I received an email today from Expedia- saying that the flights that I had reserved for my son had been cancelled and that I needed to call expedia back to fix that problem and the flights are today (it's already 6 pm). I called and they were not able to look up my reservation due to technical difficulties and they advised me to call back in a hour- as I was asking them why they couldn't call me back when their system was back up (rather than me waiting an hour) the operator hung up on me (I was not rude at all). When I later called back, they again couldn't look up my reservation due to technical difficulties- and the operator advised me to call back in an hour or two. I again asked why they couldn't call me back when the system was up. They stated they didn't have that capability. But my flights are today, I explained. They told me there is nothing they could do. I asked if there would be a record of my problem- when I call back for the third time in "an hour or two" and they stated no- thus they will not be keeping a record of this issue of them not being able to access my record to fix the flight dates and they were also unable to tell me if I could have a refund so I could switch transportation to something else. Thus not only are they not behaving responsibly- but they're holding my money hostage (almost $800 dollars).
Expedia.com Response
• Dec 23, 2019
December 22, 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 flights. We understand *** is requesting a refund.
Our records indicate on October 23, 2019, ***, or a person authorized for the Expedia account, booked combined one way flights for travel from San Diego, CA to Nashville, TN, departing with *** on December 21, 2019, and returning with *** on December 25, 2019.
The terms and conditions were provided from the airline during booking and accepted when the purchase was completed. The fare flights with *** were purchased with a Basic Economy fare; and, the ticket was nonrefundable with no changes allowed. The *** flights were purchased with an Economy fare that is nonrefundable, but allows changes under certain circumstances.
We have no record of calls received from the customer.
Our records show that on December 21, 2019 the flight with *** was missed, or no showed. The flights with *** are active and upcoming, as no cancelation was made or requested by the customer.
No refund is due. The *** ticket has no value for exchange. If the *** flights are missed, or “no showed”, they also will have no value for exchange. If the customer would like to exchange the *** ticket, or cancel it for future use, they need to complete the cancelation prior to missing the flight. Any future credit with *** will have restrictions, be for travel under the same name, with the same airline, from the same country of origin, and only be valid for flights that start travel within one year of the original issue date, after payment of a $200.00 change fee plus any difference in fare.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Dec 23, 2019
Complaint: ***
I am rejecting this response because:
as I previously noted- I called Expedia twice on the day that the flight was to leave. During the first call - the operator told me that the system was down and she couldn't look up my reservation information and that I needed to call back in an hour. The only reason why I called them was because I had just received an email from Expedia stating that United had cancelled the flight and that Expedia had update the itinerary and that I needed to log online to see it. But when I logged in- there was nothing new to see. Then she abruptly hung up on me.
and as stated in my initial complaint- I did call back again. And the male operator told me the same thing- that that system was down and that I needed to call back "in an hour or two".
I asked him if there would be a record of my call- and he said no. I also asked if they could call me back when the system was up- and he also said no.
Thus Expedia is lying to you.
They sent me a cancellation- and then, because their system was apparently down, did nothing to help the customer (me) manage through this now, travel emergency.
Flight Complaint - Itin: *** - Case ID : [REQ:S-***]
On Nov 10, 2019 I purchased a ticket for my Mom to fly form JED to MSP. operated by ***. When my Mom arrived she explained to me she had charged almost $1,650 for 2 additional baggage. She was not aware of the fact it should be $300 the max per ***'s website and Expedia's rep over the phone. This is sounds to be a scam, and unrealistic. I have filed a complaint since Nov 23 2019. Expedia stating that *** are not responding to their email, and I do not think this is my issue since I'm following the right protocol. I have provided all documents that Expedia requested ( proof of charges, labels for four pieces of baggage)
Expedia.com Response
• Dec 23, 2019
December 22, 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 flights. We understand is *** requesting a refund.
Our records indicate on November 10, 2019, ***, or a person authorized for the Expedia account, booked a flight for one passenger traveling roundtrip with *** Airlines from Jeddah, Saudi Arabia to Minneapolis, MN, USA, departing on November 22, 2019 and returning on May 16, 2020.
Expedia is a third party intermediary for travel suppliers such as airlines. Our website advises that optional services such as baggage handling is charged by the airline separately. The customer agreed to the information provided during booking as well as the Terms of Use, which include:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Any charges that are billed directly by the airline for services that they provide separately, may be addressed with the airline directly. Expedia will not be able to provide compensation for baggage fees.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Dec 23, 2019
Complaint: ***
I am rejecting this response because:
please provide any specific information from your website about *** extra charges. We trusted Expedia, and the should stand behind their third parties. We tried to upgrade in the airport but they said they can’t do anything. I promise you this is only about the way of treatment. There is not way 2 extra luggage for $1600. Revdex.com is the the second step, next is to our family’s attorney. I just want to make sure I did try all channels before I file any legal action.
Sincerely
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 contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised the customer agreed to the Terms of Use, which were provided at the time of booking, and included:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
During the booking process baggage information was provided with the flight details. It was available via a dropdown link called “baggage fee details.” A review of the customers booking process showed that they did not elect to view it.
Expedia is a third party intermediary for travel suppliers, such as airlines. When the baggage fee information is reviewed it advises that the information is “estimated bag fees”, as they are provided and updated by the airline. It also provides a link to the airlines website to “confirm bag fees, weight and size restrictions.” Airlines can change fees for the optional services they provide at any time without notice. Fee amounts that are provided by an airline as an estimate at the time of booking, are not guaranteed to be the same cost at the time services are actually purchased.
In the customers billing, or “Trip Summary” they were again advised to “visit *** for additional information about seats, bags, and other restrictions.”
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.
Don't book cruises with Expedia. They make offers for onboard credit just like the cruise companies do but, unlike the other companies they hide forms in the small print that you have to complete so, that you don't get your credit. If I would have booked my cruise directly with the cruise company I would have received the credit. The topic of conversation on the shuttle ride from the cruise was how Expedia didn't give any of us our onboard credit, this was from 3 random couples. I can't imagine how much Expedia swindled from people during just that one cruise.
Expedia creates small print and unnecessary paperwork to get something that is standard. I've been on 17 cruises from many travel agents including booking directly and always got the advertised credit. They are a Dirty company!! Beware!!!!
I made a reservation. I called customer service to cancel and they the reservation was cancelled. Now they are charging me a fee. I spoke to a representative who stated that they saw my call, when called to follow up all of the sudden they did not have records of my cancellation. Then they told me that it was not up to them it’s up to the hotel. They are bouncing me back and forth.
Expedia.com Response
• Dec 20, 2019
December 20, 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 Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on September 29, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile App, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on November 22, 2019, and a check out on November 28, 2019, for a total of $1049.88. We understand Mrs. is seeking a refund of $148.92 plus tax from Expedia for a penalty charge administered by a hotel.
On November 23, 2019, Mrs. contacted Expedia requesting a refund for a hotel since she stayed at the same property in August. However, the *** hotel wasn’t cancelled by Expedia or Mrs. prior to the check in date. Although, she claimed Expedia helped her cancel the November reservation on an undisclosed date.
We reached out to the *** on behalf of Mrs. to request a penalty refund by referencing a past stay. Regrettably, the hotel denied our request since the past stay was booked in June of this year, for a check in date of August 30, 2019.
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. The *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the hotel and must adhere to the hotel’s policy.
Expedia Terms of Use, and hotel restrictions which were agreed to by Mrs. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** restrictions for itinerary: ***
Cancellations or changes made after 11:59 PM local hotel time, Monday, November 18, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
In respect to Mrs. statement that Expedia cancelled her reservation, by using an internal tool which allows us to review calls. We can confirm that Mrs., advised the following on November 23, 2019, "I was supposed to cancel, I won’t be using this stay". Furthermore, the exact hotel confirmation, including the penalty date, was emailed to Mrs., on September 29, 2019, for her records.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Dec 20, 2019
Complaint: ***
I am rejecting this response because when I called I did not have the exact information as to when I called. I had precious’s called in October to cancel and make a new reservation. I spoke to a representative who shared the cost for the new days and I did not accept because it was a higher price. At that point I did request to cancel. In addition, you can confirm that I booked a reservation directly through ***. I did use that reservation. This reservation was directly through *** October 11 through 16 the confirmation number ***.
Sincerely
Expedia.com Response
• Dec 27, 2019
December 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** ( Revdex.com ***). We regret to hear Mrs. did not accept our response and/ or resolution offered for the hotel confirmation, ***.
We reviewed the new information Mrs. provided in contacting Expedia to cancel and rebook a hotel reservation. The account history doesn’t show an inbound call during the month of October for cancellation/rebooking assistance. However, an inbound call matching cancellation assistance under Mrs. Expedia account was recorded on June 25, 2019.
The following details below are supported by Mrs. Expedia account history:
On May 31, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on August 30, 2019, and a check out on September 3, 2019, for a total of $785.08, collected at check in.
On June 25, 2019, Mrs. contacted Expedia for cancellation assistance under itinerary ***, as she changed her plans. Therefore, we processed the cancellation honoring Mrs. request prior to the penalty date of August 26, 2019.
Our records reflect on June 25, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on August 30, 2019, and a check out on September 4, 2019, for a total of $971.20, collected at check in.
On December 27, 2019 Expedia contacted the *** on behalf of Mrs. to request a penalty refund and obtain account history. Regrettably, the hotel denied our second refund request for $148.92 plus tax. In reference to the stay in October, that reservation is not assessable by Expedia preventing our direct adjustments. The hotel’s records, do not reflect changes to any of Mrs. reservations. As advised, by the *** a stay in October does not cancel out a reservation booked on September 29, 2019, for a check in on November 22, 2019. That reservation in question wasn’t cancelled prior to its penalty date.
Additionally, by using an internal tool which allows Expedia to review calls. We can confirm that Mrs., advised the following on November 23, 2019, "I was supposed to cancel, I won’t be using this stay". Mrs. statement was in reference to the completed itinerary ***. While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
On Aug. 20 I purchased a package deal (Itin: ***) from Expedia for Lisbon, Portugal for myself and three others. One of our party broke his foot and could no longer go on the trip. I cancelled his flight prior to the start of the trip and asked Expedia if there was anyway I could get some kind of refund on his ticket or a voucher for future travel. They acknowledged this was indeed possible. I was instructed to provide several forms of documentation and that I would hear back within 45 days. Around the 45 day mark, Expedia sent me an email stating " Dear Expedia Customer, Thank you for sending the documents for your refund request. We have sent your documents to the airline for review. We received Denial revert from airline. For any queries please contact the airline directly" I wrote back requesting a point of contact for the airline. Expedia answered saying that they could not do that. I wrote: "YOU have advised me to contact the Airline directly. I am merely asking for a little help. Is there a department you can at least direct me to? Is there an email? So don’t give me a name, just give me some general information. I was you customer. I think you could at least provide a bit more help than a simple Contact the Airline. Contact ticketing? Customer service? Is there a claim number? ..." They wrote back telling me they had forwarded my case to a "Specialized Team" and that I could "expect an email within 24 hours." 24 hours has long passed and still no email. No help at all and no further explanation. I feel I patiently waited for the 45 days to elapse and have not been provided a sufficient reason for not being provided a refund. I do understand that Expedia is not responsible to refund me, but surely they could do more to assist a former loyal customer.
Expedia.com Response
• Dec 18, 2019
December 18, 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 Ms ***, Revdex.com case number ***. We understand that Ms. is seeking a refund of $700.86 for the cancelled hotel reservation.
Our records indicate on August 20, 2019, Ms. or an authorized user of the Expedia account booked four round trip flights from Philadelphia, PA, USA, departing on October 10, 2019, traveling to Lisbon, Portugal and returning on October 20, 2019, along with a three-night hotel stay at Dare Lisbon House, checking in on October 11, 2019 and checking out on October 14, 2019 via itinerary ***.
On October 3, 2019, Ms. called to cancel flight of one of the passengers. Our representative checked the fare rules and the fare was changeable with a fee $300 for cancel and $300 for change. Ms. advised she would just contact the airline, since she is not cleared why is there's a $300 cancellation fee. Since she agreed to proceed with the cancellation our representative advised that she would receive an email for extenuating circumstances since she did not have any documents. She was seeking a refund with Finnair, due to an extenuating circumstance that *** broke his foot.
On October 7, 2019, Ms. called in and advised that she previously called us to cancel the reservation for *** and the agent informed her that the reservation was cancelled. The reservation is still active and she asked for a supervisor. Ms. asked why she received an email from Expedia saying extenuating circumstances request couldn't be processed because reservation was still active. An email was sent to the customer advising the reservation was active and that extenuating circumstances request could not process on the reservation until it was cancelled. *** was divided from the original reservation and the reservation was cancelled on October 3, 2019. Our representative sent a new confirmation for the cancelled itinerary for *** and a confirmation for the three travelers’ in the original record.
From December 15, 2019 through December 18, 2019, there have been numerous emails from Expedia to the customer. Our emails advised we received denial from the airline in regards to requesting a refund. Ms. replied back asking for the contact information for the airline. Expedia replied that we are unable to disclose any information about our airline contact. Expedia eventually replied and supplied a telephone number *** for Finnair. Ms. replied that the number was non-working.
After further review, on December 18, 2019, I reviewed all the details, emails and notes on the account. I was able to verify the airline rules for the ticket. I confirmed the ticket was refundable less $300 or changeable for $300. I also contacted Finnair at *** and was able to select “3” and Finnair asked that the caller select other options for assistance. After reviewing the details of the record, I contacted Ms. and advised that I would be issuing a refund for $700.86 and emailed her a refund receipt.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Dec 19, 2019
Revdex.com:
While I have not yet received the confirmation email concerning the refund, I am hopeful that the money will be refunded. So, I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I thank Expedia for their decision and for restoring my faith in their business.
I have applied for Expedia Reward credit card through Expedia website. The advertisement on Expedia website promised 20,000 Expedia points when I spend $1,000 in the first 3 month. I have completed this requirement, but was awarded only 10,000 reward points, as ***, issuer of the card caims that offer was for 10,000 points and not 20,000. I have filed a previous complain, and Di-Di F from the Expedia Corporate Correspondence Team did contact me and then wrote a response to Revdex.com that she contacted *** and has resolved the issue for me. Unfortunately, *** awarded me only 10,000 points and any they claim that they do not have any record regarding contact from any Expedia representative. At this point, I do not know what else I can do to resolve this issue.
Expedia.com Response
• Jan 06, 2020
January 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking 10, 000 Expedia points.Our records indicate on December 3, 2019, the customer called to get information advising that they were supposed to earn 20,000 points and get $50 back on the *** credit card.
Our representative explained how Expedia rewards works and the customer asked for a supervisor. The call was escalated to a supervisor. The supervisor referenced the Expedia Rewards card from *** and advised that information is not showing on our end. While explaining how it works the call was disconnected, called the customer back many times but was unable to reach.
On December 5, 2019, Mr. was sent an email asking him to email a copy of the letter he received from ***. Received an email replay from Mr. with the letter from ***. I communicated with our Loyalty Department and they were advised by *** that *** would assign the 20, 000 points.
On December 23, 2019, the customer called into Expedia to follow up on prior cases about the reward points. He had been advised to call back so the points could manually be adjusted for 10,000. The representative had to escalate the call; the supervisor that took over the call researched that points should have been adjusted. The supervisor adjusted the points and walked the customer through viewing the adjustment in the account. I communicated with our Loyalty Department and they were advised by *** that the 20K sign up bonus points; no fee offer went live on October 14, 2019. It replaced the old offer of 10K points and $50 service credit. *** is unsure how the customer accessed the old offer on November 4, 2019 since all of the marketing had been replaced, but they are happy to make the customer whole, adding the extra 10K points to his account.
From December 5, 2019 through January 3, 2020, I communicated with via email with our Loyalty Department about Mr. *** points. The Loyalty Department was advised by *** that they were originally adding 20K to Mr. account. Mr. communicated with Expedia advising *** had only added 10K. An Expedia Supervisor on December 23, 2019 added the missing 10K points. Our Loyalty Department contacted *** again and *** advised that Mr. will be able to see they added an additional 10K and then removed the 10K, to avoid duplication of the points Expedia added on December 23, 2019
After further review on January 6, 2020, *** has advised they have rectified Mr. account and have documented it. The initial issue of not receiving 20K points has been rectified, 10K has been added by *** and 10K point have been by Expedia. After *** removes the second set of 10K they added Mr. account will be correct. Expedia suggest in the future that any problems with the *** Reward account be addressed with directly *** at ***
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.
They offered free cancellation and conveniently when I found a lower price by $500 on their site and wanted to cancel, they stated my hotel wasnt availabe anymore and if I cancelled I couldnt get a new reservation. I was on the phone total of 2 hours with 3 different managers and they kept passing me along.
Expedia.com Response
• Dec 19, 2019
December 19, 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 Ms. is seeking a refund of $700.86 for the cancelled hotel reservation.
Our records indicate on December 17, 2019. Mr. or an authorized user of the Expedia account booked two combined one-way flights from Columbus, OH, USA, departing on January 1, 2020, traveling to Montego Bay, Jamaica and returning on January 6, 2020, along with a five-night hotel stay at *** via itinerary ***.
On December 18, 2019, Mr. called in because he can see a package that is less expensive, around $8 per person. Our representative advised that the reservation could be cancelled and rebooked but there is no availability for same hotel or flight. Offered to book the less expensive option but he refused stating it had to be for same hotel and flights. He requested a supervisor. The call was transferred to a supervisor. Mr. advised of the less expensive package and the supervisor reiterated that the reservation would have to be rebooked and the same hotel and flight are not available. Mr. asked for a Manager. The call was taken over and Mr. requested a copy of his flight details and wanted to make a formal complaint about Best Price Guarantee. He was provided the corporate address and resent the email confirmation per his request
After further review on December 19, 2019, I reviewed all the details, the notes and the confirmation of the reservation. I created a new reservation but the exact flights could not be booked even though the price was a bit less expensive. The Expedia Best Price Guarantee does not apply because the exact flights are not available.
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.
On 04DEC2019 I arrived in Austin, TX for a business trip. I booked a rental car through Expedia for 04DEC-05DEC with ***. When I arrived at the airport rental car facility, I noted a significant line at *** kiosk. I waited patiently as several customers before me were turned away. Upon my turn, the agent informed me that my reservation had been cancelled because *** was overbooked. I asked what would be next steps, and *** told me to go elsewhere and book a new reservation. I walked up to the *** counter and booked the only vehicle they had left at a significantly higher price point (241.32 vs. 69.32). Immediately upon my arrival at my hotel, I phoned Expedia to obtain assistance. A fantastic Customer Service Representative, Cindy, apologized for the experience and explained that she would call *** with me on the line to resolve the issue. *** quoted Cindy a 35 minute hold period due to unusually high call volume. We waited for over 45 minutes together and received no response from ***. We noted that the increased hold period and total lack of response likely indicated that *** had a number of problems with rental car customers that day. Cindy informed me that I could submit my final paperwork from *** obtained when I dropped off the vehicle on 05DEC via email, and that Expedia would refund me the difference between cost of the two vehicles. When I returned from my trip and processed expenses on 09DEC, I submitted my rental agreement to Expedia via email. From 09DEC - today, 18DEC, I interacted with 8 different Customer Service Reps attempting to resolve my issue. At least 5 of them attempted to contact *** for resolution and could not reach an authorized *** contact. On 17DEC another agent informed me that Expedia would process a $20.00 credit to my account, which covers only the collision policy I purchased up front. Note that I was not billed for the *** reservation, but Expedia has failed to deliver the promised solution.
Expedia.com Response
• Dec 19, 2019
December 19, 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 Ms. is seeking a refund of $171.49 for the difference in the cost of the *** rental and the *** Rental.
Our records indicate on November 4, 2019, Ms. or an authorized user of the Expedia account booked a one-day car rental with ***, picking up on December 4, 2019 and returning on December 5, 2019; along with the Collision Damage Plan via itinerary ***.
On December 4, 2019, Ms. called in advising that *** car rental was overbooked, and they were unable to provide her a vehicle. They advised she needed to book a different car with another company. Our representative advised her that we could process a refund for the difference in price, but we would need to check the information with ***. Our representative called *** and after a 45-minute hold ended the call as they did not answer.
From December 9, 2019 through December 18, 2109, Ms. emailed Expedia the *** receipt showing she paid $241.32. Expedia responded to the email on numerous occasions advising that we had issued a refund for $20.00 for the cost of the Collision Damage Plan. Ms. replied back on numerous occasions advising this is not what she was advised and expected a refund of the difference.
After further review on December 19, 2019, I was able to review the reservation, the notes on the account and the emails. The reservation was for a 24-hour period for $49.83 and had the Collision Damage Plan added for $20.00. The *** receipt was for one day $79.99 and two hours at $16.00 an hour ($32.00) along with the fuel service option for $41.46 plus taxes and fee. Based on our agent mentioning that we would refund the difference I have calculated the difference as follows: $241.32 (*** rental cost) – $32.00 (2 hours at $16.00) - $41.46 (fuel service option) - $49.83 (cost of the Expedia rental) leaves a difference of $118.03. The refund has been issued to the original card that was on the original reservation. The refund should appear within three to seven business days and we have emailed a refund receipt the email address on file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On the 21st of November I purchased a room in Boone, NC. When I realized I needed 2 queen beds I had to adjust the rental which cost more but I needed 2 beds. The next morning I decided that I only needed 1 night so I went to cancel the booking. Their site would not allow me to because their system was down. I was able to cancel with an agent chatting on line though. They sent me an email telling me that I would have to wait 10 business days to get my refund. For some reason though the additional that was charged to change the room from 1 king bed to 2 queens was put right back into my account.
When those days had passed and I had not received my refund I chatted with another agent. They told me that they would escalate the situation and get to it. Well nothing at all has been done and I have not heard from them at all.
Expedia.com Response
• Dec 18, 2019
December 18, 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 Mr. *** (Revdex.com case number *** ) regarding a hotel reservation. We understand that the customer is seeking a refund due the cancellation of his hotel accommodation.
Our records indicate that on November 30, 2019, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with Country Inn & Suites by Radisson, Boone, NC for a check in on December 6, 2019, and a check out on December 8, 2019, for a total of $386.23 plus $42.16.
On September 30, 2019, Mr. contacted Expedia requesting hotel cancellation assistance and a refund confirmation. Therefore, the reservation showed cancelled and a refund of $428.39 was processed. We then advised Mr. to wait between seven to ten days for his bank to release the funds.
Upon receipt of the Revdex.com complaint, on December 18, 2019, we verified Mr. billing history shows the initial hotel charge of $386.23, did not post to his bank account.
Due to circumstances, a refund for the hotel in the amount of $386.23 was reprocessed on December 17, 2019, back to the original form of payment. The time it takes to post the refund to Mr. account depends on how quickly his credit card company processes refunds.
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
• Dec 18, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
Brett ***
I have waited way longer than the time it takes for my bank to process the refund. I would appreciate the money being in my account by the end of the week. I think it is ridiculous to think that the larger amount was not processed but the 40 some on dollars was processed almost immediately.
We traveled to the Dominican Republic on November 21st, 2019. We booked an excursion through Expedia with *** to take us on a *** on November 23rd, 2019. We were waiting in the hotel lobby to be picked up and taken on our excursion, when no one showed up, I called *** and I was informed by them that someone in Expedia had canceled my reservation and that they "do that all the time". Logically I contacted Expedia to find out who took the liberty of cancelling a trip that my family and I were very much looking forward to.
Expedia said that they contacted the vendor and that it was the vendor's policy to not offer refunds and that they were bound to that vendor's policy. I explained to Expedia that I did not do business with that vendor because I paid EXPEDIA not them. I also expresses my frustration that there was a chance I wouldnt get refunded for something that I paid for and never got to enjoy. Expedia said that they were sorry and that they hope I would trust them again on my next trip. They also informed me that they had some "specialized" team handling my case and that they would be the ones contacting me. When I asked for a time frame that I would receive such a contact, the lady said she does not know, I said to her that if I can expect a call or an email within a year and she actually said that she does not know.
Let me be very clear, I WILL NEVER USE EXPEDIA AGAIN AND I WOULD DISCOURAGE ANY ONE WITHIN MY PROXIMITY TO NOT DO SO AS WELL. EXPEDIA IS TERRIBLE AND VERY UNPROFESSIONAL.
Expedia.com Response
• Dec 18, 2019
December 18, 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 Mr. *** (Revdex.com case number ***) regarding an activity as part of a vacation package.
Our records show that on September 3, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from New York, NY, to Punta Cana, Dominican Republic departing on November 21, 2019 and returning on November 26, 2019. The package also includes a hotel, package insurance, two activities and a private minivan with a stay at ***, Punta Cana for a check in on November 21, 2019 and a check out on November 26, 2019, for a total of $3799.86. We understand that the customer is seeking an activity refund due to a tour operators inability to honor their scheduled, " ***".
We verified on November 23, 2019, Mr. contacted Expedia for assistance, as he stated," ***", didn’t pick him up causing him to miss the trip. He then stated, the operator advised that Expedia cancelled his tour. We then contacted, "***", to advocate on his behalf by requesting authorization to refund Mr.. Regrettably, the tour operator denied our request citing their regulations. Therefore, Expedia followed the tour operators cancellation policy listed below.
Rules And Regulations:
You can cancel free of charge until 25 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made.
• Vouchers are non-transferable.
Additionally, Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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
On December 18, 2019, we confirmed our internal system shows a used, " ***". Furthermore, we’ve attached a document reflecting the completed, " ***", for Mr. records. In addition, Mr. may visit our website and select, " My Trips", after signing into his Expedia account, he will see that not a single component of his package was cancelled by Expedia.
Due to circumstances, a onetime courtesy refund for the tour in the amount of $333.00 was processed on December 18, 2019, back to the original form of payment. The time it takes to post the refund to Mr. account depends on how quickly his credit card company processes refunds generally between seven to ten 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
Now Expedia have only non refundable hotels . I cancel hotel booking 3 days before checking. And Expedia not refund any money for 6 days. This is ander any law to take your money if you not receive crevices.
Don’t use Expedia. Safe yours money.
they stole money from us and ripped us off. Didn't tell us our hotel reservation got cancelled and then let us find out on our own a week before the vacation when we booked over a year in advance. Now all the hotels are booked and we have to pay a $1100 more just so we have a place to stay and it was all expedia.coms fault. They didn't even say sorry and if my wife wouldn't of had to confirm we would have had no place to stay in a foreign country. My wife is the mother of 4 children and really needed this vacation so needless to say , Shame on you expedia
A group of ten of us booked flights through Expedia to travel from Minneapolis to the island of Saint Martin. The flight on the way to Saint Martin through *** has been cancelled and they are forcing us to leave a day early and stay overnight in a hotel in Toronto and WE have to pay for the hotel. I have been on the phone with Expedia and they have been very unhelpful with poor customer service basically telling us there’s not much they can do. We paid $845 PER ticket and if we book through an agency like Expedia we should be able to know our trip is guaranteed. We have booked a place in Saint Martin and we have made all necessary arrangements for this trip. To leave a day earlier and have to stay in a hotel and pay that extra fee is not acceptable. They have put us on hold for SEVERAL hours waiting for *** to talk with them and see if they will pay for the hotel costs, but frankly that is not enough. My fear is we will get to the airport and *** will no ***er have any flights and we’ll be stuck again! I am also no ***er willing to sit on hold for HOURS of my time. I have never booked a flight and then had it be cancelled and not be accommodated correctly for it. This seems very strange and very poor business. A flight and a plan for a trip should be guaranteed at the price and times you pay for and that is all there is to it!
Expedia.com Response
• Dec 18, 2019
December 18, 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 *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting new flight options for his
airline-initiated schedule change.
Our records indicate that on October 02, 2019, Mr., or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Mobile App, under itinerary
*** with departure on *** Airlines from Minneapolis, MN, USA to Philipsburg, Sint Maarten on February 29, 2020. Return on *** Airlines for March 7, 2020.
Upon review, we show that on December 13, 2019 Mr. were offered flight option *** (***) departing Minneapolis, MN at 4:35 pm and arriving in Toronto Canada at 7:40 pm. When we
spoke with Mr., he requested for a hotel to be accommodated prior to accepting the flight option. We contacted the airlines and they agreed to a hotel for the customer, however, they needed to
know a few questions; how many guests (4 maximum), smoking or non-smoking, and his email address. The airlines will choose the hotel once they receive this information.
We notified the customer via email to provide this information to Expedia so that we can notify ***. The airline has informed us they have no other flight options available for Mr. to choose.
We apologize for the inconvenience this may have caused Mr., please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding
involuntary schedule changes. The airlines issues schedule changes and these changes are unrelated to the type of ticket purchased or the company from which customers purchase their ticket.
In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or
maintenance issues.
Mr. still has an option to choose a full refund for his departure flight only with *** as that will allow freedom to Mr. to select a brand-new flight with any carrier. Once he gives
permission to allow a full refund his tickets will be sent to the airline for the refund to be processed. As the original charge was assessed by the airline, so the refund will come from the airline. The
amount of time it takes to receive the funds does depend on your specific banking institution as well as the specific airline.
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.
Booked a flight for my family through Expedia.com in Chile, unfortunately had a medical emergency and couldn´t fly. I let them know prior to my departure date. My rate considers the option of refund in case of medical emergency, after sending all the certificates requested Expedia denied my refund
Expedia.com Response
• Dec 17, 2019
December 17, 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 flights. We understand *** is requesting a refund.
Our records indicate on December 1, 2018, ***, or a person authorized for the Expedia account, booked roundtrip flights for five passengers with *** Airlines, traveling from Santiago, Chile to Barcelona, Spain, departing on June 27, 2019 and returning on July 21, 2019.
The terms and conditions were provided at the time of booking and accepted when the purchase was completed. They stated that the tickets were nonrefundable, but changes were allowed, with restrictions, and within one year of the original issue date.
The customer contacted Expedia on June 3, 2019 stating that they needed to cancel their flights due to extenuating circumstances. Documentation was emailed to Expedia to forward to the airline for their consideration. The airline did not provide a waiver and advised that medical extenuating circumstance requests may only be approved if the patient was hospitalized at the time of travel.
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.
In July, I went on a vacation to Turkey (everything was purchased through Expedia, flight, hotel, activities). One of the activities I reserved for was a tour of the city, where we get picked up from the hotel, toured around the city for a day, then brought back to our hotel at night. The day before our activity, I called to confirm the hotel pickup and everything, the next day I did not get picked up from the hotel, and the tour guide people did not show up. I called the tour company and spoke to the lady, who was very rude, and told her that we were not picked up (we were supposed to be picked up by 8:00 am,I called at 8:30 am). She told me it's too late to do anything and that it is not her problem and shut the phone in my face. I called Expedia and the representative I was talking to tried contacting them numerous times, but they did not answer. He then told me not to worry about it and that I will get refunded for the amount since it is a problem on their end. I thanked him, he was very nice and thought it is the end of the problem. But I still haven't received a refund and contacted Expedia a couple of times, and the last time that I spoke to them, they told me there is nothing they can do. The amount is $441.00 and the fault was not mine, and the issue is being disreagred, it has been a couple of months.
Expedia.com Response
• Dec 16, 2019
December 16, 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 an activity reservation. We understand that the customer is seeking a full refund due to the tour operators inability to honor their scheduled tour.
Our records indicate on July 14, 2019, Ms. or an authorized user self-booked an activity reservation on Expedia’s mobile website under itinerary ***. The activity is scheduled for a tour on July 17, 2019, for a total of $441.
We verified on July 17, 2019, Ms. contacted Expedia for assistance, as she stated,“ ***”, didn’t pick her up on July 17, 2019, causing her to miss the trip. Therefore, Ms. requested a full refund for the party of six.
On July 21, 2019, we contacted, “***”, to advocate on her behalf by requesting authorization to refund Ms.. However, the tour operator advised that Ms. did not contact them in advance to provide her hotel address for pick-up. Regrettably, the tour operator, “ ***’, denied our request based on the cancellation policy listed below.
Rules And Regulations:
You can cancel free of charge until 25 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made.
• Vouchers are non-transferable.
Additionally, Expedia’s Terms of Use which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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
Due to circumstances, a onetime courtesy refund for the tour in the amount of $441.00, was processed on December 12, 2019, back to the original form of payment. The time it takes to post the refund to Ms.’s account depends on how quickly her credit card company processes refunds.
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
• Dec 16, 2019
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.
On 11/20/19 I booked 2 rooms at the *** in Fruita Colorado for the night of 11/26. They were both booked at the same time under the itinerary #***. Due to winter snow storms, we had to cancel our plans and I canceled the reservations through Expedia. The confirmation email I received said “confirmed: Expedia hotel cancellation - *** inn and suites by ***, Tuesday, November 26 - Wednesday, November 27 ( itinerary #*** )”. As both rooms are listed under this itinerary #, I made the reasonable assumption that both rooms had been canceled. Further, the first line in the email says “ hello ***, your hotel reservation has been canceled.” Nowhere in the cancellation confirmation email does it state that only one room was canceled or did it list a specific reservation number attached to one room. I later found out that only one room was canceled and I was charged for the 2nd room. This confirmation email was incredibly misleading. The only official document numbers listed in it is the itinerary # which contains both rooms.
I called Expedia customer service and spoke with both a customer service representative and a supervisor about this. I told them that I desired a refund from Expedia and that my contract for services was between them, not ***. They explained to me that the best course of action was for them to contact the hotel directly and try to get a refund, thus everyone would be taken care of. I was hesitant to accept this plan because my complaint was with Expedia not ***. But, I decided to allow the process to work based on assurances from the supervisor that if *** did not refund the money, Expedia would find a satisfactory resolution for me. I received a response from Expedia‘s customer care on 12/8 stating *** had denied my request and it was quite clear from the email that Expedia considered this case closed. No attempt was ever made by Expedia to resolve the problem.
Expedia.com Response
• Dec 16, 2019
December 16, 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 Mr. *** (Revdex.com case number 14024262) regarding a hotel reservation.
Our records indicate that on August 17, 2019, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile App, under itinerary ***. The hotel stay was with ***, CO for a check in on November 26, 2019, and a check out on November 27, 2019, at a total of $198.06, for two rooms. The reservation included a hotel protection plan for $9.00. We understand Mr. is seeking a refund for $97.23, under a partially cancelled hotel itinerary.
On November 20, 2019, Mr., went on Expedia’s website to cancel the refundable *** hotel reservation. We used an internal tool which allows us to see the customer’s itinerary, Mr., cancelled the first room off of his itinerary. See the exact cancellation details, including the refund amount, emailed to Mr., on November 20, 2019, for his records.
Hello ***, your hotel reservation has been cancelled:
Your reservation with *** by *** in Fruita from Tue, Nov 26 to Wed, Nov 27 was cancelled. You will receive a refund.The refund will be issued to the payment method you used at checkout. If you are an Expedia Rewards member and used points, check your rewards activity for refunded points. See terms and conditions.
*Refund total $99.03
Our research shows on December 7, 2019, Mr. contacted Expedia for refund assistance on a previously cancelled itinerary. We discovered that Mr. had two rooms each with separated cancellation links, that Mr. wasn’t aware of that the time of cancellation. Therefore, part of his hotel reservation was left active. We then contacted *** on behalf of Mr. to authorize a refund request. Regrettably, the hotel denied our request as Mr. did not complete the cancellation before, November 25, 2019, his penalty date.
*** by ***
Cancellations or changes made after 6:00 PM local hotel time, Monday, November 25, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Furthermore, 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, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On December 16, 2019, Expedia reached back out to *** for refund reconsideration. However, the hotel declined our second request based on their restrictive cancellation policy. As a onetime courtesy, Expedia processed a refund of $99.03, back to the 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.
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
• Dec 16, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel room through Expedia followed by their Website directing list after I put in my basic requirements free airport shuttle service and free cancelation fee. 30 min after I made the reservation,
I called the hotel and asking about checking in procedures and found out they have no airport shuttle service at all. So I asked for cancelation of the reservation Transaction ID
Seller info
EXPEDIA.COM
***
http://www.expedia.com/ [email protected]
Invoice ID
Expedia operator hold me on phone for more than one hour to go back forth with either hotel or supervisor and refuse to refund my money of $174
Expedia.com Response
• Dec 12, 2019
December 12, 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund because the hotel did not have free cancellation or an airport shuttle.
Our records indicate on December 10, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at the ***, checking in December 10, 2019 and checking out on December 11, 2019 via ***. Ms. called in to cancel the reservation. She stated when she booked the reservation, she was advised by the website that the property had an airport shuttle. Our representative checked the reservation and the hotel does not offer an airport shuttle. The reservation was recreated, and the hotel does not offer of an airport shuttle. Our representative contacted the hotel to see if they would authorize a waiver and they denied the waiver since the reservation was booked as non-refundable. Ms. asked for a manager. The Manager advised Ms. that she could send in a screenshot of the offers. Ms. advised she had already replied to the email with the screenshot, but it has not been received. Our back-office system was verified, and it showed the reservation was non-refundable and inside penalty when it was booked. The system did not show the hotel offered an airport shuttle service.
Our representative offered to assign the case to an offline team, so that a manager could be asked to authorize a refund, but the refund was not guaranteed. Our representative applied a $100 coupon to Ms.’s account.After further review on December 12, 2019, I reviewed the details of the reservation, our back-office system, confirmation itinerary and recreated a reservation. The hotel that was booked was not the hotel that appeared when requesting an airport shuttle. The details of the *** do not include free cancellation or an airport shuttle. I was able to confirm a $100 voucher was placed onto the Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until January 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may ***e their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Expedia.com Response
• Dec 23, 2019
December 23, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. was not able to locate the voucher on the Expedia account.
We are again responding to Ms.’s complaint regarding the hotel reservation not having free cancellation or an airport shuttle.
Expedia has been able to verify the Expedia account was first used in February of 2019. Ms. created a reservation for a one night stay at the ***.
On December 10, 2019 an Expedia representative applied the $100 coupon to Ms.’s Expedia account. Ms. would need to log into the Expedia account with the her login and password. She would need to click onto her account settings and she will be able to view “coupon”. The coupon is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The coupon is valid until January 31, 2021. Please know that this coupon is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Dec 29, 2019
Complaint: ***
I am rejecting this response because:
I was able to locate an old Expedia account that was supposed to be closed. However I was able reset and did find a voucher Expedia referred.
My complaint is Expedia's web display advertise one product and delivers different when actually booking. Misleading to reservation that should have not
linked to at first place!
Then Playing the "Business disclaiming terms" game after the reservation is created and to expect consumers are all able to read small fine letters on smartphones.
I sure have lost my trust in their credibility. The $100 voucher might have expired, unable to redeem, whatelse small letters warning, or terms & conditions I will not be able to play their games...
I would simply like the same payment I made to be refunded.
I did the following reservation with Expedia "Itinerary # ***". It was three bedrooms for 7 people. When we arrived to the hotel the reservation had been changed to two rooms for the 7 of us. I just received a notification from Expedia the same day and when I was flying from NYC to Costa Rica. so when I arrived at 11 pm at the hotel we were faced with this problem.
Expedia.com Response
• Dec 12, 2019
December 12, 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 *** regarding a refund. We understand that Mr. is seeking a refund because his three-room reservation was not honored by the property.
Our records indicate on October 24, 2019, Mr. or an authorized user of the Expedia account purchased a one-night hotel reservation at the booked Hotel Aeropuerto, checking in November 27, 2019 and checking out on November 28, 2019 via ***.
After further review on December 12, 2019, I was able to verify there were no notes or documentation on the Expedia account. I have reviewed reservation and the hotel policy. The hotel policy states, “you will be charged deposits by the property based on the following schedule. 25 percent (after booking)”. I contacted the hotel and they confirmed that they were unable to charge the card initially for the deposit. They stated when they were able to get the charge through, they only had two rooms available. Based on the deposit problem when the charge was obtained, they did not have three rooms available and only charged for two. The following appeared at the time the reservation was booked:
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I reserved a rental car from them and according to their website it came with liability and collision insurance. When I arrived at my location, the rental car company refused to take my prepaid insurance and demanded that I pay their mandatory insurance. It is very misleading on expedia's website on insurance costs. Why advertise insurance if their insurance offered is refused? It seems very scamish to make an individual pay for three types of insurance. All fees and insurances should be disclosed of during the time of reservation. If a particular location does not accept expedias insurance, expedia should not advertise insurance in the first place.
Expedia.com Response
• Dec 12, 2019
December 12, 2019
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz 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.
Orbitz is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $55.00 for the Collision Damage Plan.
Our records indicate September 30, 2019, Mr. or an authorized user of the account booked a four-day rental card with Fox Rental Card picking up on October 1, 2019 and returning on October 5, 2019; the Collision Damage Plan via itinerary ***.
On December 10, 2019, Mr. contacted Expedia advising he wanted to have a refund for the car insurance. He advised the location would not accept our insurance. Our representative called the car rental company and they advised they rejected the third-party car insurance and customer purchased insurance with them directly. Our representative issued a refund for $55.00 and sent an email to Mr..
After further review on December 12, 2019, I was able to confirm the refund of $55.00 was issued on December 10, 2019 to VISA ending in *** and also confirmed the emailed that was sent to Mr. on December 10, 2019.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Dec 18, 2019
Complaint: ***
I am rejecting this response because: They did not address the fact that the car I booked was advertised with INCLUDED liability insurance of (750,000 MXN). Additionally, they have since changed their website advertisements and disabled my itinerary from the trip, luckily I screenshotted the advertisement prior to booking the trip. I am not concerned over the $20 rental cost, however they should not advertise cars with included "non-acceptable" liability insurance as seems irresponsible and possibly fraud.
I received an email today from Expedia- saying that the flights that I had reserved for my son had been cancelled and that I needed to call expedia back to fix that problem and the flights are today (it's already 6 pm). I called and they were not able to look up my reservation due to technical difficulties and they advised me to call back in a hour- as I was asking them why they couldn't call me back when their system was back up (rather than me waiting an hour) the operator hung up on me (I was not rude at all). When I later called back, they again couldn't look up my reservation due to technical difficulties- and the operator advised me to call back in an hour or two. I again asked why they couldn't call me back when the system was up. They stated they didn't have that capability. But my flights are today, I explained. They told me there is nothing they could do. I asked if there would be a record of my problem- when I call back for the third time in "an hour or two" and they stated no- thus they will not be keeping a record of this issue of them not being able to access my record to fix the flight dates and they were also unable to tell me if I could have a refund so I could switch transportation to something else. Thus not only are they not behaving responsibly- but they're holding my money hostage (almost $800 dollars).
December 22, 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 flights. We understand *** is requesting a refund.
Our records indicate on October 23, 2019, ***, or a person authorized for the Expedia account, booked combined one way flights for travel from San Diego, CA to Nashville, TN, departing with *** on December 21, 2019, and returning with *** on December 25, 2019.
The terms and conditions were provided from the airline during booking and accepted when the purchase was completed. The fare flights with *** were purchased with a Basic Economy fare; and, the ticket was nonrefundable with no changes allowed. The *** flights were purchased with an Economy fare that is nonrefundable, but allows changes under certain circumstances.
We have no record of calls received from the customer.
Our records show that on December 21, 2019 the flight with *** was missed, or no showed. The flights with *** are active and upcoming, as no cancelation was made or requested by the customer.
No refund is due. The *** ticket has no value for exchange. If the *** flights are missed, or “no showed”, they also will have no value for exchange. If the customer would like to exchange the *** ticket, or cancel it for future use, they need to complete the cancelation prior to missing the flight. Any future credit with *** will have restrictions, be for travel under the same name, with the same airline, from the same country of origin, and only be valid for flights that start travel within one year of the original issue date, after payment of a $200.00 change fee plus any difference in fare.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
as I previously noted- I called Expedia twice on the day that the flight was to leave. During the first call - the operator told me that the system was down and she couldn't look up my reservation information and that I needed to call back in an hour. The only reason why I called them was because I had just received an email from Expedia stating that United had cancelled the flight and that Expedia had update the itinerary and that I needed to log online to see it. But when I logged in- there was nothing new to see. Then she abruptly hung up on me.
and as stated in my initial complaint- I did call back again. And the male operator told me the same thing- that that system was down and that I needed to call back "in an hour or two".
I asked him if there would be a record of my call- and he said no. I also asked if they could call me back when the system was up- and he also said no.
Thus Expedia is lying to you.
They sent me a cancellation- and then, because their system was apparently down, did nothing to help the customer (me) manage through this now, travel emergency.
Sincerely
Worst Travel Agent Ever! If you want to get ripped off use them
Flight Complaint - Itin: *** - Case ID : [REQ:S-***]
On Nov 10, 2019 I purchased a ticket for my Mom to fly form JED to MSP. operated by ***. When my Mom arrived she explained to me she had charged almost $1,650 for 2 additional baggage. She was not aware of the fact it should be $300 the max per ***'s website and Expedia's rep over the phone. This is sounds to be a scam, and unrealistic. I have filed a complaint since Nov 23 2019. Expedia stating that *** are not responding to their email, and I do not think this is my issue since I'm following the right protocol. I have provided all documents that Expedia requested ( proof of charges, labels for four pieces of baggage)
December 22, 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 flights. We understand is *** requesting a refund.
Our records indicate on November 10, 2019, ***, or a person authorized for the Expedia account, booked a flight for one passenger traveling roundtrip with *** Airlines from Jeddah, Saudi Arabia to Minneapolis, MN, USA, departing on November 22, 2019 and returning on May 16, 2020.
Expedia is a third party intermediary for travel suppliers such as airlines. Our website advises that optional services such as baggage handling is charged by the airline separately. The customer agreed to the information provided during booking as well as the Terms of Use, which include:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Any charges that are billed directly by the airline for services that they provide separately, may be addressed with the airline directly. Expedia will not be able to provide compensation for baggage fees.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
please provide any specific information from your website about *** extra charges. We trusted Expedia, and the should stand behind their third parties. We tried to upgrade in the airport but they said they can’t do anything. I promise you this is only about the way of treatment. There is not way 2 extra luggage for $1600. Revdex.com is the the second step, next is to our family’s attorney. I just want to make sure I did try all channels before I file any legal action.
Sincerely
January 2, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised the customer agreed to the Terms of Use, which were provided at the time of booking, and included:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
During the booking process baggage information was provided with the flight details. It was available via a dropdown link called “baggage fee details.” A review of the customers booking process showed that they did not elect to view it.
Expedia is a third party intermediary for travel suppliers, such as airlines. When the baggage fee information is reviewed it advises that the information is “estimated bag fees”, as they are provided and updated by the airline. It also provides a link to the airlines website to “confirm bag fees, weight and size restrictions.” Airlines can change fees for the optional services they provide at any time without notice. Fee amounts that are provided by an airline as an estimate at the time of booking, are not guaranteed to be the same cost at the time services are actually purchased.
In the customers billing, or “Trip Summary” they were again advised to “visit *** for additional information about seats, bags, and other restrictions.”
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
Don't book cruises with Expedia. They make offers for onboard credit just like the cruise companies do but, unlike the other companies they hide forms in the small print that you have to complete so, that you don't get your credit. If I would have booked my cruise directly with the cruise company I would have received the credit. The topic of conversation on the shuttle ride from the cruise was how Expedia didn't give any of us our onboard credit, this was from 3 random couples. I can't imagine how much Expedia swindled from people during just that one cruise.
Expedia creates small print and unnecessary paperwork to get something that is standard. I've been on 17 cruises from many travel agents including booking directly and always got the advertised credit. They are a Dirty company!! Beware!!!!
I made a reservation. I called customer service to cancel and they the reservation was cancelled. Now they are charging me a fee. I spoke to a representative who stated that they saw my call, when called to follow up all of the sudden they did not have records of my cancellation. Then they told me that it was not up to them it’s up to the hotel. They are bouncing me back and forth.
December 20, 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 Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on September 29, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile App, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on November 22, 2019, and a check out on November 28, 2019, for a total of $1049.88. We understand Mrs. is seeking a refund of $148.92 plus tax from Expedia for a penalty charge administered by a hotel.
On November 23, 2019, Mrs. contacted Expedia requesting a refund for a hotel since she stayed at the same property in August. However, the *** hotel wasn’t cancelled by Expedia or Mrs. prior to the check in date. Although, she claimed Expedia helped her cancel the November reservation on an undisclosed date.
We reached out to the *** on behalf of Mrs. to request a penalty refund by referencing a past stay. Regrettably, the hotel denied our request since the past stay was booked in June of this year, for a check in date of August 30, 2019.
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. The *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the hotel and must adhere to the hotel’s policy.
Expedia Terms of Use, and hotel restrictions which were agreed to by Mrs. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** restrictions for itinerary: ***
Cancellations or changes made after 11:59 PM local hotel time, Monday, November 18, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
In respect to Mrs. statement that Expedia cancelled her reservation, by using an internal tool which allows us to review calls. We can confirm that Mrs., advised the following on November 23, 2019, "I was supposed to cancel, I won’t be using this stay". Furthermore, the exact hotel confirmation, including the penalty date, was emailed to Mrs., on September 29, 2019, for her records.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because when I called I did not have the exact information as to when I called. I had precious’s called in October to cancel and make a new reservation. I spoke to a representative who shared the cost for the new days and I did not accept because it was a higher price. At that point I did request to cancel. In addition, you can confirm that I booked a reservation directly through ***. I did use that reservation. This reservation was directly through *** October 11 through 16 the confirmation number ***.
Sincerely
December 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** ( Revdex.com ***). We regret to hear Mrs. did not accept our response and/ or resolution offered for the hotel confirmation, ***.
We reviewed the new information Mrs. provided in contacting Expedia to cancel and rebook a hotel reservation. The account history doesn’t show an inbound call during the month of October for cancellation/rebooking assistance. However, an inbound call matching cancellation assistance under Mrs. Expedia account was recorded on June 25, 2019.
The following details below are supported by Mrs. Expedia account history:
On May 31, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on August 30, 2019, and a check out on September 3, 2019, for a total of $785.08, collected at check in.
On June 25, 2019, Mrs. contacted Expedia for cancellation assistance under itinerary ***, as she changed her plans. Therefore, we processed the cancellation honoring Mrs. request prior to the penalty date of August 26, 2019.
Our records reflect on June 25, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, El Paso, TX for a check in on August 30, 2019, and a check out on September 4, 2019, for a total of $971.20, collected at check in.
On December 27, 2019 Expedia contacted the *** on behalf of Mrs. to request a penalty refund and obtain account history. Regrettably, the hotel denied our second refund request for $148.92 plus tax. In reference to the stay in October, that reservation is not assessable by Expedia preventing our direct adjustments. The hotel’s records, do not reflect changes to any of Mrs. reservations. As advised, by the *** a stay in October does not cancel out a reservation booked on September 29, 2019, for a check in on November 22, 2019. That reservation in question wasn’t cancelled prior to its penalty date.
Additionally, by using an internal tool which allows Expedia to review calls. We can confirm that Mrs., advised the following on November 23, 2019, "I was supposed to cancel, I won’t be using this stay". Mrs. statement was in reference to the completed itinerary ***. While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
On Aug. 20 I purchased a package deal (Itin: ***) from Expedia for Lisbon, Portugal for myself and three others. One of our party broke his foot and could no longer go on the trip. I cancelled his flight prior to the start of the trip and asked Expedia if there was anyway I could get some kind of refund on his ticket or a voucher for future travel. They acknowledged this was indeed possible. I was instructed to provide several forms of documentation and that I would hear back within 45 days. Around the 45 day mark, Expedia sent me an email stating " Dear Expedia Customer, Thank you for sending the documents for your refund request. We have sent your documents to the airline for review. We received Denial revert from airline. For any queries please contact the airline directly" I wrote back requesting a point of contact for the airline. Expedia answered saying that they could not do that. I wrote: "YOU have advised me to contact the Airline directly. I am merely asking for a little help. Is there a department you can at least direct me to? Is there an email? So don’t give me a name, just give me some general information. I was you customer. I think you could at least provide a bit more help than a simple Contact the Airline. Contact ticketing? Customer service? Is there a claim number? ..." They wrote back telling me they had forwarded my case to a "Specialized Team" and that I could "expect an email within 24 hours." 24 hours has long passed and still no email. No help at all and no further explanation. I feel I patiently waited for the 45 days to elapse and have not been provided a sufficient reason for not being provided a refund. I do understand that Expedia is not responsible to refund me, but surely they could do more to assist a former loyal customer.
December 18, 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 Ms ***, Revdex.com case number ***. We understand that Ms. is seeking a refund of $700.86 for the cancelled hotel reservation.
Our records indicate on August 20, 2019, Ms. or an authorized user of the Expedia account booked four round trip flights from Philadelphia, PA, USA, departing on October 10, 2019, traveling to Lisbon, Portugal and returning on October 20, 2019, along with a three-night hotel stay at Dare Lisbon House, checking in on October 11, 2019 and checking out on October 14, 2019 via itinerary ***.
On October 3, 2019, Ms. called to cancel flight of one of the passengers. Our representative checked the fare rules and the fare was changeable with a fee $300 for cancel and $300 for change. Ms. advised she would just contact the airline, since she is not cleared why is there's a $300 cancellation fee. Since she agreed to proceed with the cancellation our representative advised that she would receive an email for extenuating circumstances since she did not have any documents. She was seeking a refund with Finnair, due to an extenuating circumstance that *** broke his foot.
On October 7, 2019, Ms. called in and advised that she previously called us to cancel the reservation for *** and the agent informed her that the reservation was cancelled. The reservation is still active and she asked for a supervisor. Ms. asked why she received an email from Expedia saying extenuating circumstances request couldn't be processed because reservation was still active. An email was sent to the customer advising the reservation was active and that extenuating circumstances request could not process on the reservation until it was cancelled. *** was divided from the original reservation and the reservation was cancelled on October 3, 2019. Our representative sent a new confirmation for the cancelled itinerary for *** and a confirmation for the three travelers’ in the original record.
From December 15, 2019 through December 18, 2019, there have been numerous emails from Expedia to the customer. Our emails advised we received denial from the airline in regards to requesting a refund. Ms. replied back asking for the contact information for the airline. Expedia replied that we are unable to disclose any information about our airline contact. Expedia eventually replied and supplied a telephone number *** for Finnair. Ms. replied that the number was non-working.
After further review, on December 18, 2019, I reviewed all the details, emails and notes on the account. I was able to verify the airline rules for the ticket. I confirmed the ticket was refundable less $300 or changeable for $300. I also contacted Finnair at *** and was able to select “3” and Finnair asked that the caller select other options for assistance. After reviewing the details of the record, I contacted Ms. and advised that I would be issuing a refund for $700.86 and emailed her a refund receipt.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Revdex.com:
While I have not yet received the confirmation email concerning the refund, I am hopeful that the money will be refunded. So, I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I thank Expedia for their decision and for restoring my faith in their business.
Sincerely,
Maryellen
I have applied for Expedia Reward credit card through Expedia website. The advertisement on Expedia website promised 20,000 Expedia points when I spend $1,000 in the first 3 month. I have completed this requirement, but was awarded only 10,000 reward points, as ***, issuer of the card caims that offer was for 10,000 points and not 20,000. I have filed a previous complain, and Di-Di F from the Expedia Corporate Correspondence Team did contact me and then wrote a response to Revdex.com that she contacted *** and has resolved the issue for me. Unfortunately, *** awarded me only 10,000 points and any they claim that they do not have any record regarding contact from any Expedia representative. At this point, I do not know what else I can do to resolve this issue.
January 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking 10, 000 Expedia points.Our records indicate on December 3, 2019, the customer called to get information advising that they were supposed to earn 20,000 points and get $50 back on the *** credit card.
Our representative explained how Expedia rewards works and the customer asked for a supervisor. The call was escalated to a supervisor. The supervisor referenced the Expedia Rewards card from *** and advised that information is not showing on our end. While explaining how it works the call was disconnected, called the customer back many times but was unable to reach.
On December 5, 2019, Mr. was sent an email asking him to email a copy of the letter he received from ***. Received an email replay from Mr. with the letter from ***. I communicated with our Loyalty Department and they were advised by *** that *** would assign the 20, 000 points.
On December 23, 2019, the customer called into Expedia to follow up on prior cases about the reward points. He had been advised to call back so the points could manually be adjusted for 10,000. The representative had to escalate the call; the supervisor that took over the call researched that points should have been adjusted. The supervisor adjusted the points and walked the customer through viewing the adjustment in the account. I communicated with our Loyalty Department and they were advised by *** that the 20K sign up bonus points; no fee offer went live on October 14, 2019. It replaced the old offer of 10K points and $50 service credit. *** is unsure how the customer accessed the old offer on November 4, 2019 since all of the marketing had been replaced, but they are happy to make the customer whole, adding the extra 10K points to his account.
From December 5, 2019 through January 3, 2020, I communicated with via email with our Loyalty Department about Mr. *** points. The Loyalty Department was advised by *** that they were originally adding 20K to Mr. account. Mr. communicated with Expedia advising *** had only added 10K. An Expedia Supervisor on December 23, 2019 added the missing 10K points. Our Loyalty Department contacted *** again and *** advised that Mr. will be able to see they added an additional 10K and then removed the 10K, to avoid duplication of the points Expedia added on December 23, 2019
After further review on January 6, 2020, *** has advised they have rectified Mr. account and have documented it. The initial issue of not receiving 20K points has been rectified, 10K has been added by *** and 10K point have been by Expedia. After *** removes the second set of 10K they added Mr. account will be correct. Expedia suggest in the future that any problems with the *** Reward account be addressed with directly *** at ***
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
They offered free cancellation and conveniently when I found a lower price by $500 on their site and wanted to cancel, they stated my hotel wasnt availabe anymore and if I cancelled I couldnt get a new reservation. I was on the phone total of 2 hours with 3 different managers and they kept passing me along.
December 19, 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 Ms. is seeking a refund of $700.86 for the cancelled hotel reservation.
Our records indicate on December 17, 2019. Mr. or an authorized user of the Expedia account booked two combined one-way flights from Columbus, OH, USA, departing on January 1, 2020, traveling to Montego Bay, Jamaica and returning on January 6, 2020, along with a five-night hotel stay at *** via itinerary ***.
On December 18, 2019, Mr. called in because he can see a package that is less expensive, around $8 per person. Our representative advised that the reservation could be cancelled and rebooked but there is no availability for same hotel or flight. Offered to book the less expensive option but he refused stating it had to be for same hotel and flights. He requested a supervisor. The call was transferred to a supervisor. Mr. advised of the less expensive package and the supervisor reiterated that the reservation would have to be rebooked and the same hotel and flight are not available. Mr. asked for a Manager. The call was taken over and Mr. requested a copy of his flight details and wanted to make a formal complaint about Best Price Guarantee. He was provided the corporate address and resent the email confirmation per his request
After further review on December 19, 2019, I reviewed all the details, the notes and the confirmation of the reservation. I created a new reservation but the exact flights could not be booked even though the price was a bit less expensive. The Expedia Best Price Guarantee does not apply because the exact flights are not available.
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
On 04DEC2019 I arrived in Austin, TX for a business trip. I booked a rental car through Expedia for 04DEC-05DEC with ***. When I arrived at the airport rental car facility, I noted a significant line at *** kiosk. I waited patiently as several customers before me were turned away. Upon my turn, the agent informed me that my reservation had been cancelled because *** was overbooked. I asked what would be next steps, and *** told me to go elsewhere and book a new reservation. I walked up to the *** counter and booked the only vehicle they had left at a significantly higher price point (241.32 vs. 69.32). Immediately upon my arrival at my hotel, I phoned Expedia to obtain assistance. A fantastic Customer Service Representative, Cindy, apologized for the experience and explained that she would call *** with me on the line to resolve the issue. *** quoted Cindy a 35 minute hold period due to unusually high call volume. We waited for over 45 minutes together and received no response from ***. We noted that the increased hold period and total lack of response likely indicated that *** had a number of problems with rental car customers that day. Cindy informed me that I could submit my final paperwork from *** obtained when I dropped off the vehicle on 05DEC via email, and that Expedia would refund me the difference between cost of the two vehicles. When I returned from my trip and processed expenses on 09DEC, I submitted my rental agreement to Expedia via email. From 09DEC - today, 18DEC, I interacted with 8 different Customer Service Reps attempting to resolve my issue. At least 5 of them attempted to contact *** for resolution and could not reach an authorized *** contact. On 17DEC another agent informed me that Expedia would process a $20.00 credit to my account, which covers only the collision policy I purchased up front. Note that I was not billed for the *** reservation, but Expedia has failed to deliver the promised solution.
December 19, 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 Ms. is seeking a refund of $171.49 for the difference in the cost of the *** rental and the *** Rental.
Our records indicate on November 4, 2019, Ms. or an authorized user of the Expedia account booked a one-day car rental with ***, picking up on December 4, 2019 and returning on December 5, 2019; along with the Collision Damage Plan via itinerary ***.
On December 4, 2019, Ms. called in advising that *** car rental was overbooked, and they were unable to provide her a vehicle. They advised she needed to book a different car with another company. Our representative advised her that we could process a refund for the difference in price, but we would need to check the information with ***. Our representative called *** and after a 45-minute hold ended the call as they did not answer.
From December 9, 2019 through December 18, 2109, Ms. emailed Expedia the *** receipt showing she paid $241.32. Expedia responded to the email on numerous occasions advising that we had issued a refund for $20.00 for the cost of the Collision Damage Plan. Ms. replied back on numerous occasions advising this is not what she was advised and expected a refund of the difference.
After further review on December 19, 2019, I was able to review the reservation, the notes on the account and the emails. The reservation was for a 24-hour period for $49.83 and had the Collision Damage Plan added for $20.00. The *** receipt was for one day $79.99 and two hours at $16.00 an hour ($32.00) along with the fuel service option for $41.46 plus taxes and fee. Based on our agent mentioning that we would refund the difference I have calculated the difference as follows: $241.32 (*** rental cost) – $32.00 (2 hours at $16.00) - $41.46 (fuel service option) - $49.83 (cost of the Expedia rental) leaves a difference of $118.03. The refund has been issued to the original card that was on the original reservation. The refund should appear within three to seven business days and we have emailed a refund receipt the email address on file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
On the 21st of November I purchased a room in Boone, NC. When I realized I needed 2 queen beds I had to adjust the rental which cost more but I needed 2 beds. The next morning I decided that I only needed 1 night so I went to cancel the booking. Their site would not allow me to because their system was down. I was able to cancel with an agent chatting on line though. They sent me an email telling me that I would have to wait 10 business days to get my refund. For some reason though the additional that was charged to change the room from 1 king bed to 2 queens was put right back into my account.
When those days had passed and I had not received my refund I chatted with another agent. They told me that they would escalate the situation and get to it. Well nothing at all has been done and I have not heard from them at all.
December 18, 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 Mr. *** (Revdex.com case number *** ) regarding a hotel reservation. We understand that the customer is seeking a refund due the cancellation of his hotel accommodation.
Our records indicate that on November 30, 2019, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with Country Inn & Suites by Radisson, Boone, NC for a check in on December 6, 2019, and a check out on December 8, 2019, for a total of $386.23 plus $42.16.
On September 30, 2019, Mr. contacted Expedia requesting hotel cancellation assistance and a refund confirmation. Therefore, the reservation showed cancelled and a refund of $428.39 was processed. We then advised Mr. to wait between seven to ten days for his bank to release the funds.
Upon receipt of the Revdex.com complaint, on December 18, 2019, we verified Mr. billing history shows the initial hotel charge of $386.23, did not post to his bank account.
Due to circumstances, a refund for the hotel in the amount of $386.23 was reprocessed on December 17, 2019, back to the original form of payment. The time it takes to post the refund to Mr. account depends on how quickly his credit card company processes refunds.
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:
Sincerely,
Brett ***
I have waited way longer than the time it takes for my bank to process the refund. I would appreciate the money being in my account by the end of the week. I think it is ridiculous to think that the larger amount was not processed but the 40 some on dollars was processed almost immediately.
We traveled to the Dominican Republic on November 21st, 2019. We booked an excursion through Expedia with *** to take us on a *** on November 23rd, 2019. We were waiting in the hotel lobby to be picked up and taken on our excursion, when no one showed up, I called *** and I was informed by them that someone in Expedia had canceled my reservation and that they "do that all the time". Logically I contacted Expedia to find out who took the liberty of cancelling a trip that my family and I were very much looking forward to.
Expedia said that they contacted the vendor and that it was the vendor's policy to not offer refunds and that they were bound to that vendor's policy. I explained to Expedia that I did not do business with that vendor because I paid EXPEDIA not them. I also expresses my frustration that there was a chance I wouldnt get refunded for something that I paid for and never got to enjoy. Expedia said that they were sorry and that they hope I would trust them again on my next trip. They also informed me that they had some "specialized" team handling my case and that they would be the ones contacting me. When I asked for a time frame that I would receive such a contact, the lady said she does not know, I said to her that if I can expect a call or an email within a year and she actually said that she does not know.
Let me be very clear, I WILL NEVER USE EXPEDIA AGAIN AND I WOULD DISCOURAGE ANY ONE WITHIN MY PROXIMITY TO NOT DO SO AS WELL. EXPEDIA IS TERRIBLE AND VERY UNPROFESSIONAL.
December 18, 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 Mr. *** (Revdex.com case number ***) regarding an activity as part of a vacation package.
Our records show that on September 3, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from New York, NY, to Punta Cana, Dominican Republic departing on November 21, 2019 and returning on November 26, 2019. The package also includes a hotel, package insurance, two activities and a private minivan with a stay at ***, Punta Cana for a check in on November 21, 2019 and a check out on November 26, 2019, for a total of $3799.86. We understand that the customer is seeking an activity refund due to a tour operators inability to honor their scheduled, " ***".
We verified on November 23, 2019, Mr. contacted Expedia for assistance, as he stated," ***", didn’t pick him up causing him to miss the trip. He then stated, the operator advised that Expedia cancelled his tour. We then contacted, "***", to advocate on his behalf by requesting authorization to refund Mr.. Regrettably, the tour operator denied our request citing their regulations. Therefore, Expedia followed the tour operators cancellation policy listed below.
Rules And Regulations:
You can cancel free of charge until 25 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made.
• Vouchers are non-transferable.
Additionally, Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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
On December 18, 2019, we confirmed our internal system shows a used, " ***". Furthermore, we’ve attached a document reflecting the completed, " ***", for Mr. records. In addition, Mr. may visit our website and select, " My Trips", after signing into his Expedia account, he will see that not a single component of his package was cancelled by Expedia.
Due to circumstances, a onetime courtesy refund for the tour in the amount of $333.00 was processed on December 18, 2019, back to the original form of payment. The time it takes to post the refund to Mr. account depends on how quickly his credit card company processes refunds generally between seven to ten 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
Now Expedia have only non refundable hotels . I cancel hotel booking 3 days before checking. And Expedia not refund any money for 6 days. This is ander any law to take your money if you not receive crevices.
Don’t use Expedia. Safe yours money.
they stole money from us and ripped us off. Didn't tell us our hotel reservation got cancelled and then let us find out on our own a week before the vacation when we booked over a year in advance. Now all the hotels are booked and we have to pay a $1100 more just so we have a place to stay and it was all expedia.coms fault. They didn't even say sorry and if my wife wouldn't of had to confirm we would have had no place to stay in a foreign country. My wife is the mother of 4 children and really needed this vacation so needless to say , Shame on you expedia
A group of ten of us booked flights through Expedia to travel from Minneapolis to the island of Saint Martin. The flight on the way to Saint Martin through *** has been cancelled and they are forcing us to leave a day early and stay overnight in a hotel in Toronto and WE have to pay for the hotel. I have been on the phone with Expedia and they have been very unhelpful with poor customer service basically telling us there’s not much they can do. We paid $845 PER ticket and if we book through an agency like Expedia we should be able to know our trip is guaranteed. We have booked a place in Saint Martin and we have made all necessary arrangements for this trip. To leave a day earlier and have to stay in a hotel and pay that extra fee is not acceptable. They have put us on hold for SEVERAL hours waiting for *** to talk with them and see if they will pay for the hotel costs, but frankly that is not enough. My fear is we will get to the airport and *** will no ***er have any flights and we’ll be stuck again! I am also no ***er willing to sit on hold for HOURS of my time. I have never booked a flight and then had it be cancelled and not be accommodated correctly for it. This seems very strange and very poor business. A flight and a plan for a trip should be guaranteed at the price and times you pay for and that is all there is to it!
December 18, 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 *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting new flight options for his
airline-initiated schedule change.
Our records indicate that on October 02, 2019, Mr., or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Mobile App, under itinerary
*** with departure on *** Airlines from Minneapolis, MN, USA to Philipsburg, Sint Maarten on February 29, 2020. Return on *** Airlines for March 7, 2020.
Upon review, we show that on December 13, 2019 Mr. were offered flight option *** (***) departing Minneapolis, MN at 4:35 pm and arriving in Toronto Canada at 7:40 pm. When we
spoke with Mr., he requested for a hotel to be accommodated prior to accepting the flight option. We contacted the airlines and they agreed to a hotel for the customer, however, they needed to
know a few questions; how many guests (4 maximum), smoking or non-smoking, and his email address. The airlines will choose the hotel once they receive this information.
We notified the customer via email to provide this information to Expedia so that we can notify ***. The airline has informed us they have no other flight options available for Mr. to choose.
We apologize for the inconvenience this may have caused Mr., please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding
involuntary schedule changes. The airlines issues schedule changes and these changes are unrelated to the type of ticket purchased or the company from which customers purchase their ticket.
In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or
maintenance issues.
Mr. still has an option to choose a full refund for his departure flight only with *** as that will allow freedom to Mr. to select a brand-new flight with any carrier. Once he gives
permission to allow a full refund his tickets will be sent to the airline for the refund to be processed. As the original charge was assessed by the airline, so the refund will come from the airline. The
amount of time it takes to receive the funds does depend on your specific banking institution as well as the specific airline.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Booked a flight for my family through Expedia.com in Chile, unfortunately had a medical emergency and couldn´t fly. I let them know prior to my departure date. My rate considers the option of refund in case of medical emergency, after sending all the certificates requested Expedia denied my refund
December 17, 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 flights. We understand *** is requesting a refund.
Our records indicate on December 1, 2018, ***, or a person authorized for the Expedia account, booked roundtrip flights for five passengers with *** Airlines, traveling from Santiago, Chile to Barcelona, Spain, departing on June 27, 2019 and returning on July 21, 2019.
The terms and conditions were provided at the time of booking and accepted when the purchase was completed. They stated that the tickets were nonrefundable, but changes were allowed, with restrictions, and within one year of the original issue date.
The customer contacted Expedia on June 3, 2019 stating that they needed to cancel their flights due to extenuating circumstances. Documentation was emailed to Expedia to forward to the airline for their consideration. The airline did not provide a waiver and advised that medical extenuating circumstance requests may only be approved if the patient was hospitalized at the time of travel.
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
In July, I went on a vacation to Turkey (everything was purchased through Expedia, flight, hotel, activities). One of the activities I reserved for was a tour of the city, where we get picked up from the hotel, toured around the city for a day, then brought back to our hotel at night. The day before our activity, I called to confirm the hotel pickup and everything, the next day I did not get picked up from the hotel, and the tour guide people did not show up. I called the tour company and spoke to the lady, who was very rude, and told her that we were not picked up (we were supposed to be picked up by 8:00 am,I called at 8:30 am). She told me it's too late to do anything and that it is not her problem and shut the phone in my face. I called Expedia and the representative I was talking to tried contacting them numerous times, but they did not answer. He then told me not to worry about it and that I will get refunded for the amount since it is a problem on their end. I thanked him, he was very nice and thought it is the end of the problem. But I still haven't received a refund and contacted Expedia a couple of times, and the last time that I spoke to them, they told me there is nothing they can do. The amount is $441.00 and the fault was not mine, and the issue is being disreagred, it has been a couple of months.
December 16, 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 an activity reservation. We understand that the customer is seeking a full refund due to the tour operators inability to honor their scheduled tour.
Our records indicate on July 14, 2019, Ms. or an authorized user self-booked an activity reservation on Expedia’s mobile website under itinerary ***. The activity is scheduled for a tour on July 17, 2019, for a total of $441.
We verified on July 17, 2019, Ms. contacted Expedia for assistance, as she stated,“ ***”, didn’t pick her up on July 17, 2019, causing her to miss the trip. Therefore, Ms. requested a full refund for the party of six.
On July 21, 2019, we contacted, “***”, to advocate on her behalf by requesting authorization to refund Ms.. However, the tour operator advised that Ms. did not contact them in advance to provide her hotel address for pick-up. Regrettably, the tour operator, “ ***’, denied our request based on the cancellation policy listed below.
Rules And Regulations:
You can cancel free of charge until 25 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made.
• Vouchers are non-transferable.
Additionally, Expedia’s Terms of Use which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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
Due to circumstances, a onetime courtesy refund for the tour in the amount of $441.00, was processed on December 12, 2019, back to the original form of payment. The time it takes to post the refund to Ms.’s account depends on how quickly her credit card company processes refunds.
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
On 11/20/19 I booked 2 rooms at the *** in Fruita Colorado for the night of 11/26. They were both booked at the same time under the itinerary #***. Due to winter snow storms, we had to cancel our plans and I canceled the reservations through Expedia. The confirmation email I received said “confirmed: Expedia hotel cancellation - *** inn and suites by ***, Tuesday, November 26 - Wednesday, November 27 ( itinerary #*** )”. As both rooms are listed under this itinerary #, I made the reasonable assumption that both rooms had been canceled. Further, the first line in the email says “ hello ***, your hotel reservation has been canceled.” Nowhere in the cancellation confirmation email does it state that only one room was canceled or did it list a specific reservation number attached to one room. I later found out that only one room was canceled and I was charged for the 2nd room. This confirmation email was incredibly misleading. The only official document numbers listed in it is the itinerary # which contains both rooms.
I called Expedia customer service and spoke with both a customer service representative and a supervisor about this. I told them that I desired a refund from Expedia and that my contract for services was between them, not ***. They explained to me that the best course of action was for them to contact the hotel directly and try to get a refund, thus everyone would be taken care of. I was hesitant to accept this plan because my complaint was with Expedia not ***. But, I decided to allow the process to work based on assurances from the supervisor that if *** did not refund the money, Expedia would find a satisfactory resolution for me. I received a response from Expedia‘s customer care on 12/8 stating *** had denied my request and it was quite clear from the email that Expedia considered this case closed. No attempt was ever made by Expedia to resolve the problem.
December 16, 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 Mr. *** (Revdex.com case number 14024262) regarding a hotel reservation.
Our records indicate that on August 17, 2019, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile App, under itinerary ***. The hotel stay was with ***, CO for a check in on November 26, 2019, and a check out on November 27, 2019, at a total of $198.06, for two rooms. The reservation included a hotel protection plan for $9.00. We understand Mr. is seeking a refund for $97.23, under a partially cancelled hotel itinerary.
On November 20, 2019, Mr., went on Expedia’s website to cancel the refundable *** hotel reservation. We used an internal tool which allows us to see the customer’s itinerary, Mr., cancelled the first room off of his itinerary. See the exact cancellation details, including the refund amount, emailed to Mr., on November 20, 2019, for his records.
Hello ***, your hotel reservation has been cancelled:
Your reservation with *** by *** in Fruita from Tue, Nov 26 to Wed, Nov 27 was cancelled. You will receive a refund.The refund will be issued to the payment method you used at checkout. If you are an Expedia Rewards member and used points, check your rewards activity for refunded points. See terms and conditions.
*Refund total $99.03
Our research shows on December 7, 2019, Mr. contacted Expedia for refund assistance on a previously cancelled itinerary. We discovered that Mr. had two rooms each with separated cancellation links, that Mr. wasn’t aware of that the time of cancellation. Therefore, part of his hotel reservation was left active. We then contacted *** on behalf of Mr. to authorize a refund request. Regrettably, the hotel denied our request as Mr. did not complete the cancellation before, November 25, 2019, his penalty date.
*** by ***
Cancellations or changes made after 6:00 PM local hotel time, Monday, November 25, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Furthermore, 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, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On December 16, 2019, Expedia reached back out to *** for refund reconsideration. However, the hotel declined our second request based on their restrictive cancellation policy. As a onetime courtesy, Expedia processed a refund of $99.03, back to the 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.
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
I booked a hotel room through Expedia followed by their Website directing list after I put in my basic requirements free airport shuttle service and free cancelation fee. 30 min after I made the reservation,
I called the hotel and asking about checking in procedures and found out they have no airport shuttle service at all. So I asked for cancelation of the reservation Transaction ID
Seller info
EXPEDIA.COM
***
http://www.expedia.com/
[email protected]
Invoice ID
Expedia operator hold me on phone for more than one hour to go back forth with either hotel or supervisor and refuse to refund my money of $174
December 12, 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund because the hotel did not have free cancellation or an airport shuttle.
Our records indicate on December 10, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at the ***, checking in December 10, 2019 and checking out on December 11, 2019 via ***. Ms. called in to cancel the reservation. She stated when she booked the reservation, she was advised by the website that the property had an airport shuttle. Our representative checked the reservation and the hotel does not offer an airport shuttle. The reservation was recreated, and the hotel does not offer of an airport shuttle. Our representative contacted the hotel to see if they would authorize a waiver and they denied the waiver since the reservation was booked as non-refundable. Ms. asked for a manager. The Manager advised Ms. that she could send in a screenshot of the offers. Ms. advised she had already replied to the email with the screenshot, but it has not been received. Our back-office system was verified, and it showed the reservation was non-refundable and inside penalty when it was booked. The system did not show the hotel offered an airport shuttle service.
Our representative offered to assign the case to an offline team, so that a manager could be asked to authorize a refund, but the refund was not guaranteed. Our representative applied a $100 coupon to Ms.’s account.After further review on December 12, 2019, I reviewed the details of the reservation, our back-office system, confirmation itinerary and recreated a reservation. The hotel that was booked was not the hotel that appeared when requesting an airport shuttle. The details of the *** do not include free cancellation or an airport shuttle. I was able to confirm a $100 voucher was placed onto the Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until January 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may ***e their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the 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
December 23, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. was not able to locate the voucher on the Expedia account.
We are again responding to Ms.’s complaint regarding the hotel reservation not having free cancellation or an airport shuttle.
Expedia has been able to verify the Expedia account was first used in February of 2019. Ms. created a reservation for a one night stay at the ***.
On December 10, 2019 an Expedia representative applied the $100 coupon to Ms.’s Expedia account. Ms. would need to log into the Expedia account with the her login and password. She would need to click onto her account settings and she will be able to view “coupon”. The coupon is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The coupon is valid until January 31, 2021. Please know that this coupon is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I was able to locate an old Expedia account that was supposed to be closed. However I was able reset and did find a voucher Expedia referred.
My complaint is Expedia's web display advertise one product and delivers different when actually booking. Misleading to reservation that should have not
linked to at first place!
Then Playing the "Business disclaiming terms" game after the reservation is created and to expect consumers are all able to read small fine letters on smartphones.
I sure have lost my trust in their credibility. The $100 voucher might have expired, unable to redeem, whatelse small letters warning, or terms & conditions I will not be able to play their games...
I would simply like the same payment I made to be refunded.
Thank you!
I did the following reservation with Expedia "Itinerary # ***". It was three bedrooms for 7 people. When we arrived to the hotel the reservation had been changed to two rooms for the 7 of us. I just received a notification from Expedia the same day and when I was flying from NYC to Costa Rica. so when I arrived at 11 pm at the hotel we were faced with this problem.
December 12, 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 *** regarding a refund. We understand that Mr. is seeking a refund because his three-room reservation was not honored by the property.
Our records indicate on October 24, 2019, Mr. or an authorized user of the Expedia account purchased a one-night hotel reservation at the booked Hotel Aeropuerto, checking in November 27, 2019 and checking out on November 28, 2019 via ***.
After further review on December 12, 2019, I was able to verify there were no notes or documentation on the Expedia account. I have reviewed reservation and the hotel policy. The hotel policy states, “you will be charged deposits by the property based on the following schedule. 25 percent (after booking)”. I contacted the hotel and they confirmed that they were unable to charge the card initially for the deposit. They stated when they were able to get the charge through, they only had two rooms available. Based on the deposit problem when the charge was obtained, they did not have three rooms available and only charged for two. The following appeared at the time the reservation was booked:
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
I reserved a rental car from them and according to their website it came with liability and collision insurance. When I arrived at my location, the rental car company refused to take my prepaid insurance and demanded that I pay their mandatory insurance. It is very misleading on expedia's website on insurance costs. Why advertise insurance if their insurance offered is refused? It seems very scamish to make an individual pay for three types of insurance. All fees and insurances should be disclosed of during the time of reservation. If a particular location does not accept expedias insurance, expedia should not advertise insurance in the first place.
December 12, 2019
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz 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.
Orbitz is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $55.00 for the Collision Damage Plan.
Our records indicate September 30, 2019, Mr. or an authorized user of the account booked a four-day rental card with Fox Rental Card picking up on October 1, 2019 and returning on October 5, 2019; the Collision Damage Plan via itinerary ***.
On December 10, 2019, Mr. contacted Expedia advising he wanted to have a refund for the car insurance. He advised the location would not accept our insurance. Our representative called the car rental company and they advised they rejected the third-party car insurance and customer purchased insurance with them directly. Our representative issued a refund for $55.00 and sent an email to Mr..
After further review on December 12, 2019, I was able to confirm the refund of $55.00 was issued on December 10, 2019 to VISA ending in *** and also confirmed the emailed that was sent to Mr. on December 10, 2019.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: They did not address the fact that the car I booked was advertised with INCLUDED liability insurance of (750,000 MXN). Additionally, they have since changed their website advertisements and disabled my itinerary from the trip, luckily I screenshotted the advertisement prior to booking the trip. I am not concerned over the $20 rental cost, however they should not advertise cars with included "non-acceptable" liability insurance as seems irresponsible and possibly fraud.
Sincerely