This company is awful. I had such a terrible experience with this company. I would not recommend using it. The customer service and management team were so awful. If you are planning a trip don't go through them. Use another service.
I booked through Expedia, a flight from Cleveland to Toronto (***) and then Istanbul and Tel Aviv (***) with a return flight, scheduled to leave on February 13, 2019. The first leg of this flight was cancelled by *** due to weather problems in Toronto. *** was unable to rebook me, so that I never left Cleveland. I have been unable to get a refund, despite lots of effort. *** and Expedia keep telling me to contact the other one and I have been getting the runaround. I have many emails documenting this.
I believe that Expedia, as my travel agent and the company I paid for my fare, owes me a full refund.
Expedia.com Response
• Jan 30, 2020
January 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight. We understand *** is
requesting a refund.Our
records indicate on November 14, 2018, ***, or a person
authorized for the Expedia account, booked a roundtrip ticket with Turkish
Airlines, traveling from Cleveland, OH, USA to Tel Aviv, Israel, departing on
February 13, 2019 and returning on February 25, 2019.Expedia
is a third party intermediary that offers items from travel suppliers, such as
airlines, hotels and rental car agencies. *** is the travel supplier,
and merchant of record (They collected the charges for the flight that they
were providing). Any refunds must be provided by the airline. Some of
the flights with *** were operated by ***. *** exchanged
the flights on February 13, 2020. We contacted *** and they
advised they cannot provide a refund because *** provided flights. *** advised that they did exchange the flights and the ticket appears to be
used. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Jan 31, 2020
Complaint: 14113999
I am rejecting this response because: There are inaccuracies. Specifically, Air Canada never rebooked me. Below is an email from Air Canada sent on September 3, 2019.
I have written to Turkish Airlines to process your refund and bill Air Canada for your unused ticket.The original issuing airline is responsible for processing the refund.Sincerely,***Air Canada Refund Services
Sincerely
Expedia.com Response
• Feb 05, 2020
February
5, 2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint number ***.We can
refund the $905.22. When we attempted to process the refund we were unable to
complete it because the original form of payment ending in *** is expired.
Once we receive the year for the new card we will be able to process the
refund. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Feb 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked *** and Marina, Puntarenas, Costa Rica, EXP # *** and paid full for four days. Since what I found there was not what ***/Expedia offered, I decided to leave early and ask for refund for the last two unused days. This is what is written on ***’s website:
At ***, relax at one of the 2 outdoor swimming pools, play on the nearby beach, or spend the day at a marina. All 62 individually furnished rooms feature free WiFi and room service. For a bit of entertainment, plasma TVs come with cable channels and guests will also find Egyptian cotton sheets and showers.
I booked one of the 62 "individually furnished rooms" which is a new building hotel, but I was given a room in an old adjacent building with 30 rooms. "Beach nearby is a joke" wrote another *** customer in his review. I did not see this review before, but *** should ask its partner, Puerto Azul, to remove the “one minute walk beach”. That place is not only disgusting, but very dangerous with broken glass and corroded pieces of iron from an old rail road. In the second day of my stay, I was swimming in one of the pools. The hotel guard came and asked me to leave from that pool. I could not believe it. I was swimming quietly, not jumping, like other local guests. I paid for a new hotel with beach within one minute walk and 2 pools. No new hotel, no beach, no second pool and guard talk to me like I was an uninvited guest. It was too much to swallow. I called *** rep, Ruth on Dec 28 at 7 pm and told her the problems and ask for a refund for the last two days, Dec 29 to Dec 31. Ruth talked to the afternoon shift receptionist and cancelled my reservation. The receptionist told Ruth that she cannot approve the refund, but she will notice the supervisor. Ruth, also promised to follow up next day.
Expedia.com Response
• Feb 02, 2020
February 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms.
*** is requesting a refund for two unused nights due to an early check-out at
the property.
Our records indicate that on October 8, 2019, Ms., or
an authorized user of his Expedia account, self-booked
a hotel reservation using Expedia’s website, under itinerary ***,
with stay at the *** for
check-in December
27, 2019 and check-out December 31, 2019.
Upon review, we are sorry to
learn about your experience with ***. As
you may know, Expedia.com acts only as an independent reservation’s agent for
hotels. If one of our customers has an unsatisfactory experience during
their trip, we want to take the appropriate action. We encourage customers to
contact us from the hotel if the accommodations are not satisfactory upon
arrival. This enables us to attempt to find a resolution at that time.
We contacted the property on Ms.’s behalf, regrettably,
they have denied the refund request. However, for Expedia customer we have
placed a $200.00 Travel Coupon into her account. The coupon was
deposited on 2/2/2020 and is available for
immediate use. The coupon can be
redeemed toward the future purchase of an Expedia Rate Hotel either as a
standalone reservation or in a Vacation Package. The coupon is valid for one
year from the date of issue. We hope Ms. will allow us the
opportunity to
improve upon your experience in the future.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us.
I was trying to purchase a trip. Transaction did not go through but now there is $1,468 being held between two of my cards against my will. They are not providing me with an authorization number to provide my bank to release funds.
Expedia.com Response
• Jan 31, 2020
January 31, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case
number ***), regarding two authorization holds in the amount of $734.00
each on her credit cards incurred due to failed bookings. We understand Ms.
is requesting release of said authorization holds.Our records indicate that on January 21 and 22, 2020, the customer, or an
authorized user of the Expedia account, attempted to self-book a package on
Expedia's website. The customer made multiple attempts to book a package;
however, all attempts were unsuccessful. Upon review, on January 21-22, Ms. contacted Expedia and advised of charges on two
credit cards she used for the failed bookings. We explained that each time a
purchase is attempted on Expedia.com, a credit card authorization is made to
verify that the account has funds available for purchase. When payment is unsuccessful, the credit card
company creates a temporary security hold on the funds. Most credit card
authorizations fall off within 24 to 72 business hours. However, each financial
institution’s policy is different. When a credit card authorization is made
by Expedia, we are happy to assist our customer by contacting the credit card
company and providing a letter releasing the hold. A transaction ID is required
by financial institutions in order to expedite release of the hold. However, in
instances, when an authorization hold is made by a supplier (an airline or a
hotel), a transaction ID gets generated on their end and we don't have access
to this information. We contacted JetBlue, the airline associated with the
transactions in questions, on behalf of the customer, but they weren’t able to
assist us with obtaining a transaction ID. At this time we advise the customer
to wait until the authorization holds from JetBlue fall off her credit cards. She
is also welcome to reach out to the airline directly for further assistance as
they are the merchant of record.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
In April 2019, I purchased at trip to Paris for my son and his girlfriend (*** and ***, both adults) so they could join us for Christmas while we were there. (12-25-2019 to 12- 31- 2019, Itinerary ***). Their flight connected through Montreal to CDG. At no time did anyone at the Expedia agency tell us that *** would need to apply for an ETA document to her passport in order to board the flight because Canada requires it. I was on the phone for at least 6 hours with a rep on several different occasions between April and December to be sure everything was recording correctly on the tickets (the names weren't complete), and at no time did anyone tell us an ETA was needed in addition to the passport. The Expedia rep DID tell me that our purchased flight insurance would give us 100% coverage if they needed to cancel, as long as it was before the plane took off the ground. On Christmas day, *** was turned away from the *** counter and she could not fill out the form and get govt approval in time to make the flight. Expedia reps on the phone told me that the insurance wouldn't refund us because we needed to apply for a refund 12 hrs before the flight took off. Of course, this makes no sense for insurance, and we were told on several occasions that the insurance would cover problems at the airport that might delay or cancel the trip. I asked her if I could cancel the trip anyway and apply for the insurance, and the rep said that it wouldn't do any good, and I wouldn't get a refund. I'm infuriated that Expedia uses deceptive practices to sell and advise on insurance and doesn't inform passengers to get what they need to complete travel. *** insists that whoever sold the ticket needed to inform us of the required docs, but the Expedia rep said, "we're not an agency, so we don't have to tell you anything." So we bought the insurance, called the reps, did everything they told us to do, and STILL we lost a family vacation with our son.
Expedia.com Response
• Feb 02, 2020
February 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package
reservation. We understand Ms. is requesting a full refund of the
itinerary as the passengers were denied boarding by *** during travel.
Our records indicate that on April 12, 2019, Ms.,
or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under ***
for two travelers. Travel on *** (operating carrier) on December 25,
2019 departing Dallas, Texas to Paris, France. Returning on ***s
(validating carrier) on December 31, 2019, with stay at the Ibis Paris Bercy
Village 12eme and added Travel Protection Package Protection Plan.
After further researching this matter we have confirmed the
reservation was purchased by Ms. or an authorized user on the account,
without the assistance of an Expedia representative. Prior to purchasing the
reservation Ms. was provided with the terms and conditions associated
with her reservation.
It is our customer’s responsibility to review all Rules and
Regulations prior to booking any travel. As Expedia does not issue visas or
passports, we advise all customers to refer to their Embassy or Consulate for
travel document requirements. We understand the inconvenience she has
experienced, but we are unable to provide a refund of the customer’s flights
due to this issue. Per the confirmation email, it states:
If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations.For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,
Dez MCorporate Correspondence Team
Customer Response
• Feb 02, 2020
Complaint: ***
I am rejecting this response because:*** representatives confirmed that Expedia is acting as agent in these package booking deals on Expedia.com and is responsible for informing customers that the necessary travel documents are required for boarding a plane that connects via Canada.
Anyone that books through Expedia should know that they are the most unhelpful, and unreasonable people, because all they care about is money but nothing else., very unhelpful people.
Booked in December for a Jan 19-22 stay. I couldn't make the trip from NY, because my mother had visa issues since she isn’t American. I contacted the hotel one week before my scheduled arrival to ask them to please cancel the booking. They said sorry I had to go through Expedia to cancel. I contacted Expedia and stayed on the phone almost an Hour, and they finally said they would contact there offline team to contact the manager since he or she wasn't around to cancel the booking. After that I never heard back from Expedia. I contacted expedia again, and chatted for almost an hr, same story. They couldn’t reach the manager. I even asked they to change the date so I could use it another time, but the refused. This is unbelievable that even expedia couldn’t help me save my money from this hotel.
Now on the day I was supposed to check in which they already knew I wasn't because I had been contacting them to cancel the booking. A Mr. Dumitru M contacted me that I would lose my reservation for the 3 days if I didn't check in. My problem now is, didn't I and Expedia contact them to cancel the reservation so I could get my money back? Shouldn’t this be taken care of already? After I contacted him back he replied and told me he didn't get the cancellation request from me or expedia. This I have been doing for a week, but no one knew about it and they still kept my money for 3 days, even if I never stayed there.
If you have a choice, choose a hotel that the staff is helpful in case you have a problem, because these people will be happy to keep your money even if you give them all possible reasons to help you out. Very very unreasonable, greedy and heartless.
I had booked travel using Expedia, I had also purchased the travel insurance. My family’s plans had changed and submitted a claim with the insurance company to be refunded. The insurance company has declined my claim. The airline tickets had also been canceled. I do not understand why travel insurance was offered to me if they cannot refund the money
Expedia.com Response
• Jan 24, 2020
January 24, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a refund request for airline tickets.
Our records show on November 25, 2019, Mr. self-booked a round-trip flight reservation on Expedia.com for two passengers via itinerary number ***. The trip start date was scheduled for April 15, 2020 and returning April 20, 2020. We understand from the complaint, Mr. believes that because he purchased the Travel Protection Cancellation Plan he should be refunded the amount that he spent. Mr. is requesting a full refund of the airline tickets, a total of $410.60.
Upon researching the customer’s complaint we can confirm that the customer canceled his airline reservation on December 27, 2019. Mr. then filed a claim with the insurance provider to request that he be fully refunded since his travel plans had changed. The insurance denied the refund request since it did not meet one of their required reasons. The Travel Protection Plan Mr. purchased may only fully refund for covered reasons such as injury, sickness, death in the immediate family and other reasons outlined in the Terms and Conditions of the protection plan.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline.
We do regret any inconvenience Mr. has encountered in resolving this matter. 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 at ***
I went online on July 22nd and searched for one room accommodations for 5 people near Dulles airport. Expedia's search returned a "Suite, 1 Bedroom, Business Lounge Access with sofa bed" at the ***. I booked this room in tandem with my flights for 5 people from StL to Dulles at the combined rate of $1776. When we arrived at *** the front desk told us that such a suite for 5 people with a sofa bed does not exist. The only room they could offer me was a standard double. That night we had 5 people in beds for 4 people. Needless to say there was NO SLEEP and it was not a suite but a standard. After filing a complaint, Expedia refunded me $38.14. I have no idea how that was computed. When I look Expedia today, Expedia still claims this room sleeps 5 people and states the rate for the room is $322. I followed up by emailing and they indicated I had to call in. I called in and spoke with a representative who indicated she would work to investigate the matter with *** and would call me back the next day. She never called me back. I followed up with an email requesting an update and they indicated via robot message that I had to call for refunds. I have wasted SO MUCH time. It is crazy that they sold me a King suite that accommodates 5 people but when I arrived, it was a bait and switch...per ***, that room does not exist.
Expedia.com Response
• Jan 30, 2020
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
We understand Ms. is requesting compensation as she arrived at the property
and were told her suite not available and
was given a standard double room type.
Our records indicate that on December 13, 2019, Ms., or
an authorized user of his Expedia account, self-booked
a hotel reservation using Expedia’s mobile app, under itinerary *** for a total of five travelers. Departing
on *** to
St. Louis, MO for December 18, 2019 with stay at the
Washington Dulles Airport ***.
The
room type on the reservation was One Bedroom Suite, Business Lounge Access with
a special request for a non-smoking room. We understand when the customer
arrived at property, they were unable to accommodate her request. The customer
agreed
to a non-smoking room standard double as suites was not available.
We are sorry to learn about Ms. experience with the Washington
Dulles Airport ***. As you may know, Expedia.com acts only as an
independent reservation’s agent for hotels. If one of our customers has an
unsatisfactory experience during their
trip, we want to take the appropriate
action. We encourage our customers to contact us from the hotel if the
accommodations are not satisfactory upon arrival. This enables us to attempt to
find a resolution at that time.
We
contacted the property on Ms.’s behalf and was advised the customer
received a $38.14 refund as equivalent to the standard room type, she accepted.
Therefore, the full refund has been denied. Because Ms. is a valued
customer, Expedia
issued a $100.00 coupon valid towards the future purchase of
a stand-alone Expedia
pay-now or package reservation. This
coupon will appear automatically in the booking path for qualified reservations
and will be valid for one year from the date of this
letter. We
hope Ms. will allow us the opportunity to improve on her experience in the
future. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter,
please feel free to contact us. Sincerely,Dez M
Corporate Correspondence Team
Customer Response
• Jan 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I contacted Expedia to make an airline and hotel reservation. (There cancellation policy is 100% refund within 24 hours.) Within 3 hours I contacted Expedia and cancelled the travel. They cancelled the whole travel reservation and emailed me cancellation. This occurred on 11/25/19. As of today 12/20, I still have not received credit for the charge by Expedia of $1,174.70. This is a total scam by Expedia. I contacted my Bank, ***, and disputed this charge and put it on hold. I will not pay Expedia for a trip that was cancelled per their policy and where they acknowledged the cancellation and refund. Thanks for your help. *** (***).
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 Mr. ***, Revdex.com case number *** regarding a refund for $1,174.70. We understand that Mr. is seeking a refund after cancelling the reservation within 24 hours.
Our records indicate on November 25, 2019, Mr. or an authorized user of the account self-booked three package reservations with a roundtrip *** flight departing on April 9, 2020 from Newark, NJ to Denver, CO and returning on April 15, 2020 from Denver, CO to Newark, NJ, along with a six-day *** and the Cancellation Plan via ***. A confirmation email was emailed to the email address on file, it was reviewed three times. The customer called back in and wanted to cancel the reservation, he had a change of plans. Our representative voided the reservation. A refund of the charges was submitted back to the original card that was charged.
On November 26, 2019, the customer called in and requested to have the cancellation confirmation resent.
On January 22, 2020, I reviewed the reservation, it was voided on November 26, 2019. The charge was refunded in three increments; $78.00 for the cancellation plan, $300.56 for the rental vehicle and $796.14 for the flights. The total amount of the refund was $1174.70 on November 25, 2019. I called Mr. and left a message that I would need his full credit card number to check another one of our systems for the refund.
On January 28, 2020, I emailed Mr. asking him to let me know of a number to call him on so that I could get his credit card number and check on the refund. He replied for me to telephone him at 10:00am at a specific number.
After further review on January 29, 2020, I telephoned Mr. and we discussed the refund showing processed on November 25, 2019 in three increments. Mr. advised that he recalls seeing the date and amounts on his banking information and feels the situation has been handled already. I advised that I would be closing the Revdex.com complaint based on our conversion as resolved and he agreed.
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.
After 15 years of loyalty with Expedia planning all my business trips and vacations to my large family, this trip is becoming a nightmare that is not over yet. I made a reservation of this property with more than 2 months in advance (all payments and security deposit were made).
Last January 1st , I drove more than 16 hours with my family and guests to this location with all instructions provided by *** (Expedia’s company) and owner of this property with weeks in advance. Well, they sent us the incorrect passcode to access this property. After 22 attempts of calls, emails, text messages for more than an hour to the property owner, no one helping us and our only option was to find an hotel for 9 people at 2 am.
The next day, we called Expedia to ask for an explanation in order to recover my money and they transfer me with *** and after that with *** (poor and rude customer service). After many evasive actions from this company and the property owner without giving us a solution or a written response via email about what they are going to do in order to fix this error as soon as possible, we went to the Gatlinburg Police department to fill out a report about this potential scam and back to our home state few days later scaling it to legal instances in order to recover all my money.
We will let you know if we could recover our money from the property owner and that company *** and how long we had to wait for a formal response/solution. Thanks Expedia for this unforgettable experience.!
Expedia.com Response
• Jan 30, 2020
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a full refund as he arrived at the property and was provided the incorrect pass
code which caused him to stay at a different hotel.
Our records indicate that on November 13, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** for a total of nine travelers. With stay at the
***, Just Renovated With a Million $ View for check-in January 1, 2020 and check-out on January 5, 2020.
We reached out to the property on Mr. *** behalf and was advised that the customer was not charged for the reservation. In effort to resolve this matter, to verify if this information is accurate we are requiring a bank statement for further
review. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez M
Corporate Correspondence Team
Expedia.com Response
• Feb 16, 2020
February 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response or resolution offered.
We are truly sorry for any lack of service Mr. received while trying to resolve this situation. It is never Expedia's intent to mislead or to inconvenience our clients, as the Mr. may know this is an online only based reservation. We are a third-
party agency and have no financial relation to his hotel reservation and cannot refund any request.
*** informed us that his case has been forwarded to a higher department and Mr. needs to continue to reach out to them regarding his refund request at the phone number provided.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez MCorporate Correspondence Team
Customer Response
• Feb 18, 2020
Complaint: ***
I am rejecting this response because the transaction that I made was with Expedia. Who is the legal responsible to refund the money if the service offered by this property owner was a scam.?
I do not understand how you poorly handle this issue. Long time customer with you guys. I used to plan my vacations and business trips through your platform. Flying around US, Caribbean, South America and Europe for years. For sure, we had been doing business for 10 times more than the money stole by this property owner.
I am more dissapointed in the way that you treated me as a customer with this situation. I feel that you abused my loyalty and took advantage of my trust and credibility that we build together during these all years (between a believer of Expedia and you as a brand)
The most frustaring thing is to see how that person (property owner) has stolen my money for a service (scam) that was not provided and you guys have done nothing (passive status) to protect and save our long time business relationship. I am looking forward to see from you guys any other solution or alternative to solve this impasse.
On December 17th, 2019, I booked a flight and hotel combination for my mother to travel to Mexico. I booked that package on Expedia.com and the check in date was December 26th, 2019. On December 24th, my mother (who is 78 years old) slipped and fell, resulting in 2 slipped disks in her back. She was not allowed to travel by her doctor. While I did not purchase travel insurance, I did reach out to Expedia and to the hotel prior to the check in date to inform them. Per the stated policy on Expedia's website, the email I received confirming the reservation, and the link to my itinerary on my reservation, the cancellation policy for this hotel was a forfeiture equal to 2 nights stay. When I contacted Expedia, I was told I would receive a refund for the difference, but this has not been processed. When I then followed up, I was told that the hotel had a cancellation policy that differed from what was posted on all of my documentation with Expedia. However, EVEN under the unknown policy, I would still be entitled to a refund as I contacted both Expedia and the hotel prior to check in, and I have that in writing.
I am being told that Expedia can do nothing about the hotel policy, however my contract was with Expedia directly and not with the hotel, and Expedia provided multiple examples of one cancellation policy. Had they provided the augmented policy, I would not have booked that hotel. This is an example of Expedia hiding behind a poor customer service policy in order to not have to deal with complaints and it needs to be rectified. If this is not successful, my next step will be a lawsuit.
Expedia.com Response
• Jan 31, 2020
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 request for the hotel reservation.
As of the response deadline of this complaint, we have been unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
Sincerely, Di-Di F Corporate Correspondence Team
Expedia.com Response
• Feb 12, 2020
February 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund for the hotel reservation.
Our records indicate on December 17, 2019, Mr. or an authorized user of the account self-booked a package reservation with a roundtrip *** flight departing December 26, 2019 from Albuquerque, NM to Cancun, Quintana Roo, Mexico and returning on January 4, 2020; along with a nine-night hotel reservation at *** via itinerary ***. A confirmation itinerary was emailed to the email address on file, it was opened and reviewed 19 times.Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that from December 27, 2019 through January 2, 2020, there were numerous email communication between, Expedia and Mr., Mr. and Expedia and Expedia and the hotel. Expedia communicated with the Mr. via email along with inquiring with the hotel on a possible waiver of the penalty. After numerous emails to the hotel, the hotel replied on January 2, 2020, advising they could not waive the no show penalty or authorize Expedia to refund. Expedia emailed the customer advising of the hotel’s denial.On December 29, 2020, Mr. communicated with our Social Media Team and advised that he needed a refund for the hotel reservation. Mr. advised he needed to cancel the hotel reservation due to his mother’s surgery. Our representative called the hotel but there was no answer.On January 2, 2020, Mr. communicated with our CHAT Team checking on the status of the refund for the hotel. Our representative advised once the hotel reviews our request and advises we will be able to respond. The customer stop responding in CHAT and the CHAT ended.On January 23, 2020, the customer called in to follow-up on the refund for the hotel reservation. The customer stated he was previously advised by a supervisor that he would get a refund. The representative advised that the waiver had been denied and Mr. advised he was supposed to get a refund for the remaining nights. After further review on February 12, 2020, I reviewed the reservation, the confirmation itinerary and the notes on the account. The hotel cancellation and change policy states:
Important Hotel Information
Although Expedia does not charge a fee to change or cancel your booking, *** may still charge a fee in accordance with its own rules & regulations.Cancellations or changes made after 6:00pm (Mexico Standard Time) on Dec 19, 2019 or no-shows are subject to a property fee equal to the first and second nights rates plus taxes and fees.View your online itinerary for additional rules and restrictions.
Despite the above, Expedia reached out to the hotel on February 10, 2020, and advocated on behalf of Mr. to see if the hotel would allow a refund. I was advised that the hotel will not allow any waiver. The hotel has denied Mr.’s refund request.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope Mr. understands that we must adhere to the policies dictated by the hotel, in this case ***.Our Terms of Use Provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above, Expedia is unable to honor Mr.’s refund request. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 14, 2020
Complaint: ***
I am rejecting this response because:
The response sent by the business is nonsensical. The terms and conditions referenced have nothing to do with this instance. What I am asking for is adherence to Expedia's posted terms for this purchase, which are shared in multiple locations. There has been no explanation as to why Expedia will not honor these terms.
Further, Expedia's contention that it is solely an intermediary is patently false as my charges were with Expedia only and not with the hotel. If Expedia cannot get the hotel to honor agreed terms, that is an issue between the two companies and does not concern me.
The next step is filing a lawsuit to recoup these costs. Not only will Expedia be liable for the amount, but also attorney's fees and filing costs, and obviously the cost to defend will be much more than the original amount in question. In addition, a successful lawsuit will apparently change Expedia's fraudulent business practices and ensure that future complaints will not be able to hide behind the guise of Expedia being an intermediary, as that is the company that takes the initial payment.
Reservation#: ***
Expedia has provided the worst customer service that I have ever experienced. After booking a flight five months in advance, it was rescheduled. The rescheduled flights were several hours later, which does not work for my schedule. I just spent two hours on hold with two of the most incompetent individuals that I have ever dealt with. They did not provide me with a comparable resolution for my issue, left me on hold several times for excessive amounts of time and disconnected the line and transferred me to *** in the middle of me speaking. So not only did they pass the buck but they caused me to waste two hours of my day. I understand that Expedia is at the mercy of the ***, but as the consumer of Expedia, they need to do right by their customers.
Purchased Departure Flight:
April 24th at 9 AM LGA -> ORF
Direct flight
Flight Change:
April 24th at 2:25 PM LGA -> ORF
Purchased Return Flight:
April 26th at 12 PM ORF -> LGA
Direct flight
Flight Change:
April 26th at 4:22 PM ORF -> LGA
Expedia.com Response
• Jan 30, 2020
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his account. We understand Mr. is not in agreement with the options that was provided by *** and would like
different selection.
Our records indicate that on December 2, 2019, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** from
New York, NY to Norfolk, VA from April 24, 2020 and returning on April 26, 2020.
We contacted *** to review new options that is close to his original flight and were provided the following:
•departure: *** (LGA) New York, LaGuardia departing at 6:00am connecting in (DCA) Washington, Ronald Reagan and arriving in to (ORF) Norfolk, VA at 9:50am.
•return: *** (ORF) Norfolk, VA at 6:49am and arriving in (LGA) New York, LaGuardia at 8:15am.
Please be aware that when the airline makes changes to flight schedules, all passengers on the original flight are affected regardless of how they purchased their tickets. Mr. purchased his tickets from Expedia, it does not subject him to additional
changes or less accommodating resolutions from the airline. Expedia does not have a direct control over the flight schedules of the *** especially regarding involuntary schedule changes.
If Mr. is satisfied with the options mentioned above, please reply with an approval so that we can confirm the flights and reissue a new ticket. If he is not satisfied, he is welcome to rebook a brand-new ticket and receive a full refund upon request.
We apologize for the inconvenience this may have caused.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez MCorporate Correspondence Team
Customer Response
• Feb 04, 2020
Complaint: 14106492
I am rejecting this response because it is unacceptable to me. Please issue me a full refund immediately. Expedia has just lost several customers and I will make it my mission to ensure they lose many more.
Sincerely
Expedia.com Response
• Feb 05, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response or resolution offered.
Because we value you as a customer, and regret your experience was not as we would have hoped, Expedia is happy to honor your refund request of $313.20. A refund of $313.20 was sent up for processing as of today, February 6, 2020 back to your original form of payment. Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them.
To explain it further, the refund is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two billing cycles for the refund to appear in your credit card statement
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Dez MCorporate Correspondence Team
Customer Response
• Feb 05, 2020
Complaint: ***
I am rejecting this response because:the turn around time on the refund is completely unacceptable. I have to wait months for a refund but you knew how to take the funds out of my account immediately. Conducting business with Expedia is like conducting business with a clown. I need a refund within 7 business days or I will escalate this to the Office of the Attorney General.
I used expedia to book a room in Beaufort, S.C. I decided to call and cancel and they said ok but if you cancel you wont be refunded. So I said if I have to pay then nevermind I will go and they said no, you already said to cancel you cant change your mind. So they canceled my reservation and I still paid. Even though my reservations said cancel 24 hours before and dont get penalized.
Product_Or_Service: Hotel room
Expedia.com Response
• Jan 23, 2020
January 23, 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 $97.49. We understand that Ms. *** is seeking a refund after cancelling the reservation.Our records indicate on September 23, 2019, Mr. *** or an authorized user of the account self-booked a two-night hotel reservation at the *** at Highway 21 checking in on October 4, 2019 and checking out on October 6, 2019 via ***. A confirmation email was emailed to the email address on file.On October 2, 2019, the customer called in and requested a for refund for the canceled reservation. Our representative advised it cannot be refunded since it is already cancelled and it was non-refundable. The customer sked for a supervisor. The call was taken over and the customer cancelled the reservation online and wants to get a refund. The customer claims she has until October 2, 2019 to cancel. She stated if she can’t cancel it and be refunded she would rather keep the reservation. Our representative advised the reservation was non- refundable and since it’s been cancelled we cannot reinstate it. Our representative called the hotel to get waiver.
On October 3, 2019, another representative contacted the hotel and they hotel advised they would reinstate the reservation.After further review on January 23, 2020, I reviewed the reservation and the notes on the account and contacted the hotel. They advised the reservation would be reinstated on October 3, 2019. The was reservation it was cancelled and also shows that they reinstated it. The hotel advised the guest stayed October 4-6, 2019 and checked out on October 6, 2019. Based on the information supplied by the *** at Highway 21, Expedia is not able to honor a refund request for the reservation when the hotel advised they reinstated the reservation and the reservation was used.
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. 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 23, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Expedia.com Response
• Jan 31, 2020
January 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding the denial of the refund for the cancelled reservation,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. We contacted the *** at Highway 21 and they advised that they would not be charging Expedia for the cancelled reservation and advised it was okay to issue a refund for the reservation. Expedia has issued a refund for $297.49, the refund will appear in three to seven business days. A refund receipt has emailed to the email address on file.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
Customer Response
• Jan 31, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked reservation for hotel and within the 24 free cancelation period called to shorten stay by one day instead of checking in on the 12 we will check in on the 13th they told me on the phone I should consider it done but when I called to confirm they told me they couldnt do it so I would have to pay for that day the problem is they are supposed to notify me so I could have canceled the booking and rebooked as it was still within 24 hours of original booking Itinerary # ***)
Expedia.com Response
• Jan 23, 2020
January 23, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request.
Our records show on January 8, 2020, Mr. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking-in on January 12, 2020 through January 16, 2020. The total for the room was $1311.99. Mr. paid $1177.93 with his card and the rest was paid with Expedia Reward points. We understand from Mr. complaint he called Expedia on January 9, 2020, to ask if he was able to change the check-in date to January 13, 2020. The agent he spoke to mentioned she would assign the case to another department who would then get in contact with Mr.. Mr. mentions no one contacted him and the reservation went into penalty and was charged for the first night. Mr. is requesting a refund for the night of January 12, 2020.
Upon researching the customer’s complaint, the customer should have been given the option to cancel his reservation while he was on the phone with the agent on January 9, 2020. I have taken the liberty of refunding the amount paid for the first night which is actually $270.96. I have also provided the customer with a $50.00 Expedia Hotel Coupon for future use. The coupon is valid for one year and is available when the customer books online or by contacting Expedia customer support by phone. The refund for $270.96 should appear on the customers account within 3 – 7 business days depending on his financial institution.
Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Mr. encountered in resolving this matter.
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,
Daniel A
Corporate Correspondence Team
Expedia.com Response
• Jan 28, 2020
January 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel reservation refund request.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an airline ticket refund request.
Our records show on January 8, 2020, Mr. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking-in on January 12, 2020 through January 16, 2020. The total for the room was $1311.99. Mr. paid $1177.93 with his card and the rest was paid with Expedia Reward points.
Upon researching the customer’s complaint on January 23rd, 2020, I processed a refund for the first night which included tax. The total refund was in the amount of $270.96 and he was provided with a $50 hotel coupon that can be used within one year of the date issued. Mr. submitted a rebuttal and has requested an additional $50 which he claims is for the amount of tax he paid. I have attached a breakdown of the total amount Mr. paid for each day which includes taxes and fee $1311.99. Please see below.
Sunday, January 12, 2020 - $270.96
Monday, January 13, 2020 - $358.71
Tuesday, January 14, 2020 - $385.04
Wednesday, January 15, 2020 - $297.28
Total = $1311.99
Expedia will not provide any additional refunds since we have provided Mr. will a full refund of the first night. Furthermore we have attached the Terms of Use Mr. accepted when he completed the booking.
LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Corporate Correspondence Team
Customer Response
• Jan 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, when I tried canceling online it showed that I am supposed to get $302 it just didnt go thru so expedia is not being so truthfull here but I wish not to keep this case open so I will accept its outcome
Thought I was on the hotel website but it wasn’t it was ***. Booked a room and after booking they then tell you it’s non refundable. Didn’t know this was a third-party site I wouldn’t of made the reservation I thought it was the hotel website!
My family and I attempted to stay in a hotel I purchased through ***. Upon arrival, we were very alarmed. The hotel did not resemble the photos representing the ***, during booking. Upon checking into our room, we were more disturbed to find the room held a pull out sofa made up as our second double bed, broken windows; which could be used for public access to the dining area and into our room. The lamp, shower and sink were broken. Floor and room were untidy with wall stains and a mildew smell. My son was injured by the shower head when it fell off and hit him.
Upon bringing these issues to the attention of the front desk, we were not offered any assistance. Willing to seek the good in all of this, we were refused a room transfer. Adding insult to injury, *** passed us off to another of it's partnering companies and played the blame game. During all of this, we were in another country without support, feeling helpless and homeless. We found homage at another hotel. We did not stay in the unacceptable and dangerous hotel, yet we were billed for the *** and additional charges.
I was given the run around, though I have been a long time *** subscriber, user and influencer. My profession exposes me to many travelers and potential travelers. I have influenced over 25 travelers to partake in ***, *** or Expedia travels. I am very disappointed in the result of my inquiry and would like your assistance.
Expedia.com Response
• Jan 23, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer reported the property they booked at was unacceptable. The customer advised that the room and floor was untidy, and smelled of mildew and had wall stains. Their second double bed was a pull out couch as advised as well. The customer also states that the lamp, shower and sink were broken, as well as their windows. Upon relaying this information to the front desk of the property, the guest advised were not granted any assistance the property.
The customer is asking for a full refund of 832.12 USD for the reservation, plus an additional 107.85 USD for the additional costs they incurred for the new accommodation they booked as they did not stay.
Findings:According to our records, this reservation was made with ***, and the complaint in question should be directed towards them for further assistance.
Resolution:Please reach out to *** for assistance reviewing the customer's complaint as they are the booking party for the guest. You can reach them by phone at ***Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you
Sad to say I had a few bad experiences with Expedia services last year
The most recent one cost me money.
I rented a car in *** through Expedia. The car rental company listed was ***.
Expedia said that I would pay EUR 177 at pick-up location. – all is good so far.
When I arrived in *** I found out that the *** booth was closed and I was sent to *** booth that handled *** rentals.
*** did not honor the insurance I paid to Expedia – apparently, *** has some kind of special rules.
All in all I had to pay almost EUR 500 for my car – way more than I was supposed to.
When I came back from vacation I complained to Expedia. I was only refunded $88 for the insurance I paid at booking.
I said to Expedia that they should refund me the difference between what they said I was supposed to pay and what I actually paid; I paid $300 more then I was supposed to.
I was told that Expedia had no record of me renting from *** so they couldn’t provide a refund. I tried to explain that my *** credit card has this record to no avail.
I was offered a $100 coupon which I accepted but I did not notice that that was only a coupon for Hotel reservations.
I contacted Expedia again and I said that because it was Expedia’s fault I should be able to use that coupon any way I want: air reservation, hotel or car rentals.
Expedia said that that the company policy that coupons are for Hotel reservations only.
I find this quite ridiculous.
Expedia.com Response
• Jan 21, 2020
January 21, 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 $300.00. We understand that Mr. is seeking a refund for the cost of the rental with ***.
Our records indicate on November 27, 2019, Mr. or an authorized user of the account self-booked a seven-day *** Rental car picking up on December 22, 2019 and returning on December 29, 2019; along with the Collision Damage Plan, via ***. A confirmation email was emailed to the email address on file, it was reviewed five times.
On December 31, 2019, the customer called in to advised when he arrived to pick up the car the counter was closed. He advised he rented a car with *** for $500.00. Our representative, contacted *** and they advised he did not pick up the vehicle. Our representative offered to refund the insurance and a coupon for $100.00 but he refused. The customer contacted our social media team and advised he wanted to get a compensation for the inconvenience. Our representative applied a $100 coupon to the Expedia account and refunded the insurance charge for $88.00.
After further review on January 21, 2020, I reviewed the reservation and the car rental company hours were from 6:30am – 11:30pm. I called the location and they advised they were open on Sunday even though Google says they are closed. The advised the honored the *** rate as follows: 445.69EURO ($494.52) plus full insurance estimate around 200Euro ($221.91) and 65EURO ($72.12)cross the border fee. The total was $494.52 less $294.03($221.91 + $72.12 insurance and border fee) left the rental cost at $200.49 less $195.78 (cost of Expedia reservation) leaves a $4.71 overage charge. I have issued a refund for $4.71, the refund will appear in three to seven business days. A refund receipt been emailed to the email address on file.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 hope you understand we must adhere to the policies dictated by the vendors.
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 F
Corporate Correspondence Team
Expedia.com Response
• Jan 22, 2020
January 22, 2020
Revdex.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 his request to receive a full refund of the price difference or a coupon of the same value that could be used for any service, including flight reservation, hotel or car reservation.
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. Expedia contacted the *** rental location. They advised they were closed but *** honored the *** reservation as they are partners. *** did not honor the collision damage plan that was purchased with the reservation. Since the collision damage plane was not honored Expedia previously issued a refund for the $88.00 charge. *** advised that *** honored the *** rate.
*** quoted the following:• Rental cost: 200.49EURO ($222.24), compared to $195.78• Full Insurance cost: 200Euro ($221.70), elected to be taken with the rental, Expedia unable to refund• Cross Border Fee: 65EURO ($72.12) , cost associated with going outside of Germany, Expedia unable to refund• Total rental estimate cost: 445.69EURO Expedia issued a refund for the collision damage plan for $88.00 since *** advised it could not be used with the rental. Expedia issued a $100 voucher to the Expedia account. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until January 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors. Based on the above Expedia is not able to honor any additional refund requested amount. 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 23, 2020
Complaint: ***
I think this is the last time I communicate about this issue.
I just want to point a few things.
I might agree that 65EURO, crossboarder cost is not something that Expedia should be responsible for as this is something I chose to have.
But other charges don't make any sense and Expedia should honor their commitment.
Anyway.. I am too 'small' to fight with the big company like Expedia and I understand that I will never win.
I just want to say that I will make sure to let any person I know about this experience and advise against using Expedia service.
as for me.. I will use my $100 hotel coupon some day and after then I will NEVER use Expedia service for my travel needs.
From this experience, I realized that Expedia is a criminal entity. After reading so many Revdex.com complaints from other consumers, who had the same experiences, I know our complaints are very well merited.
I booked a car rental on Expedia's website. I elected to pay for automobile renter's insurance. I was charged $88. Their reference number on my bank statement is: ***. Since I was unable to take my trip, I called Expedia and asked for a refund- multiple times. The first time, the operator said, "Oh, no, you have to talk to the company we use. She couldn't even provide that company's Customer Service number. I always got the run-around. I called at least 4 different phone numbers.
Expedia argued "you did rent the car." I argued back: "I did NOT get to go, I'm sick AND couldn't go on my trip anyway." Expedia argued: "We show your hold was used," "*** says you did." I phoned *** again. They said "we show that you cancelled your trip." *** told me they didn't charge me anything. I called Expedia again and again. They offered to issue a 1/2 (one-half) credit refund of only $44.00 to me, which had to be used in 30 days. I said NO! Are you kidding me? I asked for a Supervisor, talked to 'Lilian A.' She was so unimpressed with hearing my complaint. [Which is the SAME as other customers, here on Revdex.com's website.] I knew from her blase' attitude, that she heard this complaint many, many times before. Expedia is a dirty, rotten, racket. They are deceptive and are trickster's.
Our government needs to investigate this horrible company and hold them accountable to all their fraudulent activities.
Expedia.com Response
• Jan 21, 2020
January 21, 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 $88.00. We understand that Ms. is seeking a refund for the Collision Damage Plan because she states *** advised her the reservation was cancelled.
Our records indicate on December 29, 2019, Ms. or an authorized user of the account self-booked a seven-day *** Rent a car picking up on December 21, 2019 and returning on December 28, 2019; along with the Collision Damage Plan, via ***. A confirmation email was emailed to the email address on file, it was first reviewed on December 17, 2019 and reviewed twice.
On December 21, 2019, the customer called in to check and see if the car was still reserved as she was not able to pick it up. Our representative advised her to get in touch with the Budget.
On December 23, 2019, the customer called in to cancel the reservation. Our representative called *** to confirm that the reservation would be cancelled. *** advised that the customer picked up the reservation and the reservation was not cancelled.
On December 27, 2019, the customer called to get a refund on the insurance. She advised she didn’t pick up the car. She advised she called *** and *** advised her the reservation was cancelled. Our representative called and *** advised the car was picked up on December 21, 2019 at 3:53pm.
After further review on January 20, 2020, I called *** and was advised that the renter didn’t have a valid credit/debit card and *** rented to car reservation to *** under rental agreement number 291414675. The reservation was not cancelled and in order the Collision Damage Plan to have been refund the reservation needed to be cancelled.
The following is an excerpt from the confirmation itinerary:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
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 hope you understand we must adhere to the policies dictated by the vendors.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jan 24, 2020
Complaint: ***
I am rejecting this response because: Expedia has a vast history of this fraud activity in their operations and practices.
to: whom it concern, I book a cruise with expedia cruises on 01/03/2020 on a *** from Miami to La Favre France. For 4/12/2020. When I book my cruise the person who sell my cruise ask me if I want to add protection plan to my cruise I said yes. When she gave me the total amount for the cruise I ask her if this amount is with the insurance included and she said yes, I ask her like three
times. Right after I book the cruise thenext day the issue in Iran and ***, and the attack with the missiles, and the eartquakes in Puerto Rico, so we don't know what to do so I called expedia to ask them if I cancel my cruise they charge me a penalty for it, and she said no, because I wanted to make sure they not going to charge penalties I ask her a lot of times and she keep saying that I am having my total refund she even consult with her supervisor and he or she said no, so I cancel the cruise otherwise I am not going to cancel, because I dint want to loose my money. The representative tell me that I will have my refund between 5-7 days. After a week I call to check on my refund and to make sure I am having all my refund and she say still processing my refund but I should have my total refund she even send me an email confirming that I am having the total refund. 15 minutes later she call me to tell me that was a problem and the cruise dint going to refund me the total amount they charge 850.00 penalty. So I ask her why they tell me at the beginning was no penalty otherwise I dint cancel my cruise. Well since then is been a nightmare, I have been calling every day trying to resolve the problem and getting my money back. I call *** and they said they have nothing to do with it because I book with expedia. I called the insurance and they said that I have no insurance protection, and expedia don't want to do anything about it, expedia is the only responsible for this problem because they did a mistake giving me the wrong information and not only that but telling me I have insurance
Expedia.com Response
• Jan 23, 2020
January 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Revdex.com case number *** regarding being refunded for $850.00.
Our records on January 1, 2020, an Expedia representative booked a 21-day cruise from Miami (Roundtrip), embarkation on April 12, 2020 and disembarkation on May 3, 2020 via itinerary ***. A confirmation itinerary was emailed on the same day to the email address on file and was reviewed three times. The representative booked the cruise for guest over the telephone. The agent offered insurance and the guest accepted it.
On January 2, 2020, the customer called in wanting to change/cancel the cruise reservation. The guest changed the sailing from a 21-day cruise to a 17-day cruise. The representative tried to help but the cruise line needed to be reached and they were closed for the evening. The agent advised the guest to call back earlier the next day to process change.
On January 3, 2020, Expedia emailed the 1st past due notice. The customer called in and an Expedia representative Agent called the cruise line who was able to make the change for the guest. The agent advised the guest there would be insurance on the new 17 day sailing as the guest requested.On January 9, 2020, the customer called to cancellation the reservation due to fear of travelling at the moment. The representative advised she would be refunded $136. This was incorrect per the cruise line cancellation policy.
On January 16, 2020, the customer called in to inquire about the refund due from cancelling her reservation. The representative tried to assist the customer in confirming the amount of refund due to her cancelling, but the cruise line was closed for the evening. Agent advised guest to call the next day.On January 17, 2020, the agent called *** to verify and there was an $849 penalty. The representative adjusted the account and explained that there was a penalty. The customer wanted to speak with manager. The previous agent that cancelled did not put the penalties in the cancellation so the email that the customer received was for the full amount. The customer called and the representative called *** to verify the amount of penalty on booking. *** confirmed $849.00 penalty on the booking for the cancellation. The representative adjusted the booking invoice to match but customer asked to be escalated to a Supervisor for being misinformed on 01/09/2020.The customer called to find out where her full refund was, stated she had only received $1341.88 back to her Visa. Our agent listened to all the calls and on the original booking the representative advised her of the cancellation policy. The customer will not be receiving the $849.00 back since she was advised by of the cancellation penalty. Our representative researched the case and determined the guest was advised of the cancellation penalties so Expedia would not issue a refund for the penalties assessed.On January 18, 2020, the customer called in to explain that Expedia made a mistake when giving her information about her refund. She advised that she was supposed to get a full refund. The previous representative advised she was not getting a full refund, but a partial. The customer disconnected the call while the representative was getting the insurance information from ***. The representative noted the account as follows: if the customer calls back please forward to *** for *** travel insurance claims.The customer called back again to discuss issues, but the call dropped part way through. The representative gathered the insurance information for ***, but the call dropped before sharing it.The customer called back in after the previously dropped call. The agent gave the *** insurance information. The representative gave the customer the number *** for *** travel insurance claims. The called in again to escalate about the cancellation penalty. The representative explained to the customer that she is in penalty and needs to email *** to see if she would be able to get her money back. The customer feels Expedia made a mistake and never told her she would not get full refund. Previous notes confirm that the customer was advised of the refund policy prior to booking. The customer advised she will complain to the Revdex.com. Our agent gave her *** email address ***customerservice@*** and the customer disconnected the call.
On January 20, 2020, Expedia received a case from the Revdex.com. Upon researching the issue our representative discovered that the customer requested insurance when she booked the cruise initially. When she changed the itinerary length, she was advised by the representative that she had insurance on the booking. The cruise line advised our representative that there was no insurance on the 17-day itinerary version of the booking. This is the cancellation in question. We should have made sure insurance was on this booking as previously promised so the guest could make a claim, but the guest was advised by the insurance carrier that she was not covered. Also, the guest wasn’t aware of the penalty on the booking until eight days after the cancellationAfter further review on January 23, 2020, I have reviewed the details of the original reservation and the changed reservation. The day after booking the 17-day reservation the customer decided she wanted to cancel. She stated she cancelled because of the issues with Iran, Trump and recent the earthquakes. The reservation being cancelled was not for a covered reason and the penalty was applicable. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional 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 - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Expedia.com Response
• Jan 27, 2020
January 27, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. *** did not accept our response.We are again responding to Ms. *** complaint regarding the $850.00 penalty that was assessed against the cruise reservation that was cancelled. 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. When the reservation was requested to be cancelled it was cancelled because we were advised that the guest had a fear of traveling. On January 1, 2020 our representative advised the guest of the cancellation penalty during the conversation.Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jan 27, 2020
Complaint: ***
I am rejecting this response because: Once again, I am going to explain to you Dear, Expedia Representative. When I call to cancelled my trip, I ask the representative no one time but at least three times if is going to be any penalties for cancelling and, yes they call the cruise line but it was closed, so she went to talk with the manager and her manager said go ahead and cancel and is not going to be any penalty, otherwise even know I was afraid to travel. I will go in my trip because I didn't want to loose any money, that is why I make sure wasen't going to be any penalties and not only one person confirm that there was no penalty, but two people from Expedia tell me the same thing, I even have a copy of the email, where it said that I was going to have my total refund. What kind of company you are, that says something and then you don comply with what your employees say. They do mistakes all of the time and the only thing you do is say sorry, I am sorry, but that is not ok. I think between the 2 employees and the one manager should pay for my refund, because that was your employees mistake not mine. I make sure, I was going to have my refund before canceling and I trusted your employees and your business, this shows me that your sis not a business to trust. And you are showing that right now one more time, not being responsible for your employees mistakes. A good business put their customers first and try to do anything to make their customers happy but, you don't care at all. I am not given up until I get my refund or credit for a vacation. I work super hard to save that money and because 3 of your employees make a mistake, I am not going in my trip. Sorry but, I am not given up, until you comply with this matter. And I hope other customers review your web site very well before they book with you. If they don't want to loose their money. And about the insurance that is a scam, don't buy that. Please.
I was not able to get a refund or any other options other than a nine hour difference alternative flight to see my dying grandmother(she has now passed) and my sick grandmother that recently had a brain stroke. Because Expedia could not get me a flight to get to my destination in the early morning which I requested I had to pay for a rental car to get to my destination which in turn made me miss saying goodbye to my now dead grandmother. This situation has put me and my spouse in a great amount of emotional trauma and distress and I will never suggest expedia to anyone ever again.
Expedia.com Response
• Jan 20, 2020
January 20, 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 $2027.60. We understand that Mr. *** is seeking a refund because his connection flight was delayed.
Our records indicate on December 29, 2019, Mr. or an authorized user of the account self-booked two combined one-way flights departing on December 29, 2019 from Honolulu, HI to Cleveland, OH and returning on January 6, 2020; along with the Flight Protection Plan, via ***. A confirmation email was emailed to the email address on file, it was and reviewed eight times.
On December 30, 2019, the customer called in and advised that the flight from Honolulu, HI to Boston, MA had been delayed and they ended up missing the connection flight from Boston, MA to Cleveland, OH. Our representative called the airline, they gave a waiver code for an exchange and advised the ticket could not be refunded. The customer called back and advised the airline was giving him a flight leaving at 4:16 but he stated it was too late and he wanted a refund. Our representative advised him that a refund would be up to the airline. Our representative called the airline and they advised they could not provide a partial refund even though it was due to the schedule change. The airline advised that the customer still had the option to take one of the available flights they were offering for that day.
On January 1, 2020, the customer called in and stated he wanted to change his date. Our representative advised the ticket was a basic economy ticket and that we were not able to process any changes. The representative advised that he would need to file a claim with Travelguard for his grandmothers death. Our representative advised him of the policy and provided the protection information and transferred him to Travelguard per the customer request.
On January 2, 2020, the customer called in and stated he wanted to extend his trip. Our representative advised the ticket was a basic economy and could not be changed, but suggested a new booking. The customer decided to leave the ticket as it is.
After further review on January 20, 2020, I called *** () and they advised their re-accommodation desk noted Expedia called in asking for refund and , *** advised no partial refund was due as other flights are available that day. *** could not tell the time of the flight delay, other than saying Flight 90 was delayed.In review of the Flight Protection Plan, a claim would need to be file with Travelguard. They may be contacted at ***, supply them with the policy number and they will determine the validity of your claim.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 and airlines, and is subject to the rules and restrictions of those providers. *** and United were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking the customer accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
This company is awful. I had such a terrible experience with this company. I would not recommend using it. The customer service and management team were so awful. If you are planning a trip don't go through them. Use another service.
I booked through Expedia, a flight from Cleveland to Toronto (***) and then Istanbul and Tel Aviv (***) with a return flight, scheduled to leave on February 13, 2019. The first leg of this flight was cancelled by *** due to weather problems in Toronto. *** was unable to rebook me, so that I never left Cleveland. I have been unable to get a refund, despite lots of effort. *** and Expedia keep telling me to contact the other one and I have been getting the runaround. I have many emails documenting this.
I believe that Expedia, as my travel agent and the company I paid for my fare, owes me a full refund.
January 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight. We understand *** is
requesting a refund.Our
records indicate on November 14, 2018, ***, or a person
authorized for the Expedia account, booked a roundtrip ticket with Turkish
Airlines, traveling from Cleveland, OH, USA to Tel Aviv, Israel, departing on
February 13, 2019 and returning on February 25, 2019.Expedia
is a third party intermediary that offers items from travel suppliers, such as
airlines, hotels and rental car agencies. *** is the travel supplier,
and merchant of record (They collected the charges for the flight that they
were providing). Any refunds must be provided by the airline. Some of
the flights with *** were operated by ***. *** exchanged
the flights on February 13, 2020. We contacted *** and they
advised they cannot provide a refund because *** provided flights. *** advised that they did exchange the flights and the ticket appears to be
used. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Complaint: 14113999
I am rejecting this response because: There are inaccuracies. Specifically, Air Canada never rebooked me. Below is an email from Air Canada sent on September 3, 2019.
I have written to Turkish Airlines to process your refund and bill Air Canada for your unused ticket.The original issuing airline is responsible for processing the refund.Sincerely,***Air Canada Refund Services
Sincerely
February
5, 2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint number ***.We can
refund the $905.22. When we attempted to process the refund we were unable to
complete it because the original form of payment ending in *** is expired.
Once we receive the year for the new card we will be able to process the
refund. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked *** and Marina, Puntarenas, Costa Rica, EXP # *** and paid full for four days. Since what I found there was not what ***/Expedia offered, I decided to leave early and ask for refund for the last two unused days. This is what is written on ***’s website:
At ***, relax at one of the 2 outdoor swimming pools, play on the nearby beach, or spend the day at a marina. All 62 individually furnished rooms feature free WiFi and room service. For a bit of entertainment, plasma TVs come with cable channels and guests will also find Egyptian cotton sheets and showers.
I booked one of the 62 "individually furnished rooms" which is a new building hotel, but I was given a room in an old adjacent building with 30 rooms. "Beach nearby is a joke" wrote another *** customer in his review. I did not see this review before, but *** should ask its partner, Puerto Azul, to remove the “one minute walk beach”. That place is not only disgusting, but very dangerous with broken glass and corroded pieces of iron from an old rail road. In the second day of my stay, I was swimming in one of the pools. The hotel guard came and asked me to leave from that pool. I could not believe it. I was swimming quietly, not jumping, like other local guests. I paid for a new hotel with beach within one minute walk and 2 pools. No new hotel, no beach, no second pool and guard talk to me like I was an uninvited guest. It was too much to swallow. I called *** rep, Ruth on Dec 28 at 7 pm and told her the problems and ask for a refund for the last two days, Dec 29 to Dec 31. Ruth talked to the afternoon shift receptionist and cancelled my reservation. The receptionist told Ruth that she cannot approve the refund, but she will notice the supervisor. Ruth, also promised to follow up next day.
February 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms.
*** is requesting a refund for two unused nights due to an early check-out at
the property.
Our records indicate that on October 8, 2019, Ms., or
an authorized user of his Expedia account, self-booked
a hotel reservation using Expedia’s website, under itinerary ***,
with stay at the *** for
check-in December
27, 2019 and check-out December 31, 2019.
Upon review, we are sorry to
learn about your experience with ***. As
you may know, Expedia.com acts only as an independent reservation’s agent for
hotels. If one of our customers has an unsatisfactory experience during
their trip, we want to take the appropriate action. We encourage customers to
contact us from the hotel if the accommodations are not satisfactory upon
arrival. This enables us to attempt to find a resolution at that time.
We contacted the property on Ms.’s behalf, regrettably,
they have denied the refund request. However, for Expedia customer we have
placed a $200.00 Travel Coupon into her account. The coupon was
deposited on 2/2/2020 and is available for
immediate use. The coupon can be
redeemed toward the future purchase of an Expedia Rate Hotel either as a
standalone reservation or in a Vacation Package. The coupon is valid for one
year from the date of issue. We hope Ms. will allow us the
opportunity to
improve upon your experience in the future.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,
Dez MCorporate Correspondence Team
I was trying to purchase a trip. Transaction did not go through but now there is $1,468 being held between two of my cards against my will. They are not providing me with an authorization number to provide my bank to release funds.
January 31, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case
number ***), regarding two authorization holds in the amount of $734.00
each on her credit cards incurred due to failed bookings. We understand Ms.
is requesting release of said authorization holds.Our records indicate that on January 21 and 22, 2020, the customer, or an
authorized user of the Expedia account, attempted to self-book a package on
Expedia's website. The customer made multiple attempts to book a package;
however, all attempts were unsuccessful. Upon review, on January 21-22, Ms. contacted Expedia and advised of charges on two
credit cards she used for the failed bookings. We explained that each time a
purchase is attempted on Expedia.com, a credit card authorization is made to
verify that the account has funds available for purchase. When payment is unsuccessful, the credit card
company creates a temporary security hold on the funds. Most credit card
authorizations fall off within 24 to 72 business hours. However, each financial
institution’s policy is different. When a credit card authorization is made
by Expedia, we are happy to assist our customer by contacting the credit card
company and providing a letter releasing the hold. A transaction ID is required
by financial institutions in order to expedite release of the hold. However, in
instances, when an authorization hold is made by a supplier (an airline or a
hotel), a transaction ID gets generated on their end and we don't have access
to this information. We contacted JetBlue, the airline associated with the
transactions in questions, on behalf of the customer, but they weren’t able to
assist us with obtaining a transaction ID. At this time we advise the customer
to wait until the authorization holds from JetBlue fall off her credit cards. She
is also welcome to reach out to the airline directly for further assistance as
they are the merchant of record.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:
Sincerely
In April 2019, I purchased at trip to Paris for my son and his girlfriend (*** and ***, both adults) so they could join us for Christmas while we were there. (12-25-2019 to 12- 31- 2019, Itinerary ***). Their flight connected through Montreal to CDG. At no time did anyone at the Expedia agency tell us that *** would need to apply for an ETA document to her passport in order to board the flight because Canada requires it. I was on the phone for at least 6 hours with a rep on several different occasions between April and December to be sure everything was recording correctly on the tickets (the names weren't complete), and at no time did anyone tell us an ETA was needed in addition to the passport. The Expedia rep DID tell me that our purchased flight insurance would give us 100% coverage if they needed to cancel, as long as it was before the plane took off the ground. On Christmas day, *** was turned away from the *** counter and she could not fill out the form and get govt approval in time to make the flight. Expedia reps on the phone told me that the insurance wouldn't refund us because we needed to apply for a refund 12 hrs before the flight took off. Of course, this makes no sense for insurance, and we were told on several occasions that the insurance would cover problems at the airport that might delay or cancel the trip. I asked her if I could cancel the trip anyway and apply for the insurance, and the rep said that it wouldn't do any good, and I wouldn't get a refund. I'm infuriated that Expedia uses deceptive practices to sell and advise on insurance and doesn't inform passengers to get what they need to complete travel. *** insists that whoever sold the ticket needed to inform us of the required docs, but the Expedia rep said, "we're not an agency, so we don't have to tell you anything." So we bought the insurance, called the reps, did everything they told us to do, and STILL we lost a family vacation with our son.
February 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package
reservation. We understand Ms. is requesting a full refund of the
itinerary as the passengers were denied boarding by *** during travel.
Our records indicate that on April 12, 2019, Ms.,
or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under ***
for two travelers. Travel on *** (operating carrier) on December 25,
2019 departing Dallas, Texas to Paris, France. Returning on ***s
(validating carrier) on December 31, 2019, with stay at the Ibis Paris Bercy
Village 12eme and added Travel Protection Package Protection Plan.
After further researching this matter we have confirmed the
reservation was purchased by Ms. or an authorized user on the account,
without the assistance of an Expedia representative. Prior to purchasing the
reservation Ms. was provided with the terms and conditions associated
with her reservation.
It is our customer’s responsibility to review all Rules and
Regulations prior to booking any travel. As Expedia does not issue visas or
passports, we advise all customers to refer to their Embassy or Consulate for
travel document requirements. We understand the inconvenience she has
experienced, but we are unable to provide a refund of the customer’s flights
due to this issue. Per the confirmation email, it states:
If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations.For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,
Dez MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:*** representatives confirmed that Expedia is acting as agent in these package booking deals on Expedia.com and is responsible for informing customers that the necessary travel documents are required for boarding a plane that connects via Canada.
Sincerely
Anyone that books through Expedia should know that they are the most unhelpful, and unreasonable people, because all they care about is money but nothing else., very unhelpful people.
Booked in December for a Jan 19-22 stay. I couldn't make the trip from NY, because my mother had visa issues since she isn’t American. I contacted the hotel one week before my scheduled arrival to ask them to please cancel the booking. They said sorry I had to go through Expedia to cancel. I contacted Expedia and stayed on the phone almost an Hour, and they finally said they would contact there offline team to contact the manager since he or she wasn't around to cancel the booking. After that I never heard back from Expedia. I contacted expedia again, and chatted for almost an hr, same story. They couldn’t reach the manager. I even asked they to change the date so I could use it another time, but the refused. This is unbelievable that even expedia couldn’t help me save my money from this hotel.
Now on the day I was supposed to check in which they already knew I wasn't because I had been contacting them to cancel the booking. A Mr. Dumitru M contacted me that I would lose my reservation for the 3 days if I didn't check in. My problem now is, didn't I and Expedia contact them to cancel the reservation so I could get my money back? Shouldn’t this be taken care of already? After I contacted him back he replied and told me he didn't get the cancellation request from me or expedia. This I have been doing for a week, but no one knew about it and they still kept my money for 3 days, even if I never stayed there.
If you have a choice, choose a hotel that the staff is helpful in case you have a problem, because these people will be happy to keep your money even if you give them all possible reasons to help you out. Very very unreasonable, greedy and heartless.
I had booked travel using Expedia, I had also purchased the travel insurance. My family’s plans had changed and submitted a claim with the insurance company to be refunded. The insurance company has declined my claim. The airline tickets had also been canceled. I do not understand why travel insurance was offered to me if they cannot refund the money
January 24, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a refund request for airline tickets.
Our records show on November 25, 2019, Mr. self-booked a round-trip flight reservation on Expedia.com for two passengers via itinerary number ***. The trip start date was scheduled for April 15, 2020 and returning April 20, 2020. We understand from the complaint, Mr. believes that because he purchased the Travel Protection Cancellation Plan he should be refunded the amount that he spent. Mr. is requesting a full refund of the airline tickets, a total of $410.60.
Upon researching the customer’s complaint we can confirm that the customer canceled his airline reservation on December 27, 2019. Mr. then filed a claim with the insurance provider to request that he be fully refunded since his travel plans had changed. The insurance denied the refund request since it did not meet one of their required reasons. The Travel Protection Plan Mr. purchased may only fully refund for covered reasons such as injury, sickness, death in the immediate family and other reasons outlined in the Terms and Conditions of the protection plan.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline.
We do regret any inconvenience Mr. has encountered in resolving this matter. 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 at ***
Sincerely,
Daniel A Corporate Correspondence Team
I went online on July 22nd and searched for one room accommodations for 5 people near Dulles airport. Expedia's search returned a "Suite, 1 Bedroom, Business Lounge Access with sofa bed" at the ***. I booked this room in tandem with my flights for 5 people from StL to Dulles at the combined rate of $1776. When we arrived at *** the front desk told us that such a suite for 5 people with a sofa bed does not exist. The only room they could offer me was a standard double. That night we had 5 people in beds for 4 people. Needless to say there was NO SLEEP and it was not a suite but a standard. After filing a complaint, Expedia refunded me $38.14. I have no idea how that was computed. When I look Expedia today, Expedia still claims this room sleeps 5 people and states the rate for the room is $322. I followed up by emailing and they indicated I had to call in. I called in and spoke with a representative who indicated she would work to investigate the matter with *** and would call me back the next day. She never called me back. I followed up with an email requesting an update and they indicated via robot message that I had to call for refunds. I have wasted SO MUCH time. It is crazy that they sold me a King suite that accommodates 5 people but when I arrived, it was a bait and switch...per ***, that room does not exist.
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
We understand Ms. is requesting compensation as she arrived at the property
and were told her suite not available and
was given a standard double room type.
Our records indicate that on December 13, 2019, Ms., or
an authorized user of his Expedia account, self-booked
a hotel reservation using Expedia’s mobile app, under itinerary *** for a total of five travelers. Departing
on *** to
St. Louis, MO for December 18, 2019 with stay at the
Washington Dulles Airport ***.
The
room type on the reservation was One Bedroom Suite, Business Lounge Access with
a special request for a non-smoking room. We understand when the customer
arrived at property, they were unable to accommodate her request. The customer
agreed
to a non-smoking room standard double as suites was not available.
We are sorry to learn about Ms. experience with the Washington
Dulles Airport ***. As you may know, Expedia.com acts only as an
independent reservation’s agent for hotels. If one of our customers has an
unsatisfactory experience during their
trip, we want to take the appropriate
action. We encourage our customers to contact us from the hotel if the
accommodations are not satisfactory upon arrival. This enables us to attempt to
find a resolution at that time.
We
contacted the property on Ms.’s behalf and was advised the customer
received a $38.14 refund as equivalent to the standard room type, she accepted.
Therefore, the full refund has been denied. Because Ms. is a valued
customer, Expedia
issued a $100.00 coupon valid towards the future purchase of
a stand-alone Expedia
pay-now or package reservation. This
coupon will appear automatically in the booking path for qualified reservations
and will be valid for one year from the date of this
letter. We
hope Ms. will allow us the opportunity to improve on her experience in the
future. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter,
please feel free to contact us. Sincerely,Dez M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I contacted Expedia to make an airline and hotel reservation. (There cancellation policy is 100% refund within 24 hours.) Within 3 hours I contacted Expedia and cancelled the travel. They cancelled the whole travel reservation and emailed me cancellation. This occurred on 11/25/19. As of today 12/20, I still have not received credit for the charge by Expedia of $1,174.70. This is a total scam by Expedia. I contacted my Bank, ***, and disputed this charge and put it on hold. I will not pay Expedia for a trip that was cancelled per their policy and where they acknowledged the cancellation and refund. Thanks for your help. *** (***).
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 Mr. ***, Revdex.com case number *** regarding a refund for $1,174.70. We understand that Mr. is seeking a refund after cancelling the reservation within 24 hours.
Our records indicate on November 25, 2019, Mr. or an authorized user of the account self-booked three package reservations with a roundtrip *** flight departing on April 9, 2020 from Newark, NJ to Denver, CO and returning on April 15, 2020 from Denver, CO to Newark, NJ, along with a six-day *** and the Cancellation Plan via ***. A confirmation email was emailed to the email address on file, it was reviewed three times. The customer called back in and wanted to cancel the reservation, he had a change of plans. Our representative voided the reservation. A refund of the charges was submitted back to the original card that was charged.
On November 26, 2019, the customer called in and requested to have the cancellation confirmation resent.
On January 22, 2020, I reviewed the reservation, it was voided on November 26, 2019. The charge was refunded in three increments; $78.00 for the cancellation plan, $300.56 for the rental vehicle and $796.14 for the flights. The total amount of the refund was $1174.70 on November 25, 2019. I called Mr. and left a message that I would need his full credit card number to check another one of our systems for the refund.
On January 28, 2020, I emailed Mr. asking him to let me know of a number to call him on so that I could get his credit card number and check on the refund. He replied for me to telephone him at 10:00am at a specific number.
After further review on January 29, 2020, I telephoned Mr. and we discussed the refund showing processed on November 25, 2019 in three increments. Mr. advised that he recalls seeing the date and amounts on his banking information and feels the situation has been handled already. I advised that I would be closing the Revdex.com complaint based on our conversion as resolved and he agreed.
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
After 15 years of loyalty with Expedia planning all my business trips and vacations to my large family, this trip is becoming a nightmare that is not over yet. I made a reservation of this property with more than 2 months in advance (all payments and security deposit were made).
Last January 1st , I drove more than 16 hours with my family and guests to this location with all instructions provided by *** (Expedia’s company) and owner of this property with weeks in advance. Well, they sent us the incorrect passcode to access this property. After 22 attempts of calls, emails, text messages for more than an hour to the property owner, no one helping us and our only option was to find an hotel for 9 people at 2 am.
The next day, we called Expedia to ask for an explanation in order to recover my money and they transfer me with *** and after that with *** (poor and rude customer service). After many evasive actions from this company and the property owner without giving us a solution or a written response via email about what they are going to do in order to fix this error as soon as possible, we went to the Gatlinburg Police department to fill out a report about this potential scam and back to our home state few days later scaling it to legal instances in order to recover all my money.
We will let you know if we could recover our money from the property owner and that company *** and how long we had to wait for a formal response/solution. Thanks Expedia for this unforgettable experience.!
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a full refund as he arrived at the property and was provided the incorrect pass
code which caused him to stay at a different hotel.
Our records indicate that on November 13, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** for a total of nine travelers. With stay at the
***, Just Renovated With a Million $ View for check-in January 1, 2020 and check-out on January 5, 2020.
We reached out to the property on Mr. *** behalf and was advised that the customer was not charged for the reservation. In effort to resolve this matter, to verify if this information is accurate we are requiring a bank statement for further
review. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez M
Corporate Correspondence Team
February 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response or resolution offered.
We are truly sorry for any lack of service Mr. received while trying to resolve this situation. It is never Expedia's intent to mislead or to inconvenience our clients, as the Mr. may know this is an online only based reservation. We are a third-
party agency and have no financial relation to his hotel reservation and cannot refund any request.
*** informed us that his case has been forwarded to a higher department and Mr. needs to continue to reach out to them regarding his refund request at the phone number provided.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because the transaction that I made was with Expedia. Who is the legal responsible to refund the money if the service offered by this property owner was a scam.?
I do not understand how you poorly handle this issue. Long time customer with you guys. I used to plan my vacations and business trips through your platform. Flying around US, Caribbean, South America and Europe for years. For sure, we had been doing business for 10 times more than the money stole by this property owner.
I am more dissapointed in the way that you treated me as a customer with this situation. I feel that you abused my loyalty and took advantage of my trust and credibility that we build together during these all years (between a believer of Expedia and you as a brand)
The most frustaring thing is to see how that person (property owner) has stolen my money for a service (scam) that was not provided and you guys have done nothing (passive status) to protect and save our long time business relationship. I am looking forward to see from you guys any other solution or alternative to solve this impasse.
Sincerely
On December 17th, 2019, I booked a flight and hotel combination for my mother to travel to Mexico. I booked that package on Expedia.com and the check in date was December 26th, 2019. On December 24th, my mother (who is 78 years old) slipped and fell, resulting in 2 slipped disks in her back. She was not allowed to travel by her doctor. While I did not purchase travel insurance, I did reach out to Expedia and to the hotel prior to the check in date to inform them. Per the stated policy on Expedia's website, the email I received confirming the reservation, and the link to my itinerary on my reservation, the cancellation policy for this hotel was a forfeiture equal to 2 nights stay. When I contacted Expedia, I was told I would receive a refund for the difference, but this has not been processed. When I then followed up, I was told that the hotel had a cancellation policy that differed from what was posted on all of my documentation with Expedia. However, EVEN under the unknown policy, I would still be entitled to a refund as I contacted both Expedia and the hotel prior to check in, and I have that in writing.
I am being told that Expedia can do nothing about the hotel policy, however my contract was with Expedia directly and not with the hotel, and Expedia provided multiple examples of one cancellation policy. Had they provided the augmented policy, I would not have booked that hotel. This is an example of Expedia hiding behind a poor customer service policy in order to not have to deal with complaints and it needs to be rectified. If this is not successful, my next step will be a lawsuit.
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 request for the hotel reservation.
As of the response deadline of this complaint, we have been unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
Sincerely, Di-Di F Corporate Correspondence Team
February 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund for the hotel reservation.
Our records indicate on December 17, 2019, Mr. or an authorized user of the account self-booked a package reservation with a roundtrip *** flight departing December 26, 2019 from Albuquerque, NM to Cancun, Quintana Roo, Mexico and returning on January 4, 2020; along with a nine-night hotel reservation at *** via itinerary ***. A confirmation itinerary was emailed to the email address on file, it was opened and reviewed 19 times.Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that from December 27, 2019 through January 2, 2020, there were numerous email communication between, Expedia and Mr., Mr. and Expedia and Expedia and the hotel. Expedia communicated with the Mr. via email along with inquiring with the hotel on a possible waiver of the penalty. After numerous emails to the hotel, the hotel replied on January 2, 2020, advising they could not waive the no show penalty or authorize Expedia to refund. Expedia emailed the customer advising of the hotel’s denial.On December 29, 2020, Mr. communicated with our Social Media Team and advised that he needed a refund for the hotel reservation. Mr. advised he needed to cancel the hotel reservation due to his mother’s surgery. Our representative called the hotel but there was no answer.On January 2, 2020, Mr. communicated with our CHAT Team checking on the status of the refund for the hotel. Our representative advised once the hotel reviews our request and advises we will be able to respond. The customer stop responding in CHAT and the CHAT ended.On January 23, 2020, the customer called in to follow-up on the refund for the hotel reservation. The customer stated he was previously advised by a supervisor that he would get a refund. The representative advised that the waiver had been denied and Mr. advised he was supposed to get a refund for the remaining nights. After further review on February 12, 2020, I reviewed the reservation, the confirmation itinerary and the notes on the account. The hotel cancellation and change policy states:
Important Hotel Information
Although Expedia does not charge a fee to change or cancel your booking, *** may still charge a fee in accordance with its own rules & regulations.Cancellations or changes made after 6:00pm (Mexico Standard Time) on Dec 19, 2019 or no-shows are subject to a property fee equal to the first and second nights rates plus taxes and fees.View your online itinerary for additional rules and restrictions.
Despite the above, Expedia reached out to the hotel on February 10, 2020, and advocated on behalf of Mr. to see if the hotel would allow a refund. I was advised that the hotel will not allow any waiver. The hotel has denied Mr.’s refund request.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope Mr. understands that we must adhere to the policies dictated by the hotel, in this case ***.Our Terms of Use Provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above, Expedia is unable to honor Mr.’s refund request. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The response sent by the business is nonsensical. The terms and conditions referenced have nothing to do with this instance. What I am asking for is adherence to Expedia's posted terms for this purchase, which are shared in multiple locations. There has been no explanation as to why Expedia will not honor these terms.
Further, Expedia's contention that it is solely an intermediary is patently false as my charges were with Expedia only and not with the hotel. If Expedia cannot get the hotel to honor agreed terms, that is an issue between the two companies and does not concern me.
The next step is filing a lawsuit to recoup these costs. Not only will Expedia be liable for the amount, but also attorney's fees and filing costs, and obviously the cost to defend will be much more than the original amount in question. In addition, a successful lawsuit will apparently change Expedia's fraudulent business practices and ensure that future complaints will not be able to hide behind the guise of Expedia being an intermediary, as that is the company that takes the initial payment.
Sincerely
Reservation#: ***
Expedia has provided the worst customer service that I have ever experienced. After booking a flight five months in advance, it was rescheduled. The rescheduled flights were several hours later, which does not work for my schedule. I just spent two hours on hold with two of the most incompetent individuals that I have ever dealt with. They did not provide me with a comparable resolution for my issue, left me on hold several times for excessive amounts of time and disconnected the line and transferred me to *** in the middle of me speaking. So not only did they pass the buck but they caused me to waste two hours of my day. I understand that Expedia is at the mercy of the ***, but as the consumer of Expedia, they need to do right by their customers.
Purchased Departure Flight:
April 24th at 9 AM LGA -> ORF
Direct flight
Flight Change:
April 24th at 2:25 PM LGA -> ORF
Purchased Return Flight:
April 26th at 12 PM ORF -> LGA
Direct flight
Flight Change:
April 26th at 4:22 PM ORF -> LGA
January 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his account. We understand Mr. is not in agreement with the options that was provided by *** and would like
different selection.
Our records indicate that on December 2, 2019, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** from
New York, NY to Norfolk, VA from April 24, 2020 and returning on April 26, 2020.
We contacted *** to review new options that is close to his original flight and were provided the following:
•departure: *** (LGA) New York, LaGuardia departing at 6:00am connecting in (DCA) Washington, Ronald Reagan and arriving in to (ORF) Norfolk, VA at 9:50am.
•return: *** (ORF) Norfolk, VA at 6:49am and arriving in (LGA) New York, LaGuardia at 8:15am.
Please be aware that when the airline makes changes to flight schedules, all passengers on the original flight are affected regardless of how they purchased their tickets. Mr. purchased his tickets from Expedia, it does not subject him to additional
changes or less accommodating resolutions from the airline. Expedia does not have a direct control over the flight schedules of the *** especially regarding involuntary schedule changes.
If Mr. is satisfied with the options mentioned above, please reply with an approval so that we can confirm the flights and reissue a new ticket. If he is not satisfied, he is welcome to rebook a brand-new ticket and receive a full refund upon request.
We apologize for the inconvenience this may have caused.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez MCorporate Correspondence Team
Complaint: 14106492
I am rejecting this response because it is unacceptable to me. Please issue me a full refund immediately. Expedia has just lost several customers and I will make it my mission to ensure they lose many more.
Sincerely
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response or resolution offered.
Because we value you as a customer, and regret your experience was not as we would have hoped, Expedia is happy to honor your refund request of $313.20. A refund of $313.20 was sent up for processing as of today, February 6, 2020 back to your original form of payment. Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them.
To explain it further, the refund is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two billing cycles for the refund to appear in your credit card statement
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Dez MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:the turn around time on the refund is completely unacceptable. I have to wait months for a refund but you knew how to take the funds out of my account immediately. Conducting business with Expedia is like conducting business with a clown. I need a refund within 7 business days or I will escalate this to the Office of the Attorney General.
Sincerely
I used expedia to book a room in Beaufort, S.C. I decided to call and cancel and they said ok but if you cancel you wont be refunded. So I said if I have to pay then nevermind I will go and they said no, you already said to cancel you cant change your mind. So they canceled my reservation and I still paid. Even though my reservations said cancel 24 hours before and dont get penalized.
Product_Or_Service: Hotel room
January 23, 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 $97.49. We understand that Ms. *** is seeking a refund after cancelling the reservation.Our records indicate on September 23, 2019, Mr. *** or an authorized user of the account self-booked a two-night hotel reservation at the *** at Highway 21 checking in on October 4, 2019 and checking out on October 6, 2019 via ***. A confirmation email was emailed to the email address on file.On October 2, 2019, the customer called in and requested a for refund for the canceled reservation. Our representative advised it cannot be refunded since it is already cancelled and it was non-refundable. The customer sked for a supervisor. The call was taken over and the customer cancelled the reservation online and wants to get a refund. The customer claims she has until October 2, 2019 to cancel. She stated if she can’t cancel it and be refunded she would rather keep the reservation. Our representative advised the reservation was non- refundable and since it’s been cancelled we cannot reinstate it. Our representative called the hotel to get waiver.
On October 3, 2019, another representative contacted the hotel and they hotel advised they would reinstate the reservation.After further review on January 23, 2020, I reviewed the reservation and the notes on the account and contacted the hotel. They advised the reservation would be reinstated on October 3, 2019. The was reservation it was cancelled and also shows that they reinstated it. The hotel advised the guest stayed October 4-6, 2019 and checked out on October 6, 2019. Based on the information supplied by the *** at Highway 21, Expedia is not able to honor a refund request for the reservation when the hotel advised they reinstated the reservation and the reservation was used.
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. 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:
Sincerely
January 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding the denial of the refund for the cancelled reservation,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. We contacted the *** at Highway 21 and they advised that they would not be charging Expedia for the cancelled reservation and advised it was okay to issue a refund for the reservation. Expedia has issued a refund for $297.49, the refund will appear in three to seven business days. A refund receipt has emailed to the email address on file.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked reservation for hotel and within the 24 free cancelation period called to shorten stay by one day instead of checking in on the 12 we will check in on the 13th they told me on the phone I should consider it done but when I called to confirm they told me they couldnt do it so I would have to pay for that day the problem is they are supposed to notify me so I could have canceled the booking and rebooked as it was still within 24 hours of original booking Itinerary # ***)
January 23, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request.
Our records show on January 8, 2020, Mr. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking-in on January 12, 2020 through January 16, 2020. The total for the room was $1311.99. Mr. paid $1177.93 with his card and the rest was paid with Expedia Reward points. We understand from Mr. complaint he called Expedia on January 9, 2020, to ask if he was able to change the check-in date to January 13, 2020. The agent he spoke to mentioned she would assign the case to another department who would then get in contact with Mr.. Mr. mentions no one contacted him and the reservation went into penalty and was charged for the first night. Mr. is requesting a refund for the night of January 12, 2020.
Upon researching the customer’s complaint, the customer should have been given the option to cancel his reservation while he was on the phone with the agent on January 9, 2020. I have taken the liberty of refunding the amount paid for the first night which is actually $270.96. I have also provided the customer with a $50.00 Expedia Hotel Coupon for future use. The coupon is valid for one year and is available when the customer books online or by contacting Expedia customer support by phone. The refund for $270.96 should appear on the customers account within 3 – 7 business days depending on his financial institution.
Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Mr. encountered in resolving this matter.
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,
Daniel A
Corporate Correspondence Team
January 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel reservation refund request.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an airline ticket refund request.
Our records show on January 8, 2020, Mr. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking-in on January 12, 2020 through January 16, 2020. The total for the room was $1311.99. Mr. paid $1177.93 with his card and the rest was paid with Expedia Reward points.
Upon researching the customer’s complaint on January 23rd, 2020, I processed a refund for the first night which included tax. The total refund was in the amount of $270.96 and he was provided with a $50 hotel coupon that can be used within one year of the date issued. Mr. submitted a rebuttal and has requested an additional $50 which he claims is for the amount of tax he paid. I have attached a breakdown of the total amount Mr. paid for each day which includes taxes and fee $1311.99. Please see below.
Sunday, January 12, 2020 - $270.96
Monday, January 13, 2020 - $358.71
Tuesday, January 14, 2020 - $385.04
Wednesday, January 15, 2020 - $297.28
Total = $1311.99
Expedia will not provide any additional refunds since we have provided Mr. will a full refund of the first night. Furthermore we have attached the Terms of Use Mr. accepted when he completed the booking.
LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, when I tried canceling online it showed that I am supposed to get $302 it just didnt go thru so expedia is not being so truthfull here but I wish not to keep this case open so I will accept its outcome
Sincerely
Thought I was on the hotel website but it wasn’t it was ***. Booked a room and after booking they then tell you it’s non refundable. Didn’t know this was a third-party site I wouldn’t of made the reservation I thought it was the hotel website!
My family and I attempted to stay in a hotel I purchased through ***. Upon arrival, we were very alarmed. The hotel did not resemble the photos representing the ***, during booking. Upon checking into our room, we were more disturbed to find the room held a pull out sofa made up as our second double bed, broken windows; which could be used for public access to the dining area and into our room. The lamp, shower and sink were broken. Floor and room were untidy with wall stains and a mildew smell. My son was injured by the shower head when it fell off and hit him.
Upon bringing these issues to the attention of the front desk, we were not offered any assistance. Willing to seek the good in all of this, we were refused a room transfer. Adding insult to injury, *** passed us off to another of it's partnering companies and played the blame game. During all of this, we were in another country without support, feeling helpless and homeless. We found homage at another hotel. We did not stay in the unacceptable and dangerous hotel, yet we were billed for the *** and additional charges.
I was given the run around, though I have been a long time *** subscriber, user and influencer. My profession exposes me to many travelers and potential travelers. I have influenced over 25 travelers to partake in ***, *** or Expedia travels. I am very disappointed in the result of my inquiry and would like your assistance.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer reported the property they booked at was unacceptable. The customer advised that the room and floor was untidy, and smelled of mildew and had wall stains. Their second double bed was a pull out couch as advised as well. The customer also states that the lamp, shower and sink were broken, as well as their windows. Upon relaying this information to the front desk of the property, the guest advised were not granted any assistance the property.
The customer is asking for a full refund of 832.12 USD for the reservation, plus an additional 107.85 USD for the additional costs they incurred for the new accommodation they booked as they did not stay.
Findings:According to our records, this reservation was made with ***, and the complaint in question should be directed towards them for further assistance.
Resolution:Please reach out to *** for assistance reviewing the customer's complaint as they are the booking party for the guest. You can reach them by phone at ***Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you
Sad to say I had a few bad experiences with Expedia services last year
The most recent one cost me money.
I rented a car in *** through Expedia. The car rental company listed was ***.
Expedia said that I would pay EUR 177 at pick-up location. – all is good so far.
When I arrived in *** I found out that the *** booth was closed and I was sent to *** booth that handled *** rentals.
*** did not honor the insurance I paid to Expedia – apparently, *** has some kind of special rules.
All in all I had to pay almost EUR 500 for my car – way more than I was supposed to.
When I came back from vacation I complained to Expedia. I was only refunded $88 for the insurance I paid at booking.
I said to Expedia that they should refund me the difference between what they said I was supposed to pay and what I actually paid; I paid $300 more then I was supposed to.
I was told that Expedia had no record of me renting from *** so they couldn’t provide a refund. I tried to explain that my *** credit card has this record to no avail.
I was offered a $100 coupon which I accepted but I did not notice that that was only a coupon for Hotel reservations.
I contacted Expedia again and I said that because it was Expedia’s fault I should be able to use that coupon any way I want: air reservation, hotel or car rentals.
Expedia said that that the company policy that coupons are for Hotel reservations only.
I find this quite ridiculous.
January 21, 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 $300.00. We understand that Mr. is seeking a refund for the cost of the rental with ***.
Our records indicate on November 27, 2019, Mr. or an authorized user of the account self-booked a seven-day *** Rental car picking up on December 22, 2019 and returning on December 29, 2019; along with the Collision Damage Plan, via ***. A confirmation email was emailed to the email address on file, it was reviewed five times.
On December 31, 2019, the customer called in to advised when he arrived to pick up the car the counter was closed. He advised he rented a car with *** for $500.00. Our representative, contacted *** and they advised he did not pick up the vehicle. Our representative offered to refund the insurance and a coupon for $100.00 but he refused. The customer contacted our social media team and advised he wanted to get a compensation for the inconvenience. Our representative applied a $100 coupon to the Expedia account and refunded the insurance charge for $88.00.
After further review on January 21, 2020, I reviewed the reservation and the car rental company hours were from 6:30am – 11:30pm. I called the location and they advised they were open on Sunday even though Google says they are closed. The advised the honored the *** rate as follows: 445.69EURO ($494.52) plus full insurance estimate around 200Euro ($221.91) and 65EURO ($72.12)cross the border fee. The total was $494.52 less $294.03($221.91 + $72.12 insurance and border fee) left the rental cost at $200.49 less $195.78 (cost of Expedia reservation) leaves a $4.71 overage charge. I have issued a refund for $4.71, the refund will appear in three to seven business days. A refund receipt been emailed to the email address on file.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 hope you understand we must adhere to the policies dictated by the vendors.
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 F
Corporate Correspondence Team
January 22, 2020
Revdex.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 his request to receive a full refund of the price difference or a coupon of the same value that could be used for any service, including flight reservation, hotel or car reservation.
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. Expedia contacted the *** rental location. They advised they were closed but *** honored the *** reservation as they are partners. *** did not honor the collision damage plan that was purchased with the reservation. Since the collision damage plane was not honored Expedia previously issued a refund for the $88.00 charge. *** advised that *** honored the *** rate.
*** quoted the following:• Rental cost: 200.49EURO ($222.24), compared to $195.78• Full Insurance cost: 200Euro ($221.70), elected to be taken with the rental, Expedia unable to refund• Cross Border Fee: 65EURO ($72.12) , cost associated with going outside of Germany, Expedia unable to refund• Total rental estimate cost: 445.69EURO Expedia issued a refund for the collision damage plan for $88.00 since *** advised it could not be used with the rental. Expedia issued a $100 voucher to the Expedia account. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until January 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors. Based on the above Expedia is not able to honor any additional refund requested amount. 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 think this is the last time I communicate about this issue.
I just want to point a few things.
I might agree that 65EURO, crossboarder cost is not something that Expedia should be responsible for as this is something I chose to have.
But other charges don't make any sense and Expedia should honor their commitment.
Anyway.. I am too 'small' to fight with the big company like Expedia and I understand that I will never win.
I just want to say that I will make sure to let any person I know about this experience and advise against using Expedia service.
as for me.. I will use my $100 hotel coupon some day and after then I will NEVER use Expedia service for my travel needs.
Sincerely
From this experience, I realized that Expedia is a criminal entity. After reading so many Revdex.com complaints from other consumers, who had the same experiences, I know our complaints are very well merited.
I booked a car rental on Expedia's website. I elected to pay for automobile renter's insurance. I was charged $88. Their reference number on my bank statement is: ***. Since I was unable to take my trip, I called Expedia and asked for a refund- multiple times. The first time, the operator said, "Oh, no, you have to talk to the company we use. She couldn't even provide that company's Customer Service number. I always got the run-around. I called at least 4 different phone numbers.
Expedia argued "you did rent the car." I argued back: "I did NOT get to go, I'm sick AND couldn't go on my trip anyway." Expedia argued: "We show your hold was used," "*** says you did." I phoned *** again. They said "we show that you cancelled your trip." *** told me they didn't charge me anything. I called Expedia again and again. They offered to issue a 1/2 (one-half) credit refund of only $44.00 to me, which had to be used in 30 days. I said NO! Are you kidding me? I asked for a Supervisor, talked to 'Lilian A.' She was so unimpressed with hearing my complaint. [Which is the SAME as other customers, here on Revdex.com's website.] I knew from her blase' attitude, that she heard this complaint many, many times before. Expedia is a dirty, rotten, racket. They are deceptive and are trickster's.
Our government needs to investigate this horrible company and hold them accountable to all their fraudulent activities.
January 21, 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 $88.00. We understand that Ms. is seeking a refund for the Collision Damage Plan because she states *** advised her the reservation was cancelled.
Our records indicate on December 29, 2019, Ms. or an authorized user of the account self-booked a seven-day *** Rent a car picking up on December 21, 2019 and returning on December 28, 2019; along with the Collision Damage Plan, via ***. A confirmation email was emailed to the email address on file, it was first reviewed on December 17, 2019 and reviewed twice.
On December 21, 2019, the customer called in to check and see if the car was still reserved as she was not able to pick it up. Our representative advised her to get in touch with the Budget.
On December 23, 2019, the customer called in to cancel the reservation. Our representative called *** to confirm that the reservation would be cancelled. *** advised that the customer picked up the reservation and the reservation was not cancelled.
On December 27, 2019, the customer called to get a refund on the insurance. She advised she didn’t pick up the car. She advised she called *** and *** advised her the reservation was cancelled. Our representative called and *** advised the car was picked up on December 21, 2019 at 3:53pm.
After further review on January 20, 2020, I called *** and was advised that the renter didn’t have a valid credit/debit card and *** rented to car reservation to *** under rental agreement number 291414675. The reservation was not cancelled and in order the Collision Damage Plan to have been refund the reservation needed to be cancelled.
The following is an excerpt from the confirmation itinerary:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
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 hope you understand we must adhere to the policies dictated by the vendors.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia has a vast history of this fraud activity in their operations and practices.
Sincerely
to: whom it concern, I book a cruise with expedia cruises on 01/03/2020 on a *** from Miami to La Favre France. For 4/12/2020. When I book my cruise the person who sell my cruise ask me if I want to add protection plan to my cruise I said yes. When she gave me the total amount for the cruise I ask her if this amount is with the insurance included and she said yes, I ask her like three
times. Right after I book the cruise thenext day the issue in Iran and ***, and the attack with the missiles, and the eartquakes in Puerto Rico, so we don't know what to do so I called expedia to ask them if I cancel my cruise they charge me a penalty for it, and she said no, because I wanted to make sure they not going to charge penalties I ask her a lot of times and she keep saying that I am having my total refund she even consult with her supervisor and he or she said no, so I cancel the cruise otherwise I am not going to cancel, because I dint want to loose my money. The representative tell me that I will have my refund between 5-7 days. After a week I call to check on my refund and to make sure I am having all my refund and she say still processing my refund but I should have my total refund she even send me an email confirming that I am having the total refund. 15 minutes later she call me to tell me that was a problem and the cruise dint going to refund me the total amount they charge 850.00 penalty. So I ask her why they tell me at the beginning was no penalty otherwise I dint cancel my cruise. Well since then is been a nightmare, I have been calling every day trying to resolve the problem and getting my money back. I call *** and they said they have nothing to do with it because I book with expedia. I called the insurance and they said that I have no insurance protection, and expedia don't want to do anything about it, expedia is the only responsible for this problem because they did a mistake giving me the wrong information and not only that but telling me I have insurance
January 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Revdex.com case number *** regarding being refunded for $850.00.
Our records on January 1, 2020, an Expedia representative booked a 21-day cruise from Miami (Roundtrip), embarkation on April 12, 2020 and disembarkation on May 3, 2020 via itinerary ***. A confirmation itinerary was emailed on the same day to the email address on file and was reviewed three times. The representative booked the cruise for guest over the telephone. The agent offered insurance and the guest accepted it.
On January 2, 2020, the customer called in wanting to change/cancel the cruise reservation. The guest changed the sailing from a 21-day cruise to a 17-day cruise. The representative tried to help but the cruise line needed to be reached and they were closed for the evening. The agent advised the guest to call back earlier the next day to process change.
On January 3, 2020, Expedia emailed the 1st past due notice. The customer called in and an Expedia representative Agent called the cruise line who was able to make the change for the guest. The agent advised the guest there would be insurance on the new 17 day sailing as the guest requested.On January 9, 2020, the customer called to cancellation the reservation due to fear of travelling at the moment. The representative advised she would be refunded $136. This was incorrect per the cruise line cancellation policy.
On January 16, 2020, the customer called in to inquire about the refund due from cancelling her reservation. The representative tried to assist the customer in confirming the amount of refund due to her cancelling, but the cruise line was closed for the evening. Agent advised guest to call the next day.On January 17, 2020, the agent called *** to verify and there was an $849 penalty. The representative adjusted the account and explained that there was a penalty. The customer wanted to speak with manager. The previous agent that cancelled did not put the penalties in the cancellation so the email that the customer received was for the full amount. The customer called and the representative called *** to verify the amount of penalty on booking. *** confirmed $849.00 penalty on the booking for the cancellation. The representative adjusted the booking invoice to match but customer asked to be escalated to a Supervisor for being misinformed on 01/09/2020.The customer called to find out where her full refund was, stated she had only received $1341.88 back to her Visa. Our agent listened to all the calls and on the original booking the representative advised her of the cancellation policy. The customer will not be receiving the $849.00 back since she was advised by of the cancellation penalty. Our representative researched the case and determined the guest was advised of the cancellation penalties so Expedia would not issue a refund for the penalties assessed.On January 18, 2020, the customer called in to explain that Expedia made a mistake when giving her information about her refund. She advised that she was supposed to get a full refund. The previous representative advised she was not getting a full refund, but a partial. The customer disconnected the call while the representative was getting the insurance information from ***. The representative noted the account as follows: if the customer calls back please forward to *** for *** travel insurance claims.The customer called back again to discuss issues, but the call dropped part way through. The representative gathered the insurance information for ***, but the call dropped before sharing it.The customer called back in after the previously dropped call. The agent gave the *** insurance information. The representative gave the customer the number *** for *** travel insurance claims. The called in again to escalate about the cancellation penalty. The representative explained to the customer that she is in penalty and needs to email *** to see if she would be able to get her money back. The customer feels Expedia made a mistake and never told her she would not get full refund. Previous notes confirm that the customer was advised of the refund policy prior to booking. The customer advised she will complain to the Revdex.com. Our agent gave her *** email address ***customerservice@*** and the customer disconnected the call.
On January 20, 2020, Expedia received a case from the Revdex.com. Upon researching the issue our representative discovered that the customer requested insurance when she booked the cruise initially. When she changed the itinerary length, she was advised by the representative that she had insurance on the booking. The cruise line advised our representative that there was no insurance on the 17-day itinerary version of the booking. This is the cancellation in question. We should have made sure insurance was on this booking as previously promised so the guest could make a claim, but the guest was advised by the insurance carrier that she was not covered. Also, the guest wasn’t aware of the penalty on the booking until eight days after the cancellationAfter further review on January 23, 2020, I have reviewed the details of the original reservation and the changed reservation. The day after booking the 17-day reservation the customer decided she wanted to cancel. She stated she cancelled because of the issues with Iran, Trump and recent the earthquakes. The reservation being cancelled was not for a covered reason and the penalty was applicable. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional 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 - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
January 27, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. *** did not accept our response.We are again responding to Ms. *** complaint regarding the $850.00 penalty that was assessed against the cruise reservation that was cancelled. 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. When the reservation was requested to be cancelled it was cancelled because we were advised that the guest had a fear of traveling. On January 1, 2020 our representative advised the guest of the cancellation penalty during the conversation.Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: Once again, I am going to explain to you Dear, Expedia Representative. When I call to cancelled my trip, I ask the representative no one time but at least three times if is going to be any penalties for cancelling and, yes they call the cruise line but it was closed, so she went to talk with the manager and her manager said go ahead and cancel and is not going to be any penalty, otherwise even know I was afraid to travel. I will go in my trip because I didn't want to loose any money, that is why I make sure wasen't going to be any penalties and not only one person confirm that there was no penalty, but two people from Expedia tell me the same thing, I even have a copy of the email, where it said that I was going to have my total refund. What kind of company you are, that says something and then you don comply with what your employees say. They do mistakes all of the time and the only thing you do is say sorry, I am sorry, but that is not ok. I think between the 2 employees and the one manager should pay for my refund, because that was your employees mistake not mine. I make sure, I was going to have my refund before canceling and I trusted your employees and your business, this shows me that your sis not a business to trust. And you are showing that right now one more time, not being responsible for your employees mistakes. A good business put their customers first and try to do anything to make their customers happy but, you don't care at all. I am not given up until I get my refund or credit for a vacation. I work super hard to save that money and because 3 of your employees make a mistake, I am not going in my trip. Sorry but, I am not given up, until you comply with this matter. And I hope other customers review your web site very well before they book with you. If they don't want to loose their money. And about the insurance that is a scam, don't buy that. Please.
Sincerely
I was not able to get a refund or any other options other than a nine hour difference alternative flight to see my dying grandmother(she has now passed) and my sick grandmother that recently had a brain stroke. Because Expedia could not get me a flight to get to my destination in the early morning which I requested I had to pay for a rental car to get to my destination which in turn made me miss saying goodbye to my now dead grandmother. This situation has put me and my spouse in a great amount of emotional trauma and distress and I will never suggest expedia to anyone ever again.
January 20, 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 $2027.60. We understand that Mr. *** is seeking a refund because his connection flight was delayed.
Our records indicate on December 29, 2019, Mr. or an authorized user of the account self-booked two combined one-way flights departing on December 29, 2019 from Honolulu, HI to Cleveland, OH and returning on January 6, 2020; along with the Flight Protection Plan, via ***. A confirmation email was emailed to the email address on file, it was and reviewed eight times.
On December 30, 2019, the customer called in and advised that the flight from Honolulu, HI to Boston, MA had been delayed and they ended up missing the connection flight from Boston, MA to Cleveland, OH. Our representative called the airline, they gave a waiver code for an exchange and advised the ticket could not be refunded. The customer called back and advised the airline was giving him a flight leaving at 4:16 but he stated it was too late and he wanted a refund. Our representative advised him that a refund would be up to the airline. Our representative called the airline and they advised they could not provide a partial refund even though it was due to the schedule change. The airline advised that the customer still had the option to take one of the available flights they were offering for that day.
On January 1, 2020, the customer called in and stated he wanted to change his date. Our representative advised the ticket was a basic economy ticket and that we were not able to process any changes. The representative advised that he would need to file a claim with Travelguard for his grandmothers death. Our representative advised him of the policy and provided the protection information and transferred him to Travelguard per the customer request.
On January 2, 2020, the customer called in and stated he wanted to extend his trip. Our representative advised the ticket was a basic economy and could not be changed, but suggested a new booking. The customer decided to leave the ticket as it is.
After further review on January 20, 2020, I called *** () and they advised their re-accommodation desk noted Expedia called in asking for refund and , *** advised no partial refund was due as other flights are available that day. *** could not tell the time of the flight delay, other than saying Flight 90 was delayed.In review of the Flight Protection Plan, a claim would need to be file with Travelguard. They may be contacted at ***, supply them with the policy number and they will determine the validity of your claim.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 and airlines, and is subject to the rules and restrictions of those providers. *** and United were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking the customer accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely