In more than 3 occasions I requested a cancellation to Expedia of a Hotel reservation, I was charged $267.71 with $252.63 charged to my credit card. I have 3 different emails on 3 different months with acknowledgement of the cancellation and that money will be reimbursed. to this date Expedia has failed to give me a credit on my account. I have to request Revdex.com to help me address the issue with Expedia. In all three occasions they said they have systems issues , which at this time I find hard to believe.
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 a refund. We understand that Mr. is seeking a refund for the cancelled hotel reservation.
Our records indicate on October 04, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel reservation at ***, checking in on March 13, 2020 and checking out on March 15, 2020 via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed four times.
We can confirm on December 29, 2020, Mr. called in to cancel, our representative noted the reservation was outside of penalty. Our representative received an error while trying to process the refund and the customer to call us back.
On January 23, 2020, Mr. called because he requested the cancelation of his reservation and he has not received a refund as yet. There was another system error and the agent was unable to refund for the cancelled reservation so they called the hotel. The hotel advised the reservation must be cancelled in our system and asked the representative to email them the request, to which was done.
After further review on February 5, 2020, I was able to review the account and the confirmation itinerary. The reservation was outside of penalty but the system would not allow me to cancel and refund the card. I called Mr. and sent him an email so that I could get his full card number and issue the refund via another system. After a few failed attempts to reach Mr. I tried to process the refund and it went through. The refund was processed on February 10, 2020 for $252.63 to *** ending ***. I also replaced the Expedia Reward points of 2,110.
Expedia has applied a $100.00 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.
Please accept our apology for any inconvenience this may have 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
Worst company!! Cancelled a trip last March due to surgery. Received full credit for 2 tickets. Used part of our credit to fly to Florida and was told we had a $289 balance of credit on each account after our Florida trip.
3 times we called to use the remaining amount for a last trip for me due to 9/11 illness. 2 times we found an affordable flight and when we called Expedia we had to give our whole story and numerous times put on hold we were give a more expensive flight than what we saw on *** website.
The supervisor tells us prices change hourly!! Total !!
So today we see a flight which is affordable and call and get a supervisor ( which is what we were told to do by a previous supervisor and given a case number with all our info from previous calls).
This supervisor says there is no info in our case number and again we have to start from scratch again!!! Another hour and a half on the phone and 5 times put on hold only to be told we have no credit on our account!!
After strongly voicing our utter displeasure with this company we are transferred to a corporate talking head named Cindy. Cindy tells us as per *** policy we have only 1 chance to use our credit in full!!! So our remaining credit is gone and sucked up by this crap company Expedia.
No where on their site does it state anything about using the credit in full on 1 time!! So this company refused to help us any further!! Nice way to treat a 9/11 first responder huh??? Never again would I use this company and neither should anyone else!!
I booked my flight to Philippines in December of 2019. On January 22, 2020 I got an email notifying that *** made a change to my flight and this change cause the connecting flight to not correspond to the connecting flight from Las Vegas where I am coming from. I called customer service to change the connecting flight but the representative I talked to had to email *** for a waiver before they could change the flight. That representative told me it would take 48 hours for this process. I called five times and was on the phone for an more than an hour with them. I also asked for update through email three other times but until now, February 1, 2020 they are telling me that they have not received the email from *** for them to fix my flight! Aside from this, I also informed them that I am flying with an elderly family member who has the same problem like me. When she called expedia customer service though she did not have to wait like this. The customer service was able to change her flight the first time she called. This is a bad customer service practice and is very frustrating and very inconvenient that I have to go through with all this!!!
Expedia.com Response
• Feb 04, 2020
February 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 getting her tickets issued for the airline schedule change. We understand that Ms. is seeking to have her tickets reissued because of the schedule change.
Our records indicate on November 27, 2019, Ms. or an authorized user of the account self-booked three multiple destination flight departing April 3, 2020 from Las Vegas, NV, USA connecting through San Francisco, CA, USA to Manila, Philippines and returning Manila, Philippines connecting through Honolulu, HI, USA to Las Vegas, NV, USA via ***.
We can confirm January 22, 2020, Ms. called to make changes due to the schedule change that caused a misconnection. Our representative reviewed the record and based on the policy of *** () sent them email for retro otection.
On January 24, 2020, the customer called in regarding the schedule change, she wanted to check on the status after being told she would hear something within 48 hours.
On January 26, 2020, Ms. called in to change on Wednesday of last week. She stated an elderly lady has already had her flight changed and they gave a different flight than she preferred. Ms. advised that she wants a flight for April 3, 2020 flight ***, LAS-LAX, arriving at 650P and departing at 810P and on April 3, flight ***, LAX-MNL departing at 1020P and arriving at 350A two days later. The email was sent to , asking them for retro otection.From January 22, 2020 through February 4, 2020, there have been multiple emails communications being sent from Expedia to *** requesting a waiver for the requested change, from Expedia to Ms. advising we have contacted the *** via email and are waiting for a response from them, Ms. responded to the Expedia emails inquiring on the status of the request.
After further review on February 4, 2020, I reviewed the account, the reservation, the confirmation itinerary. I also reviewed our detailed policy of *** and Expedia must communicate with them via email. I was also able to confirm that the flights Ms. requested were emailed to *** on January 26, 2020. I also emailed *** Ms. request. Ms. is welcomed to check the status with our Customer Service Department by calling 877-227-7481.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
Once *** has notified Expedia, we will be able to make the changes that they notify us about. Before we change your flights, we will contact you and make sure you are oaky with their offer.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Expedia.com Response
• Feb 11, 2020
February 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. *** regarding the involuntary airline schedule change performed by *** (“”). We regret to hear she did not accept our response.
I spoke with Ms. via phone today to explain the schedule change ocess and our options as a third-party intermediary. Regrettably, we are not able to change the flight itinerary until we receive communication from , and they have indicated the only way to request approval for the alternative itinerary is via e-mail.
Expedia has emailed *** on numerous occasions since the initial schedule change. Our last request to them was for April 3, 2020, Alaska flight 1493 Las Vegas, NV to Los Angeles departing at 6:50PM and arriving at 8:10PM; *** flight 103 from Los Angeles, CA to Manila, Philippines, departing at 10:20PM and arriving April 5, 2020 at 3:50AM.
Once the airline notifies Expedia of their authorization, we will be able to make the changes to Ms.’s itinerary.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 11, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that there is nothing they can do right now to change my flight. After 3 weeks, I can’t believe Expedia is still waiting for an email from *** but it looks like this complain is not helping expedite this process. I just hope they’ll get this email while the flight I am requesting is still available. Frustrated customer
My daughter warned me after we booked our trip to Florida with them that her hotel never got the booking and that Expedia claims that it was canceled. This made me check a few days before our trip. When we called our hotel, we had the same issue. The hotel said that a reservation was never made! I called Expedia and they say that the reservation was canceled. By who??? Not by me and I was the only one that knew about it. Stay far away from these guys, if you want to travel trouble free.
I booked a two-way flight from Manila to NYC through Expedia. My flight back to Manila is on Feb 2, 2020. The flight itinerary will go from JFK - Guangzhou - Manila. I was concerned about the itinerary because of the pandemic in China. I did not receive an email or notice that there was a travel ban because of the ongoing issue. Because of my concern, I called Expedia to ask about the flight going back to Manila. They informed me that there is a travel ban and China Southern will not be allowing for rebooking instead they will be giving me a refund. I said OK and asked how much the refund would be so I can book a one-way ticket going back to Manila. After talking to a supervisor who's name was Prince, he told me that they were going to refund me $192. The round trip ticket cost me $956.63. I was irate because how can I now but ticket going back to Manila if they only refund $192. Then the supervisor I was talking to said that he will put me on hold to see what he can do because I mentioned that I will report them to the Revdex.com. I was on hold for more than 40mins no one came back to talk to me so I just hung up. This is all the money I have and I do not have extra money to pay for a ticket going back to Manila other than what they are going to refund me. My itinerary number with Expedia is "itinerary #***". The reference number for the call with Expedia where I filled the complaint is ***. No one has called me back to offer help on how to handle my trip back to Manila. I tried calling China Southern directly but I can't get through.
Expedia.com Response
• Feb 07, 2020
February 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation.
We understand, the customer is requesting a refund of his returning flight due
to the current travel ban in China. Our records indicate that on June 22,
2019, the customer, or an authorized user of the Expedia account, self-booked a
flight with China *** from Manila, Philippines, to New York, NY, USA,
with a connection in Guangzhou, China, departing on December 30, 2019, and
returning on February 2, 2020. The customer successfully used the outbound
portion of his flight on December 30, 2019, and contacted us on January 31,
2020, in regards to the return flight. Upon further research, per the airline’s
Travel Advisory, the travel ban in China was confirmed and the customer was
offered a full refund of the returning flight in the amount of $466.70. Mr.
*** accepted it and our representative processed the refund back to the
customer’s original form of payment. Depending on his financial institution, it
may take up to two billing cycles for the refund to reflect in the customer’s
account. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Gayana W Corporate Correspondence Team
My wife and I booked a flight on *** through Expedia. It was a connector flight to JFK. We were going to China/Thailand. The tour company canceled our plans for us due to the Coronavirus. Expedia refused to give us a credit for the connector flight. Basically taking us for $400's. They blamed it on *** even though we gave them the money. I HIGHLY RECOMMEND ELIMINATING THIS COMPANY FROM ANY FUTURE BOOKINGS OF ANY KIND. MY EXPERIENCE WAS TERRIBLE WITH EXPEDIA. THE AIRLINES TOLD US THEY WOULD REFUND the tickets had we purchased directly through the airlines. Guess what? I just fired the middle company. Never again will we or anyone we know recommend using Expedia. They could have given a credit. I confirmed this with the airline. They chose not to do the right thing.
Extremely unsatisfied with Expedia. I went to book a package trip which included a round trip flight with a 4 night stay at *** Daytona beach. The website malfunctioned and only gave us the returning flight and not the departure flight. I spend 3 hours on the phone communicating with 6 representatives, we talked to catchy, Angela, Angelo C and then a *** airlines representative. No accommodations were given to us and the Expedia associates were extremely unhelpful. We spoke to Elizabeth, the supervisor from the complaints dept. and she was extremely rude and unhelpful.
Never using Expedia again.
I booked a rental car through Expedia for pick up at *** on January 19, 2020 at 12:00pm (Expedia Itinerary # ***).
I took a *** at 11:45am from my apartment to *** and arrived at 12:00pm. I have the *** receipts to prove my arrival and departure. I requested the rental car and the *** attendant requested my ID. I presented my Georgia driver's license and was immediately told that *** does not rent to city residents. I requested a cancellation of my reservation at *** and the attendant told me she could not assist with cancelling the reservation. She informed me that I had to contact Expedia for assistance.
I left *** and ordered another *** back to my apartment. I then contacted Expedia and submitted a complaint and request for refund. On January 26, 2020 I received email correspondence from Expedia regarding my refund request. *** erroneously reported that I was a "no show" did not show up to pick up the rental.
Every time I contact *** about the fabricated response, I am told they cannot help me and that I must contact Expedia because I booked my reservation through them. I keep getting the run around and it’s extremely disparaging.
Attached is a screenshot of my *** on January 19th from my apartment to ***.
This company has taken my money and reported false information in an attempt to silence the truth. These are dishonest and unethical business practices. I demand my money back.
Expedia.com Response
• Jan 30, 2020
January 30, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund for $81.42. We understand that Mr. is seeking a refund for the two-day car rental.
Our records indicate on January 16, 2020, Mr. or an authorized user of the account self-booked a two-day car rental with Routes, picking up on January 19, 2020 and returning on January 21, 2020; along with the Collision Damage Plan via ***. A confirmation itinerary was emailed to the email address on file it was reviewed 10 times.
On January 21, 2020, Mr. called in and advised he was unable to pick up his rental vehicle because he is a local renter. The car rental company did not provide a car. Mr. is requesting a refund. Our representative verified the policy and advised, our representative tried calling the car rental company and no one answered. Our representative advised Mr. to contact the car rental company. The representative sent an email to the car rental company asking for a refund since the customer was not given a rental vehicle. *** company replied advised there is no refund since the reservation was marked as a no show. They advised the reservation needed to be cancelled 48 hours prior to pick up and since it was not it is subject to a one-day rental fee or a $25 administration fee which ever if higher.
On January 23, 2020, Mr. called to get a refund for the car rental reservation. He advised he did not pick up the car and is asking for a supervisor. The supervisor took over the call and advised Mr. of the rental car company’s policies and procedures. The rental company was called and they advised to send an email. The rental car company was emailed and as a courtesy the customer was refunded $30.00 for the Collision Damage.
On January 26, 2020, Expedia emailed Mr. advising of Routes policy since the reservation was not cancelled, they have denied a full refund and stated they will charge one day or $25.00 whichever is higher.
After further review on January 30, 2020, I reviewed the account, the reservation, the confirmation itinerary and the reservation being created on our site. I also recreated the reservation and was able to see the details of the car rental company that advised they do not rent to locals. I called the location
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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.
As a courtesy I have issued a refund for $56.42. The refund will appear in three to seven days back on the card that was originally charged. A refund receipt has been emailed to the email address on file.
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.
We asked to change a date for medical emergency.They said get a doctors note so we did.they told us they had to check with the hotel .The hotel gave us a new date.call back Expedia customer service team . they said they did't have any dates .and this a 2021 the hotel said they have rooms the hotel manager saw the doctors note.stated we will be flexible. We are too!!! the Expedia team hard to work with. If you have a medical emergency.
On Jan 12th I placed a prepaid Car Rental reservation from the Expedia-owned *** for a total of $420.22.
Once reached the agency location, my reservation was cancelled by them since they claimed my driving license was from Georgia and they were not renting any vehicle.
Since then I submitted a refund and Expedia issued 2 refunds for a total of $395.00 saying that there is a cancellation fee applied, even if this reservation has been cancelled by the agency and the Georgia license restriction was not listed on the reservation policies (only "locals" is mentioned).
Expedia.com Response
• Jan 31, 2020
Dear ***,Thank you for
reaching out.Please note that
*** serves as a third-party intermediary with car rental
agencies and is subject to the rules and restrictions of those
providers. Furthermore, when
finalizing the reservation on ***, you agreed to the
Prepaid Rate Terms and Conditions which explicitly state the
following:“If you cancel for
any reason your payment is non-refundable. If you modify this
reservation, or fail to pick-up your rental car on the scheduled
pick-up date, your reservation will be cancelled and you will not
receive any refund or credit. We reserve the right to cancel or
modify reservations without notice if it appears that a customer has
engaged in fraudulent, illegal, or inappropriate activity or under
other circumstances where it appears that the reservation contains,
or resulted from a mistake or error.”The specific
supplier conditions applying to the reservation are provided during
the purchase procedure under the Car Rental Location section, it’s
also still available in the Car Rental Company
Rules and Restrictions link on your reservation
page and declare:WE DO NOT RENT TO
LOCAL RENTERS AND IN ORDER TO QUALIFY FOR THE RENTAL YOU MUST HAVE A
VALID RETURN ITINERARY IN ORDER TO RENT. (OUR AGENT CAN ASK TO SEE
THE RETURN AIR TICKET)We have already
contact the supplier in order to request a courtesy refund, however,
they agree to issue a refund minus a cancellation fee of $25 plus
tax. Considering that the relevant limitations have been stated
during the check-out procedures on our website, no further
compensation can be offered.
Best regards.Luis,Escalations Team
Customer Response
• Jan 31, 2020
Complaint: ***
I am rejecting this response because:
The agency rejected the reservation as they do not rent vehicles to people carrying a Georgia license, condition not listed in the T&C you mentioned.
No air ticket has been checked neither the address on the license to verify the “local” requirement, therefore your solution cannot be considered satisfactory.
I purchased a flight on Expedia.com on October 7,2019 with the following itinerary (Expedia itinerary ***)
8/6/2020: ORD - BUD (*** 130) 6:30PM- 10:35 AM
8/7/2020: BUD - BEG (LOT-polish ***) 1:50PM - 2:35 PM
Return:
8/23/2020: ATH - ORD (***) 2:15 PM - 6:15PM
The itinerary was changed by the airline (or Expedia) such that the departure was moved from 6:30PM to 1:35PM on 8/6/2020 and an extra stop was added to the trip (Philadelphia).
The only notification I ever received regarding the change was a text message I got on my phone from Expedia on 1/26/2020 (snapshot attached).
It is at this time (on 1/26/2020) that I first realized a schedule change, a new departure time on 8/6 at around 1:30 PM, and an extra stop were added to the trip. I never consented to the change.
The change is unacceptable to me as it would require me to take another day off from work on Aug 6.
I attempted to contact Expedia on 1/27 and agent Claudia agreed to issue a refund for the trip and book the same trip via different airline.
However, after spending approximately 3 hours on the phone, another manager July (or Julia) from Expedia's corporate office renegged on this offer, and,
insisting on a blatant falsehood that the change of itinerary was earlier "accepted" , refused to proceed with the changes.
Expedia claims that the change was "accepted" on November 8,2019. This "acceptance" was not done by me, as the itinerary would have been just as unacceptable to me at that time as it was on 1/26/2020 ...
Expedia/*** is, thus, refusing to allow a change in the itinerary (to a later flight on 8/6 or to a different airline) without extra payment. Aanother 2 hours on the phone with Agent John (talking to *** Airlines), Expedia was not able to help me with this matter, as *** is supposedly not willing to allow any meaningful changes to the itinerary, insisting that the trip must go thru Budapest.
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 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.
Our records show that on October 7, 2019, Dr. *** or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with *** from Chicago, IL USA to Belgrade, Serbia departing on August 6, 2020 and returning on August 23, 2020. We understand Dr. *** flight was affected by a major airline-initiated schedule change, and he is requesting that Expedia compensate him by finding a similar flight schedule at no additional cost.
On January 27, 2020, Dr. *** contacted Expedia to discuss an airline-initiated schedule change that occurred on November 8, 2019. However, Dr. *** claimed he didn’t agree to the airline-initiated change. Therefore, using an internal tool Expedia verified that the notification was emailed on November 8, 2019, to *** and accepted. Furthermore, Dr. *** then requested that Expedia assist him in rebooking at no additional cost. By contacting *** we attempted to reissue Dr. *** ticket matching his preferred schedule. Regrettably, *** had no availability under his preferred flight, which prevented Expedia from honoring Dr. *** request.
Upon final review, on January 27, 2020, Dr. *** then requested that Expedia process a full refund. We contacted *** the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to obtain their authorization to refund. Fortunately, *** permitted a full refund of $1246.65, however back to Dr. *** original form of payment. The time it takes for the refund to post depends upon how quickly his bank processes refunds, generally taking up to eight weeks.
As *** retains ultimate ownership over the flight reservation, we hope Dr. *** understands we must adhere to the *** refund timeframe. Dr. *** may contact *** directly at (*** to confirm the status of his refund.
From time to time and for variety of reasons *** issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Dr. *** 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 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.
As previously offered, on January 27, 2020, Expedia discussed issuing an in-house flight credit of $500, as a courtesy to him. Although, Dr. *** initially declined that offer, he may contact Expedia at the following number (1877)787-5242 and reference case number ( *** ) to utilize the in-house credit prior to October 7, 2020.
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
• Feb 05, 2020
Complaint: ***
I am rejecting this response because:
I did obtain a full refund, but only after contacting *** myself (and a long telephone call with *** on January 29).
Expedia is falsely claiming that they obtained a full-refund, they simply refused to deal with the issue (as I stated in my original complaint - a person named Julie from Expedia's corporate office refused to proceed with processing the full-refund).
By providing this response, Expedia is proving again that it is involved in dishonest business practices. I will never have dealings with Expedia again.
I do not request any further action on this issue.
I *** "hotel rooms in Elk Grove Ca. Expedia advertised "11 hotels in Elk Grove Ca. Need a hotel now?" In a list of hotels that included *** 5 times, ***, ***, *** there was an ad for Mini Suite. I thought it was a small hotel. Pictured was a bed, bathroom and what looked like a dressing room. It was a good price and in Elk Grove so I filled out booking information, entered credit card information and paid $201.04. A couple days later I got a text from Expedia with a confirmation number (***) and hotel address. I looked up the address and it was somebody's house. I called Expedia and told them I wanted a hotel room. I never inquired about a bedroom in someone's house. They said "call the manager" and gave me the homeowner's phone number. I was shocked when the man explained to me that what I rented was a bedroom in his house. He said call Expedia and tell them to cancel the reservation. When I did that Expedia called the homeowner and he said he was going to keep $100 because I cancelled. I told Expedia that their false advertising was what caused the mistake. They refused my request to get me another room with the $201 I'd paid. I ended up staying at a man's house because I couldn't get a refund or a real hotel room from Expedia. Their false advertising caused the dispute. I want them notified of the problem they caused and I want it to be included in their list of complaints about their business practices. Advertising someone's house in a list of "11 Hotels in Elk Grove, Ca" should be considered false advertising.
Expedia.com Response
• Jan 30, 2020
January 30, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $201.04. We understand that Ms. is seeking a refund for the two night stay at a home reservation she created online.
Our records indicate on January 27, 2020, Ms. or an authorized user of the account self-booked a two-night stay checking in on January 29, 2020 and checking out January 31, 2020 via ***. A confirmation itinerary was emailed to the email address on file but it has not been reviewed.
After further review on January 30, 2020, I reviewed the account, the reservation, the confirmation itinerary and the reservation being created on our site. I also recreated the reservation on Expedia.com and was able to verify our site advised the detailed information about “the home”. I was also able to verify that there is no documentation of any calls or complaints about the reservation.
The details appeared of the property appear in the attachment.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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
Based on the above we are not able to honor the 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.
I had originally reserved 2 hotel rooms for 2 nights. I later cancelled that reservation so I could make a new reservation for 2 rooms for 1 night. Somehow, Expedia reserved 3 room for one night. When I checked into the hotel, I paid for and was given my 2 rooms. The next day, I find there was an extra room, which the hotel charged me for under a no show. Expedia admitted there was a mistake, but could not refund me for the third room because they said the hotel would not refund it. I booked through Expedia, it's their fault an extra room that I was unaware of was booked and charged to my card. Therefore, Expedia owes me for that extra room and I will not take a "travel voucher".
Expedia.com Response
• Jan 29, 2020
January 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $117.52. We understand that Ms. is seeking a refund after cancelling her reservation.Our records indicate on January 20, 2020, Ms. or an authorized user of the account self-booked a one-night hotel reservation at the *** by *** checking in on January 25, 2020 and checking out on January 26, 2020; along with a two-night reservation checking in on January 24, 2020 and checking out on January 26, 2020 via ***. A confirmation email was emailed to the email address on file, it was reviewed 10 times.
Our records also indicate on January 22, 2020, Ms. or an authorized user of the account self-booked two one-night hotel reservations at the *** by *** checking in on January 25, 2020 and checking out on January 26, 2020; via ***. A confirmation email was emailed to the email address on file, it was reviewed 17 times.
On January 27, 2020, the customer called stating that she was charged $94.92 for the reservation under itinerary ***. The customer advised our representative that she didn’t book the reservation. Our representative called the hotel and spoke with the front desk manager. The hotel will not allow a refund for the booking.
After further review on January 29, 2020, I was able to review the reservation, the confirmation itineraries, the cancellation itineraries, the notes on the account and our back office system. I verified on January 22, 2020, Ms. logged into our site and cancelled one of two rooms under itinerary ***. A cancellation confirmation email was emailed to the email address on file, it was reviewed seven times. A updated confirmation email was sent to the email address on file, it was reviewed three times. Based on the Ms. cancelling one of the rooms in the reservation on January 22, 2020 and leaving the other room active there is no refund.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use -Supplier RulesThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the *** by *** cancellation and change policy, Expedia is not able to honor a refund request for the reservation. The reservation needed to be cancelled prior to 6:00pm on January 24, 2020 to avoid the one night cancellation penalty. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jan 29, 2020
Complaint: ***
I am rejecting this response because:
After cancelling the 2 rooms for 2 nights, I took a screenshot that said ALL rooms in this reservation have been cancelled. I took that to mean what it said and did not think there would be a room still under that reservation. I still hold Expedia at fault. Furthermore, I find it very disturbing Expedia is able to see how many times I view my emails. We have since disputed the extra charges by *** through our bank and have gotten the charges reversed. If anything else comes of this, I will refer *** to Expedia for the mix up.
Booked a trip to Vegas for 3/19/20 in late December and got charged almost $700, but when I tried to cancel without fee, they said that there was 0 refund. This is unacceptable as they will resell the ticket at full price while making 2x the money. SCAM and Should not be allowed to rob customers.
Expedia.com Response
• Jan 29, 2020
January 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. , Revdex.com case number *** regarding a refund for $669.01. We understand that Mr. is seeking a refund after requesting to cancel his flight reservation.Our records indicate on December 14, 2020, Mr. or an authorized user of the account self-booked on a mobile application a round trip flight departing on March 19, 2020 from Washington, DC, to Las Vegas, NV and returning March 22, 2020 along with the Cancellation Plan via ***. A confirmation email was emailed to the email address on file, it was reviewed 3 times.
On January 27, 2020, Mr. called in and requested to cancel his flight due to a change of plans. Our representative advised the ticket is a basic economy and advised it cannot be cancelled 24 hours after it was booked per the airline’s policy. Ms. was not okay with the explanation. Our representative also advised to file a claim with Travel Guard but Mr. asked for a supervisor. The call was escalated to a Supervisor who advised the customer that the ticket was a basic economy ticket that was non-refundable and non-voidable.
After further review on January 29, 2020, I was able to review the reservation, the confirmation itinerary and the documentation on the account. The customer made a reservation for a basic economy fare, and the fare rules and restrictions advised, ‘no refund 24 hours after booking. The customer is able to file a claim with Travel Guard and they would determine if the reason for cancelling is covered by the protection. Expedia cannot offer a refund for cancelling the reservation beyond the 24 hour period when the policy of the reservation stated no refund 24 hours after booking.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Terms of Use -Supplier RulesThe 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. *** rules and restrictions appeared as follows during the booking process and on the confirmation itinerary:Fare Rules and RestrictionsRestrictions include:•Pay to choose your seat•Carry-on bag not allowed•Pay to bring a checked bag•No refund 24 hours after booking•Changes not allowed•Bring a personal item•Upgrades not allowed•Board in the last group
The Flight Cancellation Plan appeared as follows on the confirmation itinerary:
Thu, Mar 19 - Mon, Mar 23
Itin # ***
Policy #***
You have purchased the Cancellation Plan. Please refer to your itinerary number when calling to ask questions or file a claim.*** suggest that they are contacted at *** if you need to file a claim.
Based on the above Expedia is not able to honor your request for a refund. Your flight reservation remains active, should it be cancelled a claim would need to be file with ***. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
We stayed at an ***) in Orlando, Fl. on 10/12/19. The reservation was booked via our travel agent. Late that night, when we arrived for the night, I took the cushions off the couch to get the pullout bed ready for my sons. As I removed the cushions, an empty spirits bottle fell out of the cushions. As we picked it up, we noticed Cheetos adhered to the floor. There were not enough sheets for the pull out bed or towels in the room. We called the front desk twice, waiting over 30 minutes before they were delivered, prolonging the time before our sons were able to go to sleep. Reluctantly we spent the night as it was too late to pack up the kids and go to another hotel. We were charged to park when there were 12+ cars in the temporary check-in spots for free overnight. No one was in line at the front desk that night, or the following morning, yet the spots were all full. I have photographs of the parking and spirit bottle complaints, the Cheetos unfortunately did not photograph well due to the carpet and lighting.
I contacted *** directly and they only offered a few *** points as a gesture. I contacted expedia as they were responsible for the reservation and after many attempts, I received the reply that they would only speak to our travel agent. I pointed out this was ludicrous as she did not spend the night with us in the room and was not aware of the conditions. On 12/26/19 my travel agent granted permission via email for expedia to talk directly with me (including both my name and contact information). They informed me that *** claims to have handled the issue. I pointed out my displeasure at their insincere gesture to which they agreed to look into the matter some more. After not hearing anything for a period I contacted expedia again who fell back on refusing to talk to me and would only speak with my travel agent.
Expedia.com Response
• Jan 29, 2020
January 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding a refund. We understand that *** is seeking a refund of $185.63 for the hotel reservation because of the problems that were experienced with the property.
Upon further research, we were unable to locate an Expedia account or reservation related to your complaint. We respectfully request that you provide us with the itinerary number of the booking and the email address used at the time of booking or the account number. The requested information will allow us to appropriately address your concerns.
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 04, 2020
Complaint: ***
I am rejecting this response because: I did not agree with the response from the company as those points will cover a purchase from the minibar. In addition, the credit expedia applied is a false gesture.They applied it to my travel agent's account and not the credit card that was used. So that does me little good other than for expedia to try to save face.
Sincerely
Expedia.com Response
• Feb 07, 2020
February 7, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the compensation he received from the *** by *** for the problems with his room and the $50 voucher that Expedia applied as a courtesy to the Expedia account that the reservation was created from. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. After speaking with Ms. and reviewing the voice mail message from Mr., as a one-time courtesy, Expedia has deactivated the $50 voucher from the Expedia account and applied a $50 refund to the card that was originally charged for the reservation. The refund will appear on the card in three to seven business days. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I bought and airplane ticket through Expedia.com. When I arrived to the airport, the airline (***) would not accept the ticket, because my first and middle names, and my first last name, were joined together, followed by my second last name. I had to buy another ticket on the spot, at almost double the price of the original ticket bought months in advance. On my return, *** did accept the original ticket.
Expedia.com Response
• Jan 29, 2020
January 29, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that on March 24, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Quito, Ecuador to Mexico City, Mexico departing on December 26, 2020 and returning on January 3, 2020. The flight includes a protection plan, for a total of $1536.26. We understand Mr., is seeking a refund of $500, as he was unable to use part of his flight.
On December 25, 2019, Mr. contacted Expedia to discuss the spelling of his name as it appears on his ticket. 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. *** airlines is the operating carrier and merchant of record (the entity that received the funds and is the company that charged the credit card) on this itinerary. Therefore, we contacted *** airlines for assistance they advised that Mr. may visit the airport counter for a possible resolution at his own discretion.
In addition, at the time of completing Mr. booking on our Expedia’s website, you agreed to our Terms of Use, which expressly state:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On January 24, 2020, Mr. contacted Expedia to request a partial refund for missing the outbound portion of his flight. In contacting, *** airlines we advocated on Mr.’s behalf by requesting a partial refund. Regrettably, *** advised that Mr. ticket has a $250 penalty fee that will be applied toward the remaining balance. However, after that fee is applied to Mr. ticket has no value. See the following restrictions associated with his flight:
*** Airlines: tickets are refundable with penalty fees
Cancellations: $100 fee for a refund
Changes: $150 fee for a refund
Total: $250.00
We request that Mr. submit a copy of his credit card statement or ticket purchased on December 26, 2019, documenting the charge. We ask that Mr. omit any personal information from his documents, for security purposes. Once received, Expedia will further assist Mr. in resolving this issue. The customer may submit the information through the complaint submission on the Revdex.com site.
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
• Jan 29, 2020
Complaint: 14115391
I am rejecting this response because: I expect as a matter of course that *** will refund me for the unused portion of the ticket bought through Expedia, minus $100, as per a phone conversation with an *** representative last week.
I also expect *** to reimburse me for the unused portion of the ticket bought on December 26, 2019 (the day of my flight to Mexico) without penalty as per the conditions of that ticket (communicated by the same *** representative last week).
With these 2 reimbursements I expect to receive close to US$800.
The second ticket I had to buy because *** rejected the ticket bought through Expedia in the trip from Quito to Mexico was close to $1,300. This is why I ask for reimbursement of the remaining $500.
I have been in touch with Expedia through Twitter (Direct Message) and I sent yesterday a picture of my Ecuadorian credit card statement. I send it again attached, with the indication that *** operates in Ecuador under the name Aerogal and that the currency we use in Ecuador is the U.S. dollar.
Sincerely
Expedia.com Response
• Feb 06, 2020
February 6, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** ( Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered for the flight reservation. We understand Mr. is seeking compensation from both Expedia and *** as he stated he may receive around $800, for the used portion of his flight.
On January 29, 2020 and February 6, 2020, we contacted *** to obtain Mr.’s exact refund estimation. The airline advised that Mr. may submit a claim for his reimbursement request with *** as he discussed. However, the value is determined by ***’s (refunds) department, Mr. ticket restrictions state the following, a $250 penalty fee will be applied and certain (taxes) per *** are non-refundable. Within, 30-days from the date Mr. submits his claim through the website address listed below, he will receive an email listing the value remaining.
See the following website link:
***
On January 30, 2020, Mr. provided a statement showing, "1297.84", charged by *** airlines, for a flight departing from Quito, Ecuador to Mexico City, Mexico on December 26, 2019. Therefore, Expedia processed a refund of $442.36, as a courtesy back to the customer’s original form of payment.
In respect to the currency conversion as mentioned by Mr. in his Revdex.com rebuttal, on February 6, 2020, we processed an additional refund of $581.82, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr. bank processes refunds generally within three to seven days.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to process any further compensation.
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 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
While I do not exactly know how much *** will end up reimbursing me, I thank Expedia for hearing me, understanding the nature of the problem, and providing compensation. I also want to thank the Revdex.com.
Don't use Expedia unless you want to be separated from your money for extended periods of time.
I went to book tickets for a flight which I canceled within the 24 hour. Not only did Expedia not refund my money yet (it's been 3 days so far) but because of them an extra $746.49 was taken out of my checking account for no apparent reason.
They lied and said it was a verification of my a card however that's a bunch of malarkey. I never pressed the purchase or confirm button at all.
Most likely it was there software error.
They cannot tell me when that money will be put back in my account.
I had to create a fraud alert with my bank,
Needless to say it's over $1,300 that is not in my account that should be because of these fools
I will never use them again and beware if you do
BE VERY CAUTIOUS DOING BUSINESS WITH EXPEDIA!!! This is the 2nd time in less than 12 months that I've purchased flights through Expedia. Both times have been more than frustrating. The first time they quoted me a price (and sent me an email with this same quote)...however, when I looked at what Expedia charged my credit card, it was more than $40 than what I was quoted and in the email they sent me. I called to address this and they couldn't explain why they charged extra but just said that it was accurate.....I let it go b/c I didn't have the time to stay on the phone with them (I had already been on the phone with them for over an hour....and got nowhere). This most recent time, in January 2020, the same exact thing happened....I was quoted and sent 2 emails stating what my total fees where. Then, when I looked at my credit card, I noticed they charged me an extra $47.59. This time I wasn't going to let this go. I called and got someone on the phone who was polite, but had a very strong accent and could barely understand her and had to continually ask her to repeat what she was saying....she had a hard time understanding me. Finally, she escalated this to her manager and he asked me to forward the emails that I received showing the price they quoted me.....I did and he put me on hold for over 20 minutes (1 hour into the call at this time). He finally came back on and said he would credit me the difference (Finally!). I asked why I was charged and he said it was an accident....so 2 times using Expedia and 2 "accidents" of overcharging me. They are scammers and I'd advise no one to use them for travel arrangements. I'm sure they make a lot of these "accidents" and reap the profits.
Expedia.com Response
• Feb 03, 2020
February 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number ***),
regarding his statement of being overcharged by Expedia. Upon review, we were able to identify the issue experienced by Mr. The customer booked a flight for several adults and a child. During booking, he
was shown and agreed to pay a certain amount for his flight for all passengers;
however, after booking was completed, he received an email confirmation with a
total that deducted the cost of the child’s ticket. We reviewed the customer’s booking session
and can confirm that the amount he was charged was the exact amount he accepted
at the time of booking. We are aware of the system error that deducts the
child’s ticket cost from email confirmations and customer-facing site after
booking, and our engineering team is working on permanently resolving it.This error is not intentional, and we regret Mr. experience was
not as we would have hoped and apologize for any subsequent inconvenience
caused. In addition, we can confirm a refund of $47.59 was provided to the
customer on January 27, 2020, due to his experience. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Gayana W Corporate Correspondence Team
Customer Response
• Feb 03, 2020
Complaint: ***
I am rejecting this response because: Yes, the refund was sent to me due to the error Expedia made....twice in less than 8 months...the same "error". If I had not caught this error and called to express concern, I would not have automatically received a refund. Additionally, the response from Expedia is not accurate. Rather than writing an essay, I'll make it simple.....Expedia quoted me, both over the phone and in 2 emails they sent me, that the total charges would be a certain amount...PERIOD. They then overcharged me as they did less than 8 months prior. I agreed to what they quoted me and I'd be glad to share the documentation/paperwork indicating this....they tacked on extra fees that they explained were a "mistake" when I called Expedia to express these concerns.
BEWARE TO FUTURE CUSTOMERS OF EXPEDIA....watch what you are quoted in writing and what Expedia actually charges you.
Never again. I used Expedia site to make a hotel reservation for a funeral we had to attend (obviously a specific date!) so used the non-refundable rate. After entering my email, my "Reservation Itinerary" popped up. No chance to review. No chance to confirm. And, we now had a room reserved for 2 weeks after said funeral! I called immediately. Sure .... they can change it, but now our $91 room will be $145. This has happened with other reservation sites in the past. What a way to make a profit. Done. You have to pay a bit more to contact the hotel directly, but worth saving the aggravation. Do I have to leave ANY stars?????
Expedia charged my banking account twice for a trip booked. They are holding the amount they charged. I have contacted them and asked that the charge be refunded immediately.
Expedia.com Response
• Jan 28, 2020
January 27, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on January 25, 2020, Mr. or an authorized account user self-booked a package on Expedia’s Mobile Site under itinerary ***. Travel is with *** Airlines, traveling from Atlanta, GA, to Las Vegas, NV departing on February 2, 2020 and returning on February 5, 2020. The package includes a hotel and package plan with stay at *** for a check in on February 2, 2020 and a check out on February 5, 2020.The total cost of the package is $1161.13. We understand Mr. has multiple charges for a package reservation, he is seeking a refund for $833.41, based on an overcharge.
On January 25, 2020, Mr. contacted Expedia to discuss multiple charges found on his credit card after purchasing a package. We explained the following, each time a purchase is attempted on Expedia, a credit card authorization is made to verify that the account has funds available for purchase. When a payment is unsuccessful, the credit card company creates a temporary security hold on those funds.
We verified the amount of USD $833.41 Mr. is describing within the Revdex.com complaint is a temporary hold as that charge was cancelled in our system. The amount was posted on January 25, 2020, to validate the purchase of his package under itinerary number: ***. Most credit card authorizations fall off within 24 to 72 hours. However, each bank or credit card companies policy can differ.
At this time, we are requesting Mr. submit a copy of the credit card statement documenting the additional charge. We ask that Mr. omit any personal information from the document, for security purposes. Once received, Expedia will further assist Mr. in resolving this issue. The customer may submit the information through the complaint submission on the Revdex.com site.
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.
In more than 3 occasions I requested a cancellation to Expedia of a Hotel reservation, I was charged $267.71 with $252.63 charged to my credit card. I have 3 different emails on 3 different months with acknowledgement of the cancellation and that money will be reimbursed. to this date Expedia has failed to give me a credit on my account. I have to request Revdex.com to help me address the issue with Expedia. In all three occasions they said they have systems issues , which at this time I find hard to believe.
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 a refund. We understand that Mr. is seeking a refund for the cancelled hotel reservation.
Our records indicate on October 04, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel reservation at ***, checking in on March 13, 2020 and checking out on March 15, 2020 via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed four times.
We can confirm on December 29, 2020, Mr. called in to cancel, our representative noted the reservation was outside of penalty. Our representative received an error while trying to process the refund and the customer to call us back.
On January 23, 2020, Mr. called because he requested the cancelation of his reservation and he has not received a refund as yet. There was another system error and the agent was unable to refund for the cancelled reservation so they called the hotel. The hotel advised the reservation must be cancelled in our system and asked the representative to email them the request, to which was done.
After further review on February 5, 2020, I was able to review the account and the confirmation itinerary. The reservation was outside of penalty but the system would not allow me to cancel and refund the card. I called Mr. and sent him an email so that I could get his full card number and issue the refund via another system. After a few failed attempts to reach Mr. I tried to process the refund and it went through. The refund was processed on February 10, 2020 for $252.63 to *** ending ***. I also replaced the Expedia Reward points of 2,110.
Expedia has applied a $100.00 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.
Please accept our apology for any inconvenience this may have 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
Worst company!! Cancelled a trip last March due to surgery. Received full credit for 2 tickets. Used part of our credit to fly to Florida and was told we had a $289 balance of credit on each account after our Florida trip.
3 times we called to use the remaining amount for a last trip for me due to 9/11 illness. 2 times we found an affordable flight and when we called Expedia we had to give our whole story and numerous times put on hold we were give a more expensive flight than what we saw on *** website.
The supervisor tells us prices change hourly!! Total !!
So today we see a flight which is affordable and call and get a supervisor ( which is what we were told to do by a previous supervisor and given a case number with all our info from previous calls).
This supervisor says there is no info in our case number and again we have to start from scratch again!!! Another hour and a half on the phone and 5 times put on hold only to be told we have no credit on our account!!
After strongly voicing our utter displeasure with this company we are transferred to a corporate talking head named Cindy. Cindy tells us as per *** policy we have only 1 chance to use our credit in full!!! So our remaining credit is gone and sucked up by this crap company Expedia.
No where on their site does it state anything about using the credit in full on 1 time!! So this company refused to help us any further!! Nice way to treat a 9/11 first responder huh??? Never again would I use this company and neither should anyone else!!
I booked my flight to Philippines in December of 2019. On January 22, 2020 I got an email notifying that *** made a change to my flight and this change cause the connecting flight to not correspond to the connecting flight from Las Vegas where I am coming from. I called customer service to change the connecting flight but the representative I talked to had to email *** for a waiver before they could change the flight. That representative told me it would take 48 hours for this process. I called five times and was on the phone for an more than an hour with them. I also asked for update through email three other times but until now, February 1, 2020 they are telling me that they have not received the email from *** for them to fix my flight! Aside from this, I also informed them that I am flying with an elderly family member who has the same problem like me. When she called expedia customer service though she did not have to wait like this. The customer service was able to change her flight the first time she called. This is a bad customer service practice and is very frustrating and very inconvenient that I have to go through with all this!!!
February 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 getting her tickets issued for the airline schedule change. We understand that Ms. is seeking to have her tickets reissued because of the schedule change.
Our records indicate on November 27, 2019, Ms. or an authorized user of the account self-booked three multiple destination flight departing April 3, 2020 from Las Vegas, NV, USA connecting through San Francisco, CA, USA to Manila, Philippines and returning Manila, Philippines connecting through Honolulu, HI, USA to Las Vegas, NV, USA via ***.
We can confirm January 22, 2020, Ms. called to make changes due to the schedule change that caused a misconnection. Our representative reviewed the record and based on the policy of *** () sent them email for retro otection.
On January 24, 2020, the customer called in regarding the schedule change, she wanted to check on the status after being told she would hear something within 48 hours.
On January 26, 2020, Ms. called in to change on Wednesday of last week. She stated an elderly lady has already had her flight changed and they gave a different flight than she preferred. Ms. advised that she wants a flight for April 3, 2020 flight ***, LAS-LAX, arriving at 650P and departing at 810P and on April 3, flight ***, LAX-MNL departing at 1020P and arriving at 350A two days later. The email was sent to , asking them for retro otection.From January 22, 2020 through February 4, 2020, there have been multiple emails communications being sent from Expedia to *** requesting a waiver for the requested change, from Expedia to Ms. advising we have contacted the *** via email and are waiting for a response from them, Ms. responded to the Expedia emails inquiring on the status of the request.
After further review on February 4, 2020, I reviewed the account, the reservation, the confirmation itinerary. I also reviewed our detailed policy of *** and Expedia must communicate with them via email. I was also able to confirm that the flights Ms. requested were emailed to *** on January 26, 2020. I also emailed *** Ms. request. Ms. is welcomed to check the status with our Customer Service Department by calling 877-227-7481.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
Once *** has notified Expedia, we will be able to make the changes that they notify us about. Before we change your flights, we will contact you and make sure you are oaky with their offer.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
February 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. *** regarding the involuntary airline schedule change performed by *** (“”). We regret to hear she did not accept our response.
I spoke with Ms. via phone today to explain the schedule change ocess and our options as a third-party intermediary. Regrettably, we are not able to change the flight itinerary until we receive communication from , and they have indicated the only way to request approval for the alternative itinerary is via e-mail.
Expedia has emailed *** on numerous occasions since the initial schedule change. Our last request to them was for April 3, 2020, Alaska flight 1493 Las Vegas, NV to Los Angeles departing at 6:50PM and arriving at 8:10PM; *** flight 103 from Los Angeles, CA to Manila, Philippines, departing at 10:20PM and arriving April 5, 2020 at 3:50AM.
Once the airline notifies Expedia of their authorization, we will be able to make the changes to Ms.’s itinerary.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that there is nothing they can do right now to change my flight. After 3 weeks, I can’t believe Expedia is still waiting for an email from *** but it looks like this complain is not helping expedite this process. I just hope they’ll get this email while the flight I am requesting is still available. Frustrated customer
My daughter warned me after we booked our trip to Florida with them that her hotel never got the booking and that Expedia claims that it was canceled. This made me check a few days before our trip. When we called our hotel, we had the same issue. The hotel said that a reservation was never made! I called Expedia and they say that the reservation was canceled. By who??? Not by me and I was the only one that knew about it. Stay far away from these guys, if you want to travel trouble free.
I booked a two-way flight from Manila to NYC through Expedia. My flight back to Manila is on Feb 2, 2020. The flight itinerary will go from JFK - Guangzhou - Manila. I was concerned about the itinerary because of the pandemic in China. I did not receive an email or notice that there was a travel ban because of the ongoing issue. Because of my concern, I called Expedia to ask about the flight going back to Manila. They informed me that there is a travel ban and China Southern will not be allowing for rebooking instead they will be giving me a refund. I said OK and asked how much the refund would be so I can book a one-way ticket going back to Manila. After talking to a supervisor who's name was Prince, he told me that they were going to refund me $192. The round trip ticket cost me $956.63. I was irate because how can I now but ticket going back to Manila if they only refund $192. Then the supervisor I was talking to said that he will put me on hold to see what he can do because I mentioned that I will report them to the Revdex.com. I was on hold for more than 40mins no one came back to talk to me so I just hung up. This is all the money I have and I do not have extra money to pay for a ticket going back to Manila other than what they are going to refund me. My itinerary number with Expedia is "itinerary #***". The reference number for the call with Expedia where I filled the complaint is ***. No one has called me back to offer help on how to handle my trip back to Manila. I tried calling China Southern directly but I can't get through.
February 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation.
We understand, the customer is requesting a refund of his returning flight due
to the current travel ban in China. Our records indicate that on June 22,
2019, the customer, or an authorized user of the Expedia account, self-booked a
flight with China *** from Manila, Philippines, to New York, NY, USA,
with a connection in Guangzhou, China, departing on December 30, 2019, and
returning on February 2, 2020. The customer successfully used the outbound
portion of his flight on December 30, 2019, and contacted us on January 31,
2020, in regards to the return flight. Upon further research, per the airline’s
Travel Advisory, the travel ban in China was confirmed and the customer was
offered a full refund of the returning flight in the amount of $466.70. Mr.
*** accepted it and our representative processed the refund back to the
customer’s original form of payment. Depending on his financial institution, it
may take up to two billing cycles for the refund to reflect in the customer’s
account. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Gayana W Corporate Correspondence Team
My wife and I booked a flight on *** through Expedia. It was a connector flight to JFK. We were going to China/Thailand. The tour company canceled our plans for us due to the Coronavirus. Expedia refused to give us a credit for the connector flight. Basically taking us for $400's. They blamed it on *** even though we gave them the money. I HIGHLY RECOMMEND ELIMINATING THIS COMPANY FROM ANY FUTURE BOOKINGS OF ANY KIND. MY EXPERIENCE WAS TERRIBLE WITH EXPEDIA. THE AIRLINES TOLD US THEY WOULD REFUND the tickets had we purchased directly through the airlines. Guess what? I just fired the middle company. Never again will we or anyone we know recommend using Expedia. They could have given a credit. I confirmed this with the airline. They chose not to do the right thing.
Extremely unsatisfied with Expedia. I went to book a package trip which included a round trip flight with a 4 night stay at *** Daytona beach. The website malfunctioned and only gave us the returning flight and not the departure flight. I spend 3 hours on the phone communicating with 6 representatives, we talked to catchy, Angela, Angelo C and then a *** airlines representative. No accommodations were given to us and the Expedia associates were extremely unhelpful. We spoke to Elizabeth, the supervisor from the complaints dept. and she was extremely rude and unhelpful.
Never using Expedia again.
I booked a rental car through Expedia for pick up at *** on January 19, 2020 at 12:00pm (Expedia Itinerary # ***).
I took a *** at 11:45am from my apartment to *** and arrived at 12:00pm. I have the *** receipts to prove my arrival and departure. I requested the rental car and the *** attendant requested my ID. I presented my Georgia driver's license and was immediately told that *** does not rent to city residents. I requested a cancellation of my reservation at *** and the attendant told me she could not assist with cancelling the reservation. She informed me that I had to contact Expedia for assistance.
I left *** and ordered another *** back to my apartment. I then contacted Expedia and submitted a complaint and request for refund. On January 26, 2020 I received email correspondence from Expedia regarding my refund request. *** erroneously reported that I was a "no show" did not show up to pick up the rental.
Every time I contact *** about the fabricated response, I am told they cannot help me and that I must contact Expedia because I booked my reservation through them. I keep getting the run around and it’s extremely disparaging.
Attached is a screenshot of my *** on January 19th from my apartment to ***.
This company has taken my money and reported false information in an attempt to silence the truth. These are dishonest and unethical business practices. I demand my money back.
January 30, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund for $81.42. We understand that Mr. is seeking a refund for the two-day car rental.
Our records indicate on January 16, 2020, Mr. or an authorized user of the account self-booked a two-day car rental with Routes, picking up on January 19, 2020 and returning on January 21, 2020; along with the Collision Damage Plan via ***. A confirmation itinerary was emailed to the email address on file it was reviewed 10 times.
On January 21, 2020, Mr. called in and advised he was unable to pick up his rental vehicle because he is a local renter. The car rental company did not provide a car. Mr. is requesting a refund. Our representative verified the policy and advised, our representative tried calling the car rental company and no one answered. Our representative advised Mr. to contact the car rental company. The representative sent an email to the car rental company asking for a refund since the customer was not given a rental vehicle. *** company replied advised there is no refund since the reservation was marked as a no show. They advised the reservation needed to be cancelled 48 hours prior to pick up and since it was not it is subject to a one-day rental fee or a $25 administration fee which ever if higher.
On January 23, 2020, Mr. called to get a refund for the car rental reservation. He advised he did not pick up the car and is asking for a supervisor. The supervisor took over the call and advised Mr. of the rental car company’s policies and procedures. The rental company was called and they advised to send an email. The rental car company was emailed and as a courtesy the customer was refunded $30.00 for the Collision Damage.
On January 26, 2020, Expedia emailed Mr. advising of Routes policy since the reservation was not cancelled, they have denied a full refund and stated they will charge one day or $25.00 whichever is higher.
After further review on January 30, 2020, I reviewed the account, the reservation, the confirmation itinerary and the reservation being created on our site. I also recreated the reservation and was able to see the details of the car rental company that advised they do not rent to locals. I called the location
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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.
As a courtesy I have issued a refund for $56.42. The refund will appear in three to seven days back on the card that was originally charged. A refund receipt has been emailed to the email address on file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
We asked to change a date for medical emergency.They said get a doctors note so we did.they told us they had to check with the hotel .The hotel gave us a new date.call back Expedia customer service team . they said they did't have any dates .and this a 2021 the hotel said they have rooms the hotel manager saw the doctors note.stated we will be flexible. We are too!!! the Expedia team hard to work with. If you have a medical emergency.
On Jan 12th I placed a prepaid Car Rental reservation from the Expedia-owned *** for a total of $420.22.
Once reached the agency location, my reservation was cancelled by them since they claimed my driving license was from Georgia and they were not renting any vehicle.
Since then I submitted a refund and Expedia issued 2 refunds for a total of $395.00 saying that there is a cancellation fee applied, even if this reservation has been cancelled by the agency and the Georgia license restriction was not listed on the reservation policies (only "locals" is mentioned).
Dear ***,Thank you for
reaching out.Please note that
*** serves as a third-party intermediary with car rental
agencies and is subject to the rules and restrictions of those
providers. Furthermore, when
finalizing the reservation on ***, you agreed to the
Prepaid Rate Terms and Conditions which explicitly state the
following:“If you cancel for
any reason your payment is non-refundable. If you modify this
reservation, or fail to pick-up your rental car on the scheduled
pick-up date, your reservation will be cancelled and you will not
receive any refund or credit. We reserve the right to cancel or
modify reservations without notice if it appears that a customer has
engaged in fraudulent, illegal, or inappropriate activity or under
other circumstances where it appears that the reservation contains,
or resulted from a mistake or error.”The specific
supplier conditions applying to the reservation are provided during
the purchase procedure under the Car Rental Location section, it’s
also still available in the Car Rental Company
Rules and Restrictions link on your reservation
page and declare:WE DO NOT RENT TO
LOCAL RENTERS AND IN ORDER TO QUALIFY FOR THE RENTAL YOU MUST HAVE A
VALID RETURN ITINERARY IN ORDER TO RENT. (OUR AGENT CAN ASK TO SEE
THE RETURN AIR TICKET)We have already
contact the supplier in order to request a courtesy refund, however,
they agree to issue a refund minus a cancellation fee of $25 plus
tax. Considering that the relevant limitations have been stated
during the check-out procedures on our website, no further
compensation can be offered.
Best regards.Luis,Escalations Team
Complaint: ***
I am rejecting this response because:
The agency rejected the reservation as they do not rent vehicles to people carrying a Georgia license, condition not listed in the T&C you mentioned.
No air ticket has been checked neither the address on the license to verify the “local” requirement, therefore your solution cannot be considered satisfactory.
Sincerely
I purchased a flight on Expedia.com on October 7,2019 with the following itinerary (Expedia itinerary ***)
8/6/2020: ORD - BUD (*** 130) 6:30PM- 10:35 AM
8/7/2020: BUD - BEG (LOT-polish ***) 1:50PM - 2:35 PM
Return:
8/23/2020: ATH - ORD (***) 2:15 PM - 6:15PM
The itinerary was changed by the airline (or Expedia) such that the departure was moved from 6:30PM to 1:35PM on 8/6/2020 and an extra stop was added to the trip (Philadelphia).
The only notification I ever received regarding the change was a text message I got on my phone from Expedia on 1/26/2020 (snapshot attached).
It is at this time (on 1/26/2020) that I first realized a schedule change, a new departure time on 8/6 at around 1:30 PM, and an extra stop were added to the trip. I never consented to the change.
The change is unacceptable to me as it would require me to take another day off from work on Aug 6.
I attempted to contact Expedia on 1/27 and agent Claudia agreed to issue a refund for the trip and book the same trip via different airline.
However, after spending approximately 3 hours on the phone, another manager July (or Julia) from Expedia's corporate office renegged on this offer, and,
insisting on a blatant falsehood that the change of itinerary was earlier "accepted" , refused to proceed with the changes.
Expedia claims that the change was "accepted" on November 8,2019. This "acceptance" was not done by me, as the itinerary would have been just as unacceptable to me at that time as it was on 1/26/2020 ...
Expedia/*** is, thus, refusing to allow a change in the itinerary (to a later flight on 8/6 or to a different airline) without extra payment. Aanother 2 hours on the phone with Agent John (talking to *** Airlines), Expedia was not able to help me with this matter, as *** is supposedly not willing to allow any meaningful changes to the itinerary, insisting that the trip must go thru Budapest.
February 5, 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.
Our records show that on October 7, 2019, Dr. *** or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with *** from Chicago, IL USA to Belgrade, Serbia departing on August 6, 2020 and returning on August 23, 2020. We understand Dr. *** flight was affected by a major airline-initiated schedule change, and he is requesting that Expedia compensate him by finding a similar flight schedule at no additional cost.
On January 27, 2020, Dr. *** contacted Expedia to discuss an airline-initiated schedule change that occurred on November 8, 2019. However, Dr. *** claimed he didn’t agree to the airline-initiated change. Therefore, using an internal tool Expedia verified that the notification was emailed on November 8, 2019, to *** and accepted. Furthermore, Dr. *** then requested that Expedia assist him in rebooking at no additional cost. By contacting *** we attempted to reissue Dr. *** ticket matching his preferred schedule. Regrettably, *** had no availability under his preferred flight, which prevented Expedia from honoring Dr. *** request.
Upon final review, on January 27, 2020, Dr. *** then requested that Expedia process a full refund. We contacted *** the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to obtain their authorization to refund. Fortunately, *** permitted a full refund of $1246.65, however back to Dr. *** original form of payment. The time it takes for the refund to post depends upon how quickly his bank processes refunds, generally taking up to eight weeks.
As *** retains ultimate ownership over the flight reservation, we hope Dr. *** understands we must adhere to the *** refund timeframe. Dr. *** may contact *** directly at (*** to confirm the status of his refund.
From time to time and for variety of reasons *** issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Dr. *** 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 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.
As previously offered, on January 27, 2020, Expedia discussed issuing an in-house flight credit of $500, as a courtesy to him. Although, Dr. *** initially declined that offer, he may contact Expedia at the following number (1877)787-5242 and reference case number ( *** ) to utilize the in-house credit prior to October 7, 2020.
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:
I did obtain a full refund, but only after contacting *** myself (and a long telephone call with *** on January 29).
Expedia is falsely claiming that they obtained a full-refund, they simply refused to deal with the issue (as I stated in my original complaint - a person named Julie from Expedia's corporate office refused to proceed with processing the full-refund).
By providing this response, Expedia is proving again that it is involved in dishonest business practices. I will never have dealings with Expedia again.
I do not request any further action on this issue.
Sincerely
I *** "hotel rooms in Elk Grove Ca. Expedia advertised "11 hotels in Elk Grove Ca. Need a hotel now?" In a list of hotels that included *** 5 times, ***, ***, *** there was an ad for Mini Suite. I thought it was a small hotel. Pictured was a bed, bathroom and what looked like a dressing room. It was a good price and in Elk Grove so I filled out booking information, entered credit card information and paid $201.04. A couple days later I got a text from Expedia with a confirmation number (***) and hotel address. I looked up the address and it was somebody's house. I called Expedia and told them I wanted a hotel room. I never inquired about a bedroom in someone's house. They said "call the manager" and gave me the homeowner's phone number. I was shocked when the man explained to me that what I rented was a bedroom in his house. He said call Expedia and tell them to cancel the reservation. When I did that Expedia called the homeowner and he said he was going to keep $100 because I cancelled. I told Expedia that their false advertising was what caused the mistake. They refused my request to get me another room with the $201 I'd paid. I ended up staying at a man's house because I couldn't get a refund or a real hotel room from Expedia. Their false advertising caused the dispute. I want them notified of the problem they caused and I want it to be included in their list of complaints about their business practices. Advertising someone's house in a list of "11 Hotels in Elk Grove, Ca" should be considered false advertising.
January 30, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $201.04. We understand that Ms. is seeking a refund for the two night stay at a home reservation she created online.
Our records indicate on January 27, 2020, Ms. or an authorized user of the account self-booked a two-night stay checking in on January 29, 2020 and checking out January 31, 2020 via ***. A confirmation itinerary was emailed to the email address on file but it has not been reviewed.
After further review on January 30, 2020, I reviewed the account, the reservation, the confirmation itinerary and the reservation being created on our site. I also recreated the reservation on Expedia.com and was able to verify our site advised the detailed information about “the home”. I was also able to verify that there is no documentation of any calls or complaints about the reservation.
The details appeared of the property appear in the attachment.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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
Based on the above we are not able to honor the 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,
Di-Di FCorporate Correspondence Team
I had originally reserved 2 hotel rooms for 2 nights. I later cancelled that reservation so I could make a new reservation for 2 rooms for 1 night. Somehow, Expedia reserved 3 room for one night. When I checked into the hotel, I paid for and was given my 2 rooms. The next day, I find there was an extra room, which the hotel charged me for under a no show. Expedia admitted there was a mistake, but could not refund me for the third room because they said the hotel would not refund it. I booked through Expedia, it's their fault an extra room that I was unaware of was booked and charged to my card. Therefore, Expedia owes me for that extra room and I will not take a "travel voucher".
January 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $117.52. We understand that Ms. is seeking a refund after cancelling her reservation.Our records indicate on January 20, 2020, Ms. or an authorized user of the account self-booked a one-night hotel reservation at the *** by *** checking in on January 25, 2020 and checking out on January 26, 2020; along with a two-night reservation checking in on January 24, 2020 and checking out on January 26, 2020 via ***. A confirmation email was emailed to the email address on file, it was reviewed 10 times.
Our records also indicate on January 22, 2020, Ms. or an authorized user of the account self-booked two one-night hotel reservations at the *** by *** checking in on January 25, 2020 and checking out on January 26, 2020; via ***. A confirmation email was emailed to the email address on file, it was reviewed 17 times.
On January 27, 2020, the customer called stating that she was charged $94.92 for the reservation under itinerary ***. The customer advised our representative that she didn’t book the reservation. Our representative called the hotel and spoke with the front desk manager. The hotel will not allow a refund for the booking.
After further review on January 29, 2020, I was able to review the reservation, the confirmation itineraries, the cancellation itineraries, the notes on the account and our back office system. I verified on January 22, 2020, Ms. logged into our site and cancelled one of two rooms under itinerary ***. A cancellation confirmation email was emailed to the email address on file, it was reviewed seven times. A updated confirmation email was sent to the email address on file, it was reviewed three times. Based on the Ms. cancelling one of the rooms in the reservation on January 22, 2020 and leaving the other room active there is no refund.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use -Supplier RulesThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the *** by *** cancellation and change policy, Expedia is not able to honor a refund request for the reservation. The reservation needed to be cancelled prior to 6:00pm on January 24, 2020 to avoid the one night cancellation penalty. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
After cancelling the 2 rooms for 2 nights, I took a screenshot that said ALL rooms in this reservation have been cancelled. I took that to mean what it said and did not think there would be a room still under that reservation. I still hold Expedia at fault. Furthermore, I find it very disturbing Expedia is able to see how many times I view my emails. We have since disputed the extra charges by *** through our bank and have gotten the charges reversed. If anything else comes of this, I will refer *** to Expedia for the mix up.
Sincerely
Booked a trip to Vegas for 3/19/20 in late December and got charged almost $700, but when I tried to cancel without fee, they said that there was 0 refund. This is unacceptable as they will resell the ticket at full price while making 2x the money. SCAM and Should not be allowed to rob customers.
January 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. , Revdex.com case number *** regarding a refund for $669.01. We understand that Mr. is seeking a refund after requesting to cancel his flight reservation.Our records indicate on December 14, 2020, Mr. or an authorized user of the account self-booked on a mobile application a round trip flight departing on March 19, 2020 from Washington, DC, to Las Vegas, NV and returning March 22, 2020 along with the Cancellation Plan via ***. A confirmation email was emailed to the email address on file, it was reviewed 3 times.
On January 27, 2020, Mr. called in and requested to cancel his flight due to a change of plans. Our representative advised the ticket is a basic economy and advised it cannot be cancelled 24 hours after it was booked per the airline’s policy. Ms. was not okay with the explanation. Our representative also advised to file a claim with Travel Guard but Mr. asked for a supervisor. The call was escalated to a Supervisor who advised the customer that the ticket was a basic economy ticket that was non-refundable and non-voidable.
After further review on January 29, 2020, I was able to review the reservation, the confirmation itinerary and the documentation on the account. The customer made a reservation for a basic economy fare, and the fare rules and restrictions advised, ‘no refund 24 hours after booking. The customer is able to file a claim with Travel Guard and they would determine if the reason for cancelling is covered by the protection. Expedia cannot offer a refund for cancelling the reservation beyond the 24 hour period when the policy of the reservation stated no refund 24 hours after booking.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Terms of Use -Supplier RulesThe 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. *** rules and restrictions appeared as follows during the booking process and on the confirmation itinerary:Fare Rules and RestrictionsRestrictions include:•Pay to choose your seat•Carry-on bag not allowed•Pay to bring a checked bag•No refund 24 hours after booking•Changes not allowed•Bring a personal item•Upgrades not allowed•Board in the last group
The Flight Cancellation Plan appeared as follows on the confirmation itinerary:
Thu, Mar 19 - Mon, Mar 23
Itin # ***
Policy #***
You have purchased the Cancellation Plan. Please refer to your itinerary number when calling to ask questions or file a claim.*** suggest that they are contacted at *** if you need to file a claim.
Based on the above Expedia is not able to honor your request for a refund. Your flight reservation remains active, should it be cancelled a claim would need to be file with ***. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
We stayed at an ***) in Orlando, Fl. on 10/12/19. The reservation was booked via our travel agent. Late that night, when we arrived for the night, I took the cushions off the couch to get the pullout bed ready for my sons. As I removed the cushions, an empty spirits bottle fell out of the cushions. As we picked it up, we noticed Cheetos adhered to the floor. There were not enough sheets for the pull out bed or towels in the room. We called the front desk twice, waiting over 30 minutes before they were delivered, prolonging the time before our sons were able to go to sleep. Reluctantly we spent the night as it was too late to pack up the kids and go to another hotel. We were charged to park when there were 12+ cars in the temporary check-in spots for free overnight. No one was in line at the front desk that night, or the following morning, yet the spots were all full. I have photographs of the parking and spirit bottle complaints, the Cheetos unfortunately did not photograph well due to the carpet and lighting.
I contacted *** directly and they only offered a few *** points as a gesture. I contacted expedia as they were responsible for the reservation and after many attempts, I received the reply that they would only speak to our travel agent. I pointed out this was ludicrous as she did not spend the night with us in the room and was not aware of the conditions. On 12/26/19 my travel agent granted permission via email for expedia to talk directly with me (including both my name and contact information). They informed me that *** claims to have handled the issue. I pointed out my displeasure at their insincere gesture to which they agreed to look into the matter some more. After not hearing anything for a period I contacted expedia again who fell back on refusing to talk to me and would only speak with my travel agent.
January 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding a refund. We understand that *** is seeking a refund of $185.63 for the hotel reservation because of the problems that were experienced with the property.
Upon further research, we were unable to locate an Expedia account or reservation related to your complaint. We respectfully request that you provide us with the itinerary number of the booking and the email address used at the time of booking or the account number. The requested information will allow us to appropriately address your concerns.
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: I did not agree with the response from the company as those points will cover a purchase from the minibar. In addition, the credit expedia applied is a false gesture.They applied it to my travel agent's account and not the credit card that was used. So that does me little good other than for expedia to try to save face.
Sincerely
February 7, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the compensation he received from the *** by *** for the problems with his room and the $50 voucher that Expedia applied as a courtesy to the Expedia account that the reservation was created from. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. After speaking with Ms. and reviewing the voice mail message from Mr., as a one-time courtesy, Expedia has deactivated the $50 voucher from the Expedia account and applied a $50 refund to the card that was originally charged for the reservation. The refund will appear on the card in three to seven business days. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I bought and airplane ticket through Expedia.com. When I arrived to the airport, the airline (***) would not accept the ticket, because my first and middle names, and my first last name, were joined together, followed by my second last name. I had to buy another ticket on the spot, at almost double the price of the original ticket bought months in advance. On my return, *** did accept the original ticket.
January 29, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that on March 24, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Quito, Ecuador to Mexico City, Mexico departing on December 26, 2020 and returning on January 3, 2020. The flight includes a protection plan, for a total of $1536.26. We understand Mr., is seeking a refund of $500, as he was unable to use part of his flight.
On December 25, 2019, Mr. contacted Expedia to discuss the spelling of his name as it appears on his ticket. 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. *** airlines is the operating carrier and merchant of record (the entity that received the funds and is the company that charged the credit card) on this itinerary. Therefore, we contacted *** airlines for assistance they advised that Mr. may visit the airport counter for a possible resolution at his own discretion.
In addition, at the time of completing Mr. booking on our Expedia’s website, you agreed to our Terms of Use, which expressly state:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On January 24, 2020, Mr. contacted Expedia to request a partial refund for missing the outbound portion of his flight. In contacting, *** airlines we advocated on Mr.’s behalf by requesting a partial refund. Regrettably, *** advised that Mr. ticket has a $250 penalty fee that will be applied toward the remaining balance. However, after that fee is applied to Mr. ticket has no value. See the following restrictions associated with his flight:
*** Airlines: tickets are refundable with penalty fees
Cancellations: $100 fee for a refund
Changes: $150 fee for a refund
Total: $250.00
We request that Mr. submit a copy of his credit card statement or ticket purchased on December 26, 2019, documenting the charge. We ask that Mr. omit any personal information from his documents, for security purposes. Once received, Expedia will further assist Mr. in resolving this issue. The customer may submit the information through the complaint submission on the Revdex.com site.
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: 14115391
I am rejecting this response because: I expect as a matter of course that *** will refund me for the unused portion of the ticket bought through Expedia, minus $100, as per a phone conversation with an *** representative last week.
I also expect *** to reimburse me for the unused portion of the ticket bought on December 26, 2019 (the day of my flight to Mexico) without penalty as per the conditions of that ticket (communicated by the same *** representative last week).
With these 2 reimbursements I expect to receive close to US$800.
The second ticket I had to buy because *** rejected the ticket bought through Expedia in the trip from Quito to Mexico was close to $1,300. This is why I ask for reimbursement of the remaining $500.
I have been in touch with Expedia through Twitter (Direct Message) and I sent yesterday a picture of my Ecuadorian credit card statement. I send it again attached, with the indication that *** operates in Ecuador under the name Aerogal and that the currency we use in Ecuador is the U.S. dollar.
Sincerely
February 6, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** ( Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered for the flight reservation. We understand Mr. is seeking compensation from both Expedia and *** as he stated he may receive around $800, for the used portion of his flight.
On January 29, 2020 and February 6, 2020, we contacted *** to obtain Mr.’s exact refund estimation. The airline advised that Mr. may submit a claim for his reimbursement request with *** as he discussed. However, the value is determined by ***’s (refunds) department, Mr. ticket restrictions state the following, a $250 penalty fee will be applied and certain (taxes) per *** are non-refundable. Within, 30-days from the date Mr. submits his claim through the website address listed below, he will receive an email listing the value remaining.
See the following website link:
***
On January 30, 2020, Mr. provided a statement showing, "1297.84", charged by *** airlines, for a flight departing from Quito, Ecuador to Mexico City, Mexico on December 26, 2019. Therefore, Expedia processed a refund of $442.36, as a courtesy back to the customer’s original form of payment.
In respect to the currency conversion as mentioned by Mr. in his Revdex.com rebuttal, on February 6, 2020, we processed an additional refund of $581.82, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr. bank processes refunds generally within three to seven days.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to process any further compensation.
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
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.
While I do not exactly know how much *** will end up reimbursing me, I thank Expedia for hearing me, understanding the nature of the problem, and providing compensation. I also want to thank the Revdex.com.
Kind regards
Don't use Expedia unless you want to be separated from your money for extended periods of time.
I went to book tickets for a flight which I canceled within the 24 hour. Not only did Expedia not refund my money yet (it's been 3 days so far) but because of them an extra $746.49 was taken out of my checking account for no apparent reason.
They lied and said it was a verification of my a card however that's a bunch of malarkey. I never pressed the purchase or confirm button at all.
Most likely it was there software error.
They cannot tell me when that money will be put back in my account.
I had to create a fraud alert with my bank,
Needless to say it's over $1,300 that is not in my account that should be because of these fools
I will never use them again and beware if you do
BE VERY CAUTIOUS DOING BUSINESS WITH EXPEDIA!!! This is the 2nd time in less than 12 months that I've purchased flights through Expedia. Both times have been more than frustrating. The first time they quoted me a price (and sent me an email with this same quote)...however, when I looked at what Expedia charged my credit card, it was more than $40 than what I was quoted and in the email they sent me. I called to address this and they couldn't explain why they charged extra but just said that it was accurate.....I let it go b/c I didn't have the time to stay on the phone with them (I had already been on the phone with them for over an hour....and got nowhere). This most recent time, in January 2020, the same exact thing happened....I was quoted and sent 2 emails stating what my total fees where. Then, when I looked at my credit card, I noticed they charged me an extra $47.59. This time I wasn't going to let this go. I called and got someone on the phone who was polite, but had a very strong accent and could barely understand her and had to continually ask her to repeat what she was saying....she had a hard time understanding me. Finally, she escalated this to her manager and he asked me to forward the emails that I received showing the price they quoted me.....I did and he put me on hold for over 20 minutes (1 hour into the call at this time). He finally came back on and said he would credit me the difference (Finally!). I asked why I was charged and he said it was an accident....so 2 times using Expedia and 2 "accidents" of overcharging me. They are scammers and I'd advise no one to use them for travel arrangements. I'm sure they make a lot of these "accidents" and reap the profits.
February 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number ***),
regarding his statement of being overcharged by Expedia. Upon review, we were able to identify the issue experienced by Mr. The customer booked a flight for several adults and a child. During booking, he
was shown and agreed to pay a certain amount for his flight for all passengers;
however, after booking was completed, he received an email confirmation with a
total that deducted the cost of the child’s ticket. We reviewed the customer’s booking session
and can confirm that the amount he was charged was the exact amount he accepted
at the time of booking. We are aware of the system error that deducts the
child’s ticket cost from email confirmations and customer-facing site after
booking, and our engineering team is working on permanently resolving it.This error is not intentional, and we regret Mr. experience was
not as we would have hoped and apologize for any subsequent inconvenience
caused. In addition, we can confirm a refund of $47.59 was provided to the
customer on January 27, 2020, due to his experience. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Gayana W Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Yes, the refund was sent to me due to the error Expedia made....twice in less than 8 months...the same "error". If I had not caught this error and called to express concern, I would not have automatically received a refund. Additionally, the response from Expedia is not accurate. Rather than writing an essay, I'll make it simple.....Expedia quoted me, both over the phone and in 2 emails they sent me, that the total charges would be a certain amount...PERIOD. They then overcharged me as they did less than 8 months prior. I agreed to what they quoted me and I'd be glad to share the documentation/paperwork indicating this....they tacked on extra fees that they explained were a "mistake" when I called Expedia to express these concerns.
BEWARE TO FUTURE CUSTOMERS OF EXPEDIA....watch what you are quoted in writing and what Expedia actually charges you.
Sincerely
Never again. I used Expedia site to make a hotel reservation for a funeral we had to attend (obviously a specific date!) so used the non-refundable rate. After entering my email, my "Reservation Itinerary" popped up. No chance to review. No chance to confirm. And, we now had a room reserved for 2 weeks after said funeral! I called immediately. Sure .... they can change it, but now our $91 room will be $145. This has happened with other reservation sites in the past. What a way to make a profit. Done. You have to pay a bit more to contact the hotel directly, but worth saving the aggravation. Do I have to leave ANY stars?????
Expedia charged my banking account twice for a trip booked. They are holding the amount they charged. I have contacted them and asked that the charge be refunded immediately.
January 27, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on January 25, 2020, Mr. or an authorized account user self-booked a package on Expedia’s Mobile Site under itinerary ***. Travel is with *** Airlines, traveling from Atlanta, GA, to Las Vegas, NV departing on February 2, 2020 and returning on February 5, 2020. The package includes a hotel and package plan with stay at *** for a check in on February 2, 2020 and a check out on February 5, 2020.The total cost of the package is $1161.13. We understand Mr. has multiple charges for a package reservation, he is seeking a refund for $833.41, based on an overcharge.
On January 25, 2020, Mr. contacted Expedia to discuss multiple charges found on his credit card after purchasing a package. We explained the following, each time a purchase is attempted on Expedia, a credit card authorization is made to verify that the account has funds available for purchase. When a payment is unsuccessful, the credit card company creates a temporary security hold on those funds.
We verified the amount of USD $833.41 Mr. is describing within the Revdex.com complaint is a temporary hold as that charge was cancelled in our system. The amount was posted on January 25, 2020, to validate the purchase of his package under itinerary number: ***. Most credit card authorizations fall off within 24 to 72 hours. However, each bank or credit card companies policy can differ.
At this time, we are requesting Mr. submit a copy of the credit card statement documenting the additional charge. We ask that Mr. omit any personal information from the document, for security purposes. Once received, Expedia will further assist Mr. in resolving this issue. The customer may submit the information through the complaint submission on the Revdex.com site.
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