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I spoke with an Expedia representative on the phone to arrange flights to and from Parris Island SC for my sons graduation from the USMC boot camp. I had an extremely hard time understanding the representative. He continually had trouble understanding me. Because of that I asked multiple times to be clear both the hotel and the flights are refundable to which I got a yes. Now since I had to cancel Expedia claims that per their phone recording transcript (which they wouldn't provide to me) Their representative told me I could cancel up to 24hours after the reservation. Its completely untrue and they are refusing my refund. I need that money to book another flight for the new graduation date and they are leaving me no other course but legally. So unfortunately here we are.

Expedia.com Response • Sep 02, 2019

September 2, 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 hotel and flight reservations. We understand *** is requesting a refund.

Our records indicate on August 14, 2019, ***, or a person authorized for the Expedia account, booked one way flights for three passengers, with ***, traveling from New York, NY to Savannah, GA, departing on September 17, 2019, via itinerary ***.

A second itinerary was booked including one way flights for two passengers with ***, traveling from Savannah, GA to New York, NY, departing on September 22, 2019, via itinerary ***.

A third itinerary was booked including three rooms for five nights with the *** BY ***, SC, for check in on September 22, 2019, via itinerary ***.

The terms and conditions were provided and accepted at the time of booking, and remained available for review via an online itinerary and an email purchase confirmation. The emails for both flight purchases were reviewed at the time the purchase was completed. The terms and conditions for the flights included:

*** Basic Economy: Cancellations and changes are non-refundable 24 hours from booking.

***: Tickets are nonrefundable and nontransferable. Itinerary changes are permitted, fee may apply.

On August 20, 2019 the customer called to cancel all three itineraries. The hotel reservations were canceled and refunded in full. The flights were nonrefundable.

The refund requested may not be provided per the terms and conditions. Compensation is not available in this case.

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 • Sep 03, 2019

Complaint: ***

I am rejecting this response because:

On July 20th, 2019 I spoke with a representative of Expedia on the phone in reference to the flight reservations in this case. The representative I spoke with had a strong accent and was very difficult to understand. For this very reason I repeatedly inquired as to the possibility of cancelling the flights. I was repeatedly assured by the Expedia representative I spoke to that these flights were cancellable up until 24hrs from departure. I also confirmed with the representative that the phone call was being recorded and that there would be record of him assuring me it could be cancelled. I knew there would be a real possibility that the flights would need to be rescheduled or cancelled because my son is in basic training at Parris Island for the United States Marine Corp. and it is not uncommon for graduation dates to be pushed back for a variety of reasons. I would ask the Revdex.com to ask Expedia for the actual recordings of my conversation as apposed to just transcripts of the conversation before making a determination as to weather the Expedia representative made fraudulent claims. I'm very confident that once the Revdex.com hears the recordings that my claim would be justified.

Sincerely

Recently, I made reservations through a short-term rental property on ***, operated by *** located at ***. I booked the reservation through my credit card's travel site (powered by Expedia).
When I arrived at the apartment at 4:00 PM, there were several issues with the apartment:
• could not lock the front door from the inside of the apartment (safety concern)
• living and dead bugs in the bathroom, windowsills, bedside table, and bed (health concern)
• globs of hair in bed and shower (health concern)
The irony in this situation is the person before me and I were accessed a cleaning fee for the property as part of my rental fees. Being that there is a cleaning fee associated with the rental, one would infer that I would be entering a clean apartment. This was not the case.
After taking photos, I attempted to call the property owner. No one picked up or return my call. I left the apartment and contacted my credit cards travel department and asked them to cancel my reservation based on issues identified above and call back. Because I was cancelling and I was requesting a refund, my credit card company's travel department tried calling the property, but the number they had on file for the property owner was not a working number. I provided my credit card company with the number I had. Because no one was responding, I sent the property two emails expressing my concerns.
When I went back to the apartment 40 minutes later, the digital door lock was changed - preventing me from entering the property. Thus, I had to make other arrangements, which took me 2 hours. Over three hours later, I received an two email responses from the property owner telling me I would be receiving a refund.
When I called *** the next day to file a complaint with them regarding this rental property being a recommended property on their travel, my credit card company informed me that the property owner refuses to give me a refund.

Expedia.com Response • Sep 11, 2019

September 11, 2019

Revdex.com
Revdex.com Northwest
Complaint Department

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. We are disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.

We are responding to the consumer complaint from ***, Revdex.com case number *** regarding his dissatisfaction with his recent hotel reservation.

Upon additional review it was verified that Mr. booked the reservation in question, itinerary ***, with *** Ultimate Rewards and not via Expedia.com. We have worked with our *** team directly and were informed that a full refund of $394.49 has been processed as of August 28, 2019.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Nehemias Ultimate Rewards Supervisor Desk

Customer Response • Sep 11, 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.

Sincerely

This complaint is in regard to Itinerary #*** / Case REQ:S-***.
The company Expedia.com has advertised a property which does not exist in the location specified. I booked a reservation at *** in Southampton UK via Expedia.com and upon arrival to the address specified on the website, discovered that the property does not exist. I spent two hours late into the night walking the entire neighborhood after being unable to get in contact with the property. Local residents who lived in the area also confirmed that the property does not exist and even recognized the pictures used on Expedia.com to represent "***" were actually pictures of a different property called *** on the other side of town.
I called Expedia later after the travel date and they told me that they would contact the property and issue a refund. However when I heard back from them they declined my refund, stating that the property didn't agree to the refund.

Expedia.com Response • Sep 02, 2019

September 2, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** requesting a refund for $57.18.

Our records indicate on August 2, 2019, Ms. *** or an authorized user of the Expedia account booked a one-night stay at the *** arriving on August 7, 2019 and checking out on August 8, 2019 via itinerary ***.

Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 8, 2019, emails were sent from Expedia to Ms. advising her that we were trying to get in contact with the hotel for authorization to refund the reservation. On August 11, 2019 we sent an email advising the property denied our request to issue a refund for the reservation. Ms. responded to the email advising the property was non-existent.

After further review on September 2, 2019, Expedia reviewed the reservation and the confirmation itinerary along with the in-office information about the hotel property and issued a refund for the reservation in the amount of $67.89. The refund will appear on the original card that was charge in three to seven business days. A refund receipt has been emailed to the email address on file.

Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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

room was booked and cancelled within 12 hours and it is our state law that provides cancellation within 24 hours of any booking. They also would not supply a new room for the next day.

Expedia.com Response • Sep 01, 2019

September 1, 2019

Revdex.com
Alaska, Oregon & Western Washington
Complaint Department

RE: Expedia Case ***

Dear Revdex.com,

Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.

Our records indicate on June 10, 2019, ***, or a person authorized for the Expedia account, booked a one night reservation with the ***, for check in on June 11, 2019.

The terms and conditions were provided and accepted at the time of booking and state that the rate and reservation selected is nonrefundable with no changes allowed.

The customer contacted Expedia requesting to cancel the reservation with a refund. The terms and conditions were reiterated. We contacted the hotel to advocate on behalf of the customer multiple times and a waiver was not provided.

While we understand that the customer is requesting a refund the reservation is nonrefundable. As the terms and conditions were provided at the time the reservation was booked no compensation is available.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Denise S

Corporate Correspondence Team

I rented a car through Expedia.com on 3rd of July for the 4th pickup in Bucharest, Romania. I was asked to pay it in full at the time of the booking, which I did. Showed up next day to pick it up, and I was told by the vendor at the pickup counter that the car is not available anymore as it was rented out, but I can get a better one with extra $40/day. That meant it basically doubled the booked rate. I said no, I need my money back, and I was told to leave, as they do not have the car I booked. I asked for a refund and I was told this is not possible as the booking is non-refundable. I called Expedia customer service in Ireland and I was told to go to the vendor and ask them nicely to get my money back. I said "no, I am not about to beg for my money back" and I gave my phone to the counter person to speak directly with Expedia customer support. After their conversation I was told by Expedia person there is nothing she can do, as the vendor does not want to give a refund. One hour later of phone discussions: case closed, I lose my money. Went home and I started an online complaint with Expedia, I was told the same few emails later and offered a 25 dollars coupon. But I paid to Expedia the money, not to the vendor. I feel robbed. I need your help getting my money back, and maybe penalize Expedia rating if you think this would be appropriate. The terms and conditions of the booking do not say anything to allow Expedia and their vendor such behavior, I went through them few times to make sure they did not specify I will be charged extra if the booked car is not available. I appreciate your help! I can provide booking terms and conditions in the booking confirmation email, and the Expedia email replies to my complaints.

Expedia.com Response • Sep 03, 2019

Sep 3, 2019

Revdex.com
Dallas and Northeast Texas
Complaint Department

RE: Expedia.ie Case #***

Dear Revdex.com,

Thank you for taking the time to contact Expedia.ie regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.ie is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.ie is responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding refund of his car booking.

Our records show that the customer booked midsize van on July 03rd 2019. We contacted the vendor and was informed that customer reached late to pick up the car and they marked booking as no-show, however, offered alternate option as van was rented out. Mr *** denied for another car and asked for refund.

Basis on our investigation, we found that customer was no-show, therefore, we will not be able to process refund as vendor denied for it.

Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Kind Regards,

Tarandeep K

Priority Customer Escalations Agent

Expedia.ie

Expedia.com Response • Sep 05, 2019

Dear Mr ***,

I have attempted to call you on the number we have on file; *** however, was informed wrong number. I also tried another number mentioned on Revdex.com *** and it was not reachable.

We would like to inform you that we tried our best to get refund from vendor, however, they have denied and informed that they waited till grace period and then rented out the car.

We want you to know that you are a valued customer and we have processed EUR104 refund to the original form of payment and it should be credited within next 5-7 working days.

Furthermore, we have also placed a EUR25 coupon into your online Expedia.ie account. Coupon can be used on a future hotel booking, either as a standalone hotel or in an epackage. This voucher is valid for one year and will appear in the booking path for your next eligible reservation. You can view the full voucher terms and conditions through this link: https://www.expedia.ie/g/rf/goodwill

I wish my response could have been favorable to your request; however, I would not be able to process further refund. Please be assured that the resolution provided to you, is after keeping the best of your interest in mind.

We have posted our response on Revdex.com.

I appreciate your patience and understanding in this matter.

Kind Regards,Tarandeep KPriority Customer Escalations Agent,Expedia.ie

Please select "Reply all" when responding to this email.

Customer Response • Sep 09, 2019

Complaint: ***

I am rejecting this response because:

1. The partial refund does not make any sense to me. On top of that, 25 euro voucher is useless, as I do not plan to have any business with Expedia at any time during the foreseeable future. I need to have the full payment refunded at a minimum, but also apologies from Expedia and vendor corrective actions are still highly desirable on my end. It is not all about money, $260 is not a big sum, but it is about business integrity and customer relations. You made me feel insignificant and unprotected as your customer in relationship with vendor robbery.

2. Vendor / Expedia still failed to explain or show the base of not providing the refund originally. This is 21st century type of robbery, as there is no clause under the booking terms and conditions stating "no-show". Partial refund under these conditions cannot be called anything but outrageous.

Sincerely

Horrible customer service they don't have the reservation when you go to the hotel room after they've already charged your card they won't refund you your money to call you a liar and not even American people you can barely understand them you sit on hold for 2 hours to get no service and to get called a liar after they have your money

Deceitful company. Will never use them again. Booked and prepaid for a room to get the guarentee d lowest price. Well on the day of my actual stay the room was cheaper by $16.8=. Called Expedia was told o would not get a credit or refund because this is how they generate revenue for their services. They did not care that they were losing a customer. Sixteen dollars may not seem like much but image if this happens all the time. What a shameful deceitful practice. DO NOT USE EXPEDIA.

On 07/22/2019, I booked a hotel in Springfield MO from 08/10/2019 till 08/13/2019, a flight there from Philadelphia PA on 08/10/2019 and a return flight on 08/13/2019. The respective Expedia itineraries are: *** for the hotel and *** for the flights.
Having to bring my daughter’s car there, we opted to drive it there, arrive one day later and fly back home as planned.
In this respect, I called Expedia’s Booking Support at 1-866-538-6228 in order to change the reservations as follows: the hotel stay will start on 08/11/2019 only and the flight 08/10/2019 to be refunded. I mentioned repeatedly that we keep the return flight on 08/13/2019. After changing the hotel, the Expedia agent passed me to another agent to deal with the flight change, to whom I clearly mentioned that I needed to keep the return flight, while I didn’t need the flight on 08/10/2019 and look for a refund. The agent told that it’s too late for a refund and mentioned that we have a travel cancellation insurance, which was wrong, because I haven’t mentioned any condition entitling to make use of it, and moreover, I didn’t cancel the whole trip. When she asked me if I wanted to cancel the flight I was sure she was referring only at the flight on 08/10/2019 and said yes, because anyway I wouldn’t need it any more. About 20 Minutes after ending the call, I proceeded to verify my itinerary change on Expedia website and realized that my both flights disappeared. I called Expedia again, talked to a supervisor, who recognized the mistake but said he cannot revert it, re-booked my return flight and charged my credit card 2x$390=&780, saying I should be reimbursed after verifying the records. However, I was denied that, as they asserted that I haven’t mentioned I wanted to keep the return flight, which it’s not true and it’s a nonsense: why just cancel two flights with no possible refund? I should have been given a chance to see the changed itinerary before making it non-revertable.

Expedia.com Response • Aug 29, 2019

August 29, 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 July 22, 2019, ***, or a person authorized for the Expedia account, booked roundtrip Basic Economy flights traveling from Philadelphia, PA to Springfield, MO, departing on August 10, 2019 and returning on August 13, 2019, as well as flight cancelation coverage with Travel Guard via itinerary ***.

The terms and conditions were provided and accepted at the time of booking. They stated that the flights selected were nonrefundable and changes were not allowed.

On August 5, 2019 the customer inquired on making a change or cancelation. The Basic Economy terms and conditions were reiterated, and the flights were canceled per their request. The customer purchased new one way flights for travel on August 13, 2019 from Springfield, MO to Philadelphia, PA, via itinerary ***.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Denise S

Corporate Correspondence Team

Customer Response • Sep 03, 2019

Complaint: ***

I am rejecting this response because:
I didn’t want to cancel my trip, but only to delay my arrival by one day. Since I bought the whole package from Expedia, I thought it was smarter to do it by using its Booking Support, rather than directly online. The result was that, while correctly changing the hotel reservation, they canceled both the departure and return flights, with no refund, and then, after I discovered the error, charged me $780 to re-book the same return flight they had just canceled. At least, they should have waited for me to see the new itinerary before making the change non-revertable.

Sincerely

On its website, while booking a hotel stay for the *** in Niagara Falls, Canada.
I saw numerous postings that said "refundable cancellations" which gave me confidence as a consumer. I booked a one night stay for August 20-21. Upon closer examination, I realized the price did not include waterpark passes (the hotel contained a waterpark) which would bring the total costs out of my price range because I was seeking a waterpark experience for my family. I revisited the expedia site(www.expedia.com) and used the Support /chat button in the site to communicate that I wished to cancel , that I was having difficulty canceling AND I even provided the reason for my cancellation, as per above. I waited a few minutes and then exited the computer. I thought it was taken care of. As a consumer, I had the reasonable expectation I had canceled. After all, the site had the support button, which suggests it is functional, I did not receive any further communication from Expedia by phone or email so I naturally thought everything was good. I was horrified to get an email from Sheraton after August 21 asking me to rate my stay. My stay? I had not stayed? I checked my credit card. I had been billed the full amount. I logged back into Expedia and THEN saw the support/chat reply to call Expedia to finalize the cancellation. The onus should not be on the customer, who already said she was having difficulty canceling. ! Expedia did not make efforts to secure the cancellation or reach out to me to assist with the cancellation or follow up. I immediately requested a refund. They said no. and kept reiterating policy. They did not acknowledge that they understood the unique problem I was explaining. They did not offer ANY resolution. Finally after being on hold with Expedia for one hour, a supervisor named Harry offered me $100 credit. I said I needed to escalate it and get the fulla mount. The next supervisor, Clarissa said only $50 , Punitive ! Unacceptable

Customer Response • Aug 27, 2019

Revdex.com:

I have an update. Expedia reached out to give me a full refund. I am happy with this resolution

In the fall of 2018 I made a reservation(confirmation number ***) with Hotels 1 (a division of Expedia) for 4 rooms for 2 nights at the *** (***) in Mason City, IA. My credit card was charged for $545. In July of 2019, I had to cancel the reservation for 2 of those rooms. I called the ***l to cancel the 2 rooms. They confirmed that I had 4 rooms paid for. I had called them earlier in the year about that as well and they had confirmed then that I had 4 rooms paid for. They cancelled the reservation for two of the rooms, and said I would get a credit on my credit card. We stayed in the 2 rooms on the date (Aug. 2 & 3, 2019). I was told by the hotel that the credit would show up on my next credit card statement. I just received the statement and there is no credit. I called the hotel, and they said the credit would be made by Expedia. I called Expedia ( they say Hotels 1 when they answer but they confirmed they are a division of Expedia). They claim I had only 2 rooms reserved for 2 nights. I told them the ***l had confirmed, twice, that I had 4 rooms reserved. I told them and the motel manager that I would never have booked the rooms if I had known it was 2 rooms instead of 4 for $545. The motel manager agreed they would never have charged me that much. The rate I was supposed to be paying was $90 a night. I also want to complain that the reservation center was in Central America and that is probably at least part of the problem. Hotels 1(Expedia) refuses to refund me for the two rooms, and the motel manager says there is nothing they can do about it. The phone number for the *** is ***. The phone number for Hotels 1 (Expedia) is ***. I feel Hotels 1 ( Expedia) owes me approximately $272.

Expedia.com Response • Aug 28, 2019

Dear Revdex.com, I am pleased to provide assistance with case # ***. Below are the findings and resolution to the case:Customer Complaint:The customer advised he booked four rooms for two nights at *** by ***. Mr. stated he needed to cancel two of the rooms in July so he contacted the *** directly to complete the cancellation. The guest stated the hotel indicated he would receive a credit for the two canceled rooms on his next credit card statement. The guest advised he contacted Hotelsone.com support to inquire about the status of the refund as he had not yet received a credit. At that time, he reported he was told there were only two rooms booked on the reservation secured via Hotelsone.com and a refund was not due. Mr. is asking for a refund of approximately $272 USD for the two rooms he canceled directly with the hotel in July. Findings: Please note, Expedia is a booking partner of Hotelsone.com. Upon review of itinerary ***, we confirmed the reservation was booked for two rooms on December 19, 2019, and the guest paid a total of 545.02 USD at that time. The transaction occurred over the phone with a representative of Hotelsone.com. During the call, the guest asked a special request be added to the itinerary advising he already had two rooms booked directly with the hotel under confirmation numbers *** and ***. On April 25, 2019, our records indicate the guest contacted our customer care team to reconfirm the reservation. At that time, our customer care agent informed the guest the reservation was active and provided the booking total. We were not contacted again in reference to this reservation until August 22, 2019. During this interaction, the customer advised he booked four rooms initially and later canceled two of them. The guest asked to confirm the refund for the two canceled rooms. The customer care agent called the hotel and confirmed the two rooms booked via Hotelsone.com were active and used by the guest. The customer care agent explained to the guest that the booking was only secured for two rooms and a refund was not owed to the guest as the rooms were used. Resolution:In an effort to reach a favorable resolution, our team contacted the *** by *** for additional information. During our call with the property, the hotel's General Manager confirmed that the guest had made two reservations with their property directly. The General Manager verified the guest was not charged for the two hotel direct reservations that were canceled. In addition to this, they confirmed that the two rooms booked via our service were utilized for both nights. For this reason, they have declined to offer a refund. While we empathize with the customer's situation, the property verified they did not bill Mr. for the two hotel direct bookings that were canceled and the two rooms made through Hotelsone.com were utilized. We are unable to offer a refund for itinerary *** as the hotel stated that they are billing in full and the guests utilized both rooms.

Customer Response • Aug 28, 2019

Complaint: ***

I am rejecting this response because: The response says I made a reservation in December of 2019. That is , of course, impossible. They are also not telling the truth about the rooms reserved. I reserved 4 rooms at $90 each plus tax with Hotelsone and never reserved rooms with ***. One or both of them are not telling the truth, because they do not want to admit their error and can pocket the money.

Sincerely

After Expedia assured us our accommodations would be met at the airport, they were not and we stayed all day on standby. We got to the point of paying an additional $700 to re-book tickets directly with ***, who provided us with the best customer service they could, given the situation. After re-booking our plane tickets, Expedia refused to adjust the date for our hotel stay, without paying a 100% re-booking fee. We paid for a $300 hotel room that we were not in the state to be able to use. They said they couldn't adjust our dates for our rental car, that I had to get refunded and re-book. I re-booked and did not get refunded. After all was said and done, I paid more than double for the original trip, and the best they were willing to do was give me a $200 credit for a hotel stay, after returning from our trip, which was only 2/3 of what I lost out on for just the hotel, by them not accommodating us. Last I left it with them, they were supposed to still refund the rental car, and never did. They had ample time to take care of every aspect of these problems, and refused to help us.

Expedia.com Response • Aug 30, 2019

August 30, 2019 Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a refund request. On May 22, 2019, Ms. self-booked a package reservation on our site that included flight, hotel, and a car rental. Ms. is requesting a full refund since she claims Expedia did not provide her a seat that allowed her pet to be seated next to her. Ms. then chose to book a new reservation on her own. Upon reviewing Ms.’s case we will not provide a refund for the airline ticket since Ms. on her own decided to book a replacement flight that she was aware would be paying on her own. Expedia or the airline never agreed to refund Ms. for booking a new ticket. Ms.’s paid $173.18 for the one night room booking and as a courtesy was provided with a $200.00 Expedia Travel Coupon so she could save on a new booking she needed to make. Ms. paid $151.03 for the car rental portion of her reservation and while a refund was possible the agent did not have the credit card information so that he could process the refund back to the customer. Since there is no phone number on file for Ms. we suggest she contacts Expedia customer support. This way Expedia can obtain Ms.’s credit card information since we do not accept credit card information to be sent by email. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team

Customer Response • Aug 30, 2019

Complaint: ***

I am rejecting this response because:

I was not traveling with my dog, I was traveling with my boyfriend. Check the plane tickets. If that does not show the level of how much they are not listening to their customers, I don't know what does. Frankly, it's beyond insulting.

They issued the $200 credit, but to book the room normally without the package price was over $300. They did not ask me for my credit card info to be able to refund me for the car. I was on a 3 hour long phone conversation with them, and 90% of that time was putting me on hold. They wanted me to get fed up with holding, and just accept the misfortune they caused.

Again, no attempt to help, and no regard for taking people's money and ruining their vacations that they work hard to pay for to take. Very sad to think about how many people they do this to.

Sincerely

I booked a flight, departing 2:30 pm for Reno, about 3 weeks ago. One the way to the airport,
about 1:00 pm, I noticed a couple of texts on my phone. One text from Expedia informed me my flight was departing at 11:00 am something and the other informed me my flight was departing a bit later than that. One person departing on two different flights to Reno? I thought I'd misread the itinerary sent to my laptop, so I returned home. Once I had returned home, I checked the itinerary again and discovered my booking was for 2:30 pm. I returned to the airport, but got there a bit too late to make the flight. I talked to an Expedia rep - in the Philippines apparently, and he was not helpful. I asked to speak to a supervisor no less than three times, but he insisted that since he understood the situation, I did not require a supervisor. (Can you believe that). He asked to speak to the *** ticket agent who was attempting to help me board the plane. She verified that the texts were in error, but that did not help. He said that all I could do was send a screen-shot of the text in error, if I wished to get a refund. Again, I asked to speak to a supervisor. This time, the rep told me that there was no supervisor.
About three days later, I had sent several emails to Expedia explaining my story. Everyone that responded bore the title of "supervisor" but they were all just sending the same stencil-format.
Finally, I found another phone so I could send a screen shot and noticed that Expedia had not sent me 2 texts in error, but 7. That's right, 7 !! I sent an email to several individuals in Expedia who were associated with Customer Service. One was a Ms. G It has been about ten days since I heard from here, despite having written twice, maybe three times.
This has me wondering what the route word for Expedia is. Surely it cannot mean "expedite,"
or "expedient" or "express". When I had no screen shot to send, I got bombarded by emails from Expedia "supervisors" - but once I provide the required proof of their errors -- they seem to have vanished.
I will gladly write a gushing recantation full of praise for Expedia if they can provide me with a logical explanation, as to why they appeared to be so helpful at first and then seemingly began ignoring my emails AFTER I provided upper management with a clear screen shot and several more emails explaining the situation.
That one star I had to give them, is actually a falling star. A flash of light, followed by nothing.

Hello, I called this morning to cancel my reservation at the *** by ***. The female employee I spoke to told me that I had to call Expedia for my refund and cancelation. I then called Expedia, who put me on hold to call the hotel back. The Expedia rep then informed me the hotel staff stated they would be charging me for the first night and refunding the second night. I feel this is a dishonest, roundabout business practice. Thank you.

Expedia.com Response • Aug 27, 2019

August 27, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint #***) regarding a hotel reservation refund request. Our records show on August 13, 2019, Mr. self-booked an Expedia.com hotel reservation for two nights via booking number *** with a hotel check-in date of August 20, 2019. The total amount Mr. agreed to pay at the hotel was $211.91. We understand from Mr.’s complaint, he called Expedia to cancel the reservation on August 27, 2019, and was refunded for one of the two nights. The customer is requesting a refund of the second night. Upon researching the customer’s complaint, we can confirm that the reservation cancellation policy mentions the following. CANCELLATION AND CHANGE POLICY Cancellations or changes made after 4:00 PM local hotel time, Monday, August 19, 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. Mr. called Expedia to cancel the hotel reservation after the reservation was in penalty. An Expedia agent called the hotel and the supervisor at the hotel approved a refund of one of the two nights in the amount of $108.00. The refund was processed back to the customer’s credit card. We remind Mr. that the hotel could have decided not to refund any amount. We are thankful that the hotel however approved a refund of one night. Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. Since this booking is a Pay Later reservation in which the hotel charges the customer directly, Expedia is unable to provide a refund to the customer. We do regret any inconvenience Mr. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team

On August 20, 2019, I booked a hotel on the expedia.com website. Four of us-- two adults and two children-- are heading to the Long Branch, NJ beach for two days. We relied upon expedia.com's representation that the *** has extra beds and is close to the beach, and booked the room.

On August 21, 2019, I phoned *** to confirm the rollaway bed, and they informed me that they do not have extra beds. I immediately phoned expedia.com and the representative claimed that their website does not say there are extra beds. She then tried to claim that I was reading a review, whereas I explained that I was on the expedia.com website and these are expedia's words. She then had me scroll down the page a long way past a lot of information, which was redundant so I did not read it, and found a line stating that there are no beds but there are cribs. I said, so which one is a consumer to rely upon? Clearly, we rely upon the statement that is up front and center, the one stating that families love the hotel for the extra beds. I spoke to a manager named Stephanie, I emailed her the screen shot twice, and more than 20 minutes passed and she claimed she did not receive it. She offered me a $50 coupon on a future booking, which did nothing to help us now. She offered to switch us to a ***, which is not comparable in ratings, quality, or location. She offered to switch us to extended stay, which has full beds (smaller) and no rollaway bed, hardly a solution. She offered to switch us to ***, which is in Eatontown, not where we want to be, and lower ratings due to the area, not at all comparable. She noted that none of the other hotels in the area carry rollaway beds. I pointed out to her, that is why I booked this hotel, I relied upon expedia's statement that there would be a rollaway bed for my daughter, a tall seven year old. I wasted over an hour on the phone and they did not offer a feasible solution.

Expedia.com Response • Aug 27, 2019

August 27, 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 her hotel reservation. We understand
Ms. is requesting a full refund of $444.29, as she stated the property had no extra beds available, however when she booked online it extra beds was available.

Our records indicate that on August 20, 2019, Ms. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***

with stay at the *** by *** with check-in August 22, 2019 and check-out August 24, 2019.

Upon review, on August 21, 2019, Ms. contacted Expedia to request for a full refund as she was told by the property, they do not have extra beds available. We offered Ms. a $50.00

coupon and to be moved to a different property and she declined the offer. We verified on our website it states extra beds was not available, however the infant crib was available upon request.

Please see the screenshot below:

*SUPPORTING DOCUMENTS REDACTED BY Revdex.com*

Furthermore, when finalizing the reservation on Expedia.com, Ms. agreed to the following Terms of Use:

The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.

While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable to honor her refund request.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Dez M

Corporate Correspondence Team

As we always use expedia on our bookings, we thought we’d also book a car in Israel with them. During the *** car booking they strongly suggested a “ Full Collision Damage Insurance policy”. Though expensive we added that.
When we checked into the *** counter at the airport in Tel Aviv we were told not only that the insurance purchased was not sufficient to cover against 100% of collision value, but also that it did not cover any liability. Furthermore, they would not rent us the car without liability insurance and they only offered one insurance package which had collision plus liability. This package cost a lot more than the one online. In fact, more than the rental of the car ! They suggested we cancel the Expedia policy since it had not started yet and had not been used. We tried to call Expedia of course to no avail we were waiting for an hour. When we finally reached them they said they said they would have to call *** to verify that we bought their insurance. They later sent us an email days later saying they were very busy and they could not reach ***. Can you believe it ? In our day and age they could not use email ?
We wrote emails and called profusely to no avail for almost a month. They still have not refunded our money. Shame on you Expedia for this pathetic customer service and for not indicating this issue on your website during the booking.
If you ever rent a car in Israel, dimon’t ever buy Expedia’s insurance. You will be ripped off and it is useless in Israel.

I HAD A TO AND FROM FLIGHT.I HAD TO CHANGE THE OUTGOINGFLIGHT-COULD NOT WITH THE RES.OK-I BOOKED ANOTHER FLIGHT OUT THE NEXT DAY.I SPOKE TO EXPEDIA AND THEY SAID DO NOT CALL THE AIRLINE BECAUSE YOU MAY NOT GET THE RETURN.I SAID OK AND THEY E/M THIS. SO I DID NOT DO ANYTHING.WHEN WE GET TO THE A/P-THE FLIGHT IS XLD.WE HAD TO PAY ALMOST $800.I WANT $500.FROM THEM BECAUSE THAT IS ABOUT THE DIFFERENCE IF I HAD BOOKED THE FLIGHT EARLIER-NOT AT THE AIRPORT WAITING TO GET ON THE PLANE.I SPOKE TO "TRAVEL PROS"AND FOLLOWED WHAT I WAS TOLD TO DO.THEY COST US A LOT OF $$$$.

Expedia.com Response • Aug 27, 2019

August 27, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** requesting a check for $500.00.

Our records indicate on May 11, 2019, Mr. or an authorized user of the Expedia account purchased two round trip flights on *** departing on August 1, 2019 from New York, NY to Greenville, SC and returning August 6, 2019, along with the Cancellation Plan via ***. A confirmation email was emailed on May 11, 2019, it was first opened on May 11, 2019 and has been reviewed 18 times.

Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 17, 2019, Mr. called in advising he needed to change departure. Our representative reviewed the reservation and verified it was booked in basic economy and no changes were allowed. On July 28, 2019, Mr. called in to cancel the departure flight only.

Our representative advised that the return flight would be cancelled as well. Mr. decided to keep the reservation as is. Expedia also emailed Mr. advising the following, “The policy of your flight reservation is a nonrefundable and non-changeable flight reservation. We advise you to leave the reservation as it is or it may loss value”. On August 9, 2019, Mr. called in because his return flight was cancelled. Our representative checked the reservation and verified there had not been any schedule changes. Mr. was advised his ticket was a basic economy ticket but Mr. wanted a refund for the return portion of the trip. He did not use the outbound and is requesting to speak with a supervisor. The call was taken over and the supervisor reviewed the details of the reservation. Mr. was advised the general rule of most airlines is if any portion of flights are missed, all remaining sectors (including the return) are automatically cancelled. Mr. insisted on an agent error and wants a refund for the ticket he purchased to replace the cancelled return flight. The supervisor advised that the call could be listened to and Mr. was ok with that. The call was listed to and the representative advised that if the outbound is cancelled the return would be cancelled automatically. From August 11, 2019 through August 19, 2019, there were numerous emails from Mr. inquiring on getting a refund for tickets he purchased, since his return flight was cancelled when he did not take the outbound flight. Mr. emailed a copy of his purchase receipt. Expedia responded to his emails advising the type of fight he purchased was non-refundable and non-changeable On August 19, 2019, Expedia sent Mr. an email after the investigation which advised, “ We have checked our records and it show that our specialized team were able to investigate regarding your claim and found out that our agent was able to advised you that once you cancelled the outbound, the return flight would be cancelled as well. Please be advised that you have purchased the most restrictive fare, which means that for cancellation no refund can be given and also changes not permitted. Therefore, we are sorry to inform you but we cannot process any refund to you”

After further review on August 27, 2019, Expedia reviewed the reservation, the notes on the account, the emails, the confirmation itinerary and the rules of the fare. The reservation was booked in basic economy. Basic Economy per *** is non-refundable and non-changeable. When Mr. did not show up for the flight the *** cancelled the outbound flight along with cancelling the return flight.

The confirmation itinerary shows the following rules for the *** Basic Economy Fare:

***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.

In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:

Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.

Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is not able to honor your request for a refund/check. 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 • Aug 28, 2019

Complaint: ***

I am rejecting this response because:IT IS A LIE.I TOLD YOU I WAS RETURNING AS THE RETURN STATES.YOUR EMAIL ON 7/28 AT 0910 SAYS SAYS TO LEAVE THE THE RES ALONE.
Sincerely

Expedia advertises travel insurance on their website.

I purchased travel insurance. The meeting I was traveling to attend was cancelled (brother of person I was meeting died).
When I went to the website to cancel, and pressed the "cancel flight" button, I got a message that said "there is a technical glitch on our end, please call us at ***"

The agent at Expedia told me that I had a non-refundable ticket, and so would have to call a different provider to file a claim.

I have tried to file a claim, but could not get thru to the external provider.

I believe Expedia is advertising a product on their website that is designed to fleece customers.
Eventually people trying to cancel their flight give up and write it off as the cost of doing business with Expedia.

I have now been on hold with Expedia for a better part of an hour. Very disappointed.

The supervisor with whom I spoke, ***, told me that there was no one available besides her, that she had no time frame for a resolution, was not sure when someone would be available. I found the interaction very unprofessional.

Expedia.com Response • Aug 27, 2019

August 27, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** requesting a check for $489.99.

Our records indicate on August 9, 2019, Mr. or an authorized user of the Expedia account purchased a round trip flight on *** departing on August 25, 2019 from Des Moines, IA to San Francisco, CA and returning August 26, 2019, along with the Cancellation Plan via ***. A confirmation email was emailed on August 9, 2019, it has not been opened.

Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 20, 2019, Mr. called to cancel his flight reservation due to a change of plans. Our representative advised that the ticket is nonrefundable, changes are not permitted and that the insurance covers him only for extenuating circumstances. Mr. asked to a supervisor. The call was taken over by a Supervisor who explained the *** fare rules are non-refundable and non-changeable and advised that Expedia could not give any information regarding the insurance claim. Advised to contact the insurance provided and file a claim for possible reimbursement. Mr. advised that that was not acceptable and ask for a manager. The next Supervisor took over the call and advised Mr. to file a claim with the provider of the Cancellation Plan, and if the claim is denied he can call us back for partial refund of the flight. Expedia will issue a refund as a write off for half of the cost if we are able to verify his claim was denied.

After further review on August 27, 2019, Expedia reviewed the reservation, the notes on the account, the emails, the confirmation itinerary and the rules of the fare. The reservation was booked in basic economy. Basic Economy per *** is non-refundable and non-changeable. When Mr. cancelled the flight the reservation was cancelled but non-refundable

The confirmation itinerary shows the following rules for the *** Basic Economy Fare on the outbound flight:

The confirmation itinerary shows the following rules for the *** Basic Economy Fare on the return flight:

*SUPPORTING DOCUMENTS REDACTED BY Revdex.com*

Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.

In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:

Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.

Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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

Tell us why here...

A few months ago I bought tickets to Europe from Expedia. I accidentally included Flight Protection Plan and payed plus $47.
Two months later I noticed my mistake and decided to try and cancel this. The site allowed the cancellation and with one click I cancelled Flight Protection Plan. I received an email with a confirmation from Expedia and my e-ticket reflected this cancelation as well.
A month after this cancelation I checked my credit card for a refund. No refund. After multiple absolutely meaningless emails with customer service I understand that I’m not able to receive my $47. I was informed that I can cancel the Plan and receive a refund only 15 days after purchasing, but after 15 days I can cancel the plan but receive no refund. You cancelled the service but you don’t refund the money. The money just disappeared. Unbelievable.
Why did you allow cancellation in the first place if you don’t refund the money. There is no reasonable explanation for taking the money and canceling the service.

Expedia.com Response • Aug 27, 2019

August 27, 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 her flight reservation. We understand
Mr. *** is requesting a refund of the Travel Protection Flight Protection Plan he cancelled online totaled $47.00.

Our records indicate that on May 16, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** with

***. Traveling from Chicago, IL, USA to Sofia, Bulgaria on September 14, 2019 and returning on November 9, 2019. The customer added Travel Protection Flight Protection Plan with the

total amount of $775.53.

Upon review, on August 6, 2019, Mr. received an email advising that a refund of his Travel Protection of $47.00 was processed, however, he never received the refund. We verified that Travel

Protection can be cancelled, but he can only receive a refund of his cost if he cancels 15 days from the date of purchase. We show Mr. cancelled on July 23, 2019.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, etc. and is subject to the rules and restrictions of those providers. While we regret
the customer’s, experience was not as we would have hoped, based on the information provided above we are honoring his refund request as an onetime courtesy.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Dez M

Corporate Correspondence Team

I booked a ticket through Expedia. It was a flight from Little Rock Arkansas to San Luis Obispo California. I was delayed three days for myself for my two children during a family emergency. I was told that I could not go through Expedia but I had to go through *** to get a credit for my ticket. I booked another ticket through Expedia for a family member to come out. I called Expedia asking if I could have the ticket pushed out three days due to a family emergency. They stated that I had to call *** and they were not able to refund me or third-party call *** and help credit the funds to the ticket to be able to get the ticket pushed out a few days. Upon contacting customer service it was escalated to a supervisor . I asked for his information and I stated I’m going to contact the Revdex.com and file a complaint with the attorney general. He stated his name is Joe and he would not give me his first and last name upon request for a civil lawsuit as well as class action lawsuit. There has been multiple people looking through them but has been delayed response or pushed out just in my family. He hung up on me and I was not able to get through to him again. I never verbally abused him and the phone call should be recorded for proof. All I’m asking for is for reimbursement of the ticket I ordered so that I may get a credit and book through *** directly as well as get the employees re-trained our policy and procedure.

Expedia.com Response • Aug 25, 2019

August 25, 2019

Revdex.com
Alaska, Oregon & Western Washington
Complaint Department

RE: Expedia Case ***

Dear Revdex.com,

Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.

Our records indicate on July 22, 2019, ***, or a person authorized for the Expedia account, booked one way flights for three passengers with ***, traveling from Little Rock, AR to San Luis Obispo, CA, departing on July 30, 2019, via itinerary ***.

The terms and conditions were provided and accepted at the time of booking. They stated that the flights were nonrefundable, and changes could be completed prior to the start of travel for a change fee of $200.00 per ticket plus any difference in fare.

We contacted the airline to advocate on behalf of the passengers and were advised that a refund cannot be provided as the tickets were used.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Denise S

Corporate Correspondence Team

Customer Response • Aug 25, 2019

Complaint: ***

I am rejecting this response because:

Upon contacting the customer service representative for Expedia. I was hung up on. I asked the supervisor if he could call on my behalf and speak to the *** representative to get the credit. If you are booking a ticket as a third-party and there is an issue with the ticket that has not been resolved. It is the booking parties responsibility to see that that issue is resolved. It is extremely unprofessional to have your supervisor who is trying to handle escalated calls hanging up on people. The phone calls are recorded for my protection as well as yours. I would like you to go through the phone call and listen to where I was hung up on. This is the second ticket that I bought through Expedia and have had issues with having to be held overnight. All I asked was for the ticket to be rescheduled for a few days. I am extremely unsatisfied with Expedia. When I asked the customer service representative his name so that I can include him as the main representative in the class action lawsuit that’s when I was hung up on. I am asking for a full refund on my ticket. Or I will be contacting my lawyer in regards to starting a class action lawsuit on Expedia and *** which they represent as a third-party booking agent.
Sincerely

I have been contacting Expedia to get a refund for the fare I paid for a trip August 9 -25, 2019 which was not completed due to the fault of the airline providing the service. I have been actively contacting Expedia and have been given the run around and pass on to another department to no avail.

Expedia.com Response • Aug 27, 2019

August 27, 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 January 12, 2019, ***, or a person authorized for the Expedia account, booked roundtrip flights with *** traveling from Hong Kong, SAR to Vancouver, BC, Canada, departing on August 9, 2019 and returning on August 26, 2019.

We contacted *** to advocate on behalf of our customer. They advised there was a schedule change on the flight from Hong Kong, SAR on August 9, 2019, that the passengers took the flight at the time provided but did not continue travel the remaining travel available.

A waiver was provided for the return flight, but not for the outbound flight that was considered as used. A partial refund will be provided. The refund time frame varies based on the processing time of the airline and the credit card company.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

Denise S

Corporate Correspondence Team

Customer Response • Aug 28, 2019

Complaint: ***

I am rejecting this response because: I was told that *** approved the refund for 3 legs of the trip: SAR to Vancouver, Vancouver to SAR, and SAR to Hong Kong. I requested to know how much *** was approving for and the breakdown but did not approve or say "yes" to the refund. However, Expedia for TD could not provide me the breakdown and told me that they would contact *** again for the breakdown. After that, I have called countless times, asking for the price but yet, no response.

Finally on Aug 27, I was directed to a supervisor of the ticketing department and requested once again the breakdown. At this point, I had never approved of the refund yet as I did not know how much I was getting back. The supervisor told me that he need to calculate and figure it out and would call me back in an hour. I did not end up receiving any call from the supervisor.

On Aug 28, I called Expedia for TD again and was told that a total refund of $304.25 per passenger (4 passengers total) was already processed two days ago. I was shocked as I did not approve of this refund yet and no one had e-mailed me or contacted me on how much a refund would be when I was just requesting for the information all this time. It is unacceptable that no one informed me of what the information I was requesting this whole time and also went ahead, without consulting me for my permission, to approve the refund. Not only that, a refund of $1217.00 for 3 legs of the trip when I have paid for $3,542.80 for the entire trip is not a reasonable refund. Hence, why I was requesting to know how much I was getting back first before approving any refunds. It was not on my family's account that they did not make this trip, it was the airline's account that they could not provide a flight from SAR to Vancouver till Aug 19 when my family was originally due to arrive on Aug 9. Yet, I am only receiving $1217.00 as a refund. Due to this, my family missed a cruise from Vancouver on Aug 14 that costed our family $12,000.00. Had I know what the refund was, I would have not approve for this refund and requested Expedia for TD to contact *** again to inform them.

Therefore, I requested to talk to a manager and I was directed to a supervisor before being transferred to a manager at a corporate office. The manager told me that they processed it without informing me because if they had not, I would lose out on the entire refund and get nothing at all but it did not make any sense as they only processed $304.25 for one passenger. They did not even have the professionalism to inform me that they were processing the refund and how much I getting. On the phone, the manager kept repeating the fact that they did ME a favour processing it without letting me know. As a travel agency, you are providing a service to customers which also include informing customers of every changes made so it baffles me that she said it is a favour from them. At this point, I am more angry about the fact that they did not inform me of how much *** has told them and going ahead to process the refund without my permission and telling me that they did me a favour. As I kept going back and forth with the manager telling her that I am baffled at that fact, she kept telling me that the airline would not change anything even if they called back and as I was talking, she purposely hung up on me. It is honestly so frustrating already that I am losing so much money over what the airline did and on top of that, receive terrible customer service from a manager of a travel agency.

Itinerary #***

Sincerely

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