Booked rental car through Expedia, *** in June 2019, to pick up in Barcelona Spain oct 20, 2019. Our flight from Lis Angeles was delayed and could not make our layover flight in London, the airline puts in a hotel overnight and we were to fly to Barcelona the next day. As soon as I found out, called Expedia customer service and was assured *** would hold my reservation for later on the 20th October. When we landed in Barcelona and approached *** desk, was told reservation had been cancelled and no cars available. When I came back to the US I demanded a refund, since it was paid in advance. They said no refund. I then got my credit card co. (***) involved and they have disputed the charge but Expedia still not refunding. Please, help
Expedia.com Response
• Jan 02, 2020
January 2, 2019
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 ***. We understand that Mr. is asking for a refund for the car rental reservation that he was not able to pick up.Our records indicate on June 3, 2019, Ms. *** or an authorized user of the Expedia account booked a vacation package which included a roundtrip flight on ***, departing on October 18, 2019 from Los Angeles, CA to Barcelona, Spain and returning on November 1, 2019along with a 13-day *** Rental Car; Flight Protection Plan and the Collision Damage Plan via itinerary ***. A confirmation email was emailed to the email address on file and it was opened and reviewed nine times.
On October 21, 2019, the customer called in and advised his flight had been changed by the airline. Our representative advised to cancel and rebook the rental vehicle, but the same car was not available. Our representative called the *** and the number was not working. The representative sent the customer an email advising we were waiting to communicate with ***. The customer replied advising *** had cancelled the reservation and asked to be fully refunded immediately.
On November 4, 2019, the customer called in requesting a refund for the car reservation because the flight was cancelled, and they were not be able to pick-up the car. Our representative called car rental to verify and they advised the email them. Our representative sent *** an email.
From November 4, 2019 through November 13, 2019, Expedia sent two emails to *** inquiring on a refund for the cancelled reservation, but never received a reply. Expedia also emailed the customer numerous times advising we were waiting for *** to authorize us to issue a refund.
After further review on January 2, 2019, I called *** and was advised the reservation was not picked up and they advised I could issue a refund as they were not charging for the reservation. I issued a refund for the rental car for $216.01 and $154.00 for the Collision Damage Plan for a total of $370.01. The refund was issued to the original card that was charged and should appear in three to seven business days; along with a refund receipt that was emailed to the email address in file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a trip (Itinerary ***) for $4216.47. My credit card was charged $4386.57. I have a copy of the confirmation and when I log in to my account my itinerary STILL shows the $4216.47 price. I've sent many emails to Expedia. The first response I got was just a generic canned response reiterating the (incorrect) charges to my credit card. I already knew what my card was charged, that's why I was reaching out. So I emailed back again and the next response I got was that that the vacation package I have booked has since decreased in price which is why the confirmation price is lower than what was actually charged. That's not true for obvious reasons (I can't receive a confirmation PRIOR to booking a trip - duh). So I emailed back again and got yet another response saying the reason is because I cancelled my booking and rebooked. That is also not true. That would have showed up in my account and I booked it as a non-refundable trip, so there's no way I would even be able to cancel it if I wanted to. I want a refund for the $170.10
Expedia.com Response
• Jan 02, 2020
January 2, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on December 20, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Minneapolis, MN USA to Punta Cana, Dominican Republic departing on March 21, 2020 and returning on March 28, 2020. The package includes a hotel and package protection with stay at ***, Punta Cana for a check in on March 21, 2020 and a check out on March 28, 2019, for a total of $4386.57. We understand that Ms. is requesting the price increase of $170.10, that affected her package total to be refunded.
On December 26, 2019 and December 30, 2019 Ms. contacted Expedia to discuss an official charge of $4386.57 versus an unofficial charge of $4216.47 for a package. Therefore, we emailed Ms. the following package breakdown.
Charges applied on December 20, 2019:
$2857.35 for the flight
$1190.22 for the resort
$339.00, for the protection plan
Total: $4386.57
Furthermore, by using a tool which allows us to see the customer’s booking process, Expedia reviewed Ms. session which showed the following messages; "The price of your trip has changed from $4216.47 to $4401.57. Rates can change frequently. Book now to lock in this price". As well as the following message, "Prices are not guaranteed until booked". At one point, Ms. opted to unselect the protection plan, "No, I'm willing to take the risk and I realize it isn't available after booking", that lowered her package total by $354.00.
However, at the end of her session Ms. added the protection back for $339.00, at which point she then agreed to pay $4386.57. The detailed confirmation, containing the total package price, was emailed to Ms. after booking on December 10, 2019.
Additionally, Expedia’s website reflects prices that can update at a moment’s notice based on the available inventory. We are a third party travel intermediary without direct control over pricing and we cannot guarantee a particular price until a booking is completed.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
After final review, on January 2, 2020, Expedia processed a refund of $170.10, back to her original form of payment. The time it takes for the refund to post depends upon Ms. bank, generally within three to seven 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
Customer Response
• Jan 07, 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.
Hotel states floating resort advertises a boat house. However it is not on the water. Drugs found in the bathroom..hotel room had electrical plugs removed exposed wiring..dirty toilet paper used on floor..moved to three different rooms each room worse than the other.
Product_Or_Service: 4 person bungalow on water
Order_Number: *** Account_Number:
Expedia.com Response
• Jan 07, 2020
January 7, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation.
Our records indicate that on December 1, 2019, Mr., or an authorized user of their Expedia account, self-booked a non-refundable hotel reservation with ***, located in Marathon, FL, for four travelers. The accommodations were from December 18, 2019, to December 21, 2019, under itinerary ***. We understand Mr. is requesting a refund of $427.35, as he was moved to three different rooms, due to cleanliness.
On December 18, 2019, Mr. contacted Expedia advising that he was not satisfied with the cleanliness of the room at ***. Mr. advised that *** had moved him to another room but it was not cleaned either. An Expedia agent reached out to ***, who denied the refund request. On January 6, 2020, I contacted ***, who advised that since Mr. utilized his entire hotel reservation, he would not be entitled to a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand we must adhere to the policies dictated by the hotels.
Furthermore, when finalizing the reservation on Expedia, Mr. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Because we value Mr. as a customer and regret the inconvenience caused, we have applied a $200.00 Expedia Travel Coupon to Mr.’s account valid until February 28, 2021.
The coupon is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, Mr. can kindly use the link provided within his Expedia account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
My wife and I got married in March and we booked a few trips before she decided to change her name over the summer. One of those trips was to Paris for Thanksgiving and we booked our airfare via Expedia in May. When she decided to change her name in July I called Expedia to ask if it was possible to change the name on the ticket and they said yes, it's a form and should be taken care of. With that information, my wife started legally changing her name. Once we got the new passport in late September we submitted the proper paperwork to Expedia for the name change. We did not hear from them for a week or two so we began calling. From the beginning of October until five days before the trip we entered into this endless circle with Expedia with misinformation and lies. They said they were waiting for the airline (***) to get back to them because one leg of the flight was on a partner airline (***) and that no one was picking up the phone or responding to their emails. It was this endless cycle where my wife and I would take turns calling them every few days. One rep even told us to just show up to the airport with the marriage certificate and they should fix it. My research led me to believe that would not work and Expedia didn't care about fixing it. We called the airlines and they said that it was Expedia's ticket to change and they were not sure why they would not do it. The Thursday before our Tuesday departure there was still no name change on the ticket and someone at Expedia finally said it was because they couldn't cancel the ticket and rebook under the new name because one of the flights was full and that any changes would incur huge fees and my wife and I would be flying separate. We were stuck with cancelling the trip or rebooking our tickets at nearly triple the price we booked. We spoke with *** before rebooking and they said that Expedia just didn't want to pay the change fee so we're on the hook. We started early to avoid this.
Expedia.com Response
• Jan 01, 2020
January 1, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Orbitz 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 ***. We understand that Ms. is seeking a refund of $5500 for flight reservation.
Our records indicate on May 27, 2019, Ms. or an authorized user of the Expedia account, self-booked a roundtrip ticket with ***, departing on November 26, 2019 from New York, NY to Paris, France and returning on December 1, 2019 via itinerary ***.
From October 2, 2019 through November 21, 2019, Expedia emailed the customer numerous of times regarding the time frame for the airline to respond to our communication regarding the name change/correction request.
On October 26, 2019, Expedia was advised to create a new record for the name change/correction. We created *** and our representative submitted the request via the airline electronic email system to transfer the space to the new record. The airline was closed due to the weekend, the case ws delayed for 48 hours, awaiting the airline’s response. On October 28, 2019, Expedia was able to verify that the airline record was noted and that the space has not been transferred as yet. On November 5, 2019, Expedia noted the airline record that the airline record has not had the class of service reinstated for the name change/correction. On November 7, 2019, Expedia noted that the airline record has had the segments cancelled in the new record. Our representative selected segments again and resent the request to the airline via the airline electronic emailing system.
From November 8, 2019 – November 13, 2019, Expedia noted the airline record there has not been any airline response received from the airline.
On November 16, 2019, Expedia contacted the airline and was advised that the flights were getting cancelled. The airline representative advised there has been a schedule change on the last flight. Our representative contacted the customer and left a voice mail along with sending an email
On November 21, 2019, Ms. called in to cancel, she advised an agent stated she could cancel without a penalty. Our representative advised we will have to pull the call. Our representative advised she can cancel but there will not be any refund and could not guarantee she will get one after the call is pulled. She was okay for our representative to cancel the flights. Ms. was offered a $200 voucher and she declined. The representative then offered the $200 as a refund since the ticket was non-refundable and she accepted it. The $200 refund was applied to the original card that was charged. Ms. stated she would contact *** directly to request them to help out with the name change.
On November 22, 2019, Ms. called in to follow up on the name change. Our representative reviewed the notes on the account and noted that the schedule change needed to be confirmed with customer. The class of service is not available on the return flight but while the representative was checking the call dropped. Our representative tried calling here back but was unable to reach. Ms. called back regarding her name change/correction. Our representative was able to verify that we have not been able to confirm the return flight. Our representative contacted the airline and was advised of alternate flights. Our representative advised Ms. of the alternate flights and she was okay with them as long as she and her traveling partner could get on the same flight. The airline agent advised that there was a fare difference charged as this is not a schedule change. Our representative advised Ms. of the new fare amounting to $2998.00. Ms. disagreed and stated she would speak with *** and disconnected the call.
On November 27, 2019, Ms. called stating she spoke to both airlines and they informed her that Expedia can make the name change/correction. Our representative informed her if there are two airlines in the same reservation, we cannot make a name change/correction. She stated the airline told her to contact Expedia for the change. Our representative contacted the airline and was advised that we cannot do a name correction for this ticket since there is *** segment.
After further review on December 30, 2019, I reviewed the details of the account, the documented notes and the emails between Expedia and the airline and Expedia and the customer. I was note able to verify that anyone advised the reservation could be cancelled without penalty. I was able to verify the ticket is non-refundable and that Expedia attempted on numerous occasions to get the ticket change/corrected with the airline. The airline advises that the name could not be change/corrected and advised the ticket was non-refundable
Based on the above we are no able to honor a refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We were scammed in multiple ways regarding a recent Expedia booking for a week long trip to Iceland December 23 - 30th 2019. We booked a rental car for the week through expedia for a *** a car, who do not even exist! We spent an entire day at the airport with multiple people helping and we could not locate the company. The expedia confirmation number was # ***. The cost for the week was $258.30 that we would like reimbursed. We ended up having to book through a company called *** car rental, as this was the google map address the it took us to when we put in *** a car!! That cost was $470.06 through them for the week. The driver to the company, before booking at *** named ***, also tried to help us for over an hour find ***, and he could not despite calling them and asking around at the airport. We lost an entire day trying to find this on our trip. It was extremely stressful. *** said he would speak to Revdex.com for us regarding this and their number is ***.
Also, we booked through Expedia flights for this trip and *** is the airplines. In the expedia app, it clearly stated my fiance and I each have one free checked bag. Even in the app, it states we booked regular economy. We made SURE, because we were screwed for a prior trip, that we booked tickets that allowed checked bags. However, when we got to the airport, Expedia moved us to Economy plus, which means we had to pay $60 for each checked bag! This is $120 to Iceland, and $120 to return home. We showed the *** front desk representatives where is stated we do not have to pay for checked bags in the Expedia app, and they have noted in their system we should not have had to pay. That is another $240 we would like reimbursed. We felt scammed by Expedia this trip.
Expedia.com Response
• Jan 08, 2020
January 8, 2020
Revdex.com
E.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 and *** rental reservation.
Our records indicate that on August 6, 2019, Mr., or an authorized user of his account, self-booked a Basic Economy Fare flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on December 23, 2019, returning on December 29, 2019, from Houston, TX, United States to Reykjavik, Iceland.
On October 11, 2019, Mr., or an authorized user of his account, self-booked *** rental reservation on Expedia.com, under itinerary ***. Reservation was with ***, with a pick-up date of December 24, 2019, and a drop-off date of December 29, 2019. We understand Mr. is requesting a refund in the amount of $968.36, claiming error on Expedia’s website for false advertisement on the car rental company and the flight checked baggage.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mr. contacted Expedia regarding these matters.
Upon receipt of the complaint, we verified that the booking details for the flight reservation, including the Basic Economy Fare policy were displayed for review and confirmation during the booking process and right before the reservation was completed. A hyperlink was provided that allowed Mr. to view the additional fees (checked baggage or other optional services) that the airlines may charge. Furthermore, the following mandated flight policies were advised and accepted by Mr. at the time of booking: This was also provided on the confirmation email.
*** Basic Economy Fare Rules
Pay to choose your seat Bring a carry-on bag Pay to bring a checked bag No refund 24 hours after booking Bring a personal item Cancellations not allowed Changes not allowed
Additional fees
The airline may charge additional fees (Opens in a new window.) for checked baggage or other optional services
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Regarding the car rental reservation, Expedia reached out to *** to advocate on Mr.’s behalf, requesting a refund approval of the unused reservation. *** authorized a full refund in the amount of $258.30 and advised that Mr.’s reservation was tagged a no-show.
As approved by the car rental agency, a refund in the amount of $258.30 USD was processed today, January 8, 2020 back to Mr.’s original form of payment. The time it takes to receive the said refund will depend on Mr.’s credit card company or banking institution. Typically, within 5 – 7 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated these providers. Additionally, Expedia’s Terms of Use were agreed to by Mr. at the time of booking:
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. 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.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor the additional refund request.
Again, 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,
Erika M
Corporate Correspondence Team
Customer Response
• Jan 08, 2020
Complaint: ***
I am rejecting this response because:
They did not refund the $240 for false advertising on the flight tickets. We were told we would each get a checked bag free, and *** still charged us $60 for each checked bag, which is two there and two back. Even ***, in their records in their system on this issue, mentioned Expedia has done this to others and we should not have had to pay. I have also attached a screenshot of Expedia's receipt on the tickets that mentions we each get a checked bag for free.
Sincerely
Expedia.com Response
• Jan 14, 2020
January 14, 2020
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***).
We have reviewed the new information Mr. provided to further address his concerns. Expedia did not receive the response email shown on the first provided screenshot, as the email address used to send the message was for notification purposes only.
The second provided screenshot, showed the baggage fees for Mr.’s return flight from Reykjavik, Iceland to Houston, TX, United States. However, Mr.’s outbound flight from Houston, TX, United States to Reykjavik, Iceland, advised the $60.00 fee for the first and second checked bag. Baggage fees are generally determined by the outbound flight; this is common practice in the travel industry for roundtrip tickets.
Furthermore, *** 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 that we must adhere to the policies dictated by the airlines in this case.
We regret that we are unable to offer Mr. with a more satisfactory response to his complaint. However, Expedia continues to stand by our original reply. As stated in our previous Revdex.com response, Mr. was able to view and accept the airline’s Basic Economy Fare policy, prior to, and after completing the reservation.
Again, we thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I tried to book a flight on Expedia and when I pressed confirm after my payment info was entered it said that the tickets were no longer available at that price and it showed me a higher price available. However, the charge for the original price is still pending on my bank statement. I tried to call customer service to talk about this issue and I was hung up on after waiting on hold not once, not twice, but three times for a grand total of about 2 and a half hours spent on hold and for repeating my problem. With this pending transaction I can now not afford to purchase any tickets at any price and am going to possibly miss saying goodbye to a dying family member. This is absolutely horrific. I wish I could say it was my first time dealing with a terrible experience from Expedia, but its not. A few months ago this same thing happened and I waited MONTHS before receiving a refund from a false charge. I am about to seek legal support in regards to this because you are ruining my life by keeping me from a dying family member and hanging up on me when I am nothing but kind and patient to your undeserving and incompetent customer service team. UNBELIEVABLE.
Expedia.com Response
• Dec 31, 2019
December 31, 2019
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 purchase request for a flight. We understand ***. *** is requesting a refund and a complementary flight.
Our records indicate on December 29, 2019, ***, or a person authorized for the Expedia account, requested the purchase of flights for travel from New York, NY to Seattle, WA, departing on January 18, 2020 and returning on January 20, 2020, and the purchase did not go through.
We regret to hear of the reason for Ms.’s travel. At times purchase requests cannot not be completed for multiple reasons, such as changes in vendor inventory, travel supplier maintenance, credit card processing delays, etc.
Expedia is a third party intermediary for travel suppliers such as airlines. The inventory for flights are provided via a live inventory from the airlines. Expedia has no control over the travel suppliers inventory; and, neither the travel supplier’s inventory nor pricing is guaranteed until the inventory is booked and confirmed and the purchase is completed.
We did not find any completed flight bookings or charges. Authorizations on credit cards are placed and maintained by the credit card company. Ms. may contact the credit card company directly for any questions or assistance in regards to authorizations that might have been placed and not received or used.
If Ms. is still in need of flights we can assist in booking flight options that are available at current pricing. We will not be able to provide complimentary flights due to a purchase request not being available.
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 planned to travel to las vegas on dec. 31 2019 to meet up with friends, I looked at the trip price on expedia.com , I purchased a ticked from *** up to las vegas before checking out on the transaction, expedia offers me to ad a travel protection to my itenrary , which is to add 19$ plan travel protection and I can cancel any time and its up to 24 hrs before my traveling with a full amount refund gutanee , so I purchased the plan, one day after I purchased the plane ticket I receive a phone call from a family members and they informed me that they are coming to chicago to spend the new year eve with me, I said its Ok, although I had a different plan to travel to las vegas on this day but it will be better to spend this night with family, and I have a protection plan anyways so I can cancel my flight any time before my traveling, so I did so, I cancelled my flight and I was expecting a refund, after I did so expedia send me to file a complain with some-kind an insurance company called *** and and *** affinity, and they told me that its. A conditional insurance policy and in order to receive a refund I have to provide a proof that I was sick or there were a death or what so ever, I felt ive been scammed from expedia by not informing me that the protection plan is conditional. And felt more scammed when the insurance company said that the cancelation reason doesn't fall under their terms, I would like to receive my money back and warn others
Expedia.com Response
• Dec 31, 2019
December 31, 2019
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 flight. We understand *** is requesting a refund.
Our records indicate on December 9, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with *** for travel from Chicago, IL to Las Vegas, NV, departing on December 31, 2019, returning on January 5, 2020, and flight protection coverage with Travel Guard.
The website advises the following regarding the flight protection coverage:
· Up to 100% flight reimbursement if you or your companion is too sick to travel
· Up to $100,000 in reimbursement if your trip is interrupted due to covered unexpected events
· Additional transportation expenses if you need to reach your destination for a covered reason
A link is provided at the time of booking to review the full policy. The information is also provided on the email purchase confirmation and online itinerary. Information in the policy includes:
Section II - Benefits
TRIP CANCELLATION
The Company will pay a benefit to reimburse the Insured for covered expenses up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury, or death of an Insured, Family Member, Traveling Companion, or
Business Partner. Sickness or Injury must be certified by a Physician;
(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling
with the Insured, which results in medically imposed travel restrictions as certified by a
Physician at the time of Loss;
(2) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause
the Insured to cancel the Trip to assume daily management of the business.
(b) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury, or required to appear as a witness in a legal action; provided the Insured
(d) Mental or Psychological Disorder of the Insured, unless hospitalized at least overnight;
or
(e) trip payments that are insured under a different policy; or
(f) payments made for this policy and any other insurance
As the terms and conditions were provided from the supplier of coverage we will not be able to provide compensation for 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.
Here is a pro tip about saving time and money:
Never order tickets, or anything, with Expedia.com .
I booked a flight with them. They misspelled my surname by changing the place of two letters. I called... and called again. Two weeks, five phone calls, four departments and 6.5 hours later (in total), the name on the tickets has yet to be changed. They are after my money, you see. The flight cost 900+ dollars. If they can convince me to cancel and re-book the flight, then they would only refund 300 dollars. Brilliant eh? I have spoken with Helen, Ashley, Alex, Andy, Elton, Maria, Reggie, Paulo and Elsa (most of them 'senior representatives' or 'managers'), from whom I got no less than four different 'case numbers' and countless false promises. They also never call you back, though they promise to every single time at the end of each conversation. All I ever got from you were excuses, and blaming *** for your own poor service.
SHAME ON YOU EXPEDIA!
You did not just lose a single customer - you lost every single person I will ever speak with about online ordering of flights, hotels and car rentals.
BEWARE OF EXPEDIA!! If this is what I had to go through at home, just imagine how awful if you are stuck at an airport. Never again.
By the way, I have all 6.5 hours recorded. It is like slow torture. Worse than watching politicians on TV.
I booked a trip on Expedia for 12/301/-1/1/20. The booking consisted of a *** flight and *** room. When booking, the Expedia website indicated an option to upgrade from basic economy to economy or higher for an additional price, around $70. After selecting the upgrade, I checked out and went to my *** app to confirm the flight. Upon logging into my *** account, I saw a basic economy and was guided to pay for my seat. *** stated they received a basic economy ticket on their end and to contact Expedia. I contacted Expedia and was told nothing can be done when it was clearly an error on that end. I made it clear that I upgraded on Expedia, however they noted I had to wait till 12/30 for the transaction to show a site error. The Expedia website does NOT honor standard economy tickets on ***, evident when I called ***. Expedia did not admin an error, forced me to pay extra money out of pocket and is delaying the refund. I had to cancel the booking, loose out of $700 and spend an additional $720 to book on *** using a different carrier. Expedia's customer service, lack of admitting to technical errors, and disregard cost me MAJOR dollars and I would strongly suggesyt that no one uses this site. I have lost a lot of money and potential business due to changing travel plans, not by choice but by necessity.
Expedia.com Response
• Jan 06, 2020
January 6, 2020
Revdex.com
E.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 package reservation.
Our records indicate that on December 27, 2019, Mr., or an authorized user of his account, self-booked a package reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on December 30, 2019, returning on January 1, 2020, from Atlanta, GA to Newark, NJ. The hotel reservation was for the *** New Brunswick, with a check-in date of December 30, 2019 and a check-out date of January 1, 2020. We understand Mr. is requesting a refund of his package reservation, the additional fees paid directly to *** for the seat assignment, and a credit towards a future trip, claiming that a site error has occurred on Expedia’s website.
Upon receipt of the complaint, we researched the issues brought to our attention. During the booking path, we can confirm that Mr. was able to view the airline’s ticket policy before finalizing the purchase and after the purchase was completed. This was also provided on the email confirmation. The following mandated flight policy was advised and accepted by Mr. at the time of booking:
*** Basic Economy Fare Rules
Restrictions include:
· Pay to choose your seat
· Carry-on bag not allowed
· Pay to bring a checked bag
· No refund 24 hours after booking
· Changes not allowed
· Bring a personal item
· Upgrades not allowed
· Board in the last group
On December 27, 2019, Mr.’s package reservation was cancelled upon his request. A full refund in the amount of $686.78 was issued back to the original form of payment used to book the reservation. Furthermore, Expedia reached out to *** to advocate on Mr.’s behalf, requesting a refund of the fees paid for the seating assignment. The airlines advised that fees will automatically be refunded back to Mr.’s account.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his request for the additional credit towards a future booking.
Again, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I had purchased a flight ticket on Oct 6th, I had then canceled it on the 8th and have not yet received my refund for the flight ticket and it is DEC 27th. I was told the refund will be processed in 7-8 weeks, that date has already pasted and Expedia still has not refunded the ticket, even though they took the cancellation fee. We think this is wayyy to long to have to wait for a refund! They at this point do not have a refund in process even though they told us 7-8 weeks. We have been very patient , but at this point we are afraid they will not even give the refund back .
Expedia.com Response
• Jan 06, 2020
January 6, 2020
Revdex.com
E.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 indicate that on October 1, 2019, Mr., or an authorized user of his account, self-booked a one-way flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on October 30, 2019, from San Francisco, CA, United States to Sarajevo, Bosnia and Herzegovina. We understand Mr. is requesting the status of the issued refund on his cancelled flight reservation.
Upon receipt of the complaint, we can confirm that Mr.’s issue has been resolved on December 31, 2019.
Again, 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,
Erika M
Corporate Correspondence Team
Customer Response
• Jan 07, 2020
Revdex.com:
Hi,
Please cancel this complaint, the refund has been taken care off.
The worst customer service experience. I have a prepaid car rental through Expedia and the vendor is missing a payment code. I have called Expedia 3 times each time 30-45 minutes with poor customer service and no resolution. Currently my car is charges, I dont have a rental car and my holiday experience has seriously degraded. I am very disappointed and will never be their client again.
I have booked a *** flight ticket from Chicago to Delhi on expedia site, In between there were 2 stops in Germany. So the guys in the airport didn't let me get into the plain because I dont have transit visa. Im a student and this is the first time Im traveling from US to India. While booking the ticket, expedia guys didn't let me know that I need a transit visa to travel on that plane. And I got to know about this thing in the airport before the flight takes off. So I had to book a whole new flight ticket in *** spending 1100$ and come to India, the flight was on next day and I had to sleep all night at the airport and wait till that time. And when I call expedia for the refund they are disconnecting my call after placing my call on hold for hours. This is been happening since the same day when I wasn't allowed to get into the *** plane, but still no resolution.
Expedia.com Response
• Dec 30, 2019
December 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on September 11, 2019, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines from Chicago, IL, USA to Munich, Germany departing on December 9, 2019. We understand that Ms. is seeking a refund, as she was unable to use the flight caused by not obtaining a transit Visa.
On October 29, 2019, Ms. contacted Expedia to make adjustments to her flight. We then provided *** Airlines change policy. However, Ms. decided not change the flight leaving her reservation in its original form.
Our records indicate on December 9, 2019, Ms. contacted Expedia to change her flight as *** denied her ability to fly. We then contacted *** due to Ms. routing restrictions caused by a lack of travel documentation. Regrettably, *** advised there are no flights available that do not require Ms. to have a transit Visa for travel purposes.
On December 16, 2019 and December 18, 2019, Ms. contacted Expedia to follow up on her refund request. Upon checking, we verified the ticket policy is nonrefundable. Therefore, we contacted *** to advocate on Ms. behalf in requesting a refund. The airline is the merchant of record (the entity that received the funds and the company that charged the customer’s credit card). Denied, our request for a refund based on their strict non-refundable policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. In addition, at the time Ms. chose to complete her booking on Expedia’s website, she agreed to our Terms of Use, which expressly states:
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation.
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
Inconclusion, Ms. stated that Expedia did not properly give her access to specific travel documentation requirements. We added attachments to this complaint giving a visual of Expedia’s documentation advisories provided to all consumers prior to/and after a purchase agreement. While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues 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 booked a holiday with Expedia to South Africa. It was the hote only that I booked. When I booked it there were several reasons I was lead to believe that Expedia price matched. I would not have booked with them otherwise. The day after I submitted a price match request. This was for close to £500. Expedia refusedthe request and said they did not offer this. They actually changed information on the booking page relating to the price match request after I made it. I believe they are in breach of contract and would like a refund of the price match request difference.
Expedia.com Response
• Dec 26, 2019
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.uk
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Hotels.com is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.
Expedia.co.uk is responding to the consumer complaint from Mr
*** (Revdex.com case number ***) regarding Price match request.
I understand that the customer has found a lower price for
the hotel reservation booked with us and would like to price match. However,
Expedia.co.uk does not offer price guarantee and the customer was never
informed that we offer this service.
Based on the above, unfortunately, we will not be able to honor
the customer’s request for a price match. We do hope that in light of Mr ***
*** most recent experience, she will decide to continue to use Expedia.co.uk
for his future travel needs.
Regards,
Prabind K
Priority Customer Escalations Agent
Expedia.co.uk
Expedia.com Response
• Jan 14, 2020
Dear Revdex.com,
Further to the customer’s
response, I would like to inform that Expedia.co.uk has discontinued offering
price match since Oct’17 and this reservation was booked on 18th Aug’19.
I reviewed the screenshot shared by the customer and would like to inform that
the terms and conditions for the price match is from Expedia.com (USA) where we
still offer the service.
I apologise for the inconvenience
caused in this matter but we are unable to honor the customer’s price match
request and consider this as our final resolution.
Regards,
Prabind K
Priority Customer Escalations
Agent
Expedia.co.uk
Customer Response
• Jan 14, 2020
Complaint: ***
I am rejecting this response because:
I believe this was deliberately misleading. If Expedia did not offfer the price match request then why was the price match tab on the booking after it was made? Also further to this why was this then removed after I contacted Expedia. I made this booking in good faith and Expedia are hiding behind the fact they mislead me. It was not clear that this policy was only applied to the USA and not the UK and this is why it should be honoured. Expedia should not be allowed to act like this and they should deal with complaints properly. I am not happy with this and this was why I contacted Revdex.com in the first place.
I purchased thru Expedia flight ticket from *** -*** to London UK Dec 27, 2019, to Dec 31, 2019, itinerary - ***
When I Purchased I asked and got in writing that: "tickets are refundable with a penalty of $200.00 "', attached please find the written confirmation. I canceled the flight Due to emergency pain in Tooth and need to take one out Dec 25.
Mark Expedia Agent who start the process on Dec 22 to cancel the reservation told me that I expose to a 200$ penalty.
I agreed and when he continues the process he updated me that the 200$ is each way and because I purchased a round trip it is 400$.( Very strange u cannot cancel one segment !!) . So basically I demand 200$ back.
Thanks
*** I
Expedia.com Response
• Jan 01, 2020
January 1, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his flight
reservation.
Our records indicate that on October 27, 2019, Mr. Moore, or an
authorized user of the Expedia account, self-booked a stand-alone, round trip
flight reservation for one traveler, under itinerary ***. Travel was
aboard ***, departing on December 27, 2019, from *** Aviv,
Israel, to London, England, UK, returning on December 31, 2019. We
understand Mr. is requesting a refund of $200.00.
Between December 19, 2019, and December
22, 2019, Mr. contacted Expedia multiple times to inquire about canceling
his flight reservation and Expedia agents advised him the cancellation fee
would be $400.00, $200.00 per component, due to the flight reservation being a
round trip flight.
Please
note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** 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.
On January
1, 2020, a courtesy refund was
processed for $200.00 to the original form of payment. The time it takes for
the refund to be available in the customer’s account depends on how quickly his
bank processes refunds, typically within three to five business days.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
I’ve accidentally made an extension to my hotel reservation while on the phone with Expedia representative; - Itin: *** - Case ID : [REQ:S#***]
I’ve tried to cancel this reservation within 15 min; it took Expedia 3 days to get back to me to let me know that We have presented your case with *** - All Inclusive and due to the reservation being a non-refundable booking, they have denied your refund request.
As I’m currently staying at this hotel; I’ve spoken today to the hotel manager who told me they never got the reservation to begin with and therefore can even restore it.
Expedia.com Response
• Dec 26, 2019
December 26, 2019
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 December 19, 2019, ***, or a person authorized for the Expedia account, self-booked two nights with the *** - ***, for check in on December 26, 2019.
The terms and conditions were provided at the time of booking. They were accepted when the purchase was completed. They stated that the reservation was nonrefundable and no changes were allowed.
The customer canceled the reservation via the website. When cancelation is selected, the terms and conditions are reiterated and the customer must select to complete the cancelation.
The customer contacted Expedia asking for a refund. We contacted the property to advocate on the customers behalf. We were advised on December 22, 2019 that a penalty waiver wasn’t available.
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 Hotel with Expedia for *** In Bowling Green KY for Check-in on August 15 - 16 but called the same day I checked in and requested to check out the 17th. The guy on the phone with Expedia called the hotel and said it has been booked for the extra day. I looked on the 16th and seen that my rate went from $67 before taxes a night to $109 before taxes a night. I immediately called and asked how this happen. He transferred me and the guy said that they could credit me 1 night to my account to use for a future hotel stay. At that time I was very upset with that request so I accepted and hung up. Last week I booked a flight and today I started to book the hotel and noticed that the credit is not on my account. I called customer service and the guy was all kinds of rude and said that they could not find where they said they gave me a credit and it was never documented. I gave him a case number and he said he couldn't find that either and said he couldn't help me. So I asked so everything about this case is all of a sudden not documented even though I have an email with the case number. He then transferred me to a supervisor and she apologized and was very nice. Then tells me that she will give me a coupon for $100 off a hotel booking and its good for a year. She tells me ill have to book 2 things as a car and hotel or flight and hotel to get the $100. I told her I already booked my flight a week ago and said the only way I could use it is to book it with 2 items as a flight and hotel. By this time I'm heated and bite my tongue because this company took money from me and charged me more and then to get it back I now have to jump through hoops to get it. I've been using this company for years and never had problems until August of 2018 and now I'm just being scammed. They took money from me at a price that I did not agree with then they wont even give me a refund where I can even use it and she gave me this coupon of $100 knowing I already booked a flight.
Expedia.com Response
• Dec 26, 2019
December 26, 2019
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 August 15, 2018, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night, checking in on August 15, 2019.
The reservation cost was $123.33. The cost was a result of $109.00 per night for the case rate and $14.33 in taxes and fees. The total of $123.33 was paid partly with 6,307 Expedia Reward points that were available to book with. The balance due of $78.29 was paid in US Dollars.
The customer called and requested to add a second night, to check in on August 15, 2018 and check out on August 17, 2018. The second night had the same cost and added an additional $123.33.
On December 23, 2019 the customer called stating a refund they advised was offered the year prior. No refund was found. The assisting agent provided a goodwill coupon worth up to $100.00 off a prepaid hotel booked in their account with one year of the issue date. The coupon is still in the account for future use.
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 book a hotel room, ***, from expedia.com, on Dec 17th for my friend. The time for stay is from Dec 20th - 28th. After one night of stay, hotel told my friend that he has no more reservation and has to move out. I checked my expedia.com account and found that they charged me 8 nights rate but only have confirmation number for one night. I tried the whole afternoon to contact expedia.com. Each time I call their 800 number and been told they had issue with their data system and could not find my reservation. Each time they asked me to call back in a hour. Each time nobody provide me any solution but simply tell me they cannot do anything. This is not a booking agent should do to treat their customer and the guest facing to be chased out even he paid the money but not known that he had not been booked. This is fraudulent and scamming.
Expedia.com Response
• Dec 22, 2019
December 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
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.
Upon further research, we are unable to locate an Expedia account related to Mr. *** complaint. We respectfully request that he provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address his concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
Expedia.com Response
• Jan 10, 2020
January 10, 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 17, 2020, Mr. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodations were with ***, ***, Houston TX for a check in on December 20, 2019 and check out on December 28, 2019, for two rooms at a total of $707.86. We understand that the customer is seeking a refund based upon the hotel’s inability to locate the second room booked.
We contacted the hotel on January 10, 2020, to verify that the second room secured from December 21st through December 28, 2019, wasn’t utilized. The hotel advised that Mr. did not check into the second room booked for the remaining seven nights. Therefore, the hotel authorized a refund for $608.39.
Additionally, Expedia’s Terms of Use, and which was agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
On January 10, 2020, Expedia processed a refund of $608.39, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr.’s bank processes refunds generally within three to seven days. In regards to the first room scheduled from December 20, 2019 to December 21, 2019 Mr., was able to check in preventing a refund for that room.
Upon further review, Expedia issued a $100 voucher to Mr.’s Expedia account for the inconvenience of the experience. The voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until February 28, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to Mr. as a customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Jan 11, 2020
Complaint: ***
I am rejecting this response because:
My colleague could not check because Expedia did not book the second 7 nights for us and the hotel could not find the booking from Expedia; Until I rebooked from the hotel. the worst was that in the whole afternoon Expedia was not able to solve the problem for us but keeping saying their system was down and let us wait. How could you imagine a non-English speaker staying in the hotel without any booking and the hotel ask him to move out? This is not a travel agent should do to the customer. EXPEDIA FAILED TO BOOK THE ROOM FOR US BUT NOT AS THEY SAID, "WE DID NOT CHECK IN". WE WERE STOPPED TO CHECK IN SIMPLY BECAUSE EXPEDIA DID NOT DO THEIR DUTY AS A TRAVEL AGENCY.
I am looking for a full refund and apology from Expedia but not an excuse that we did not check in.
I purchased a ticket to go to Honolulu from Dec. 22 to Dec 25. I try to check in the night before on ***e website and found my name but could not check in and was told I can only do it at ticket counter. On the way to airport I book the hotel thru ***. I was charged $311.88 and it is non refundable. I try to check in at the kiosk cause I have no checkin luggage and it would be faster but I found my name but I can’t check in. Message me to go to checkin counter. Once I checkin the counter, they pull up my name and start to process my ticket. After all info was enter the lady told that was ticket was never paid from Expedia therefore my ticket can not be issue. Ask me to contact Expedia to resolve the issue so they can ticket me. After an hour talking to Expedia and I was told my ticket was cancelled. Expedia did not just waste my time, energy and Uber cost to and from the airport. All I ask them is to paid back my hotel booking since I was not able to get a refund. I am frustrating but not mad cause thing happen and they should paid for my hotel. I am willing to let it go and consider just a bad luck cause their system fail thru.
Expedia.com Response
• Dec 30, 2019
December 29, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand X is requesting a refund.Our records indicate on December 21, 2019, ***, or a person authorized for the Expedia account, booked a flight for one passenger.To consider the customer's request, we ask that the they attach a copy of the receipt for the hotel reservation.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Denise SCorporate Correspondence Team
I cancelled this reservations 2 times with Expedia and STILL the hotel charged my card (which they cold have only got from my expedia account) and when I called to get a refund (4 days before Christmas) they told me they would not be able to do anything. Then I get a supervisor on the phone who had me on hold for almost 2 hours and would NOT let me talk to his manager. I called again and they would not give me his name so I could make a formal complaint they just said they could give me a credit but not my money back. I explained this was my christmas money fir my children and they laughed. They confirmed with the hotel I never stayed there or checked in but said I couldn't get a refund
Expedia.com Response
• Dec 23, 2019
December 23, 2019
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 December 8, 2019, ***, or a person authorized for the Expedia account, booked a reservation with the *** for check in on December 20, 2019, and check out on December 23, 2019.
The room and rate selected by the customer had a billing arrangement that was directly with the hotel. No charges were collected by Expedia. The terms and conditions stated that cancelation prior to December 18, 2019 would have no penalty, after December 18, 2019 the penalty was one nights rate plus tax, and after check in the penalty was 100%. No cancelation was found for the reservation.
On December 23, 2019 the customer contacted Expedia and said that they were charged by the hotel for one night. Our records show that Expedia refunded the customer $111.58.
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 have called Expedia three times today to cancel a reservation that is still within the free cancellation time frame. I have also filed a complaint to their executive office, still not resolved.
I was told things were cancelled now I’m being told they have a system outage.
Expedia.com Response
• Jan 01, 2020
January 1, 2019
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 ***. We understand that Mr. is asking to verify that the reservation was cancelled.
Our records indicate on December 18, 2019, Mr. or an authorized user of the Expedia account purchased a three rooms for one-night each at the *** arriving on December 28, 2109 and checking out on December 29, 2019 via itinerary ***.
On December 21, 2019, the reservation for room one was cancelled by Mr. via the mobile application. An email of the cancelled room reservation was emailed to the email address on file. Mr. follow up the cancellation with emails to our Customer Service Department asking to verify that the reservations were cancelled.
On December 30, 2019, I reviewed the account and was able to verify that one of the three room reservations were cancelled on December 21, 2019 and a cancellation email was sent to the email address on file. I was also able to verify that Mr. communicated via email with our Customer Service Department on December 21, 2019, requesting to verify the reservation was cancelled. I emailed Mr. and he advised his reservation have been cancelled.
After further review on January 1, 2019, I called the hotel and they were able to verify that all three reservations were cancelled on December 18, 2019 and they did not show they charged the customer for the reservation.
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.
Booked rental car through Expedia, *** in June 2019, to pick up in Barcelona Spain oct 20, 2019. Our flight from Lis Angeles was delayed and could not make our layover flight in London, the airline puts in a hotel overnight and we were to fly to Barcelona the next day. As soon as I found out, called Expedia customer service and was assured *** would hold my reservation for later on the 20th October. When we landed in Barcelona and approached *** desk, was told reservation had been cancelled and no cars available. When I came back to the US I demanded a refund, since it was paid in advance. They said no refund. I then got my credit card co. (***) involved and they have disputed the charge but Expedia still not refunding. Please, help
January 2, 2019
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 ***. We understand that Mr. is asking for a refund for the car rental reservation that he was not able to pick up.Our records indicate on June 3, 2019, Ms. *** or an authorized user of the Expedia account booked a vacation package which included a roundtrip flight on ***, departing on October 18, 2019 from Los Angeles, CA to Barcelona, Spain and returning on November 1, 2019along with a 13-day *** Rental Car; Flight Protection Plan and the Collision Damage Plan via itinerary ***. A confirmation email was emailed to the email address on file and it was opened and reviewed nine times.
On October 21, 2019, the customer called in and advised his flight had been changed by the airline. Our representative advised to cancel and rebook the rental vehicle, but the same car was not available. Our representative called the *** and the number was not working. The representative sent the customer an email advising we were waiting to communicate with ***. The customer replied advising *** had cancelled the reservation and asked to be fully refunded immediately.
On November 4, 2019, the customer called in requesting a refund for the car reservation because the flight was cancelled, and they were not be able to pick-up the car. Our representative called car rental to verify and they advised the email them. Our representative sent *** an email.
From November 4, 2019 through November 13, 2019, Expedia sent two emails to *** inquiring on a refund for the cancelled reservation, but never received a reply. Expedia also emailed the customer numerous times advising we were waiting for *** to authorize us to issue a refund.
After further review on January 2, 2019, I called *** and was advised the reservation was not picked up and they advised I could issue a refund as they were not charging for the reservation. I issued a refund for the rental car for $216.01 and $154.00 for the Collision Damage Plan for a total of $370.01. The refund was issued to the original card that was charged and should appear in three to seven business days; along with a refund receipt that was emailed to the email address in file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
I booked a trip (Itinerary ***) for $4216.47. My credit card was charged $4386.57. I have a copy of the confirmation and when I log in to my account my itinerary STILL shows the $4216.47 price. I've sent many emails to Expedia. The first response I got was just a generic canned response reiterating the (incorrect) charges to my credit card. I already knew what my card was charged, that's why I was reaching out. So I emailed back again and the next response I got was that that the vacation package I have booked has since decreased in price which is why the confirmation price is lower than what was actually charged. That's not true for obvious reasons (I can't receive a confirmation PRIOR to booking a trip - duh). So I emailed back again and got yet another response saying the reason is because I cancelled my booking and rebooked. That is also not true. That would have showed up in my account and I booked it as a non-refundable trip, so there's no way I would even be able to cancel it if I wanted to. I want a refund for the $170.10
January 2, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on December 20, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Minneapolis, MN USA to Punta Cana, Dominican Republic departing on March 21, 2020 and returning on March 28, 2020. The package includes a hotel and package protection with stay at ***, Punta Cana for a check in on March 21, 2020 and a check out on March 28, 2019, for a total of $4386.57. We understand that Ms. is requesting the price increase of $170.10, that affected her package total to be refunded.
On December 26, 2019 and December 30, 2019 Ms. contacted Expedia to discuss an official charge of $4386.57 versus an unofficial charge of $4216.47 for a package. Therefore, we emailed Ms. the following package breakdown.
Charges applied on December 20, 2019:
$2857.35 for the flight
$1190.22 for the resort
$339.00, for the protection plan
Total: $4386.57
Furthermore, by using a tool which allows us to see the customer’s booking process, Expedia reviewed Ms. session which showed the following messages; "The price of your trip has changed from $4216.47 to $4401.57. Rates can change frequently. Book now to lock in this price". As well as the following message, "Prices are not guaranteed until booked". At one point, Ms. opted to unselect the protection plan, "No, I'm willing to take the risk and I realize it isn't available after booking", that lowered her package total by $354.00.
However, at the end of her session Ms. added the protection back for $339.00, at which point she then agreed to pay $4386.57. The detailed confirmation, containing the total package price, was emailed to Ms. after booking on December 10, 2019.
Additionally, Expedia’s website reflects prices that can update at a moment’s notice based on the available inventory. We are a third party travel intermediary without direct control over pricing and we cannot guarantee a particular price until a booking is completed.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
After final review, on January 2, 2020, Expedia processed a refund of $170.10, back to her original form of payment. The time it takes for the refund to post depends upon Ms. bank, generally within three to seven 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
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
Hotel states floating resort advertises a boat house. However it is not on the water. Drugs found in the bathroom..hotel room had electrical plugs removed exposed wiring..dirty toilet paper used on floor..moved to three different rooms each room worse than the other.
Product_Or_Service: 4 person bungalow on water
Order_Number: *** Account_Number:
January 7, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation.
Our records indicate that on December 1, 2019, Mr., or an authorized user of their Expedia account, self-booked a non-refundable hotel reservation with ***, located in Marathon, FL, for four travelers. The accommodations were from December 18, 2019, to December 21, 2019, under itinerary ***. We understand Mr. is requesting a refund of $427.35, as he was moved to three different rooms, due to cleanliness.
On December 18, 2019, Mr. contacted Expedia advising that he was not satisfied with the cleanliness of the room at ***. Mr. advised that *** had moved him to another room but it was not cleaned either. An Expedia agent reached out to ***, who denied the refund request. On January 6, 2020, I contacted ***, who advised that since Mr. utilized his entire hotel reservation, he would not be entitled to a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand we must adhere to the policies dictated by the hotels.
Furthermore, when finalizing the reservation on Expedia, Mr. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Because we value Mr. as a customer and regret the inconvenience caused, we have applied a $200.00 Expedia Travel Coupon to Mr.’s account valid until February 28, 2021.
The coupon is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, Mr. can kindly use the link provided within his Expedia account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you,
Michelle R
Corporate Correspondence Team
My wife and I got married in March and we booked a few trips before she decided to change her name over the summer. One of those trips was to Paris for Thanksgiving and we booked our airfare via Expedia in May. When she decided to change her name in July I called Expedia to ask if it was possible to change the name on the ticket and they said yes, it's a form and should be taken care of. With that information, my wife started legally changing her name. Once we got the new passport in late September we submitted the proper paperwork to Expedia for the name change. We did not hear from them for a week or two so we began calling. From the beginning of October until five days before the trip we entered into this endless circle with Expedia with misinformation and lies. They said they were waiting for the airline (***) to get back to them because one leg of the flight was on a partner airline (***) and that no one was picking up the phone or responding to their emails. It was this endless cycle where my wife and I would take turns calling them every few days. One rep even told us to just show up to the airport with the marriage certificate and they should fix it. My research led me to believe that would not work and Expedia didn't care about fixing it. We called the airlines and they said that it was Expedia's ticket to change and they were not sure why they would not do it. The Thursday before our Tuesday departure there was still no name change on the ticket and someone at Expedia finally said it was because they couldn't cancel the ticket and rebook under the new name because one of the flights was full and that any changes would incur huge fees and my wife and I would be flying separate. We were stuck with cancelling the trip or rebooking our tickets at nearly triple the price we booked. We spoke with *** before rebooking and they said that Expedia just didn't want to pay the change fee so we're on the hook. We started early to avoid this.
January 1, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Orbitz 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 ***. We understand that Ms. is seeking a refund of $5500 for flight reservation.
Our records indicate on May 27, 2019, Ms. or an authorized user of the Expedia account, self-booked a roundtrip ticket with ***, departing on November 26, 2019 from New York, NY to Paris, France and returning on December 1, 2019 via itinerary ***.
From October 2, 2019 through November 21, 2019, Expedia emailed the customer numerous of times regarding the time frame for the airline to respond to our communication regarding the name change/correction request.
On October 26, 2019, Expedia was advised to create a new record for the name change/correction. We created *** and our representative submitted the request via the airline electronic email system to transfer the space to the new record. The airline was closed due to the weekend, the case ws delayed for 48 hours, awaiting the airline’s response. On October 28, 2019, Expedia was able to verify that the airline record was noted and that the space has not been transferred as yet. On November 5, 2019, Expedia noted the airline record that the airline record has not had the class of service reinstated for the name change/correction. On November 7, 2019, Expedia noted that the airline record has had the segments cancelled in the new record. Our representative selected segments again and resent the request to the airline via the airline electronic emailing system.
From November 8, 2019 – November 13, 2019, Expedia noted the airline record there has not been any airline response received from the airline.
On November 16, 2019, Expedia contacted the airline and was advised that the flights were getting cancelled. The airline representative advised there has been a schedule change on the last flight. Our representative contacted the customer and left a voice mail along with sending an email
On November 21, 2019, Ms. called in to cancel, she advised an agent stated she could cancel without a penalty. Our representative advised we will have to pull the call. Our representative advised she can cancel but there will not be any refund and could not guarantee she will get one after the call is pulled. She was okay for our representative to cancel the flights. Ms. was offered a $200 voucher and she declined. The representative then offered the $200 as a refund since the ticket was non-refundable and she accepted it. The $200 refund was applied to the original card that was charged. Ms. stated she would contact *** directly to request them to help out with the name change.
On November 22, 2019, Ms. called in to follow up on the name change. Our representative reviewed the notes on the account and noted that the schedule change needed to be confirmed with customer. The class of service is not available on the return flight but while the representative was checking the call dropped. Our representative tried calling here back but was unable to reach. Ms. called back regarding her name change/correction. Our representative was able to verify that we have not been able to confirm the return flight. Our representative contacted the airline and was advised of alternate flights. Our representative advised Ms. of the alternate flights and she was okay with them as long as she and her traveling partner could get on the same flight. The airline agent advised that there was a fare difference charged as this is not a schedule change. Our representative advised Ms. of the new fare amounting to $2998.00. Ms. disagreed and stated she would speak with *** and disconnected the call.
On November 27, 2019, Ms. called stating she spoke to both airlines and they informed her that Expedia can make the name change/correction. Our representative informed her if there are two airlines in the same reservation, we cannot make a name change/correction. She stated the airline told her to contact Expedia for the change. Our representative contacted the airline and was advised that we cannot do a name correction for this ticket since there is *** segment.
After further review on December 30, 2019, I reviewed the details of the account, the documented notes and the emails between Expedia and the airline and Expedia and the customer. I was note able to verify that anyone advised the reservation could be cancelled without penalty. I was able to verify the ticket is non-refundable and that Expedia attempted on numerous occasions to get the ticket change/corrected with the airline. The airline advises that the name could not be change/corrected and advised the ticket was non-refundable
Based on the above we are no able to honor a refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di FCorporate Correspondence Team
We were scammed in multiple ways regarding a recent Expedia booking for a week long trip to Iceland December 23 - 30th 2019. We booked a rental car for the week through expedia for a *** a car, who do not even exist! We spent an entire day at the airport with multiple people helping and we could not locate the company. The expedia confirmation number was # ***. The cost for the week was $258.30 that we would like reimbursed. We ended up having to book through a company called *** car rental, as this was the google map address the it took us to when we put in *** a car!! That cost was $470.06 through them for the week. The driver to the company, before booking at *** named ***, also tried to help us for over an hour find ***, and he could not despite calling them and asking around at the airport. We lost an entire day trying to find this on our trip. It was extremely stressful. *** said he would speak to Revdex.com for us regarding this and their number is ***.
Also, we booked through Expedia flights for this trip and *** is the airplines. In the expedia app, it clearly stated my fiance and I each have one free checked bag. Even in the app, it states we booked regular economy. We made SURE, because we were screwed for a prior trip, that we booked tickets that allowed checked bags. However, when we got to the airport, Expedia moved us to Economy plus, which means we had to pay $60 for each checked bag! This is $120 to Iceland, and $120 to return home. We showed the *** front desk representatives where is stated we do not have to pay for checked bags in the Expedia app, and they have noted in their system we should not have had to pay. That is another $240 we would like reimbursed. We felt scammed by Expedia this trip.
January 8, 2020
Revdex.com
E.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 and *** rental reservation.
Our records indicate that on August 6, 2019, Mr., or an authorized user of his account, self-booked a Basic Economy Fare flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on December 23, 2019, returning on December 29, 2019, from Houston, TX, United States to Reykjavik, Iceland.
On October 11, 2019, Mr., or an authorized user of his account, self-booked *** rental reservation on Expedia.com, under itinerary ***. Reservation was with ***, with a pick-up date of December 24, 2019, and a drop-off date of December 29, 2019. We understand Mr. is requesting a refund in the amount of $968.36, claiming error on Expedia’s website for false advertisement on the car rental company and the flight checked baggage.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mr. contacted Expedia regarding these matters.
Upon receipt of the complaint, we verified that the booking details for the flight reservation, including the Basic Economy Fare policy were displayed for review and confirmation during the booking process and right before the reservation was completed. A hyperlink was provided that allowed Mr. to view the additional fees (checked baggage or other optional services) that the airlines may charge. Furthermore, the following mandated flight policies were advised and accepted by Mr. at the time of booking: This was also provided on the confirmation email.
*** Basic Economy Fare Rules
Pay to choose your seat Bring a carry-on bag Pay to bring a checked bag No refund 24 hours after booking Bring a personal item Cancellations not allowed Changes not allowed
Additional fees
The airline may charge additional fees (Opens in a new window.) for checked baggage or other optional services
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Regarding the car rental reservation, Expedia reached out to *** to advocate on Mr.’s behalf, requesting a refund approval of the unused reservation. *** authorized a full refund in the amount of $258.30 and advised that Mr.’s reservation was tagged a no-show.
As approved by the car rental agency, a refund in the amount of $258.30 USD was processed today, January 8, 2020 back to Mr.’s original form of payment. The time it takes to receive the said refund will depend on Mr.’s credit card company or banking institution. Typically, within 5 – 7 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated these providers. Additionally, Expedia’s Terms of Use were agreed to by Mr. at the time of booking:
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. 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.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor the additional refund request.
Again, 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,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
They did not refund the $240 for false advertising on the flight tickets. We were told we would each get a checked bag free, and *** still charged us $60 for each checked bag, which is two there and two back. Even ***, in their records in their system on this issue, mentioned Expedia has done this to others and we should not have had to pay. I have also attached a screenshot of Expedia's receipt on the tickets that mentions we each get a checked bag for free.
Sincerely
January 14, 2020
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***).
We have reviewed the new information Mr. provided to further address his concerns. Expedia did not receive the response email shown on the first provided screenshot, as the email address used to send the message was for notification purposes only.
The second provided screenshot, showed the baggage fees for Mr.’s return flight from Reykjavik, Iceland to Houston, TX, United States. However, Mr.’s outbound flight from Houston, TX, United States to Reykjavik, Iceland, advised the $60.00 fee for the first and second checked bag. Baggage fees are generally determined by the outbound flight; this is common practice in the travel industry for roundtrip tickets.
Furthermore, *** 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 that we must adhere to the policies dictated by the airlines in this case.
We regret that we are unable to offer Mr. with a more satisfactory response to his complaint. However, Expedia continues to stand by our original reply. As stated in our previous Revdex.com response, Mr. was able to view and accept the airline’s Basic Economy Fare policy, prior to, and after completing the reservation.
Again, we thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I tried to book a flight on Expedia and when I pressed confirm after my payment info was entered it said that the tickets were no longer available at that price and it showed me a higher price available. However, the charge for the original price is still pending on my bank statement. I tried to call customer service to talk about this issue and I was hung up on after waiting on hold not once, not twice, but three times for a grand total of about 2 and a half hours spent on hold and for repeating my problem. With this pending transaction I can now not afford to purchase any tickets at any price and am going to possibly miss saying goodbye to a dying family member. This is absolutely horrific. I wish I could say it was my first time dealing with a terrible experience from Expedia, but its not. A few months ago this same thing happened and I waited MONTHS before receiving a refund from a false charge. I am about to seek legal support in regards to this because you are ruining my life by keeping me from a dying family member and hanging up on me when I am nothing but kind and patient to your undeserving and incompetent customer service team. UNBELIEVABLE.
December 31, 2019
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 purchase request for a flight. We understand ***. *** is requesting a refund and a complementary flight.
Our records indicate on December 29, 2019, ***, or a person authorized for the Expedia account, requested the purchase of flights for travel from New York, NY to Seattle, WA, departing on January 18, 2020 and returning on January 20, 2020, and the purchase did not go through.
We regret to hear of the reason for Ms.’s travel. At times purchase requests cannot not be completed for multiple reasons, such as changes in vendor inventory, travel supplier maintenance, credit card processing delays, etc.
Expedia is a third party intermediary for travel suppliers such as airlines. The inventory for flights are provided via a live inventory from the airlines. Expedia has no control over the travel suppliers inventory; and, neither the travel supplier’s inventory nor pricing is guaranteed until the inventory is booked and confirmed and the purchase is completed.
We did not find any completed flight bookings or charges. Authorizations on credit cards are placed and maintained by the credit card company. Ms. may contact the credit card company directly for any questions or assistance in regards to authorizations that might have been placed and not received or used.
If Ms. is still in need of flights we can assist in booking flight options that are available at current pricing. We will not be able to provide complimentary flights due to a purchase request not being available.
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 planned to travel to las vegas on dec. 31 2019 to meet up with friends, I looked at the trip price on expedia.com , I purchased a ticked from *** up to las vegas before checking out on the transaction, expedia offers me to ad a travel protection to my itenrary , which is to add 19$ plan travel protection and I can cancel any time and its up to 24 hrs before my traveling with a full amount refund gutanee , so I purchased the plan, one day after I purchased the plane ticket I receive a phone call from a family members and they informed me that they are coming to chicago to spend the new year eve with me, I said its Ok, although I had a different plan to travel to las vegas on this day but it will be better to spend this night with family, and I have a protection plan anyways so I can cancel my flight any time before my traveling, so I did so, I cancelled my flight and I was expecting a refund, after I did so expedia send me to file a complain with some-kind an insurance company called *** and and *** affinity, and they told me that its. A conditional insurance policy and in order to receive a refund I have to provide a proof that I was sick or there were a death or what so ever, I felt ive been scammed from expedia by not informing me that the protection plan is conditional. And felt more scammed when the insurance company said that the cancelation reason doesn't fall under their terms, I would like to receive my money back and warn others
December 31, 2019
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 flight. We understand *** is requesting a refund.
Our records indicate on December 9, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with *** for travel from Chicago, IL to Las Vegas, NV, departing on December 31, 2019, returning on January 5, 2020, and flight protection coverage with Travel Guard.
The website advises the following regarding the flight protection coverage:
· Up to 100% flight reimbursement if you or your companion is too sick to travel
· Up to $100,000 in reimbursement if your trip is interrupted due to covered unexpected events
· Additional transportation expenses if you need to reach your destination for a covered reason
A link is provided at the time of booking to review the full policy. The information is also provided on the email purchase confirmation and online itinerary. Information in the policy includes:
Section II - Benefits
TRIP CANCELLATION
The Company will pay a benefit to reimburse the Insured for covered expenses up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury, or death of an Insured, Family Member, Traveling Companion, or
Business Partner. Sickness or Injury must be certified by a Physician;
(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling
with the Insured, which results in medically imposed travel restrictions as certified by a
Physician at the time of Loss;
(2) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause
the Insured to cancel the Trip to assume daily management of the business.
(b) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury, or required to appear as a witness in a legal action; provided the Insured
(d) Mental or Psychological Disorder of the Insured, unless hospitalized at least overnight;
or
(e) trip payments that are insured under a different policy; or
(f) payments made for this policy and any other insurance
As the terms and conditions were provided from the supplier of coverage we will not be able to provide compensation for 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
Here is a pro tip about saving time and money:
Never order tickets, or anything, with Expedia.com .
I booked a flight with them. They misspelled my surname by changing the place of two letters. I called... and called again. Two weeks, five phone calls, four departments and 6.5 hours later (in total), the name on the tickets has yet to be changed. They are after my money, you see. The flight cost 900+ dollars. If they can convince me to cancel and re-book the flight, then they would only refund 300 dollars. Brilliant eh? I have spoken with Helen, Ashley, Alex, Andy, Elton, Maria, Reggie, Paulo and Elsa (most of them 'senior representatives' or 'managers'), from whom I got no less than four different 'case numbers' and countless false promises. They also never call you back, though they promise to every single time at the end of each conversation. All I ever got from you were excuses, and blaming *** for your own poor service.
SHAME ON YOU EXPEDIA!
You did not just lose a single customer - you lost every single person I will ever speak with about online ordering of flights, hotels and car rentals.
BEWARE OF EXPEDIA!! If this is what I had to go through at home, just imagine how awful if you are stuck at an airport. Never again.
By the way, I have all 6.5 hours recorded. It is like slow torture. Worse than watching politicians on TV.
I booked a trip on Expedia for 12/301/-1/1/20. The booking consisted of a *** flight and *** room. When booking, the Expedia website indicated an option to upgrade from basic economy to economy or higher for an additional price, around $70. After selecting the upgrade, I checked out and went to my *** app to confirm the flight. Upon logging into my *** account, I saw a basic economy and was guided to pay for my seat. *** stated they received a basic economy ticket on their end and to contact Expedia. I contacted Expedia and was told nothing can be done when it was clearly an error on that end. I made it clear that I upgraded on Expedia, however they noted I had to wait till 12/30 for the transaction to show a site error. The Expedia website does NOT honor standard economy tickets on ***, evident when I called ***. Expedia did not admin an error, forced me to pay extra money out of pocket and is delaying the refund. I had to cancel the booking, loose out of $700 and spend an additional $720 to book on *** using a different carrier. Expedia's customer service, lack of admitting to technical errors, and disregard cost me MAJOR dollars and I would strongly suggesyt that no one uses this site. I have lost a lot of money and potential business due to changing travel plans, not by choice but by necessity.
January 6, 2020
Revdex.com
E.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 package reservation.
Our records indicate that on December 27, 2019, Mr., or an authorized user of his account, self-booked a package reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on December 30, 2019, returning on January 1, 2020, from Atlanta, GA to Newark, NJ. The hotel reservation was for the *** New Brunswick, with a check-in date of December 30, 2019 and a check-out date of January 1, 2020. We understand Mr. is requesting a refund of his package reservation, the additional fees paid directly to *** for the seat assignment, and a credit towards a future trip, claiming that a site error has occurred on Expedia’s website.
Upon receipt of the complaint, we researched the issues brought to our attention. During the booking path, we can confirm that Mr. was able to view the airline’s ticket policy before finalizing the purchase and after the purchase was completed. This was also provided on the email confirmation. The following mandated flight policy was advised and accepted by Mr. at the time of booking:
*** Basic Economy Fare Rules
Restrictions include:
· Pay to choose your seat
· Carry-on bag not allowed
· Pay to bring a checked bag
· No refund 24 hours after booking
· Changes not allowed
· Bring a personal item
· Upgrades not allowed
· Board in the last group
On December 27, 2019, Mr.’s package reservation was cancelled upon his request. A full refund in the amount of $686.78 was issued back to the original form of payment used to book the reservation. Furthermore, Expedia reached out to *** to advocate on Mr.’s behalf, requesting a refund of the fees paid for the seating assignment. The airlines advised that fees will automatically be refunded back to Mr.’s account.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his request for the additional credit towards a future booking.
Again, 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,
Erika M
Corporate Correspondence Team
I had purchased a flight ticket on Oct 6th, I had then canceled it on the 8th and have not yet received my refund for the flight ticket and it is DEC 27th. I was told the refund will be processed in 7-8 weeks, that date has already pasted and Expedia still has not refunded the ticket, even though they took the cancellation fee. We think this is wayyy to long to have to wait for a refund! They at this point do not have a refund in process even though they told us 7-8 weeks. We have been very patient , but at this point we are afraid they will not even give the refund back .
January 6, 2020
Revdex.com
E.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 indicate that on October 1, 2019, Mr., or an authorized user of his account, self-booked a one-way flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on October 30, 2019, from San Francisco, CA, United States to Sarajevo, Bosnia and Herzegovina. We understand Mr. is requesting the status of the issued refund on his cancelled flight reservation.
Upon receipt of the complaint, we can confirm that Mr.’s issue has been resolved on December 31, 2019.
Again, 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,
Erika M
Corporate Correspondence Team
Revdex.com:
Hi,
Please cancel this complaint, the refund has been taken care off.
Thank you
The worst customer service experience. I have a prepaid car rental through Expedia and the vendor is missing a payment code. I have called Expedia 3 times each time 30-45 minutes with poor customer service and no resolution. Currently my car is charges, I dont have a rental car and my holiday experience has seriously degraded. I am very disappointed and will never be their client again.
I have booked a *** flight ticket from Chicago to Delhi on expedia site, In between there were 2 stops in Germany. So the guys in the airport didn't let me get into the plain because I dont have transit visa. Im a student and this is the first time Im traveling from US to India. While booking the ticket, expedia guys didn't let me know that I need a transit visa to travel on that plane. And I got to know about this thing in the airport before the flight takes off. So I had to book a whole new flight ticket in *** spending 1100$ and come to India, the flight was on next day and I had to sleep all night at the airport and wait till that time. And when I call expedia for the refund they are disconnecting my call after placing my call on hold for hours. This is been happening since the same day when I wasn't allowed to get into the *** plane, but still no resolution.
December 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on September 11, 2019, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines from Chicago, IL, USA to Munich, Germany departing on December 9, 2019. We understand that Ms. is seeking a refund, as she was unable to use the flight caused by not obtaining a transit Visa.
On October 29, 2019, Ms. contacted Expedia to make adjustments to her flight. We then provided *** Airlines change policy. However, Ms. decided not change the flight leaving her reservation in its original form.
Our records indicate on December 9, 2019, Ms. contacted Expedia to change her flight as *** denied her ability to fly. We then contacted *** due to Ms. routing restrictions caused by a lack of travel documentation. Regrettably, *** advised there are no flights available that do not require Ms. to have a transit Visa for travel purposes.
On December 16, 2019 and December 18, 2019, Ms. contacted Expedia to follow up on her refund request. Upon checking, we verified the ticket policy is nonrefundable. Therefore, we contacted *** to advocate on Ms. behalf in requesting a refund. The airline is the merchant of record (the entity that received the funds and the company that charged the customer’s credit card). Denied, our request for a refund based on their strict non-refundable policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. In addition, at the time Ms. chose to complete her booking on Expedia’s website, she agreed to our Terms of Use, which expressly states:
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In respect to international travel, the following information is provided during the booking process, and within the e-mail confirmation.
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
Inconclusion, Ms. stated that Expedia did not properly give her access to specific travel documentation requirements. We added attachments to this complaint giving a visual of Expedia’s documentation advisories provided to all consumers prior to/and after a purchase agreement. While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues 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 booked a holiday with Expedia to South Africa. It was the hote only that I booked. When I booked it there were several reasons I was lead to believe that Expedia price matched. I would not have booked with them otherwise. The day after I submitted a price match request. This was for close to £500. Expedia refusedthe request and said they did not offer this. They actually changed information on the booking page relating to the price match request after I made it. I believe they are in breach of contract and would like a refund of the price match request difference.
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.uk
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Hotels.com is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.
Expedia.co.uk is responding to the consumer complaint from Mr
*** (Revdex.com case number ***) regarding Price match request.
I understand that the customer has found a lower price for
the hotel reservation booked with us and would like to price match. However,
Expedia.co.uk does not offer price guarantee and the customer was never
informed that we offer this service.
Based on the above, unfortunately, we will not be able to honor
the customer’s request for a price match. We do hope that in light of Mr ***
*** most recent experience, she will decide to continue to use Expedia.co.uk
for his future travel needs.
Regards,
Prabind K
Priority Customer Escalations Agent
Expedia.co.uk
Dear Revdex.com,
Further to the customer’s
response, I would like to inform that Expedia.co.uk has discontinued offering
price match since Oct’17 and this reservation was booked on 18th Aug’19.
I reviewed the screenshot shared by the customer and would like to inform that
the terms and conditions for the price match is from Expedia.com (USA) where we
still offer the service.
I apologise for the inconvenience
caused in this matter but we are unable to honor the customer’s price match
request and consider this as our final resolution.
Regards,
Prabind K
Priority Customer Escalations
Agent
Expedia.co.uk
Complaint: ***
I am rejecting this response because:
I believe this was deliberately misleading. If Expedia did not offfer the price match request then why was the price match tab on the booking after it was made? Also further to this why was this then removed after I contacted Expedia. I made this booking in good faith and Expedia are hiding behind the fact they mislead me. It was not clear that this policy was only applied to the USA and not the UK and this is why it should be honoured. Expedia should not be allowed to act like this and they should deal with complaints properly. I am not happy with this and this was why I contacted Revdex.com in the first place.
Sincerely
I purchased thru Expedia flight ticket from *** -*** to London UK Dec 27, 2019, to Dec 31, 2019, itinerary - ***
When I Purchased I asked and got in writing that: "tickets are refundable with a penalty of $200.00 "', attached please find the written confirmation. I canceled the flight Due to emergency pain in Tooth and need to take one out Dec 25.
Mark Expedia Agent who start the process on Dec 22 to cancel the reservation told me that I expose to a 200$ penalty.
I agreed and when he continues the process he updated me that the 200$ is each way and because I purchased a round trip it is 400$.( Very strange u cannot cancel one segment !!) . So basically I demand 200$ back.
Thanks
*** I
January 1, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his flight
reservation.
Our records indicate that on October 27, 2019, Mr. Moore, or an
authorized user of the Expedia account, self-booked a stand-alone, round trip
flight reservation for one traveler, under itinerary ***. Travel was
aboard ***, departing on December 27, 2019, from *** Aviv,
Israel, to London, England, UK, returning on December 31, 2019. We
understand Mr. is requesting a refund of $200.00.
Between December 19, 2019, and December
22, 2019, Mr. contacted Expedia multiple times to inquire about canceling
his flight reservation and Expedia agents advised him the cancellation fee
would be $400.00, $200.00 per component, due to the flight reservation being a
round trip flight.
Please
note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** 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.
On January
1, 2020, a courtesy refund was
processed for $200.00 to the original form of payment. The time it takes for
the refund to be available in the customer’s account depends on how quickly his
bank processes refunds, typically within three to five business days.
We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Michelle R
Corporate Correspondence Team
I’ve accidentally made an extension to my hotel reservation while on the phone with Expedia representative; - Itin: *** - Case ID : [REQ:S#***]
I’ve tried to cancel this reservation within 15 min; it took Expedia 3 days to get back to me to let me know that We have presented your case with *** - All Inclusive and due to the reservation being a non-refundable booking, they have denied your refund request.
As I’m currently staying at this hotel; I’ve spoken today to the hotel manager who told me they never got the reservation to begin with and therefore can even restore it.
December 26, 2019
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 December 19, 2019, ***, or a person authorized for the Expedia account, self-booked two nights with the *** - ***, for check in on December 26, 2019.
The terms and conditions were provided at the time of booking. They were accepted when the purchase was completed. They stated that the reservation was nonrefundable and no changes were allowed.
The customer canceled the reservation via the website. When cancelation is selected, the terms and conditions are reiterated and the customer must select to complete the cancelation.
The customer contacted Expedia asking for a refund. We contacted the property to advocate on the customers behalf. We were advised on December 22, 2019 that a penalty waiver wasn’t available.
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 a Hotel with Expedia for *** In Bowling Green KY for Check-in on August 15 - 16 but called the same day I checked in and requested to check out the 17th. The guy on the phone with Expedia called the hotel and said it has been booked for the extra day. I looked on the 16th and seen that my rate went from $67 before taxes a night to $109 before taxes a night. I immediately called and asked how this happen. He transferred me and the guy said that they could credit me 1 night to my account to use for a future hotel stay. At that time I was very upset with that request so I accepted and hung up. Last week I booked a flight and today I started to book the hotel and noticed that the credit is not on my account. I called customer service and the guy was all kinds of rude and said that they could not find where they said they gave me a credit and it was never documented. I gave him a case number and he said he couldn't find that either and said he couldn't help me. So I asked so everything about this case is all of a sudden not documented even though I have an email with the case number. He then transferred me to a supervisor and she apologized and was very nice. Then tells me that she will give me a coupon for $100 off a hotel booking and its good for a year. She tells me ill have to book 2 things as a car and hotel or flight and hotel to get the $100. I told her I already booked my flight a week ago and said the only way I could use it is to book it with 2 items as a flight and hotel. By this time I'm heated and bite my tongue because this company took money from me and charged me more and then to get it back I now have to jump through hoops to get it. I've been using this company for years and never had problems until August of 2018 and now I'm just being scammed. They took money from me at a price that I did not agree with then they wont even give me a refund where I can even use it and she gave me this coupon of $100 knowing I already booked a flight.
December 26, 2019
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 August 15, 2018, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night, checking in on August 15, 2019.
The reservation cost was $123.33. The cost was a result of $109.00 per night for the case rate and $14.33 in taxes and fees. The total of $123.33 was paid partly with 6,307 Expedia Reward points that were available to book with. The balance due of $78.29 was paid in US Dollars.
The customer called and requested to add a second night, to check in on August 15, 2018 and check out on August 17, 2018. The second night had the same cost and added an additional $123.33.
On December 23, 2019 the customer called stating a refund they advised was offered the year prior. No refund was found. The assisting agent provided a goodwill coupon worth up to $100.00 off a prepaid hotel booked in their account with one year of the issue date. The coupon is still in the account for future use.
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 book a hotel room, ***, from expedia.com, on Dec 17th for my friend. The time for stay is from Dec 20th - 28th. After one night of stay, hotel told my friend that he has no more reservation and has to move out. I checked my expedia.com account and found that they charged me 8 nights rate but only have confirmation number for one night. I tried the whole afternoon to contact expedia.com. Each time I call their 800 number and been told they had issue with their data system and could not find my reservation. Each time they asked me to call back in a hour. Each time nobody provide me any solution but simply tell me they cannot do anything. This is not a booking agent should do to treat their customer and the guest facing to be chased out even he paid the money but not known that he had not been booked. This is fraudulent and scamming.
December 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
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.
Upon further research, we are unable to locate an Expedia account related to Mr. *** complaint. We respectfully request that he provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address his concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
January 10, 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 17, 2020, Mr. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodations were with ***, ***, Houston TX for a check in on December 20, 2019 and check out on December 28, 2019, for two rooms at a total of $707.86. We understand that the customer is seeking a refund based upon the hotel’s inability to locate the second room booked.
We contacted the hotel on January 10, 2020, to verify that the second room secured from December 21st through December 28, 2019, wasn’t utilized. The hotel advised that Mr. did not check into the second room booked for the remaining seven nights. Therefore, the hotel authorized a refund for $608.39.
Additionally, Expedia’s Terms of Use, and which was agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
On January 10, 2020, Expedia processed a refund of $608.39, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr.’s bank processes refunds generally within three to seven days. In regards to the first room scheduled from December 20, 2019 to December 21, 2019 Mr., was able to check in preventing a refund for that room.
Upon further review, Expedia issued a $100 voucher to Mr.’s Expedia account for the inconvenience of the experience. The voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until February 28, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to Mr. as a customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
My colleague could not check because Expedia did not book the second 7 nights for us and the hotel could not find the booking from Expedia; Until I rebooked from the hotel. the worst was that in the whole afternoon Expedia was not able to solve the problem for us but keeping saying their system was down and let us wait. How could you imagine a non-English speaker staying in the hotel without any booking and the hotel ask him to move out? This is not a travel agent should do to the customer. EXPEDIA FAILED TO BOOK THE ROOM FOR US BUT NOT AS THEY SAID, "WE DID NOT CHECK IN". WE WERE STOPPED TO CHECK IN SIMPLY BECAUSE EXPEDIA DID NOT DO THEIR DUTY AS A TRAVEL AGENCY.
I am looking for a full refund and apology from Expedia but not an excuse that we did not check in.
Sincerely
I purchased a ticket to go to Honolulu from Dec. 22 to Dec 25. I try to check in the night before on ***e website and found my name but could not check in and was told I can only do it at ticket counter. On the way to airport I book the hotel thru ***. I was charged $311.88 and it is non refundable. I try to check in at the kiosk cause I have no checkin luggage and it would be faster but I found my name but I can’t check in. Message me to go to checkin counter. Once I checkin the counter, they pull up my name and start to process my ticket. After all info was enter the lady told that was ticket was never paid from Expedia therefore my ticket can not be issue. Ask me to contact Expedia to resolve the issue so they can ticket me. After an hour talking to Expedia and I was told my ticket was cancelled. Expedia did not just waste my time, energy and Uber cost to and from the airport. All I ask them is to paid back my hotel booking since I was not able to get a refund. I am frustrating but not mad cause thing happen and they should paid for my hotel. I am willing to let it go and consider just a bad luck cause their system fail thru.
December 29, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand X is requesting a refund.Our records indicate on December 21, 2019, ***, or a person authorized for the Expedia account, booked a flight for one passenger.To consider the customer's request, we ask that the they attach a copy of the receipt for the hotel reservation.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Denise SCorporate Correspondence Team
I cancelled this reservations 2 times with Expedia and STILL the hotel charged my card (which they cold have only got from my expedia account) and when I called to get a refund (4 days before Christmas) they told me they would not be able to do anything. Then I get a supervisor on the phone who had me on hold for almost 2 hours and would NOT let me talk to his manager. I called again and they would not give me his name so I could make a formal complaint they just said they could give me a credit but not my money back. I explained this was my christmas money fir my children and they laughed. They confirmed with the hotel I never stayed there or checked in but said I couldn't get a refund
December 23, 2019
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 December 8, 2019, ***, or a person authorized for the Expedia account, booked a reservation with the *** for check in on December 20, 2019, and check out on December 23, 2019.
The room and rate selected by the customer had a billing arrangement that was directly with the hotel. No charges were collected by Expedia. The terms and conditions stated that cancelation prior to December 18, 2019 would have no penalty, after December 18, 2019 the penalty was one nights rate plus tax, and after check in the penalty was 100%. No cancelation was found for the reservation.
On December 23, 2019 the customer contacted Expedia and said that they were charged by the hotel for one night. Our records show that Expedia refunded the customer $111.58.
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 have called Expedia three times today to cancel a reservation that is still within the free cancellation time frame. I have also filed a complaint to their executive office, still not resolved.
I was told things were cancelled now I’m being told they have a system outage.
January 1, 2019
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 ***. We understand that Mr. is asking to verify that the reservation was cancelled.
Our records indicate on December 18, 2019, Mr. or an authorized user of the Expedia account purchased a three rooms for one-night each at the *** arriving on December 28, 2109 and checking out on December 29, 2019 via itinerary ***.
On December 21, 2019, the reservation for room one was cancelled by Mr. via the mobile application. An email of the cancelled room reservation was emailed to the email address on file. Mr. follow up the cancellation with emails to our Customer Service Department asking to verify that the reservations were cancelled.
On December 30, 2019, I reviewed the account and was able to verify that one of the three room reservations were cancelled on December 21, 2019 and a cancellation email was sent to the email address on file. I was also able to verify that Mr. communicated via email with our Customer Service Department on December 21, 2019, requesting to verify the reservation was cancelled. I emailed Mr. and he advised his reservation have been cancelled.
After further review on January 1, 2019, I called the hotel and they were able to verify that all three reservations were cancelled on December 18, 2019 and they did not show they charged the customer for the reservation.
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