I made a booking for a hotel prepaid in Beijing China. *** Was the booking number. It was confirmed and paid for. Upon arrival in China after a 16 hour flight I took a taxi to the hotel and they couldn’t find the booking. I spent over an hour trying to get checked in. Finally I turned on roaming on my phone at a cost and called Expedia. They had no explanation. Just told me to wait for a few hours to hear from their security department. At this time I needed a bed the hotel offered me a much higher rate to pay in cash. I finally found another hotel and took another taxi there. Days later Expedia’s security department called me and told me it was a big mistake and shouldn’t have happened. Also to contact customer service for compensation. I did and they told me that the reservation was honored!
Expedia.com Response
• Jan 21, 2020
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting compensation as he arrived
at the property and his reservation as it was cancelled.
Our records indicate that on December 13, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s mobile app, under itinerary ***
with stay at the *** check-in on December 13, 2019 and check-out on December 14, 2019.
Our research indicates that our customer service representatives were first contacted on January 8, 2020 regarding his concerns that Mr. were unable to use his reservation. However, Expedia
was not contacted during travel, we were unable to assist Mr. with finding alternate accommodations when he encountered issues with his reservation. We have since verified that his Expedia
Reward’s point’s totaled 5,460 has been returned into Mr.’s reward account.
We have provided Mr.’s online Expedia account with 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 Mr. will allow us the opportunity to improve on 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 booked a car rental through expedia points. I was quoted $333. The bill was $755. Not only were my points taken, but I was also charged for this amount. So I am paying twice. Expedia blames the car rental agency about the change, and will not remedy my points, or help in determining why I was almost charge three times the original amount. Last year, Expedia changed my whole itinerary two days before my trip (changed the city, hotel, dates of my vacation) with no notice. While the latter issue eventually got resolved, I have taken 10+ hours of my life trying to resolve these issues.
Expedia.com Response
• Jan 20, 2020
January 20, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 car. We understand *** is requesting a refund.
Our records indicate on December 9, 2019, ***, or a person authorized for the Expedia account, reserved a midsize car with *** for five days, with pick up at *** in Phoenix, for pick up on December 21, 2019.
The car reservation with *** was made via the Expedia for TD platform, but the reservation was provided by, and the car was supplied by ***. The terms of the reservation stated that the base rate and estimated taxes on the base rate for the rental would be US$235.34 at pick up. The cost quoted by *** had a value of C$311.94 at the time of reservation.
Any additional time, upgrades, fees, services (such as coverage, or fuel plans) or items (such as equipment or GPS) that the customer is billed for, would be charged directly by *** during the rental. Expedia did not collect any charges from the customer. As such, we are unable to process a refund.
We contacted *** on behalf of the customer and they were not able to discuss the charges for the rental with us. The customer may contact *** directly regarding any charges billed by ***.
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 S
Corporate Correspondence Team
Customer Response
• Jan 21, 2020
Complaint: ***
I am rejecting this response because:
I would like the points the I was charged in addition to the exorbitant fees I was charged for the car. I’ve been charged twice. You also didn’t address the issue with changing my whole trip without notice. How can I trust any product purchased through Expedia if this is the result? I’m definitely never using Expedia again.
Sincerely
Expedia.com Response
• Jan 23, 2020
January 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint, Revdex.com case number ***.
The customers original complaint did not state that any changes occurred. As previously advised regarding the charges from ***, we were not a party to the charges, and *** does not provide us a copy of the customer’s bill.
Expedia did not charge the customer for anything on the stand alone car reservation they made with *** in Canadian Dollars or point; and, there were no other items booked on itinerary ***. The itinerary and the customers email confirmation advised them that they would earn 188,313 points for the reservation, after it is completed.
If the customer provides a copy of their final billing detail from ***, and their exact inquiries regarding any changes or charges on that bill, we can forward it to ***. *** may not be able to discuss charges that were made directly between them and the customer with outside parties, and might have to speak to the customer directly.
If the customer has another itinerary number to inquiry on, please have them submit a separate complaint for each itinerary.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We booked a flight/hotel package with Expedia for my husband, daughter, and I to fly from Wisconsin to Italy. The day of departure my husband and I could successfully check in but my daughters passport was rejected. Her passport was expiring 2 1/2 mths AFTER we were coming home but per international travel requirements Italy will not allow a passport to expire within 3 mths of our return date. Expedia advertises that they are a full service travel agency. They made a commission off of the sale of our package deal but had never asked to see our passports or let us know about this ahead of time. We have since discussed this with several friends, family members and co-workers who travel extensively and out of the 100+ people asked only TWO knew about this. We still had 3 hours until departure to figure out a plan. We could not just leave my daughter by herself at the airport (which was 200 miles from home). We were given instructions to get a same day passport in Chicago (about 1 hour away). They were closed that same day but we were willing to go there the next day. We needed Expedia to rebook our flights. We knew that to rebook their would be a fee of $300 per ticket. After hours on the phone we were not only not going to rebook to Italy but we were out the money we had spent. We called several times, spent several hours on the phone, tried to file a claim with our travelers insurance, tried to just cancel and be refunded and so much more. At one point one of their supervisors said that in all of her years at Expedia she "had never seen something so complex that she couldn't help us with". They were trying to work with 3 different airlines and even said our return tickets weren't with Expedia! At one point they asked me to put them on speaker phone with *** and hold the 2 phones up so they could talk! It was a disaster that could've be avoided had they truly represented us as the travel agency they claim to be in the first place.
Expedia.com Response
• Jan 20, 2020
January 19, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 package. We understand *** is requesting a refund.
Our records indicate on April.27, 2019, ***, or a person authorized for the Expedia account, self-booked a package including flights with ***, traveling from Milwaukee, WI, USA to Catania, Italy, departing on January 1, 2020, returning on January 11, 2020, a hotel reservation for eight nights, and package protection coverage, via itinerary ***.
The terms and conditions for the items purchased were provided at the time of booking. They were accepted at the time of purchase by the customer, with the website Terms of Use.
On January 1, 2020 the customer advised that they did not have the proper documents to complete the travel purchased. We reiterated the terms and conditions of the items as they were provided with purchase.
The hotel was refundable with a one night penalty. We contacted the hotel and advocated on behalf of our customers. They agreed to waive the penalty. The airline tickets have been changed by the customer directly with the airline.
Expedia does not have knowledge of the customer’s travel documents or circumstances. The customer is responsible to have the proper travel documents for the travel that they book. We provide the information necessary to understand their responsibility in the website Terms of Use:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
Expedia will not be able to provide a refund or compensation due to not having the proper travel documents, or for other travel expenses.
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 S
Corporate Correspondence Team
Expedia.com Response
• Jan 23, 2020
January 23, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case E-25625060
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint number 14092026.
The terms and conditions for the flights allowed cancelation for a refund prior to departure of the flights. Once the scheduled flight departure time passed, the tickets had no value for a refund whether the flights purchased were used or missed. Regarding changes, they were allowed if the new flights were selected and the tickets were reissued at the same time that the original flights were voluntarily canceled.
We received a call from the customer on January 1, 2020, about the time the flight was departing. They stated they were unable to board the flights due to not having proper documents. It was already past the time where changes or cancelations could be made.
We contacted the airline on behalf of the customer to see if any goodwill might be available. They advised that they would not be able to provide a refund or credit.
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 made a reservation on 9/8/19 with Expedia to rent a car from *** for $191.40. Upon arriving in Mexico on 12/28/19, *** refused to honor the reservation. After 2 hours of phone calls with Expedia, Expedia told my wife to just book a car with *** and they would refund us the difference. I have an email from Expedia expressly stating they would refund the difference. *** charged my credit card 44,000 pesos, which my credit card company converted to $2345.71 USD, an exchange rate of 18.7576 pesos per dollar. ISSUE #1: Expedia has only refunded me $1485.60, claiming they only owe me for the base car rental figure of 31,661.08 pesos, an exchange rate of 21.311 pesos per dollar. ISSUE #2: Expedia is refusing to refund me for the *taxI paid on the 31661.08 pesos, which doesn't make sense because in my original booking, Expedia makes it clear that taxes ARE included when you make a reservation. The tax I paid on the 31661.08 pesos was 5065.77 pesos. I can provide documentation for all of this, including the email from the Expedia rep indicating they would refund the difference (no caveats were stated) and my rental agreement from National which shows the charges in detail.
Expedia.com Response
• Jan 17, 2020
January 17, 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. We understand that Mr. is seeking a refund for the taxes and the exchange rate on his *** Reservation.
Our records indicate on September 8, 2019, Mr. or an authorized user of the account self-booked an 11-day car rental reservation with ***, picking up the car on December 28, 2019 and returning on January 8, 2020 via itinerary ***.
On December 28, 2019, the customer called and advised when he arrived to pick up the car the vendor advised they did not have any cars. He advised he had another Expedia agent on the other line and while on hold with the vendor the customer call disconnected. Our representative called back and no one answered. The customer called us back and our representative called the vendor and they advised they did not have any cars available. Our representative advised the customer to rebook but the customer stated he wanted the same price as the original reservation. Our representative advised the prices and availabilities are subject to changing.
On January 11, 2020 – a Expedia representative call the vendor and verified there were no cars was available. The representative issued a refund for $1485.60 the difference in the cost of original reservation and the new reservation.
From December 30, 2019 – January 16, 2020, there were numerous emails between Mr. and Expedia. Mr. requested to be refunded for the difference in the cost of the new car rental and the *** that didn’t have a car available for him when he arrived. Expedia emailed the customer asking him to email in a receipt for the new rental car charges and advised Expedia would refund the difference. After receiving the receipt, Expedia emailed Mr. and advised he had been refunded $1485.60 to his original form of payment. We advised this was the difference in the cost of the car rental without any extras. Mr. then ask for the $270.00 in taxes on the rental cost of 33661.08MXN. Expedia replied back advising we are only able to refund the cost of the car.After further investigation on January 17, 2020, I reviewed the account and verified a refund of $1485.60 had been issued on January 11, 2020. The rental cost without any extras was 31661.08MXN. The tax calculation on 31661.08MXN is 16% tax which is equal to 5065.77MXN amounting to $270.66. Expedia has issued a refund for $270.66, the refund will appear on the original card charged within three to seven business days. Expedia has emailed a refund receipt to the email address on file. Expedia is not able to honor an exchange rate.
In addition, at the time of completing her 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.
We have recently bought a trip on Expedia.com but the price changed with a $1600 difference in a short period of time. The company was not even negotiating for at least a partial reimbursement! We were very disappointed and will never use Expedia again!!!
I purchased plane tickets to Hawaii for my family through Expedia. I purchased the travel protection on all of the tickets because one of the tickets we purchased was for our nanny. This was through *** travel on the Expedia website and lumped into one purchase. Our nanny quit without any notice to our family. Leaving us in a hardhsip for childcare. When I called to cancel the ticket for the nanny I was told that I cannot get a refund or change the name on the ticket. The protection plan is advertised as 100% trip cancellation coverage. I purchased this with Expedia. Nowhere did it say that there were rules for the cancellation. It said 100% guaranteed coverage. I submit my claim and it was denied. I then reached out to appeal the denied claim and was told I can escalate to management. I still have not heard back. This doesn’t seem right to advertise 100% trip cancellation coverage and then not have it be covered. I just had a new baby as well. I asked if the ticket can be put in the baby name and they said no. So now I have no extra seat and I am out the money. I would not have bought the coverage if I knew it did not cover the ticket if cancelled. This is not right and I should be refunded my money but I also can’t get a response back from their management even though I have tried. Do not purchase trip coverage from *** travel insurance because you won’t get a refund if you cancel a ticket unless it’s for death. This appears as false advertising from Expedia and from *** Travel insurance.
Expedia.com Response
• Feb 05, 2020
February 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding feeling deceived about the protection she paid for. We understand that Ms. is seeking a refund for the one ticket she cancelled.
Our records indicate October 11, 2019, Ms. or an authorized user of the Expedia account booked five combined one-way flight departing on March 7, 2020 from Seattle, WA to Honolulu, HI and returning on March 15, 2020 along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed once.
We can confirm on December 11, 2019, Ms. called in stating she wanted to cancel just one ticket because the traveler is no longer traveling with them. Our representative advised of the basic economy fare and the customer decided to leave the reservation as is. The representative divided the traveler from each of the records and cancelled the itineraries.
After further review on February 5, 2020, I was able to review the account, the confirmation itinerary, the rules of the fares and the protection plan. The fares that were ticketed are non-refundable and changes are not permitted, the tickets are also non-transferrable. Ms. has stated she has been denied by *** (the provider of the protection). The type protection that was purchased was based on covered reasons.
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. Delta and Hawaiian Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
At the time Ms.’s completed her booking, she agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
If we may suggest, Ms. may want to contact *** again since they denied her original claim. She can contact *** at *** for any further assistance with her Flight Protection Plan.Based on the above we are not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Feb 05, 2020
Complaint: ***
I am rejecting this response because:when I purchased the trip protection it said there was 100% trip cancellation coverage. Typically it will say restriction apply next to the offering or something if the advertised has restriction. I feel very deceived in this matter. I would not have purchased this plan if I knew this wasn't covered and I also wouldn’t have purchased the ticket for our nanny. I have reached out to the travel protection company two times and they have denied my claim as well. Between Expedia or *** travel porotection I should be reimbursed for this ticket since it is advertised as 100% trip protection..
RANT***RANT***RANT***
EXPEDIA *** Example of price gouging ***
Important Information***
The first numbers below are for a room I booked at the same time as as my SIL booked another room —that room info follows mine below.
We both *** hotels near SFO so that we had transport back to the airport. Both of us clicked on the hotel and were taken to Expedia.
I paid $842.00 for the exact same room type for three nights for two people . My SIL paid $393.87 with a bay view! for three people.
I requested that the difference be refunded first by the property on 11/20 and then Expedia on 11/22. The property said Expedia would need to issue the refund. Expedia said the property denied the refund request and there would be no refund issued because their prices change all the time.
I have repeatedly contacted Expedia to no avail. If “Their prices change all the time” why can’t Expedia refund the difference ???? The statement indicates Expedia sets the price not the property??
I am taking this venue as warning my friends about the practices of Expedia.
Choose as you will when booking personal travel.
As you know, when a person has had a bad experience it will be shared many times over.
I promised Expedia that I would share this proof of price gouging via social media and here it is:
Price Summary
Hotel
(Nov 22, 2019 - Nov 25, 2019)
Total $842.xx
Sister in law’s booking :
Summary
Room 1 Price
$393.87
Fri, Nov 22
$117.00
Sat, Nov 23
$117.00
Sun, Nov 24
$117.00
Taxes
$42.87
Total
$393.87
Collected by Expedia
??????????
I booked a hotel at expedia and within some minutes I cancelled my booking and called expedia customer service. The person on the phone told us to not to contact customer service and they will contact hotel to cancel the booking. The booking was not cancelled and I was charged the full amount. Upon calling customer service again they said that no case was opened on my behalf and it is too late to cancel a hotel but they will try and see if hotel can refund the amount and also told me they will check and see why no case was ever opened when I called the first time. Few days later I received an apology stating that the hotel could not be cancelled and we cannot refund the amount
Expedia.com Response
• Jan 21, 2020
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
On December 27, 2019, Mr. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with ***, Amarillo, Texas for a check in on December 27, 2019 and check out on December 28, 2019, for a total of $55.07. We understand that Mr. is seeking a refund based upon a request to cancel a non-refundable hotel stay that remained active for use.
Our records show on December 27, 2019, Mr. contacted Expedia to discuss canceling his hotel reservation as he selected the wrong destination. We advised him of the non-refundable hotel policy, Expedia then stated to Mr. that we will advocate on his behalf by contacting, *** for authorization to cancel without full penalty.
On December 29, 2019, Mr. contacted Expedia to follow-up on his cancellation/refund request . Regrettably, we were informed by *** that the room type and the rate selected at the time of booking is non-refundable. Therefore, we informed Mr. that a cancellation/refund was not authorized by the hotel.
Additionally, Expedia’s Terms of Use, and the hotel’s restrictive policy which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
***:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason
Your payment will not be refunded.
On January 21, 2020, as a courtesy Expedia processed a refund of $55.07, back to the original form of payment. The time it takes for the refund to post depends upon his bank, generally taking three to five days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I used Expedia to book a hotel last June. The refrigerator in my room burnt and there were smoke coming out. Basically I could not have a rest that night and the following night. I complained to Expedia and a $200 coupon was issued by Expedia for next use due to that incidence.
However when I tried to use the coupon this month, I found out whatever hotel that I picked, the booking could not be completed.
I have called the hotline trying to book with their help. To my surprise they told me that my account *** is blocked by a department for safety measure. They told me they afraid someone maybe using my account, which I told them it did not happen.
The agent and call center supervisor told me my account would not be able to book any hotel or travel packages at the moment until the limitation has been removed.
The supervisor told me when completing the booking in my account there was an error message or code that he cannot disclose. He tried to book the hotel without using my account and it all went through. In another word, I cannot use my coupon and I lost my money.
I sincerely request Revdex.com to lodge an investigation on this to see if they purposely preventing me from using the coupon.
Expedia.com Response
• Jan 21, 2020
January 21, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her account. We understand Ms. is requesting her account to be released to book future reservations.
We are informing Ms. we contacted our Transaction Department regarding her inactive account and verified that Expedia can no longer service Ms.’s account. We sincerely regret that we are unable to offer a more satisfactory response or resolution to
her concern.At Expedia we try as much as possible to provide not only excellent customer service, but we also try to exceed what is expected of us. However, we know that there are some instances when policies associated with the purchases made on our website
cannot allow for a resolution that is more favorable to our customers.We are not trying to discharge ourselves from any responsibility; we only want to convey that we are not able to provide Ms. with the specific details as we were advised she was informed of this decision prior to reaching out to the Better Business
Bureau.
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
Expedia.com Response
• Jan 26, 2020
January 26, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms.s Hoyin *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.We are informing Ms. that the coupons normally be available for immediate use within your Expedia.com account and is valid for one year if the account is active. The coupons cannot be used in a closed account towards a future booking. We understand
that Ms. would like to receive a refund for the coupons that was placed into her account. Unfortunately, Ms. need to contact the Transaction Department for further questions regarding a refund as we cannot override the decision that was granted on
the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Customer Response
• Jan 27, 2020
Complaint: ***
I am rejecting this response because:
Expedia basically did not resolve the problem created by themselves. Expedia ask me to contact the “Transaction department”, which is simply absurd because obviously this department is also run by Expedia and I have contacted Expedia a dozen times without anything thing they have done so far. The agent simply ask me to book via other email address which is not blocked and then “the department” will sort out the issue later.
My wife booked a hotel through Expedia.com for 1 night as we travelled home on a family trip. When we arrived at the hotel the staff could not find our reservation and we were told we didn't have one. I assumed this meant the reservation had failed perhaps because we made it while out of town maybe the credit card hadn't worked or been flagged as suspicious. So we left - and drove on to the next exit and paid for a room in a different hotel. When we got home I saw that we were indeed charged for the room. When we tried to contact Expedia & the *** to resolve it - Expedia told us they couldn't refund us (even though they billed us) and the hotel staff had several stories (we were no shows, we changed our minds, etc) and they refused to refund us as well. This same scenario has happened to hundreds of other travelers from our research- and we now see what Expedia truly offers: nothing. Cost us $78 to learn this.
Expedia.com Response
• Jan 21, 2020
January 21, 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 upon arrival they did not have his reservation and he had
to rebook at a different property.
Our records indicate that on October 5, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s mobile site, under itinerary *** with stay at the ***/ I 90 check-in on
October 6, 2019 and check-out on October 7, 2019.
Upon review, we contacted the hotel and advocated on Mr.’s behalf. Our representatives were able to speak with ***, Hotel General Manager, and were advised that because the reservation was not utilized, she would approve of a refund.
We will process the refund to his original form of payment and his bank can administer the funds to the proper account usually within 7-10 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
Customer Response
• Jan 21, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I used Expedia to book economy round trip tickets on *** from Penang, Malaysia to Batam, Indonesia. I never saw any alert that anything was amiss with our bookings. On the outgoing leg my wife and I checked bags with no problem--having at least 20 kg of allowance each. However, at check-in for the return flights from Batam we were informed by *** that we had zero checked luggage allowance. Their staff expressed surprise that this could happen on a single economy round trip itinerary. Under protest we paid $245.60 to get our 29 kg of checked luggage home. This amount was roughly equivalent to one of our RT tickets. At the layover at Subang (Kuala Lumpur) airport, the *** staff blamed Expedia for this saying that if we had booked directly from ***, we would have seen a very clear indicator on their website if there was a discrepancy between luggage allowances going and coming.
Today I spent a lot of time talking to Expedia customer service agents and to a manager. They insisted that they were not at all responsible for us getting hit with hundreds of dollars in charges. They said that if I'd clicked on obscure hypertexts in small print, on the reservation, I might have seen that added luggage charges could be required on the return flight.
I've flown airliners for 44 years. Not only have I never had this nasty trick pulled on me before; I have never heard of any of my colleagues ever facing this kind of scheme.
I believe that both *** and Expedia are at fault. Expedia does not offer a clear alert that the customer is about to buy a round trip itinerary with a substantial discrepancy in luggage allowance on the various legs. And ***--in their negotiations with Expedia about how their flights will be represented, did not assure that Expedia would offer the clarity that they claim they offer on their own airline website.
When the Expedia manager made it clear that they would not resolve this problem, I informed him that I would report this to the Revdex.com and perhaps too to the FTC, and that I (a longtime loyal customer) would cancel my account once my future itineraries are completed. He offered to credit my account with a $100 coupon. This is less than half of the cost I incurred due to the lack of clarity on their site. I politely declined that stating that it was not a serious solution to a problem that will--apparently--continue to plague Expedia customers.
My coworker and I have been travelling from West Virginia to California on a job and on the way into Salt Lake City I booked a room at a hotel through expedia.com. I mistakenly booked it for the wrong day. When I got to the hotel and called to have the issue resolved the expedia employee called the hotel to have the reservation moved to the correct day and the front desk associate was unable to move the reservation without my card being charged twice. So the expedia employee told me that I could not have a refund and that it was my fault for not reading that the room was non-refundable. I knew that the room was non-refundable and I wasn't trying to get a refund I only wanted the booking moved to another date I was even willing to pay any rate change that may occur due to the date change. This company does nothing but handle bookings. This is a disgrace that they can't do something to correct a simple honest mistake. The customer service was absolutely horrible.
Expedia.com Response
• Jan 17, 2020
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 . We understand *** is requesting a refund.
Our records indicate on January 12, 2020, ***, or a person authorized for the Expedia account, self-booked one night with the ***, via the Expedia.com mobile app, for check in on January 19, 2020.
The terms and conditions of the reservation were provided online and accepted when the purchase was completed. They stated that the reservation was nonrefundable and changes were not allowed.
The customer called and requested a date change. We contacted the property on behalf of the customer and they were unable to grant the waiver requested. Expedia is unable to provide compensation for standard hotel costs or other travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked 2 round trip plane tickets on *** through Expedia to Paris. I also booked the recommended travel insurance. At the end of December the travel company cancelled my tour of Paris inexplicably and refunded my tour package cost. I contacted expedia to be reimbursedfor the cost of the two plane tickets which is $2590.82 total. I was advised on my first that Expedia does not reimburse for flights and told to file a claim. The insurance denied my claim and expedia still will not reimburse me the cost of my tickets. I need my money back! Please help me, I have called them 4 times now and they are refusing to help. I even called *** but they referred me back to Expedia since I booked through them.
Expedia.com Response
• Jan 17, 2020
January 17, 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 May 24, 2019, Ms. self-booked a round-trip flight reservation on Expedia.com for two passengers via itinerary number ***. The trip start date was scheduled for March 21, 2020 and returning March 29, 2020. The flight was booked departing from Dallas Fort Worth (DFW) and arriving in Paris, France (CDG). Ms. also purchased a Flight Protection Plan. We understand from the complaint, Ms. believes that because she purchased the protection plan she is due a full refund of the amount she paid for the tickets ($2590.82). Ms. is requesting a full refund of the airline tickets, a total of $2590.82.
Upon researching the customer’s complaint we can confirm that the customer purchased Basic Economy fare tickets which are non-refundable. Ms. is aware she purchased Basic Economy tickets. The Flight Protection Plan Ms. 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.
I have listened to the calls Ms. made to Expedia. Ms. first contacted Expedia on December 29, 2019, and mentioned she wanted to cancel and be refunded for her airline tickets because a tour she had booked elsewhere had been canceled. Since the airline tickets are non-refundable and Expedia is unable to refund Ms. was asked to contact the insurance provider and ask if they would allow a refund. On January 13, 2020, Ms. contacted Expedia and informed the agent that the insurance provided had not authorized a refund for the reason provided. Ms. mentioned she had called the airline and they referred her back to Expedia since she had booked through our site. Since the airline ticket policy mentions the tickets are non-refundable there was nothing the airline could provide and will typically refer the customers back to the company they booked through. The Expedia agents Ms. spoke to again confirmed no refund would be provided and advised that Ms. does have a flight credit available until May 24, 2020. The credit is valid for up to one year of the ticket purchase date which was May 24, 2019. Ms. asked for her call to be escalated first to a supervisor and then to a manager. When speaking to the Expedia manager Ms. mentioned she would file a complaint with the Revdex.com and the Federal Trade Commission since she was not provided with a refund for her airline tickets.
I have also listened to the second call Ms. made on January 14, 2020. On that call Ms. asks for information on how to use her flight credit. Ms. is advised that she must use the flight credit with the same airline and must depart from the same country as she originally booked. Ms. mentions that since March she has been living in Mexico and would not be able to use the credit since the airline ticket mentions she must depart from the U.S. Ms. is reminded she booked her flight departing from the U.S. and per the airline policy the credit must be used for a flight departing from the U.S. Ms. becomes upset and used foul language with the agents she speaks with. Ms. called the Travel Protection a sham and mentioned she has already filed a claim with the Revdex.com and the Federal Trade Commission.
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. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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.
I have also attached screenshots shown of our website which shows customers are provided the details and disclosures for the Flight Protection Plan. We have now documented Ms.’s Expedia account with the information provided on this response.
We do regret any inconvenience Ms. 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 1-866-310-5768.
I booked a flight on Expedia .com. Today I went online to verify my flight and the website stated my flight was cancelled. I never received any notification of the flight being cancelled nor did I cancel the flight. When I contacted Expedia they started I need to contact the airline directly. When I asked why they didn't notify me they stated they didn't know. When I pointed out their website shows it as cancelled so they must know they just kept repeating I need to contact the airline directly. Expedia is not adding value or taking any responsibility.
Expedia.com Response
• Jan 21, 2020
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 10, 2020, Mr. or an authorized account user self-booked a flight on Expedia’s website under itinerary ***. Travel is with ***, traveling from Charlotte, NC, USA to Cancun, Mexico departing on April 12, 2020 and returning on April 18, 2020, for a total $2744.40. We understand Mr. is requesting that Expedia contact the airline on his behalf to assist him in reinstating his cancelled flight reservation.
On January 13, 2020, Mr. contacted Expedia to request details behind his cancelled flight appearing within his Expedia account. Regrettably, Mr. was informed that he selected a, " Low Cost Carrier", flight reservation. Therefore, Expedia cannot access his tickets and must direct all service related needs specifically to," *** Airline".
Additionally, Expedia’s Terms of Use, and the flight restrictions which were agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** Restrictions:
Tickets are non-refundable and non-changeable.
Low Cost Carrier Restrictions:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** is the operating carrier and merchant of record (the entity that received Mr. funds and is the company that charged his credit card). We must abide by the terms and conditions set forth by *** Airlines.
In addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We added an attachment to this complaint giving a visual of our Low Cost Carrier disclosers found on Mr. itinerary confirmation. Inconclusion, Mr. may contact *** at the following number ***, to discuss his flight reservation in full detail as only that airline has direct access to his tickets.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Jan 21, 2020
Complaint: ***
I am rejecting this response because: A consumer has a reasonable expectation that the booking agency would notify them of a cancelation. Expedia was aware of the cancellation as it was displayed on their website. The lack of notification/communication could result in a significant increase in cost, inability to book another flight, or significant change in schedule. Simply notifying the consumer would avoid these possibilities and is Expedia's duty regardless of the legal disclaimers/small print they attach to an email. This slight change by Expedia would eliminate an indie burden on countless consumers. The value Expedia would realize by avoiding negative customer experience and reputation impact would far outweigh the programming necessary to send this email/notification.
My account email is ***. I have 13,053 points on my account which I cannot use because there is some kind of hold on my account. I have called repeatedly (twice in December) and once last week to address the issue, each spending at least 1.5 hours on the phone to resolve the issue. Because I cannot use the points on my account, I cannot use them to redeem value towards a hotel that I booked in *** from Feb 6 to Feb 8. I tried at least 20 times to book using the points on my account, or even to just book out of pocket on the account, to no avail. The points would equate to $186.82 per the reservation system, if I were able to use the account to book. I have booked through a different profile as I had no choice but to do so, spending $418.04 out of pocket, but now demand the refund of $186.82 that my points would allow me to redeem.
Expedia.com Response
• Jan 20, 2020
January 20, 2019Revdex.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. Ms. is seeking a refund of $186.82.
Due to the mishandling of Ms.’s account, Expedia can no longer provide her services. The Expedia website advises that , “we retain the right at our sole discretion to deny access to anyone to this Website and the services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms of Use.”
We respectfully request that you close this complaint as resolved. 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 22, 2020
Complaint: ***
I am rejecting this response because:the business is making no attempt to resolve the issue at all. I have tried to reach out to Expedia at least 20 times to address the issue, they are not letting me use the points on the account and I cannot redeem them for value on the hotel that I am trying to book. No one from Expedia is helping me.
Sincerely
I was charged double for an extra guest fee. When I called on 1/12/20 the lady would not give me a case number or extension to reach her after putting me on hold for 30 minutes and then hanging up. I would like a refund of the extra charge.
Expedia.com Response
• Jan 17, 2020
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on September 26, 2019, ***, or a person authorized for the Expedia account, booked one night with the *** for three adults.
The cost of the pre paid reservation included an extra guest fee of $66.94. We verified with the hotel that the extra guest fee should have been $33.47 for the third guest. A refund of $33.47 was processed back to the original form of payment on January 16, 2020. The refund time frame varies based on the processing time of the credit card company.
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.
Expedia is refusing to refund me $88 for a car rental "Collision Damage Plan" (insurance) AS PREVIOUSLY AGREED with an Expedia representative BEFORE renting the car.
Car rental company has RE-confirmed I am due this refund because I bought TOTAL/FULL/COMPLETE insurance from them for $433.92. They are still waiting for Expedia to call them.
Expedia.com Response
• Jan 17, 2020
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 car and collision coverage. We understand *** is requesting a refund.
Our records indicate on October 10, 2019, ***, or a person authorized for the Expedia account, booked a car reservation with *** in Costa Rica, and collision coverage with Travel Guard.
We understand that the specific location that the car was rented with through *** did not accept the insurance coverage purchase with Travel Guard; and, they required the customer to purchase the coverage through another channel. The Travel Guard coverage was refunded in the amount of $88.00 on January 16, 2020. The refund time frame varies based on the processing time of the credit card company.
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 S
Corporate Correspondence Team
Customer Response
• Jan 23, 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.
Customer service at *** a member of Expedia, is terrible. Rented a property through ***. Renter kept 300 Euro deposit and *** would do nothing to get our deposit returned. "Not our problem" is their standard answer. Amanda was especially *** and not helpful at all. I gave it 1 star because I had to, I wanted to give it zero stars.
Booked bundle package (Flight , Hotel and Rental ) for Italy with Expedia , Flight schedule changed 4 times and I had to cancel my plan to Itlay . Asked Expedia to cancel my package they gave me partial refund only for hotel and rental car . For flight they didn't give me refund stating that flight was non refundable . Because of multiple flight time changes I had to cancel my plan I need full refund on my flight as I never travelled and had to cancel my whole trip because of flight inconvenience.
Expedia.com Response
• Jan 16, 2020
January 16, 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 $585.50 for the flight. We understand that Mr. is seeking a refund for the flight that he did not take due to the time changes.
Our records indicate on May 21, 2019, Mr. or an authorized user of the account self-booked a package reservation with a round trip flight on *** departing on November 1, 2019 from Washington, DC to Milan, Italy, returning on November 11, 2019; along with an eight night hotel reservation at the ***; a eight day rental car reservation with *** and the Collision Damage Plan via ***.
On September 17, 2019, the customer called in to check and see if he could cancel the flight and the hotel. the customer advised he will call back later.
On September 18, 2019, the customer call to cancel the flight. Our representative advised the flight was non-refundable, and the customer decided to keep the ticket. There are no other notes or documentation on the account.After further review on January 16, 2020, I reviewed the airline record, verified the numerous minor schedule changes and the fare rules for the *** airline ticket. All the schedule changes were minor, the fare rule list the ticket was non-refundable; it could be change for a $300 fee plus any fare difference, but the reservation needed to be changed on or before the original travel date, after travel date the ticket is of no value.
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. 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.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Expedia.com Response
• Jan 30, 2020
January 30, 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 Mr. did not accept our response.
We are again responding to Mr. complaint regarding Mr. request for a refund. Expedia previously investigated the *** Airline fare rules for the round trip ticket that was purchased. *** fare rules state the reservation needed to be changed on or before the original travel date, after travel date the ticket is of no value. The Based on the above the ticket has no value since there was no requested change prior to the departure flight. Expedia cannot honor your request for a refund. 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 30, 2020
Complaint: ***
I am rejecting this response because there was misrepresentation of information on my itinerary from expedia webiste ( Tickets are refundable with 300 $ penalty ) and I was told it is non refundable when I made call and email expedia.
I purchased an *** using the Exepdia App on 14 December 2019. Midway through, there was a technical problem and I was informed to repeat the purchase. I obliged and immediately contacted Expedia via the chat function. I do not live in the USA, so I used the chat function all 4 times I contacted Expedia. I was told the second debit would be returned in 2-5 days, it was on hold. 2 days later on 16 December 2019, a NEW debit - not a refund (credit) - was charged to my card, in addition to the actual purchase making it 3 debits. I contacted AGAIN on 19 December (the 5th day) and provided a Bank Statement showing 3 debits and not a single credit from Expedia. This time, I was provided with an email to take to my bank who in turn confirmed THREE more times that they have in fact received a request to debit my account and NO requests for a credit. I contacted Expedia YET AGAIN and was accused of having forged the Bank letterhead! It is from ***, which is ironic giving how global the Bank is. The debits were dated 14th Dec (2 times), 16th December and there is NO CREDIT. Tessa (Manager) customer service refused to provide a written statement that she had told me "She doesn't care" about the US$760 taken erroneously from my account 3 times. When I burst into tears because I was on the phone with 4 different people, today specifically, from 14:36 hours until 18:28 hours when I put down the phone she had by now accused me of lying and being fraudulent, claiming it was the airline's fault or apologise for my time. She said it's not her job(!) and asked me why I waited until 11 January 2020, entirely ignoring that I've contacted Expedia more than 5 times and provided them with all they have requested repeatedly since then. I am shocked and horrified at how entirely ignorant of basic banking practices a supposed Manager is! She did not know the difference between a credit and a debit and she didn't understand how electronic payments and holds work.
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 Ms. ***, Revdex.com case number *** regarding a refund for $$760.80. We understand that Ms. is seeking a refund for duplicate charges.
Our records indicate on December 13, 2019, Ms. or an authorized user of the account self-booked a one-way flight on *** departing on December 18, 2019 from Gaborone, Botswana to Harare, Zimbabwe, via ***. A confirmation email was emailed to the email address on file, it was and reviewed five times.
On December 17, 2019, the customer communicated with our CHAT team. Our CHAT team advised that there were pending authorizations on her account due to issues when booking on our application. Our representative advised the customer of the timeframe the funds should be released.
On December 23, 2019, the customer communicated with our CHAT team again and advised it's been more than seven days and the pending authorizations have not been released. Our representative contacted the airline and they confirmed there is just one charge of $368.00. Our representative sent a receipt to the customer.
On January 11, 2020, the customer’s call was transferred from our chat support. The customer was claiming that there were still pending authorizations on her account from a booking made on December 16, 2019. Our representative reviewed the billing history and was able to see that there was a cancelled amount for $368.00 and $2.28 and a completed amount of $368.00 and $2.28. Our representative called the bank but it was closed and advised the customer to call back on Monday so we can contact the bank or to get a letter from the bank stating the funds have not been released back into the account.
On January 13, 2020, the customer communicated with our CHAT team and requested to speak with a manager. The customer would not allow the representative to ask any questions. She was calling regarding a refund that she has not received as yet.
On January 14, 2020, our Executive Escalation Team reviewed the customer case and documented the customer was requesting a refund. The customer advised she had been charged three times for the same itinerary ***. Per the customer credit card statement, she was charged once by Expedia for a $2.28 booking fee for itinerary *** and a charge $368.00 by ***. The second and third charges were for two other tickets in the amount of $290.20 each from *** and a $2.36 Expedia booking fee for an itinerary under a different account different itineraries and email address.
After further review on January 20, 2020, I have been able to verify there are three separate itineraries on two separate accounts. Each was for a one-way flight, all have been flown on and are valid. Each received a confirmation itinerary that was reviewed on multiple occasions. Because one of the itineraries was booked under another account Expedia is not able to release the detailed account information related to the itinerary. Expedia can state that Ms. may want to verify with her financial institution the validity of the charges.
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 and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking 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
Customer Response
• Jan 20, 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 made a booking for a hotel prepaid in Beijing China. *** Was the booking number. It was confirmed and paid for. Upon arrival in China after a 16 hour flight I took a taxi to the hotel and they couldn’t find the booking. I spent over an hour trying to get checked in. Finally I turned on roaming on my phone at a cost and called Expedia. They had no explanation. Just told me to wait for a few hours to hear from their security department. At this time I needed a bed the hotel offered me a much higher rate to pay in cash. I finally found another hotel and took another taxi there. Days later Expedia’s security department called me and told me it was a big mistake and shouldn’t have happened. Also to contact customer service for compensation. I did and they told me that the reservation was honored!
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting compensation as he arrived
at the property and his reservation as it was cancelled.
Our records indicate that on December 13, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s mobile app, under itinerary ***
with stay at the *** check-in on December 13, 2019 and check-out on December 14, 2019.
Our research indicates that our customer service representatives were first contacted on January 8, 2020 regarding his concerns that Mr. were unable to use his reservation. However, Expedia
was not contacted during travel, we were unable to assist Mr. with finding alternate accommodations when he encountered issues with his reservation. We have since verified that his Expedia
Reward’s point’s totaled 5,460 has been returned into Mr.’s reward account.
We have provided Mr.’s online Expedia account with 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 Mr. will allow us the opportunity to improve on 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 M
Corporate Correspondence Team
I booked a car rental through expedia points. I was quoted $333. The bill was $755. Not only were my points taken, but I was also charged for this amount. So I am paying twice. Expedia blames the car rental agency about the change, and will not remedy my points, or help in determining why I was almost charge three times the original amount. Last year, Expedia changed my whole itinerary two days before my trip (changed the city, hotel, dates of my vacation) with no notice. While the latter issue eventually got resolved, I have taken 10+ hours of my life trying to resolve these issues.
January 20, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 car. We understand *** is requesting a refund.
Our records indicate on December 9, 2019, ***, or a person authorized for the Expedia account, reserved a midsize car with *** for five days, with pick up at *** in Phoenix, for pick up on December 21, 2019.
The car reservation with *** was made via the Expedia for TD platform, but the reservation was provided by, and the car was supplied by ***. The terms of the reservation stated that the base rate and estimated taxes on the base rate for the rental would be US$235.34 at pick up. The cost quoted by *** had a value of C$311.94 at the time of reservation.
Any additional time, upgrades, fees, services (such as coverage, or fuel plans) or items (such as equipment or GPS) that the customer is billed for, would be charged directly by *** during the rental. Expedia did not collect any charges from the customer. As such, we are unable to process a refund.
We contacted *** on behalf of the customer and they were not able to discuss the charges for the rental with us. The customer may contact *** directly regarding any charges billed by ***.
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 S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I would like the points the I was charged in addition to the exorbitant fees I was charged for the car. I’ve been charged twice. You also didn’t address the issue with changing my whole trip without notice. How can I trust any product purchased through Expedia if this is the result? I’m definitely never using Expedia again.
Sincerely
January 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint, Revdex.com case number ***.
The customers original complaint did not state that any changes occurred. As previously advised regarding the charges from ***, we were not a party to the charges, and *** does not provide us a copy of the customer’s bill.
Expedia did not charge the customer for anything on the stand alone car reservation they made with *** in Canadian Dollars or point; and, there were no other items booked on itinerary ***. The itinerary and the customers email confirmation advised them that they would earn 188,313 points for the reservation, after it is completed.
If the customer provides a copy of their final billing detail from ***, and their exact inquiries regarding any changes or charges on that bill, we can forward it to ***. *** may not be able to discuss charges that were made directly between them and the customer with outside parties, and might have to speak to the customer directly.
If the customer has another itinerary number to inquiry on, please have them submit a separate complaint for each itinerary.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
We booked a flight/hotel package with Expedia for my husband, daughter, and I to fly from Wisconsin to Italy. The day of departure my husband and I could successfully check in but my daughters passport was rejected. Her passport was expiring 2 1/2 mths AFTER we were coming home but per international travel requirements Italy will not allow a passport to expire within 3 mths of our return date. Expedia advertises that they are a full service travel agency. They made a commission off of the sale of our package deal but had never asked to see our passports or let us know about this ahead of time. We have since discussed this with several friends, family members and co-workers who travel extensively and out of the 100+ people asked only TWO knew about this. We still had 3 hours until departure to figure out a plan. We could not just leave my daughter by herself at the airport (which was 200 miles from home). We were given instructions to get a same day passport in Chicago (about 1 hour away). They were closed that same day but we were willing to go there the next day. We needed Expedia to rebook our flights. We knew that to rebook their would be a fee of $300 per ticket. After hours on the phone we were not only not going to rebook to Italy but we were out the money we had spent. We called several times, spent several hours on the phone, tried to file a claim with our travelers insurance, tried to just cancel and be refunded and so much more. At one point one of their supervisors said that in all of her years at Expedia she "had never seen something so complex that she couldn't help us with". They were trying to work with 3 different airlines and even said our return tickets weren't with Expedia! At one point they asked me to put them on speaker phone with *** and hold the 2 phones up so they could talk! It was a disaster that could've be avoided had they truly represented us as the travel agency they claim to be in the first place.
January 19, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 package. We understand *** is requesting a refund.
Our records indicate on April.27, 2019, ***, or a person authorized for the Expedia account, self-booked a package including flights with ***, traveling from Milwaukee, WI, USA to Catania, Italy, departing on January 1, 2020, returning on January 11, 2020, a hotel reservation for eight nights, and package protection coverage, via itinerary ***.
The terms and conditions for the items purchased were provided at the time of booking. They were accepted at the time of purchase by the customer, with the website Terms of Use.
On January 1, 2020 the customer advised that they did not have the proper documents to complete the travel purchased. We reiterated the terms and conditions of the items as they were provided with purchase.
The hotel was refundable with a one night penalty. We contacted the hotel and advocated on behalf of our customers. They agreed to waive the penalty. The airline tickets have been changed by the customer directly with the airline.
Expedia does not have knowledge of the customer’s travel documents or circumstances. The customer is responsible to have the proper travel documents for the travel that they book. We provide the information necessary to understand their responsibility in the website Terms of Use:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
Expedia will not be able to provide a refund or compensation due to not having the proper travel documents, or for other travel expenses.
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 S
Corporate Correspondence Team
January 23, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case E-25625060
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint number 14092026.
The terms and conditions for the flights allowed cancelation for a refund prior to departure of the flights. Once the scheduled flight departure time passed, the tickets had no value for a refund whether the flights purchased were used or missed. Regarding changes, they were allowed if the new flights were selected and the tickets were reissued at the same time that the original flights were voluntarily canceled.
We received a call from the customer on January 1, 2020, about the time the flight was departing. They stated they were unable to board the flights due to not having proper documents. It was already past the time where changes or cancelations could be made.
We contacted the airline on behalf of the customer to see if any goodwill might be available. They advised that they would not be able to provide a refund or credit.
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 S
Corporate Correspondence Team
*** ATTACHMENTS REDACTED BY Revdex.com
I made a reservation on 9/8/19 with Expedia to rent a car from *** for $191.40. Upon arriving in Mexico on 12/28/19, *** refused to honor the reservation. After 2 hours of phone calls with Expedia, Expedia told my wife to just book a car with *** and they would refund us the difference. I have an email from Expedia expressly stating they would refund the difference. *** charged my credit card 44,000 pesos, which my credit card company converted to $2345.71 USD, an exchange rate of 18.7576 pesos per dollar. ISSUE #1: Expedia has only refunded me $1485.60, claiming they only owe me for the base car rental figure of 31,661.08 pesos, an exchange rate of 21.311 pesos per dollar. ISSUE #2: Expedia is refusing to refund me for the *taxI paid on the 31661.08 pesos, which doesn't make sense because in my original booking, Expedia makes it clear that taxes ARE included when you make a reservation. The tax I paid on the 31661.08 pesos was 5065.77 pesos. I can provide documentation for all of this, including the email from the Expedia rep indicating they would refund the difference (no caveats were stated) and my rental agreement from National which shows the charges in detail.
January 17, 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. We understand that Mr. is seeking a refund for the taxes and the exchange rate on his *** Reservation.
Our records indicate on September 8, 2019, Mr. or an authorized user of the account self-booked an 11-day car rental reservation with ***, picking up the car on December 28, 2019 and returning on January 8, 2020 via itinerary ***.
On December 28, 2019, the customer called and advised when he arrived to pick up the car the vendor advised they did not have any cars. He advised he had another Expedia agent on the other line and while on hold with the vendor the customer call disconnected. Our representative called back and no one answered. The customer called us back and our representative called the vendor and they advised they did not have any cars available. Our representative advised the customer to rebook but the customer stated he wanted the same price as the original reservation. Our representative advised the prices and availabilities are subject to changing.
On January 11, 2020 – a Expedia representative call the vendor and verified there were no cars was available. The representative issued a refund for $1485.60 the difference in the cost of original reservation and the new reservation.
From December 30, 2019 – January 16, 2020, there were numerous emails between Mr. and Expedia. Mr. requested to be refunded for the difference in the cost of the new car rental and the *** that didn’t have a car available for him when he arrived. Expedia emailed the customer asking him to email in a receipt for the new rental car charges and advised Expedia would refund the difference. After receiving the receipt, Expedia emailed Mr. and advised he had been refunded $1485.60 to his original form of payment. We advised this was the difference in the cost of the car rental without any extras. Mr. then ask for the $270.00 in taxes on the rental cost of 33661.08MXN. Expedia replied back advising we are only able to refund the cost of the car.After further investigation on January 17, 2020, I reviewed the account and verified a refund of $1485.60 had been issued on January 11, 2020. The rental cost without any extras was 31661.08MXN. The tax calculation on 31661.08MXN is 16% tax which is equal to 5065.77MXN amounting to $270.66. Expedia has issued a refund for $270.66, the refund will appear on the original card charged within three to seven business days. Expedia has emailed a refund receipt to the email address on file. Expedia is not able to honor an exchange rate.
In addition, at the time of completing her 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 FCorporate Correspondence Team
We have recently bought a trip on Expedia.com but the price changed with a $1600 difference in a short period of time. The company was not even negotiating for at least a partial reimbursement! We were very disappointed and will never use Expedia again!!!
I purchased plane tickets to Hawaii for my family through Expedia. I purchased the travel protection on all of the tickets because one of the tickets we purchased was for our nanny. This was through *** travel on the Expedia website and lumped into one purchase. Our nanny quit without any notice to our family. Leaving us in a hardhsip for childcare. When I called to cancel the ticket for the nanny I was told that I cannot get a refund or change the name on the ticket. The protection plan is advertised as 100% trip cancellation coverage. I purchased this with Expedia. Nowhere did it say that there were rules for the cancellation. It said 100% guaranteed coverage. I submit my claim and it was denied. I then reached out to appeal the denied claim and was told I can escalate to management. I still have not heard back. This doesn’t seem right to advertise 100% trip cancellation coverage and then not have it be covered. I just had a new baby as well. I asked if the ticket can be put in the baby name and they said no. So now I have no extra seat and I am out the money. I would not have bought the coverage if I knew it did not cover the ticket if cancelled. This is not right and I should be refunded my money but I also can’t get a response back from their management even though I have tried. Do not purchase trip coverage from *** travel insurance because you won’t get a refund if you cancel a ticket unless it’s for death. This appears as false advertising from Expedia and from *** Travel insurance.
February 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding feeling deceived about the protection she paid for. We understand that Ms. is seeking a refund for the one ticket she cancelled.
Our records indicate October 11, 2019, Ms. or an authorized user of the Expedia account booked five combined one-way flight departing on March 7, 2020 from Seattle, WA to Honolulu, HI and returning on March 15, 2020 along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed once.
We can confirm on December 11, 2019, Ms. called in stating she wanted to cancel just one ticket because the traveler is no longer traveling with them. Our representative advised of the basic economy fare and the customer decided to leave the reservation as is. The representative divided the traveler from each of the records and cancelled the itineraries.
After further review on February 5, 2020, I was able to review the account, the confirmation itinerary, the rules of the fares and the protection plan. The fares that were ticketed are non-refundable and changes are not permitted, the tickets are also non-transferrable. Ms. has stated she has been denied by *** (the provider of the protection). The type protection that was purchased was based on covered reasons.
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. Delta and Hawaiian Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
At the time Ms.’s completed her booking, she agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
If we may suggest, Ms. may want to contact *** again since they denied her original claim. She can contact *** at *** for any further assistance with her Flight Protection Plan.Based on the above we are not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:when I purchased the trip protection it said there was 100% trip cancellation coverage. Typically it will say restriction apply next to the offering or something if the advertised has restriction. I feel very deceived in this matter. I would not have purchased this plan if I knew this wasn't covered and I also wouldn’t have purchased the ticket for our nanny. I have reached out to the travel protection company two times and they have denied my claim as well. Between Expedia or *** travel porotection I should be reimbursed for this ticket since it is advertised as 100% trip protection..
Sincerely
RANT***RANT***RANT***
EXPEDIA *** Example of price gouging ***
Important Information***
The first numbers below are for a room I booked at the same time as as my SIL booked another room —that room info follows mine below.
We both *** hotels near SFO so that we had transport back to the airport. Both of us clicked on the hotel and were taken to Expedia.
I paid $842.00 for the exact same room type for three nights for two people . My SIL paid $393.87 with a bay view! for three people.
I requested that the difference be refunded first by the property on 11/20 and then Expedia on 11/22. The property said Expedia would need to issue the refund. Expedia said the property denied the refund request and there would be no refund issued because their prices change all the time.
I have repeatedly contacted Expedia to no avail. If “Their prices change all the time” why can’t Expedia refund the difference ???? The statement indicates Expedia sets the price not the property??
I am taking this venue as warning my friends about the practices of Expedia.
Choose as you will when booking personal travel.
As you know, when a person has had a bad experience it will be shared many times over.
I promised Expedia that I would share this proof of price gouging via social media and here it is:
Price Summary
Hotel
(Nov 22, 2019 - Nov 25, 2019)
Total $842.xx
Sister in law’s booking :
Summary
Room 1 Price
$393.87
Fri, Nov 22
$117.00
Sat, Nov 23
$117.00
Sun, Nov 24
$117.00
Taxes
$42.87
Total
$393.87
Collected by Expedia
??????????
I booked a hotel at expedia and within some minutes I cancelled my booking and called expedia customer service. The person on the phone told us to not to contact customer service and they will contact hotel to cancel the booking. The booking was not cancelled and I was charged the full amount. Upon calling customer service again they said that no case was opened on my behalf and it is too late to cancel a hotel but they will try and see if hotel can refund the amount and also told me they will check and see why no case was ever opened when I called the first time. Few days later I received an apology stating that the hotel could not be cancelled and we cannot refund the amount
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
On December 27, 2019, Mr. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with ***, Amarillo, Texas for a check in on December 27, 2019 and check out on December 28, 2019, for a total of $55.07. We understand that Mr. is seeking a refund based upon a request to cancel a non-refundable hotel stay that remained active for use.
Our records show on December 27, 2019, Mr. contacted Expedia to discuss canceling his hotel reservation as he selected the wrong destination. We advised him of the non-refundable hotel policy, Expedia then stated to Mr. that we will advocate on his behalf by contacting, *** for authorization to cancel without full penalty.
On December 29, 2019, Mr. contacted Expedia to follow-up on his cancellation/refund request . Regrettably, we were informed by *** that the room type and the rate selected at the time of booking is non-refundable. Therefore, we informed Mr. that a cancellation/refund was not authorized by the hotel.
Additionally, Expedia’s Terms of Use, and the hotel’s restrictive policy which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
***:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason
Your payment will not be refunded.
On January 21, 2020, as a courtesy Expedia processed a refund of $55.07, back to the original form of payment. The time it takes for the refund to post depends upon his bank, generally taking three to five days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Dear Sir,
I used Expedia to book a hotel last June. The refrigerator in my room burnt and there were smoke coming out. Basically I could not have a rest that night and the following night. I complained to Expedia and a $200 coupon was issued by Expedia for next use due to that incidence.
However when I tried to use the coupon this month, I found out whatever hotel that I picked, the booking could not be completed.
I have called the hotline trying to book with their help. To my surprise they told me that my account *** is blocked by a department for safety measure. They told me they afraid someone maybe using my account, which I told them it did not happen.
The agent and call center supervisor told me my account would not be able to book any hotel or travel packages at the moment until the limitation has been removed.
The supervisor told me when completing the booking in my account there was an error message or code that he cannot disclose. He tried to book the hotel without using my account and it all went through. In another word, I cannot use my coupon and I lost my money.
I sincerely request Revdex.com to lodge an investigation on this to see if they purposely preventing me from using the coupon.
January 21, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her account. We understand Ms. is requesting her account to be released to book future reservations.
We are informing Ms. we contacted our Transaction Department regarding her inactive account and verified that Expedia can no longer service Ms.’s account. We sincerely regret that we are unable to offer a more satisfactory response or resolution to
her concern.At Expedia we try as much as possible to provide not only excellent customer service, but we also try to exceed what is expected of us. However, we know that there are some instances when policies associated with the purchases made on our website
cannot allow for a resolution that is more favorable to our customers.We are not trying to discharge ourselves from any responsibility; we only want to convey that we are not able to provide Ms. with the specific details as we were advised she was informed of this decision prior to reaching out to the Better Business
Bureau.
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
January 26, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms.s Hoyin *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.We are informing Ms. that the coupons normally be available for immediate use within your Expedia.com account and is valid for one year if the account is active. The coupons cannot be used in a closed account towards a future booking. We understand
that Ms. would like to receive a refund for the coupons that was placed into her account. Unfortunately, Ms. need to contact the Transaction Department for further questions regarding a refund as we cannot override the decision that was granted on
the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia basically did not resolve the problem created by themselves. Expedia ask me to contact the “Transaction department”, which is simply absurd because obviously this department is also run by Expedia and I have contacted Expedia a dozen times without anything thing they have done so far. The agent simply ask me to book via other email address which is not blocked and then “the department” will sort out the issue later.
Sincerely
My wife booked a hotel through Expedia.com for 1 night as we travelled home on a family trip. When we arrived at the hotel the staff could not find our reservation and we were told we didn't have one. I assumed this meant the reservation had failed perhaps because we made it while out of town maybe the credit card hadn't worked or been flagged as suspicious. So we left - and drove on to the next exit and paid for a room in a different hotel. When we got home I saw that we were indeed charged for the room. When we tried to contact Expedia & the *** to resolve it - Expedia told us they couldn't refund us (even though they billed us) and the hotel staff had several stories (we were no shows, we changed our minds, etc) and they refused to refund us as well. This same scenario has happened to hundreds of other travelers from our research- and we now see what Expedia truly offers: nothing. Cost us $78 to learn this.
January 21, 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 upon arrival they did not have his reservation and he had
to rebook at a different property.
Our records indicate that on October 5, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s mobile site, under itinerary *** with stay at the ***/ I 90 check-in on
October 6, 2019 and check-out on October 7, 2019.
Upon review, we contacted the hotel and advocated on Mr.’s behalf. Our representatives were able to speak with ***, Hotel General Manager, and were advised that because the reservation was not utilized, she would approve of a refund.
We will process the refund to his original form of payment and his bank can administer the funds to the proper account usually within 7-10 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
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 used Expedia to book economy round trip tickets on *** from Penang, Malaysia to Batam, Indonesia. I never saw any alert that anything was amiss with our bookings. On the outgoing leg my wife and I checked bags with no problem--having at least 20 kg of allowance each. However, at check-in for the return flights from Batam we were informed by *** that we had zero checked luggage allowance. Their staff expressed surprise that this could happen on a single economy round trip itinerary. Under protest we paid $245.60 to get our 29 kg of checked luggage home. This amount was roughly equivalent to one of our RT tickets. At the layover at Subang (Kuala Lumpur) airport, the *** staff blamed Expedia for this saying that if we had booked directly from ***, we would have seen a very clear indicator on their website if there was a discrepancy between luggage allowances going and coming.
Today I spent a lot of time talking to Expedia customer service agents and to a manager. They insisted that they were not at all responsible for us getting hit with hundreds of dollars in charges. They said that if I'd clicked on obscure hypertexts in small print, on the reservation, I might have seen that added luggage charges could be required on the return flight.
I've flown airliners for 44 years. Not only have I never had this nasty trick pulled on me before; I have never heard of any of my colleagues ever facing this kind of scheme.
I believe that both *** and Expedia are at fault. Expedia does not offer a clear alert that the customer is about to buy a round trip itinerary with a substantial discrepancy in luggage allowance on the various legs. And ***--in their negotiations with Expedia about how their flights will be represented, did not assure that Expedia would offer the clarity that they claim they offer on their own airline website.
When the Expedia manager made it clear that they would not resolve this problem, I informed him that I would report this to the Revdex.com and perhaps too to the FTC, and that I (a longtime loyal customer) would cancel my account once my future itineraries are completed. He offered to credit my account with a $100 coupon. This is less than half of the cost I incurred due to the lack of clarity on their site. I politely declined that stating that it was not a serious solution to a problem that will--apparently--continue to plague Expedia customers.
My coworker and I have been travelling from West Virginia to California on a job and on the way into Salt Lake City I booked a room at a hotel through expedia.com. I mistakenly booked it for the wrong day. When I got to the hotel and called to have the issue resolved the expedia employee called the hotel to have the reservation moved to the correct day and the front desk associate was unable to move the reservation without my card being charged twice. So the expedia employee told me that I could not have a refund and that it was my fault for not reading that the room was non-refundable. I knew that the room was non-refundable and I wasn't trying to get a refund I only wanted the booking moved to another date I was even willing to pay any rate change that may occur due to the date change. This company does nothing but handle bookings. This is a disgrace that they can't do something to correct a simple honest mistake. The customer service was absolutely horrible.
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 . We understand *** is requesting a refund.
Our records indicate on January 12, 2020, ***, or a person authorized for the Expedia account, self-booked one night with the ***, via the Expedia.com mobile app, for check in on January 19, 2020.
The terms and conditions of the reservation were provided online and accepted when the purchase was completed. They stated that the reservation was nonrefundable and changes were not allowed.
The customer called and requested a date change. We contacted the property on behalf of the customer and they were unable to grant the waiver requested. Expedia is unable to provide compensation for standard hotel costs or other travel expenses.
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 S
Corporate Correspondence Team
I booked 2 round trip plane tickets on *** through Expedia to Paris. I also booked the recommended travel insurance. At the end of December the travel company cancelled my tour of Paris inexplicably and refunded my tour package cost. I contacted expedia to be reimbursedfor the cost of the two plane tickets which is $2590.82 total. I was advised on my first that Expedia does not reimburse for flights and told to file a claim. The insurance denied my claim and expedia still will not reimburse me the cost of my tickets. I need my money back! Please help me, I have called them 4 times now and they are refusing to help. I even called *** but they referred me back to Expedia since I booked through them.
January 17, 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 May 24, 2019, Ms. self-booked a round-trip flight reservation on Expedia.com for two passengers via itinerary number ***. The trip start date was scheduled for March 21, 2020 and returning March 29, 2020. The flight was booked departing from Dallas Fort Worth (DFW) and arriving in Paris, France (CDG). Ms. also purchased a Flight Protection Plan. We understand from the complaint, Ms. believes that because she purchased the protection plan she is due a full refund of the amount she paid for the tickets ($2590.82). Ms. is requesting a full refund of the airline tickets, a total of $2590.82.
Upon researching the customer’s complaint we can confirm that the customer purchased Basic Economy fare tickets which are non-refundable. Ms. is aware she purchased Basic Economy tickets. The Flight Protection Plan Ms. 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.
I have listened to the calls Ms. made to Expedia. Ms. first contacted Expedia on December 29, 2019, and mentioned she wanted to cancel and be refunded for her airline tickets because a tour she had booked elsewhere had been canceled. Since the airline tickets are non-refundable and Expedia is unable to refund Ms. was asked to contact the insurance provider and ask if they would allow a refund. On January 13, 2020, Ms. contacted Expedia and informed the agent that the insurance provided had not authorized a refund for the reason provided. Ms. mentioned she had called the airline and they referred her back to Expedia since she had booked through our site. Since the airline ticket policy mentions the tickets are non-refundable there was nothing the airline could provide and will typically refer the customers back to the company they booked through. The Expedia agents Ms. spoke to again confirmed no refund would be provided and advised that Ms. does have a flight credit available until May 24, 2020. The credit is valid for up to one year of the ticket purchase date which was May 24, 2019. Ms. asked for her call to be escalated first to a supervisor and then to a manager. When speaking to the Expedia manager Ms. mentioned she would file a complaint with the Revdex.com and the Federal Trade Commission since she was not provided with a refund for her airline tickets.
I have also listened to the second call Ms. made on January 14, 2020. On that call Ms. asks for information on how to use her flight credit. Ms. is advised that she must use the flight credit with the same airline and must depart from the same country as she originally booked. Ms. mentions that since March she has been living in Mexico and would not be able to use the credit since the airline ticket mentions she must depart from the U.S. Ms. is reminded she booked her flight departing from the U.S. and per the airline policy the credit must be used for a flight departing from the U.S. Ms. becomes upset and used foul language with the agents she speaks with. Ms. called the Travel Protection a sham and mentioned she has already filed a claim with the Revdex.com and the Federal Trade Commission.
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. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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.
I have also attached screenshots shown of our website which shows customers are provided the details and disclosures for the Flight Protection Plan. We have now documented Ms.’s Expedia account with the information provided on this response.
We do regret any inconvenience Ms. 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 1-866-310-5768.
Sincerely,
Daniel A Corporate Correspondence Team
I booked a flight on Expedia .com. Today I went online to verify my flight and the website stated my flight was cancelled. I never received any notification of the flight being cancelled nor did I cancel the flight. When I contacted Expedia they started I need to contact the airline directly. When I asked why they didn't notify me they stated they didn't know. When I pointed out their website shows it as cancelled so they must know they just kept repeating I need to contact the airline directly. Expedia is not adding value or taking any responsibility.
January 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 10, 2020, Mr. or an authorized account user self-booked a flight on Expedia’s website under itinerary ***. Travel is with ***, traveling from Charlotte, NC, USA to Cancun, Mexico departing on April 12, 2020 and returning on April 18, 2020, for a total $2744.40. We understand Mr. is requesting that Expedia contact the airline on his behalf to assist him in reinstating his cancelled flight reservation.
On January 13, 2020, Mr. contacted Expedia to request details behind his cancelled flight appearing within his Expedia account. Regrettably, Mr. was informed that he selected a, " Low Cost Carrier", flight reservation. Therefore, Expedia cannot access his tickets and must direct all service related needs specifically to," *** Airline".
Additionally, Expedia’s Terms of Use, and the flight restrictions which were agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** Restrictions:
Tickets are non-refundable and non-changeable.
Low Cost Carrier Restrictions:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** is the operating carrier and merchant of record (the entity that received Mr. funds and is the company that charged his credit card). We must abide by the terms and conditions set forth by *** Airlines.
In addition, Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We added an attachment to this complaint giving a visual of our Low Cost Carrier disclosers found on Mr. itinerary confirmation. Inconclusion, Mr. may contact *** at the following number ***, to discuss his flight reservation in full detail as only that airline has direct access to his tickets.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: A consumer has a reasonable expectation that the booking agency would notify them of a cancelation. Expedia was aware of the cancellation as it was displayed on their website. The lack of notification/communication could result in a significant increase in cost, inability to book another flight, or significant change in schedule. Simply notifying the consumer would avoid these possibilities and is Expedia's duty regardless of the legal disclaimers/small print they attach to an email. This slight change by Expedia would eliminate an indie burden on countless consumers. The value Expedia would realize by avoiding negative customer experience and reputation impact would far outweigh the programming necessary to send this email/notification.
Sincerely
My account email is ***. I have 13,053 points on my account which I cannot use because there is some kind of hold on my account. I have called repeatedly (twice in December) and once last week to address the issue, each spending at least 1.5 hours on the phone to resolve the issue. Because I cannot use the points on my account, I cannot use them to redeem value towards a hotel that I booked in *** from Feb 6 to Feb 8. I tried at least 20 times to book using the points on my account, or even to just book out of pocket on the account, to no avail. The points would equate to $186.82 per the reservation system, if I were able to use the account to book. I have booked through a different profile as I had no choice but to do so, spending $418.04 out of pocket, but now demand the refund of $186.82 that my points would allow me to redeem.
January 20, 2019Revdex.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. Ms. is seeking a refund of $186.82.
Due to the mishandling of Ms.’s account, Expedia can no longer provide her services. The Expedia website advises that , “we retain the right at our sole discretion to deny access to anyone to this Website and the services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms of Use.”
We respectfully request that you close this complaint as resolved. 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:the business is making no attempt to resolve the issue at all. I have tried to reach out to Expedia at least 20 times to address the issue, they are not letting me use the points on the account and I cannot redeem them for value on the hotel that I am trying to book. No one from Expedia is helping me.
Sincerely
I was charged double for an extra guest fee. When I called on 1/12/20 the lady would not give me a case number or extension to reach her after putting me on hold for 30 minutes and then hanging up. I would like a refund of the extra charge.
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on September 26, 2019, ***, or a person authorized for the Expedia account, booked one night with the *** for three adults.
The cost of the pre paid reservation included an extra guest fee of $66.94. We verified with the hotel that the extra guest fee should have been $33.47 for the third guest. A refund of $33.47 was processed back to the original form of payment on January 16, 2020. The refund time frame varies based on the processing time of the credit card company.
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 S
Corporate Correspondence Team
Expedia is refusing to refund me $88 for a car rental "Collision Damage Plan" (insurance) AS PREVIOUSLY AGREED with an Expedia representative BEFORE renting the car.
Car rental company has RE-confirmed I am due this refund because I bought TOTAL/FULL/COMPLETE insurance from them for $433.92. They are still waiting for Expedia to call them.
January 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: 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 car and collision coverage. We understand *** is requesting a refund.
Our records indicate on October 10, 2019, ***, or a person authorized for the Expedia account, booked a car reservation with *** in Costa Rica, and collision coverage with Travel Guard.
We understand that the specific location that the car was rented with through *** did not accept the insurance coverage purchase with Travel Guard; and, they required the customer to purchase the coverage through another channel. The Travel Guard coverage was refunded in the amount of $88.00 on January 16, 2020. The refund time frame varies based on the processing time of the credit card company.
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 S
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
Customer service at *** a member of Expedia, is terrible. Rented a property through ***. Renter kept 300 Euro deposit and *** would do nothing to get our deposit returned. "Not our problem" is their standard answer. Amanda was especially *** and not helpful at all. I gave it 1 star because I had to, I wanted to give it zero stars.
Booked bundle package (Flight , Hotel and Rental ) for Italy with Expedia , Flight schedule changed 4 times and I had to cancel my plan to Itlay . Asked Expedia to cancel my package they gave me partial refund only for hotel and rental car . For flight they didn't give me refund stating that flight was non refundable . Because of multiple flight time changes I had to cancel my plan I need full refund on my flight as I never travelled and had to cancel my whole trip because of flight inconvenience.
January 16, 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 $585.50 for the flight. We understand that Mr. is seeking a refund for the flight that he did not take due to the time changes.
Our records indicate on May 21, 2019, Mr. or an authorized user of the account self-booked a package reservation with a round trip flight on *** departing on November 1, 2019 from Washington, DC to Milan, Italy, returning on November 11, 2019; along with an eight night hotel reservation at the ***; a eight day rental car reservation with *** and the Collision Damage Plan via ***.
On September 17, 2019, the customer called in to check and see if he could cancel the flight and the hotel. the customer advised he will call back later.
On September 18, 2019, the customer call to cancel the flight. Our representative advised the flight was non-refundable, and the customer decided to keep the ticket. There are no other notes or documentation on the account.After further review on January 16, 2020, I reviewed the airline record, verified the numerous minor schedule changes and the fare rules for the *** airline ticket. All the schedule changes were minor, the fare rule list the ticket was non-refundable; it could be change for a $300 fee plus any fare difference, but the reservation needed to be changed on or before the original travel date, after travel date the ticket is of no value.
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. 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.
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
January 30, 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 Mr. did not accept our response.
We are again responding to Mr. complaint regarding Mr. request for a refund. Expedia previously investigated the *** Airline fare rules for the round trip ticket that was purchased. *** fare rules state the reservation needed to be changed on or before the original travel date, after travel date the ticket is of no value. The Based on the above the ticket has no value since there was no requested change prior to the departure flight. Expedia cannot honor your request for a refund. 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
Complaint: ***
I am rejecting this response because there was misrepresentation of information on my itinerary from expedia webiste ( Tickets are refundable with 300 $ penalty ) and I was told it is non refundable when I made call and email expedia.
Sincerely
I purchased an *** using the Exepdia App on 14 December 2019. Midway through, there was a technical problem and I was informed to repeat the purchase. I obliged and immediately contacted Expedia via the chat function. I do not live in the USA, so I used the chat function all 4 times I contacted Expedia. I was told the second debit would be returned in 2-5 days, it was on hold. 2 days later on 16 December 2019, a NEW debit - not a refund (credit) - was charged to my card, in addition to the actual purchase making it 3 debits. I contacted AGAIN on 19 December (the 5th day) and provided a Bank Statement showing 3 debits and not a single credit from Expedia. This time, I was provided with an email to take to my bank who in turn confirmed THREE more times that they have in fact received a request to debit my account and NO requests for a credit. I contacted Expedia YET AGAIN and was accused of having forged the Bank letterhead! It is from ***, which is ironic giving how global the Bank is. The debits were dated 14th Dec (2 times), 16th December and there is NO CREDIT. Tessa (Manager) customer service refused to provide a written statement that she had told me "She doesn't care" about the US$760 taken erroneously from my account 3 times. When I burst into tears because I was on the phone with 4 different people, today specifically, from 14:36 hours until 18:28 hours when I put down the phone she had by now accused me of lying and being fraudulent, claiming it was the airline's fault or apologise for my time. She said it's not her job(!) and asked me why I waited until 11 January 2020, entirely ignoring that I've contacted Expedia more than 5 times and provided them with all they have requested repeatedly since then. I am shocked and horrified at how entirely ignorant of basic banking practices a supposed Manager is! She did not know the difference between a credit and a debit and she didn't understand how electronic payments and holds work.
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 Ms. ***, Revdex.com case number *** regarding a refund for $$760.80. We understand that Ms. is seeking a refund for duplicate charges.
Our records indicate on December 13, 2019, Ms. or an authorized user of the account self-booked a one-way flight on *** departing on December 18, 2019 from Gaborone, Botswana to Harare, Zimbabwe, via ***. A confirmation email was emailed to the email address on file, it was and reviewed five times.
On December 17, 2019, the customer communicated with our CHAT team. Our CHAT team advised that there were pending authorizations on her account due to issues when booking on our application. Our representative advised the customer of the timeframe the funds should be released.
On December 23, 2019, the customer communicated with our CHAT team again and advised it's been more than seven days and the pending authorizations have not been released. Our representative contacted the airline and they confirmed there is just one charge of $368.00. Our representative sent a receipt to the customer.
On January 11, 2020, the customer’s call was transferred from our chat support. The customer was claiming that there were still pending authorizations on her account from a booking made on December 16, 2019. Our representative reviewed the billing history and was able to see that there was a cancelled amount for $368.00 and $2.28 and a completed amount of $368.00 and $2.28. Our representative called the bank but it was closed and advised the customer to call back on Monday so we can contact the bank or to get a letter from the bank stating the funds have not been released back into the account.
On January 13, 2020, the customer communicated with our CHAT team and requested to speak with a manager. The customer would not allow the representative to ask any questions. She was calling regarding a refund that she has not received as yet.
On January 14, 2020, our Executive Escalation Team reviewed the customer case and documented the customer was requesting a refund. The customer advised she had been charged three times for the same itinerary ***. Per the customer credit card statement, she was charged once by Expedia for a $2.28 booking fee for itinerary *** and a charge $368.00 by ***. The second and third charges were for two other tickets in the amount of $290.20 each from *** and a $2.36 Expedia booking fee for an itinerary under a different account different itineraries and email address.
After further review on January 20, 2020, I have been able to verify there are three separate itineraries on two separate accounts. Each was for a one-way flight, all have been flown on and are valid. Each received a confirmation itinerary that was reviewed on multiple occasions. Because one of the itineraries was booked under another account Expedia is not able to release the detailed account information related to the itinerary. Expedia can state that Ms. may want to verify with her financial institution the validity of the charges.
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 and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking 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
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