January 28, 2020, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, arriving on February 11, 2020 and checking out on February 12, 2020 via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed six times.We can confirm on February 2, 2020, our representative noted the customer called in and stated the reservation was for the wrong dates, it should be for October 3-4, 2020. Our representative tried calling the property but the number would not work.
From January 29, 2020 through February 5, 2020, there were numerous email communications between Expedia, Expedia and the ***. Mr. request to cancel the reservation he made that was booked for February 11, 2020, stating it should have been booked for October 3, 2020. Expedia emailed Mr. advising we were waiting for a response from the property since the reservation was booked as a non-refundable reservation. Expedia received a response from the hotel and emailed Mr. advising that *** denied the request for refund. Mr. replied advising *** would be in contact with Expedia and that he would be filing a Revdex.com complaint. On February 4, 2020, Expedia received an email from *** advising they would honor the date change.
After further review on February 5, 2020, I reviewed the reservation being created on our website, the confirmation itinerary and the account. The reservation was booked online for February 11, 2020, for one night at the ***. I called *** and spoke with *** he advised they would honor the one night reservation when Mr. arrives on October 3, 2020. The reservation will not be changed on our system only in ***’ system.
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.
At the time Mr.’s completed his booking, he agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
If we may suggest, Mr. should contact *** at *** if he has any further concerns about his reservation being changed. Based on the above we are not able to honor the refund request or the reservation date change in our system. 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 had some points on my account... I wanted to use it for a flight.... When they transferred me to corperate department I found that one of the agents I spoke too converted my points into expedia package coupon rewards.. And am not able to complete my booking till now because I need to turn back the points... Also there was a system down at the time I was trying to book and that was the reason that I called their coustomer service who did this awful mistake..
I waited for 33 days to have my points back and on the 31 jan 2020 one of the agents took off the coupons and adjusted the points to my account with a confirming email that I will have my points within 24 hours, I waited for 48 hours and after that they told me that my account was flaghed due to coupons! (which was done by their agents at begining), when I asked them to send me email to forward all the screen shoots I have they refused and they started to talk in a rude way,
So they took off my points, they took off the coupons(equal to 871,28$ and left me with no account as well, I need help and I can provide all doucumintation needed
February 17, 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 ***) in regards to her Expedia account. We understand that Ms. is seeking 108,500 points to be adjusted back to her account.
Due to the mishandling of Ms. account, Expedia cannot honor her point adjustment request. Expedia may at its sole discretion limit access to the Website and/or Terminate the accounts of any users, at any time, that show a direct violation of our, " Prohibited Activates", section found under Expedia’s Terms of Use, page.
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
Hi Revdex.com,
I don't accept that I violated anyting as they marked me as coupon abuser because of the 5 coupons the agent did for me and basicly I had the chance to make my reservation online if their website is working properly, but I had an error forced me to contact the agent who missed with my account
And I have offered them to send all receipts for all the reservation I have under my account to be able to calculate the points however they didn't accept, they closed my account after 33 days am trying to reach my right after their agent mistak
Complaint: ***
I am rejecting this response because:
Sincerely
The complaint deals with false and misleading claims regarding a condo that I rented from Expedia Travel.
Complete details are included at the end of this complaint.
February 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a non-refundable hotel reservation.
On December 15, 2019, Mr. or an authorized account user contacted Expedia to book a reservation under itinerary, ***. The hotel accommodation was with ***, Metro Manila, Philippines for a check in on January 16, 2020 and check out on January 29, 2020 at a total of $642.45. We understand that Mr. is seeking a full refund based upon a misrepresentation claim of the used hotel accommodation.
On December 15, 2019, Mr. contacted Expedia to discuss a service issue that transpired on a pervious call with Expedia. Therefore, Expedia issued a $100 voucher to Mr. Expedia account for the inconvenience of the experience. The voucher was valid for a "pay now" stand-alone hotel, which was immediately used by Mr..
Our records show on February 4 and on February 5, 2020, Mr. contacted Expedia to discuss the condo type and it’s quality. Therefore, Mr. requested that Expedia obtain a refund on his behalf after his stay. We then contacted the property owner to seek his authorization, against the thirteen night stay. Regrettably, the property owner declined our request citing that all repairs were preformed promptly and he owns (one) condo available at the, "***", complex.
Additionally, Expedia’s Terms of Use, and the hotel’s policy which were agreed to by Mr. at the time of booking, expressly states:
Term 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.
*** 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.
We regret to hear Mr. was dissatisfied with the quality/condo type offered at ***. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately during their stay which enables us to attempt to find a resolution that may include a relocation. However, we do not show that Mr. communicated his issues at the property to Expedia until February 4, 2020. In addition, the property owner shows the condo was occupied by Mr. for 13-nights, and has considered the booking used.
While we regret Mr. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his 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:
The fault is with the advertising department of Expedia not the owner of
the condo. Expedia advertised the condo as having 2 queen size beds when it should have been advertised as having 1 queen size bed. A mistake confirmed by Kathryn R supervisor for Expedia. I was very clear about that in my complaint. With respect to the room, Expedia
mistakenly booked the room till the 28th instead of the 29th of January
which is what I requested. Expedia called in the wrong dates before confirming them with me. They said
they made a mistake and they could not change it so they credited the extra day (apparently valued at $100). Let me be clear that Expedia supervisor Kathryn R *** was contacted during our stay and confirmed everything I reported.
Sincerely
I used Expedia to book a flight to Canada for our 30th anniversary in May. I spent a long amount of time carefully selecting specific flight times, that facilitated our tight schedule of travel.
I then received an email from Expedia soon after informing me the airline changed the departure time and to select from Option 1 or Option 2 (flights) and they would change the flight for me. I responded within the time frame of 48 hrs specific by email and selected Option 1 even though it was now making me have a longer delay between flights in airport & arriving much later that night.
I have since checked Expedia daily and they have NOT made the correction to my Departure flights to Canada. In fact the flights they did setup will make succesful arrival IMPOSSIBLE for us. They have Leg 2 LEAVING 20 mins BEFORE we even land from Leg 1 from San diego.
I have been on the phone for hour with 2 supervisors and no-one just fixes the 2nd leg to the Option 1, 2nd leg flight I selected.
It's like they are unwilling for some strange reason to fix this, and I have spent way to much time on trying to get them to fix it over the phone and via 2 emails and online messaging.
I would like a full refund so I can make this flight myself and get to my destination in May.
They have taken what should be a fun happy 30th anniversary trip and made it painful & frustrating.
They have made money on this transaction - and they have not provided a service I am able to use since the flights they have set me up with will not get me there. Please see attached file. I would appreciate any assistance you can provide. Thank you.
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
March 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding her flight. We understand that Ms. is seeking to get her correct flight or a full refund.Our records indicate on January 21, 2020, Ms. *** or an authorized user of the Expedia account booked a combined one-way on-*** departing on May 26, 2020 from San Diego, CA to Calgary, AB returning on a combined one-way with *** departing on May 31, 2020 from Calgary, AB to San Diego, CA; along with the Flight Protection via ***.
We can confirm on January 23 through 25, 2020, *** noted the airline record of a misconnect error. *** noted that there were overlapping segments detected and the record would be cancelled.
On January 26, 2020, Expedia emailed Ms. advising *** has made a change to the flight schedule and that the original options are no longer available. Expedia offered options and asked that she contact us. Ms. emailed us back and chose option number one.
On January 27, 2020, Ms. called in to complain about the departure flight. The flight did not have a valid connection time. Our representative checked for options and offered a flight for May 26, 2020 at 12:40pm. While our representatives were checking for options the call was disconnected and was unable to reach the customer when she was called back.
On January 29, 2020, Ms. called as her flight had been cancelled and she received email and had selected option number one. She is upset that nobody has actioned the case for her and she has to call Expedia over and over.From January 31, 2020 through February 12, 2020, numerous emails communication from Ms. to Expedia about the misconnection of the flight. Expedia emailed Ms, *** advising the airline cancelled her fight and that we were working on the issue.
On February 12, 2020, I telephoned *** and they advised that both tickets could be exchanged and provided me with a waiver code. I called *** back and was advised the waiver code previously provided was invalid as there was no airline schedule change. They suggested that I book the space and *** would add the ticket to the new booked record and any cost would be the responsibility of Expedia.
On February 21, 2020, I called Ms. to discuss the reservation and the available flight for her San Diego, CA to Calgary, AB segment. Ms. return my call and advised she agreed with the flight I offered and authorized me to process the change.
On February 24, 2020, I reviewed the *** record and to avoid and further problem chose to create a corporate credit card and called ***. *** confirmed the flight and gave me confirmation number “MLSNGY”. *** emailed the confirmation to Ms., ***. I called Ms. and left a message advising of the flight times and advised her that *** had emailed her a confirmation. I advised she could go onto *** site and check ‘My bookings”. I also advised this reservation was booked strictly with *** and any changes would have to be made directly with them.After further review on March 5, 2020, I telephoned Ms. and left a detailed message with the *** confirmation number (please attachment). I advised Ms. that she could contact me if she had any questions. I also advised she needed to go onto *** website and except the schedule change that they have had on her flight and they will email her a confirmation itinerary.
Expedia has issued a $100 voucher to Ms. Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 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.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.Please accept our apologies for any inconveniences that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Predatory Practice Beware!
My wife and I have used Expedia as our travel guide for many years. We have had many wonderful trips. We built confidence that Expedia was one of the leading travel companies and trusted them with taking us to each of our destinations for a great experience. We were under the impression that they were professionals in the business. We were wrong to trust them. Expedia has traded providing professional service into JUST ABOUT MONEY NO MATTER THE COST TO THE CLIENT EVEN IF THEY PUT YOUR LIFE IN DANGER.
We recently booked a vacation to Jamaica using Expedia as we always have since 2010. We looked on their website for vacation packages and selected Jamaica. We had no idea what was about to happen to me and my wife nor did we have any fear that a professional travel company would endanger us for profit and gain purposes. Expedia flew us into an unfamiliar country to a airport situated 6 1/2 hours away from our resort by cab, thru territories that were very unpleasant and scary not to mention the road conditions for most of the ride was comparable to a haul road in a lumber operation. Expedia Knew that there was an optional airport 30 minutes from our resort. When we reached out to Expedia for help all we got was the run around and they claimed the airline didn't fly to the other airport. That was false because I was able to change it to that airport for our departure with additional cost of course. The whole thing was horrible and our vacation was clouded over by Expedia`s performance and we had to add over 1,000.00 dollars to insure our own safety to get home.Expedia`s bottom line is they sold a package to us and we should have looked and studied geographically to make sure that it was safe and cost effective. I THOUGHT THAT IS WHY YOU HIRE A TRAVEL AGENCY . They are supposed to be our guide to places we have never been and to look out for our best interest. Clearly they only looked out for their own pocket$$$ NO STAR RATING
Hello,
I have had a challenging time trying to resolve an issue. I booked the *** Vacation Rentals in Avon Colorado for my son ***, his wife *** and their baby as an anniversary gift.
Expedia Itinerary #: ***
Booked 10/5/2019
$428.54
Better Business Complaint filed with *** Vacation Resorts on October 1, 2019 – I received no response from ***.
I spoke to *** on a number of occassions and in December 2019, they advised me to contact Expedia for a full refund. At this time, I was told I would receive a call back from a Manager after they spoke with *** to verify the refund of this stay at the *** in Avon Colorado. I did not receive a call back from anyone at Expedia. I did not receive an email or any other notification of the refund from Expedia. I called Expedia again in January and again was told I would receive notification of this refund. To date, I have not received a call from Expedia.
It is now 4 months since I submitted the issue to *** and two months since I first contacted Expedia.
I purchased this vacation stay for my son *** and his wife for their anniversary. They arrived late on Friday evening after driving from Colorado Springs Colorado to Avon Colorado (172 miles). My daughter-in-law and her baby had fevers and were very sick upon their arrival to the *** resorts. They woke up early Saturday to water all over their kitchen floor. This required a maintenance visit for over 5 hours. This was an inconvenience, invasion of their privacy and truly not what I had hoped for as an anniversary gift for them which was a relaxing time for the family to celebrate their anniversary and enjoy a restful stay.
I would like a full refund of this Expedia purchase.
Respectfully submitted
February
11, 2019Revdex.comAlaska,
Oregon & Western Washington Complaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mrs.
*** of Form, Revdex.com case number *** regarding a refund. We understand that Mrs. is seeking a refund
for the hotel reservation based on a problem in the room.
Our records indicate on October
5, 2019, Mr. *** or an authorized user of the Expedia account
booked a two-night hotel reservation at *** Resort at Avon, checking
in on October 11, 2019 and checking out on October 13, 2020 via ***. A confirmation email was emailed to the email
address on file, it was opened and reviewed once.
We can confirm on January 6,
2020, the customer stated he submitted a complaint to Revdex.com about
their experience in the hotel (kitchen was flooded) but there was no response. He talked to someone from *** Executive
Office and was told to call Expedia to get a refund. Our representative called
the hotel and was not able to get a valid answer, so an email was sent to the
hotel asking if we could issue a refund for the reservation based on the
complaint.
On January 7, 2020, we received
an email response back form the hotel which states, “ Please be advise guest
issues was resolve within 15 minutes of the initial complaint, also guest also
receive free parking and free breakfast totaling the amount of $106.00. No
further compensation will be provided”.
After further review on February
11, 2020, I called the hotel and they advised since they replied to our email
that they had spoken with the actual property and the property advised them of
what transpired. The hotel will not
offer any further compensation based on the response from the hotel property.
As a one time courtesy Expedia has applied a $50.00 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
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.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 Orbitz.
Orbitz 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. Orbitz 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.
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
Itinerary: #***
I booked a private van to pick up my family from the airport at *** on July 15, 2019 with a return from the hotel to *** on the 19th of July. All info was exchanged, and we received a confirmation. When we arrived at *** on time, we called the company as requested with the number we were given, with no answer. We tried the number repeatedly. There was no answer. We kept trying. In fact, no one EVER answered the number at any time through the 5 days. I sat in the hot sun calling over and over again. My MS flared up due to this. As the week came to an end, it was clear that we were waiting for a service that was not being provided, so as an extra courtesy, I left a message about the fact that since service was not provided, and I was receiving no response, that we would not rely on them to come. We had to book something so we did not miss our plane. We were absolutely perplexed, disappointed and angry. We began working with Expedia immediately, asking for a refund. We opened a case (***). I was told, incredibly, that the business had a policy of "no refunds."
Upon further inquiry, Expedia said they were bound to abide by the company policy. It was reiterated that the "refund" was denied. I had a lawyer contact both Expedia and the company with return service letters, the letter to the company being refused. (It is amazing that their response was to deny the letter- a pattern, most assuredly) Expedia signed for the letter, but never responded. The lawyer very kindly explained that there is a big difference between a refund and a complete failure to provide the service or even respond. It is equal to showing up to a hotel, finding the hotel burned down, and being told by Expedia that the policy of no refunds applied. It is not a cancelation on my part, it is failure to perform the duty per the contract. They took the money. Expedia hid behind a "policy" of the company, enriching themselves at my expense. I paid $200 for nothing.
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 Ms. *** (Revdex.com case number ***)
regarding her transportation booking. Our records
indicate that on April 29, 2019, the customer, or an authorized user of the Expedia
account, self-booked a roundtrip transportation service from the airport to her
hotel, which included a Private Minivan: Los Angeles International Airport with
***, scheduled for July 15 and July 19, 2019, under itinerary ***.
The total cost of the booking was $200.00. We understand ***
didn’t provide the shuttle service, and the customer is requesting a full refund
of $200.00, along with $800.00 for compensation.Upon review,
on July 15, 2019, Ms. called Expedia and advised the vendor didn’t
pick them up and they were unable to reach the company by phone. Our agents
attempted to reach the vendor on behalf of the customer, but we were unsuccessful.
As they weren’t able to confirm the service wasn’t provided, they followed the
vendor’s nonrefundable policy, which states the following: You can cancel free of charge until
25 hours before your reservation starts. After that time, no cancellations,
changes or refunds will be made. 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
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,
we understand Ms.’s statement that she should not be bound to the
vendor’s nonrefundable policy when she expected the service but did not receive
it due to lack of communication on the vendor’s behalf. Upon receipt of this
Revdex.com complaint, we reported the vendor to our internal specialized team to
launch an investigation. As a courtesy exception, on February 16, 2020, we
issued a full refund of $200.00 back to the customer’s original form of
payment. The customer was sent an auto-generated email confirmation with refund
processing times. However, based on the information provided above, Expedia is
unable to honor Ms.’s compensation request for $800.00. 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
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
Expedia supported the *** in Yakima, Wash., when the hotel abruptly cancelled my three-day reservation which had been prepaid by me. The hotel then seized the entire $234 payment I had made, even though they cancelled my reservation after a single night with no communication whatsoever with me. The published Expedia policy is that a hotel can cancel a reservation due to a "no-show" and can demand payment for a single night, but in this case the *** in Yakima seized the entire three-day payment with no refund at all. Expedia supports this theft. The communication I receive from Expedia has language such as, "We hope you will give us an opportunity to assist you with your travel plans again soon."
Buyer beware Expedia and their relationship with *** by *** in Yakima, Washington.
I tried to book a 2,300 trip on Expedia over 24 hours ago. I accidentally inputted the wrong security code that was on the back of my debit card. Expedia still put a 2,300 HOLD on my personal checking account even though I had no booking or reservation. I called customer service who then tried to complete the booking again, which placed ANOTHER 2,300 hold on my checking account with NO BOOKING. It’s been over 24 hours and the first hold is still on my account, as well as the second. I have access to NO MONEY, and have no reservation. I have to wait until these holds drop off to make a reservation elsewhere. It is FRAUD, for Expedia to place pending charges on accounts without any sort of reservation or booking. This is a nightmare.
February
Corporate
11, 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 to
address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from Mrs.
*** Revdex.com case number *** regarding a hold
being released.
Our records indicate on February 7, 2020, Mrs.
*** or an authorized user of the Expedia account attempted to purchase two
round trip flights departing on May 10, 2020 from San Francisco, CA to San Jose
del Cabo and returning May 16, 2020; along with a five night hotel reservation
at ***. Upon receipt of Mrs. complaint, we
investigated the issues which were brought to our attention. We can confirm on February 7, 2020 the customer attempted to make
a reservation and the system advised that there was a problem with the form of
payment. Mrs. contacted our
Customer Service Department on February 8, 2020, and a representative tried
making the same reservation and received the message regarding the form of
payment. Mrs. admitted to entering
the wrong security code on the original reservation attempt. Once she contacted our Customer Service
Department and they tried to create a new reservation it is quite possible that
a second hold was placed on her card. Each
time the card is run the financial institution places a hold on the funds on an
account. Our system needs to capture funds
in order to complete a reservation. If
the funds are not captured the reservation is not created and cannot be placed
on hold. There was no reservation created under either attempt because of problem
with the form of payment.Mrs. needs to contact her financial institution and find out
their process for releasing holds on an account. Once the holds have been released by her
financial institution she can try to use her card again. We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Di-Di
F
Correspondence Team
Complaint: ***
I am rejecting this response because:
The response from Expedia is ridiculous. I am fully aware that in order to make a reservation that there needs to be a hold placed on the credit card account that was used. BUT if there is a problem with the card or God forbid the customer accidentally uses a wrong security code when entering the card number, and there is no reservation recorded, there should NEVER BE A HOLD PLACED ON THE ACCOUNT. The hold should only be placed once the reservation is confirmed. Also, I would like to point out that while on the app on my phone, I tried to then enter the correct CVC code on the back of my card, and Expedia refused to complete the reservation saying there was a problem with my card. It only made it worse when I called customer service and they then placed a SECOND hold on my personal checking account by trying to push through the reservation again. There was absolutely nothing wrong with my card and my bank had not put any sort of hold on it. So that issue was user error on the Expedia side. Because of this whole ordeal, I had to pay a higher amount for my hotel and flights because I had to wait for the 4,600 in pending holds to drop off my account. Basically Expedia is saying, anytime a customer wants to book ANYTHING on the Expedia site, if they enter in one wrong number on their card or the wrong CVC code on the back of the card, Expedia will still place a hold for the entire amount on the credit card account, every single time. And that is FRAUD, if there was no reservation actually booked for the customer.
Sincerely
I booked a hotel thru Expedia.com. I needed a hotel with a late arrival time. Expedia said that the *** Hotel had late arrivals. Expedia said I just needed to call a week prior to check-in to confirm the late arrival. I called on Saturday, January 19th to confirm the late arrival and they stated no problem. On January 25th around midnight I arrived at *** Hotel to check-in. The manager stated they were full. I told him my name and that I had a reservation. He said that Expedia overbooked nine or ten times. I was stated that I called the week before to confirm the late arrival. He stated that they was going to move us to another hotel that was affiliated with the hotel. Another couple with two kids came in and they had book with Expedia but they had a room. Another couple came in five minutes later and they was being moved also. They had booked with Expedia but someone had called to ask if it was ok to move them to another hotel. The said no that they did not want to move. But when they tried to check in the manager stated that they had agreed to move to another hotel. After waiting thirty minutes he had talked to someone at the *** Hotel. We had to call a taxi - they had no shuttle bus to take us over to the other hotel. We finally arrived at the hotel around one o’clock. Instead of giving us a room at the hotel they gave us a one bedroom apt that was two blocks away. My husband did not feel comfortable in the area. The room was not ready for us. There was no towels out. There was no soap . It was not up to standard. The main issue I have is that thy charged us more than the room that I had booked plus we paid an extra $25.00 in taxi fares. If they had notified us that we was being moved than we would had spend $30.00 less in taxi fares plus we would had only paid for the room I booked. I would like to be compensated for my extra taxi fares. I do not feel it is right to charge me for a one bedroom apt when I booked a standard room at 129.00.
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 her hotel reservation experience.Our records indicate that on October 5,
2019, 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 *** Hotel, San Juan, Puerto Rico, for January
25-26, 2020. The customer paid $190.75 for the booking. We understand Ms.
*** was relocated to a nearby property as the hotel was overbooked, and
she’s requesting to be compensated in the amount of $60.00 for transportation
expenses and extra charges imposed by the relocation property.Upon review, on February 8, 2020, Ms.
*** contacted Expedia and requested a refund of the booking due to the hotel
being oversold upon her arrival. Expedia contacted the *** Hotel to
request a refund on her behalf; however, they denied the request. 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 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 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 16, 2019, we
spoke with Ms. and as a sign of goodwill offered a $50.00 refund, which
the customer accepted. We issued the refund on the same day, back to the
customer’s original form of payment, and she was sent an auto-generated 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
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
Expedia took my money blocked my account I didnt get to stay at motel went to jail over this and they wo t redund me my money
February 14, 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 refund
request. Our records indicate that on February 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
same-day Pay Now hotel reservation at *** - North,
Wheat Ridge, CO, for February 4-5, 2020, under itinerary ***. The total cost
of the booking was $61.82. Upon review, on February 6, 2020, the
customer called Expedia and requested a refund of the reservation. She advised
her Expedia account was blocked and she couldn’t use the booking. Based on our
agents’ documentation, at the time of the call, Ms.’s account was
flagged by our internal team for possible fraud investigation. The agents
advised customer the investigating team will contact her directly, and also
provided her with an email address in case she wanted to follow up on progress
of the investigation herself. At this time, the customer’s account has been
cleared and is in active status. On February 10, 2020, we spoke with Ms.
*** and she advised that on February 4, 2020, she made another booking at a
different *** for the same dates and the same amount, which triggered our
security system. We offered a full refund of the unused hotel reservation in
the amount of $61.82 along with a $50.00 Expedia Travel Coupon as a sign of
goodwill. The customer accepted the offer and we processed the refund and the
coupon in our system. Ms. was advised that depending on her financial
institution, it may take 3-5 business days for the refund to reflect in her
account. We also verbally provided instructions on how to apply her $50.00
Expedia Travel Coupon. 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
I have never been SO disappointed in a company that is affiliated with such awfully ran companies. Expedia, Inc. owns ***. I booked a rental car through *** and was lied to about numerous things. I didn't even get to rent the rental car because of all the extra requirements and horrible horrible horrible customer service. NOTHING in the fine print said what they were upcharging me for - it's basically illegal to do what they did. They took my money and refused to give me a refund even though I never even seen a rental car. I filed a claim and *** swept it under the rug like it was no big deal. They didn't even try to help me or make it right. My money was basically stolen and because ***/ Expedia is such a big company, they don't even care. NEVER again will I use them or recommend them to friends.
I booked a rental car through Expedia and when I arrived at the airport there was no place to pick it up. I asked other car companies where they were located, and was told not sure I just know they aren't here. so I called Expedia and was put on hold for 17 minutes why they figured out where to go. Finally I was transferred to the car rental company *** and they said oh we are off location and to go wait outside while they send a shuttle for me, so another 25 minutes and they show up. They drive me back and with traffic another 25 minutes go by. When I get to this industrial park the place is all the way in the back, so I think ok great I can just go..... I go in and register with my CC and license to be told because I have a Florida license I get 50 miles a day max ???? I asked why and was told it was because I was a Florida resident.... I am a travel nurse and fly back home to see my family, I asked what if I was from Nevada or Nebraska or any other state?? I was told then you would get unlimited miles??? What??? so I asked them to cancel my rental and refund my money that I was previously debited, she said ok no problem... I was shuttled back to the airport where I had my friend come and get me. So then I call Expedia and explain what happened and they asked me to file an online cancellation form. So I did this on January 16 and I am still waiting for my refund. I feel like this is criminal for Expedia to not refund my money, they told me via email that they can only correspond through email in regards to my refund. My question is why would Expedia be waiting for the vendor "who only corresponds through email" to return money for services not rendered ? Today is February 6th and still no refund! my question is who else has this happened to and if there are enough for a class action lawsuit. Sincerely
Expedia uses bait and switch in their online system. They offer a hotel for $63/night. When it's selected the price changes to $65. When I tried to book it at $65/night, the price changed to $68. I tried several times on different days and got the same result and then I took screen shots for evidence that I can provide or will attach if I find a place to do so. I contacted Expedia support about and they denied it even though I provided the screen shots.
February 10, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding the pricing. We understand that Mr. is seeking to book the reservation for $65.00 instead of price that the system finalizes the reservation on.
Our records indicate as of February 6, 2020, there is no reservation booked but there was history in ‘recent searches” in which, Mr. *** reviewed the *** San Diego East/El Cajon. Mr. reviewed various check in days at various prices. He stated the price was fluctuating for the second option of free cancellation. I called Mr. since I thought it would be easy to explain how our reservations work. During our conversation Mr. yelled at me and told me to stop talking so much. I tried to explain the process of booking the reservation to Mr. and unfortunately he used profanity and did not allow me to explain and disconnected the call.
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.At the time our customer’s completed their booking, they agree to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions,
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:
First,
what Ms. F states in her letter is half true at best.
First,
after several attempts of booking rooms and the price changing, I
took screen shots that SHOW THE PRICE CHANGING. I am attaching them
to this response. When I asked Ms F if she wanted them she
would only respond that I didn't understand their system and every
time I spoke she talked over me until I finally did yell to be heard
over her and I finally did hang up because every time I spoke she
just spoke over me.Using
the screen shots as evidence, here is EXACTLY how their system works:1.
I went to their site and searched for a hotel in ***. The
result is shown in screen shot expedia1. It shows the *** for
$63/night.2.
When I click on the ***, I get what is shown in screen shot
expedia2 which shows two options, $61 if paid in advance and $65 to
reserve and pay later. (It states that right there on the screen but
Ms F assured me that it didn't.)3.
When I click on option 2, pay later, the screen shown in screen shot
expedia3 comes up. It shows price to pay later has CLEARLY changed
to $68.I
tried this a number of times and the same thing ALWAYS happens. When
you actually select the option to book a hotel, the price goes up
over what they initially said it was.
Sincerely
I booked a flight to and from Bali via Expedia in June 2019 for a trip that is coming up on March 2020. Because of the coronavirus, *** Airlines has suspended all travel to and from the US. Fine by me, I didn't want the layover in Shanghai in light of this news anyway. I did not receive any notification from the airline or from Expedia that my flight was cancelled. Instead, I read an article online and looked at the *** website to find that my flight was no longer listed. Called Expedia for them to say, yes the airline has cancelled that flight. I am eligible for a full refund of the flight, however, it could take up to 8 WEEKS!! This is just not acceptable. I need to purchase a new flight home from Bali and I cannot do so if I don't have this refund. In no way should a refund to a credit card take this long to process. Not only that, but Expedia could have just put a credit on my account for me to utilize and purchase a new flight from their website, they wouldn't even be out the money.
February 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from ***. *** (Revdex.com case number ***)
regarding flights. We understand ***. *** is requesting a refund.***.
***, or a person authorized for the Expedia account, booked flights *** Airlines and flight coverage with ***.The
flights were canceled by the airline due to unforeseen circumstances. A refund
of the flights was processed on February 4, 2020. The refund time frame varies
based on the processing time of the airline and the credit card company. The
flight coverage was refunded the same day. The refund time frame for the
coverage varies based on the processing time of the credit card company. Neither
Expedia not the airline have control over the processing time of the credit
card company. The customer may be able to get a better estimated time frame
from the credit card company. We advise customers of time frames based on all
possibilities for any company or bank that might process refunds back to them.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I booked a package vacation to Montego Bay, Jamaica through the Expedia app. The night before the flight I realized the airport that Expedia had me flying into was a 2-3 hour ride away from my hotel. This was not made clear through the app at all. I cannot understand why they would fly me into Kingston when they were flights the same day and times flying into Montego Bay. By the time I realized this all the shuttles I called did not have any availability. Expedia would not change the flight for me. I had to purchase another flight on my own for another $910.38. This should have been the flight they packaged me with to begin with. I selected a package so that Expedia can give me the best options. This is what a travel agency is for. I was never clear on the app that I would have to travel 2-3 hours across Jamaica. I would like a refund for the amount of the original flight. I have been booking every single one of my vacations, multiple per year for years through Expedia and have never had a problem. The app was not clear enough and needs to be fixed. I have been a loyal customer I would like a refund.
The confirmation number is
February
9, 2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number
***) regarding flights. We understand *** is requesting a
refund.On January
31. 2020, ***, or a person authorized for the Expedia account,
booked a package including flights and hotel.At the
time of booking the terms and conditions were provided and accepted by the
customer. They advised that the flights were nonrefundable and changes were not
allowed.Our records
indicate that a search was made via the website for travel to Kingston,
Jamaica. Once a packages are offered customers select their hotel. Flights
available based on the search are provided. A review of the booking process
found that the flights were provided as requested, and both the flight and
hotel information were clearly displayed multiple times prior to completing the
purchase. Other
than a shuttle, taxi or car/van service could be utilized from the airport. Expedia
will not be able to provide compensation for the flights that were not used.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: using the mobile app there is absolutely no clear explanation as to how far a hotel that you are choosing is. Yes there is a map provided and yes I did pick the hotel. Why provide a hotel in a bundle deal that is 3 1/2 hours away from the flight. I picked a travel website to provide me with a quick easy vacation instead I was provided with more hard work and researching on my own. Expedia did not provide me with an easy manageable vacation. I just don’t understand why the website will provide me a hotel option 3 1/2 hours away. I am unfamiliar with Jamaica as a whole and did not know they had 3 major international airports prior to booking and I did not believe I had to do my own research and put it in the map to find out. Would you have provided me a bundle deal flying into jfk and staying in a Boston hotel?
The search engine I put into the Expedia app is Jamaica
then I was provided with hotels to choose from which I picked the best rated hotel
then I had options to choose flights none with actually said Kingston but just said KIN
the the next option was to pay
not at all did it provide me with excursion or shuttle options to my hotel during this transaction
nowhere did it say how far a hotel was. Then after placing my vacation and paying for my vacation. Expedia app gave me options to choose excursions and shuttle options. None of those options were shuttles to KIN and Montego Bay options. I was only given options to Montego Bay airport and my hotel. Montego Bay airport was never a option when choosing a bundle deal. That’s when I realized the Expedia app mistake. expedia refuses to accept the responsibility
Sincerely
I reserved a hotel for feb 7 through the 9th and was made reservations for the price or 159$ per room which I have 2 I was told by the hotel to call the back and pay through Expedia so I can keep my price the reserved me for once I did the rudely told me that if I wanted to pay through them the price would go to 187$ per room how is that business if you made my reservation for 159$ the lady I spoke with was very rude would not let me speak to anyone else or a supervisor I am very disappointed with there services and would not be doing business with them ever again
February 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on February 3, 2020, Ms. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile Site, under itinerary ***. The hotel stay was with ***, Dearborn, MI for a check in on February 7, 2020 and a check out on February 9, 2020 for a total of $159.68, per room. We understand Ms. is seeking a refund of $54.64 from Expedia for a room rate increase, charged by the hotel.
On February 6, and on February 7, 2020, Ms. contacted Expedia requesting that Expedia adjust the (billing type) from a, " Pay Later", to a , "Pay Now", since the hotel stated a discrepancy at check-in. We contacted the *** to discuss Ms., direct payment at a total of $159.68, per room.
However, the *** advised that Ms. reservation was cancelled giving her the ability to," Pay Now", directly without a fee.
On February 14, 2020, we reached out to the *** on behalf of Ms. to request a refund of the aforementioned rate increase. Regrettably, the hotel was unable to authorize a refund, based upon taxes and fees collected at check-in.
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. The *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the hotel and must adhere to the hotel’s policy.
Additionally, Expedia’s Terms of Use, and the Pay Later Definition which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Pay at Property Definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Upon further review, on February 14, 2020, we contacted Ms. via phone to request a copy of her *** charges. After review, we can confirm that Ms. was charged, $325.46 from her bank statement. The original rate was $319.36, however the property billed $6.10 higher, due to an issue with Ms. credit card.
Nevertheless, Expedia offered to issue a $100 voucher to Ms. Expedia account for the inconvenience of the experience. That voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. Please note that this voucher is not intended to place a value on Ms. experience, but rather, it is meant to emphasize our commitment to her as a customer.
We ask that Ms. kindly keep record of this Expedia case number (***) and contact us should she wish to use $100, hotel voucher. The service and support team is available 24/7 and our contact number is 1-866-310-5768. 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 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 been hacked by cell/email & other items. The hacker has set up an account with Expedia and all of my attempts to contact their (Expedia) fraud department have failed. I have been on hold for hours with no response from their corporate HQ. Please have them call me as this hacker is using my email & profile to set up an Expedia account and has already stayed at a hotel. Call me at
February 14, 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 fraud claim. Our records indicate that on February 3,
2020, the customer, or an authorized user of the Expedia account, self-booked a
Pay Now hotel reservation at *** in Riverside, CA, for February
3-5, 2020, under itinerary ***.
The total cost of the booking was $201.10. Mr. contacted us and reported
the Expedia account to be fraudulent, stating somebody else was using his personal
e-mail to create the account and book the hotel. We can confirm that the reported
account is currently being reviewed by our internal team and details will be
communicated to Mr. directly by them. Furthermore, Mr. advised he
received an email from ***, confirming his loan with Expedia had been approved,
and provided us with screenshots of the email. After reviewing the screenshots,
we were able to confirm that the loan was used to pay for itinerary ***
that he reported as fraudulent. We advised Mr. he would have to
contact *** to report fraud and resolve the loan issue with them
directly. Mr. informed us he has already contacted the company and is
awaiting their response. 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
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
Representative misrepresented hotel location. Once, I realized hotel was over an hour away I called the Expedia and also my bank to report the misrepresentation with in 5 or 10 minutes after booking. I was told the charge was non-refundable. I stated that the error was caused because the representative gave the wrong info while booking. Even though I called immediately after I mapquested the hotel to the location my credit card was charged $245.24. This hotel was no where close to where I was to be so I had to get another hotel. Expedia representatives were rude, and extremely unwilling to even to book me at an *** in Orlando. I was transferred several times from Expedia to ***, and *** back to Expedia with both passing the buck, and stating the refund was up to each other. Filed a dispute with my bank which the bank refunded the totally amount after Expedia did not respond after the 30 days. The low and behold yesterday 2/3/2019 Expedia again charged my credit card. This is totally wrong. After this happened to me I researched and have seen where this has happened many times to other consumers, and they have had to fight to get there money back.
Claim ID: *** Claim amount: $ 245.24
Initiation date: 01/29/2020
Merchant name: EXPEDIA
February 5, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (***) regarding a hotel refund request.
On December 9, 2019, the customer or an authorized user self-booked a hotel reservation for two nights via itinerary number ***. The total amount paid for the reservation was $245.24USD. We understand from Mrs. complaint she claims an Expedia agent gave her incorrect information regarding the hotel location. Mrs. mentions she later booked the reservation online. The user immediately tried to cancel the reservation and mentions they called Expedia the same day but did not receive a refund.
After researching this case I have confirmed that the customer or authorized user booked a non-refundable hotel. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the hotel. On the same day of December 9, 2019, the customer called Expedia and an agent reached out to the hotel to request a refund. The hotel assistant manager mentioned no refund would be authorized since the reservation was non-refundable. Mrs. was informed over the phone of the hotels decision.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Mrs. behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Mrs. or an authorized user accepted the terms before completing the booking.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A
Customer Correspondence Team
I was invited to attend a 1-day professional conference which took place at a university in Bologna, Italy on 7th December, 2019. It was a conference which the organizer promised to reimburse me after I would have paid for flights and accommodation. I therefore contacted expedia.com online for departure to Bologna from Lagos, Nigeria on 6th December, 2019 and return to Lagos from Bologna on 8th December, 2019. The best option for me was a departure flight from Lagos via *** and a return flight from Bologna via ***. One of the questions I was asked by expedia.com before invoice was generated was whether I wanted a travel insurance plan. After considering the advantage of such a plan, I agreed and I was billed $1,030.90 as my total cost, including the cost of the insurance. I paid for the total cost on 12th November, 2019, the same day I contacted expedia.com, via my debit card in Nigeria. The payment was promptly acknowledged and I was sent a to and fro E-tickets which I confirmed to be genuine. Unfortunately however, I couldn't schedule a visa interview with the Italian Consulate in Nigeria as a result of deficiencies in the online booking platform of the accredited agent of the Consulate in Nigeria. In view of these, I started contacting expedia.com days before my scheduled date of travel with respect to refund. I made several calls to the available phone numbers and the automated voice response on their end severally asked me to call back. When I was eventually able to speak with staff of expedia.com, the ready answer was always that they would get back to me but there was no tangible response, despite the fact that I was held on the line for so long a time thereby costing me substantial phone costs. I subsequently supplemented calls with email and yet no positive response. When I contacted the two airlines, they expressed sympathy but asked me to process my refunds through the travel agent. Hitherto, my efforts to get a refund has been in vain
February 7, 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 Dr. *** (Revdex.com case number *** ) regarding a flight reservation.
On November 12, 2019, Dr. *** or an authorized user to the account self-booked on Expedia’s website, under itinerary . Travel was with ***, traveling from Lagos, Nigeria to Bologna, Italy departing on December 6, 2019 and returning with *** on December 8, 2019. The flight reservation includes a Travel Protection Plan, administered by ***. We understand that the customer is seeking a refund of $1030.90, which excludes the flight insurance plan for $67.00.
See the following hyperlink and contact details for the Travel Protection Plan:
***
USA ***
International: ***
Email Address ***
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. *** and *** Airlines are the merchants of record (the entity that received the funds and the companies that charged the credit card) on this itinerary. In addition, at the time of completing Dr. *** booking on Expedia’s website, he agreed to the Terms of use, which expressly states:
Terms of use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Departure flight restrictions: ***, after departure ticket is non-refundable in case of no-show, charge EUR 150.00 and any increase in fare for changes. Must reissue ticket within one year from ticket issue date and travel must be completed prior to November 12, 2020. Travel may commence between *** only.
Return flight restrictions: ***, refundable fare per ticket charge EUR 300.00 For no-show
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation:
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
On January 10, 2020, Dr. *** contacted Expedia to request a refund due to an inability to obtain the required travel documents. We then reached out to both *** and *** to advocate on Dr. *** behalf to obtain refunds. Regrettably, both airlines stated that Dr. *** did not cancel either flight prior to departure. Therefore, *** stated his ticket is," non-refundable", after departure. In regards to the *** ticket it’s, "refundable", minus a no show penalty fee of EUR 300.
Upon receipt of Dr. *** Revdex.com complaint, we investigated the issues brought to our attention. The flight scheduled with *** to depart on December 8, 2020, from Bologna, Italy to Lagos, Nigeria for a total of $625.70. We processed a refund of $294.70, due to the mandatory penalty fee, the time it takes for the refund to post depends upon Dr. *** bank. However, generally taking up to eight weeks to deposit.
Furthermore, to utilize the $405.20, *** credit minus $150, penalty fee Dr. *** may contact Expedia at the following number (866) 310-5768. While we regret Dr. *** experience was not as we would of hoped, due to the information provided above Expedia is unable to honor his request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
It is NOT correct to say that I first contacted expedia.com on the request for refund on January 10, 2020 i.e. after the flights paid for ought to have taken place (please see the attached).
Specifically,
(1) I first contacted expedia.com on paper on December 2, 2019, four days before the scheduled flight (as indicated in the attached). I actually (attempted to) notified them on phone and via their website on or before December 1, 2019 but was unsuccessful. Examination of their call log will easily prove this. I subsequently sent a reminder on paper on December 4, December 10 and December 14, 2019 (please see the attached).
(2) I successfully contacted *** on their website on December 1, 2019, AFTER unsuccessful response from expedia.com. I got a response from *** on December 2 and December 5, 2019 (please see the attached).
(3) I also contacted *** on December 1, 2019, AFTER unsuccessful response from expedia.com. I received a response from *** on December 9, 2019 (please see the attached).
(4) To the best of my knowledge, the travel protection plan is supposed to protect/empower me for total refund and not the contrary, especially that I duly notified expedia.com at least 4-5 days before the scheduled trip.
Thank you.
Sincerely,
***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
February 24, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Dr. *** ( Revdex.com case number ***). We regret to hear Dr. *** did not accept our response and/ or resolution offered.
Upon further review, Dr. *** sent his cancel requests to the addresses where he received his confirmation and a few Expedia Survey’s. However, both emails contain the following message," Please do not reply to this message. This email was sent from a notification-only email address that cannot accept incoming emails". Furthermore, under the Expedia support page or via *** service related inquiries are supported by, "[email protected]". However, depending upon the rules associated with an itinerary some service requests can only be processed by a live Expedia representative at the following number: 1-866-310-5768.
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation:
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
In conjunction with, the utilization of Dr. *** insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Dr. *** with ***’s contact details accessible through his emailed confirmation and via the Revdex.com response, to best address his flight protection questions. Kindly note, that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not 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 the customer.
In regards, to Dr. *** statement that he contacted Expedia by phone to cancel his flight, by using an internal tool which allows us to review calls. We can confirm that Dr. ***, did call Expedia on December 2, 2019. As a courtesy, we removed Dr. *** credit with *** and processed a refund of $188.10, deducting the mandatory penalty fee, as agreed to by Dr. *** at the time of booking see the following airline rules:
Flight 1: LOS to BLQ
Airline rules + restrictions
Tickets are refundable with a penalty fee of €200.00, with the exception of a no show
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Please read important information regarding airline liability limitations.
Flight 2: BLQ to LOS
Airline rules + restrictions
Tickets are refundable with a penalty fee of €300.00
Please read the complete penalty rules for changes and cancellations applicable to this fare.
Please read important information regarding airline liability limitations.
While we regret Dr. *** experience was not as we would have hoped, due to the information provided above Expedia is unable to honor his full refund request.
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
Complaint: ***
I am rejecting this response because:
To the best of my knowledge, the facts in my rebuttals were not logically addressed by expedia.com.
In view of lack of significant progress despite the to and fro feedbacks, perhaps there is need to directly shift focus to the two airlines involved (*** and ***). It will be important to confirm the proprietary of considering cancellation of a booking well before the day of flight as no-show. We need to note that the reservation was cancelled at least 4 days before the flight date.
The pertinent questions are:
1) Does the classification of a properly and timely cancelled flight amount to a no-show, in line with international best practice? One would have expected that severe penalties would only apply to a booking in which the respective airlines were not informed before the trip?
2) Is it reasonable and just to pay a total refund of $294.70 out of $1,030.90 to me for a trip that never took place and which was properly cancelled?
Thank you.
Sincerely
I booked a Bed and Breakfast online through Expedia for the *** in Salinas, CA, for the night of Oct 3rd. The reservation came back as Feb 11th. I requested that Expedia correct their error and either change the date to Oct 3, or refund my money, both of which they refused. Expedia has already charged my credit card.
February 5, 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 reservation that he states was booked for the wrong date.
Our records indicate on January 28, 2020, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, arriving on February 11, 2020 and checking out on February 12, 2020 via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed six times.We can confirm on February 2, 2020, our representative noted the customer called in and stated the reservation was for the wrong dates, it should be for October 3-4, 2020. Our representative tried calling the property but the number would not work.
From January 29, 2020 through February 5, 2020, there were numerous email communications between Expedia, Expedia and the ***. Mr. request to cancel the reservation he made that was booked for February 11, 2020, stating it should have been booked for October 3, 2020. Expedia emailed Mr. advising we were waiting for a response from the property since the reservation was booked as a non-refundable reservation. Expedia received a response from the hotel and emailed Mr. advising that *** denied the request for refund. Mr. replied advising *** would be in contact with Expedia and that he would be filing a Revdex.com complaint. On February 4, 2020, Expedia received an email from *** advising they would honor the date change.
After further review on February 5, 2020, I reviewed the reservation being created on our website, the confirmation itinerary and the account. The reservation was booked online for February 11, 2020, for one night at the ***. I called *** and spoke with *** he advised they would honor the one night reservation when Mr. arrives on October 3, 2020. The reservation will not be changed on our system only in ***’ system.
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.
At the time Mr.’s completed his booking, he agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
If we may suggest, Mr. should contact *** at *** if he has any further concerns about his reservation being changed. Based on the above we are not able to honor the refund request or the reservation date change in our system. 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