Expedia

05/02/2023
Good morning/afternoon/evening

The ombudsman has asked us to send a courtesy letter to give Expedia a right to reply regarding our complaint about a refund we have been fighting for since 2020. We are giving 48 hours from the date of this letter for the reply to be sent and if we do not receive a reply within this time frame, we would assume you are not making any further comment. On 25th January my husband Steve White was at work and while he had a few minutes spare he decided to start an online chat with a staff member from Expedia about a flight credit we have had sitting with them since January 2020.

During the conversation he was told we only had until 31/01/2023 to make a booking, but how could this be possible as it was only 6 days away but then he clarified and mentioned, the designation travel needed to be completed no later than 31/12/2023. As I was at home, he texts me to call Qantas to see if this was correct. Qantas advised me we were able to use the credits by 31/12/2023.

I relayed this message back to my husband Steve, as he was on the phone talking to Expedia by this point with a staff member as they called him to discuss his enquiry. The staff member then sent Steve an email advising us we had until 31/01/2023 to make a booking and the travel needed to be used within 2023. We accept that the email was sent on the 25/01/2023. However, the staff member from Expedia mentioned if we were not happy with this, we can contact Qantas direct to discuss further. After the email was sent, we contacted Qantas once again and were advised to contact Expedia again and ask the staff member to be in contact with “QANTAS AGENCY CONNECT” as they can get a special code to provide us with a refund. I was very concerned at this stage also, as Qantas mentioned all flight bookings made from 31/01/2019 to on or before 31/12.2021 had until 31/12/2023 to be used. Why were Expedia telling us we had to use them by 31/01/2023.

In the afternoon/evening of the 25/01/2023, I Tracey White called Expedia once again and asked the staff member to complete our request based on the advice given from Qantas. The staff member told me she will be sending an email to the above department and to allow 48 hours for a reply to them and then an additional 24 hours later we would receive our correspondence with the outcome. So, in total, we had to wait 72 hours for them to get this code. On the 28/01/2023, my husband Steve, logged into his Expedia account and noticed all credits had been removed, no itinerary number was available to use as a reference nothing. In the afternoon/evening of the 28/01/2023, I contacted Expedia again to see if there was an update on our refund.

I provided the Expedia staff member with Booking ID V4PHFO as we always did in the past, they were not able to find anything. I then provided an itinerary number [protected] with no luck. I was asked to give the email address of the account, Stephen. [protected]@gmail.com and they were still not able to locate anything.

As Qantas was able to provide me with the ticket numbers previously, I asked would you like the number and again she was not able to locate our details. Ticket number [protected], [protected], [protected]. Steve’s mobile number was also not able to locate our details, [protected]. We were asked to escalate the concern and a staff member from Expedia would call back. There was no follow-up call so on 29/01/2023, I called back to again provide all the above details with no luck.

Again, a staff member saying it had to be escalated for the code. Every time we called Expedia, we reiterated we needed the code before the 31/01/2023 as we needed to make our booking by this date. On the 30/01/2023, I spent a few hours (3 hours) on the phone to be told again it needed to be escalated and someone would call us back. Again no one called back, so after work on 31/01/2023, I Tracey, called Expedia again to ask if there was a code, on the phone for approx 4 hours to be told at 9.30 we were not getting a refund as per an email that was already sent to us on the 25/01/2023. We have never declined that email was sent, but Qantas suggested after the fact we complete another process to get a refund.

On the 31/01/2023 once the staff member emailed us declining our refund, we said we would make a booking – he declined to do that and said our money has been lost. We continued to challenge the staff member for an additional 2 hours, so in total 6 hours being on the phone with Expedia on the 31/01/2023. The staff member told us our credits expired on the 31/01/2023 but we had to make a booking by the 30/01/2023 as they need 24 hours to process the request.

At no stage, from the 25/01/2023 to the 31/01/2023, did any staff member mention to us, we needed to book by the 30/01/2023 as they need 24 hours to process. The staff member was rude, arrogant and kept referring to the email sent on the 25/01/2023, but would not acknowledge that additional phone calls were made after this email with recommendations from Qantas to follow to get a full refund. The staff member told us on the 31/01/2023 “TO BAD” we have lost our money regardless of us continuing to argue our case – Steve rang Qantas and was told the tickets are still in an open status and all travel agents need 24 hours to process any flights. We were never told this in any of our conversations with Expedia.

We also want to mention that at no stage from Jan 2020 to 25/01/2023 did Expedia contact us to advise us of the expiration date of the flights. Our flights were cancelled due to not being able to fly due to Covid-19. Qantas have also mentioned to us that the travel agent would be the company holding the funds, and Expedia is telling us Qantas are holding the funds. Qantas mentioned that as Expedia is our travel agent, they needed to assist us in all our inquiries, but Expedia continued to refer us to Qantas.

The resolution we are after is a full refund of the flight credits totaling $3223.16 (this is including all taxes). Just to reiterate we are giving 48 hours from the date of this letter 05/02/2023 for a reply and if there is no reply by the 07/02/2023 we will be referring this complaint to the ombudsman as per their request. Tracey and Steve White

Apparently Expedia is still working on getting me a refund from Aerolineas Argentinas, from last year!

My flights were on Nov 26, 2022 and Dec 8, 2022. I emailed Expedia on 11/01/2022 cancelling the flights b/c Expedia was taking to long to rebook the flight changes. Expedia emailed me a quick update, we’re still working your Refund request with Aerolineas Argentinas. We know you’re hoping to hear back on this, and we’ll reach once they respond.

We will continue to follow up with the airline about your request and will provide another update within the next 72 hours. Thank you for your patience. Please reach out if you have any additional questions – we're here for you and want to ensure you have a good travel experience.

My mistake was that everything was cancelled and fine. Apparently not. Still can't get a refund b/c Expedia did not cancel the flights. I even paid Expedia another $30.00 transfer to get another flight. Lost that money too.

Very disappointed b/c I travel a lot and would love to use Expedia but this has been ridiculous. Every time I speak with someone at Expedia, I have to tell this story all over only to be told to wait another week ad see if there is an update.

Booked room thinking it was motel 6 reservations board. I later was told it was Expedia. 15.99 booking charge. I was give a 64.00 night rate and 19.99 taxes. I was never told of 15.99 charge until I checked my card. When we got to this motel 6, room lights didn't work. Next room, no shower curtain and no way to take a hot bath. I was told during booking that room can with fridge and microwave. No microwave in any room! Public microwave in lobby area. Coffee, but you have asked for a cup if you want coffee. Coaches in room!

I will never stay at this motel 6.

Richard Dallas.

I received an email from [protected]@gmail.com stating that it was from Expedia Group. I downloaded MS Teams and had an interview with Brian Moore ([protected]@gmail.com). I then received an email from Scott Helms, [protected]@gmail.com with company offer letter asking for my driver's license. Luckily I didn't send any information to him. I just wanted to let you know that people are giving your name a bad rep.

To whom it may concern.

On December 4, 2022, I had been looking on Expedia site for a booking for January 21-22. This is a site I have used for many years. I know I put in January 21- 22nd in the search bar because I had been looking for this date throughout the last few days and the date stays in your search line. At 3 PM on December 4, 2022, I booked the Best Western Plus Condado Palm Inn, Confirmation number [protected], on the island of San Juan Puerto Rico. You took my credit card and paper; I was at work and had been on a break looking for a hotel. I saw the confirmation come through on my phone but did not have a chance to read as I work in a hospital - I don’t carry my phone while working with patients.

Here is my question. Why would I at 3 o’clock on the afternoon of December 4 book a hotel room, that I would not be able to even arrive at to stay in on that day? There were no flights that could be taken to get me to this hotel in San Juan and I used your app to book my flight. I feel the system made an error. I never spent a night in this hotel it was $187 and some odd cents. I feel I’m entitled to that money back because I know that I put January 21-22 into the search bar. There was no way I could get to the same place on the same day at 3 PM when I was booking the hotel room. I tried talking to Expedia staff and was always told nobody could help me. I then tried calling the contact numbers on your site multiple times, and your phone system hangs up on you when you’re on the phone too long.

This is $187 for a person on a budget. Not to be rude but Expedia makes far more money than me. I cannot believe that there was not one person that I could speak to and have a conversation to correct the issue. I would still appreciate someone contacting my phone [protected] with some assistance, and possibly a refund for something that never should’ve happened. As I said before, I’ve used your site for many years. I know how your site works. I have always used it on my phone without any difficulty. The technician I spoke to was not very polite, and rather insulting to me, which is not what good service is about. All I want is a conversation with a person who can help me with this matter. I still feel I am entitled to a refund for something I was never going to be able to make work for that day and when I went back to Expedia to rebook a new hotel the old date January 21-22 was still there for me to use to try to find a hotel room. I would have written earlier but I was very upset at how the staff I spoke with treated me and did not want to be angry when writing this note. Any help you can give me with this will be gratefully appreciated since.

Sincerely,

Maryanne Cole

I ordered tickets under an old email login. I called Expedia to see if they can move the itinerary to my correct email address. They cannot. I no longer have access to the old email. I also paid to have the tickets refundable and it turns out, while Expedia is great at collecting the refundable fees, they refused to let me cancel the tickets as they say they are not refundable. Do not use this service, they are incompetent.

Reservation was made at the Sheraton Orlando Resort. your website indicated a price of 73.30 per night. when I clicked on it, it told me there was resort fee of 47.90. I realized the first number was a bate and switch, but I accepted it anyway. They made me used a checkmark a to say the funds were not refundable. I paid for it.

Then I received an other email from Expedia that there was a parking fee of 23.00 and change per day after I had already paid. This is dishonest.

Full disclosure should be on the first page for the fee resort and the parking, plain and simple. To me Expedia's intent was clear and unacceptable. When I chose a hotel with a name like the Sheraton Resort, I do not expect to worry about being subject to extortion.

I will not use your services anymore or after I have used used it over 20 years. I will not use The Sheraton either. Fool me once...

ref. itinerary number [protected]
Jennifer Warford booked 2 tickets for BA flights from Denver to LHR originally for travel on July 18th 2019 return July 22 2019. Ticket numbers [protected] (Jennifer Warford) and [protected] (Evan Provan)
Travel was cancelled because of visa issue. Credit notes for 2 tickets costing $809.33 each were issued, to be used by September 30th 2023.
Jennifer wants to make the trip this July 2023 but the credits are not acknowledged by BA. Expedia claim that it is a BA issue but it is not a BA voucher number on the credit note.
[protected]@hotmail.com

Deu to covid I had to cancel my flight from Cun to Sao reservation numbrr [protected] I had a credit of US$ 198,00 to use until the 29th January. I called Copa on the 26th of january 2023 they tried to overcharg me to change the flight date as pricy as a new ticket, they were rude and said to me to call Expedia then.

Today I realized that was my last day to book, i tried online at expedia website since 10 pm Brazilian time but the website didnt allow me to book using my credit. I called expedia [protected] waited for 40 minutesto listen that I lost my credit even tho it was still the 29th of January. Expedia is stealling from custumers. First denied to refund me then just disappeared with my money I'm going to sue you Expedia.

I booked a car out of Union Station in Wash DC for yesterday, 1/28. When i arrived, no car. Turns out Expedia had booked my car for pickup in Arlington, VA. Very unclear on site that they changed my pickup location--i never would have paid for that! I had to scramble to find another car, pay again (twice as much for same-day), was late for meeting, and now want a refund on original booking, $35. Customer service on phone was not helpful. Please refund. Horrible

Booked airline tickets through United on Expedia before Covid- United cancelled the flight and issued credits for the value. Trying to redeem the credits has been a nightmare- Expedia says that United is the one that needs to issue the new tickets, and United says that Expedia is the Agent so they need to issue the tickets. There were no disagreements when they charged my credit card in 2020 and they were paid in full. I am stuck now in the middle and neither will help. I find Expedia at fault because they indeed collected the $5200 I paid-

My girlfriend and I rented a car through expedia on January 11, 2023 Expdia itinerary [protected] confirmation #PEXPA11098FB. We requested a mid size vehicle with navigation. Upon arrival at Piarco Airport in Trinidad we waited 30 minutes at the counter no one was there. When the young lady arrived she gives us a car without navigation, we explain that we needed navigation and we checked the navigation box when we ordered the car. She demanded that we pay extra for the navigation system and stated our cars do not have navigation, also she wanted us to pay for additional insurance which we already paid for during our reservations. She give a blue nissan City that was obviously repaired badly from a previous accident I had to take 22 photos of scratches and dents. She gave us a car with less than a 1/4 tank of gas. The vehicle runs on both gas and CNG we explained to her we do not know anything about CNG, can we have a vehicle with just fuel. She stated there was no other vehicle available this was the best car they had. I asked to speak to a manger, she stated she is the boss I believe her name is Annessia. We took the car and could not find a gas station with CNG after stopping several times. The GPS system would not find the Address in Moruga where we was going, it took us 5 hours to go 1hour in 1/2 drive. While driving on the highway the front of the car seemed to have wobble. When we arrived it was dark outside the interior light did not work. We contacted the Piarco rental so that we may exchange vehicles. After a 2 hour drive we waited 2 hours and 15 minutes to exchange a car, She attempted to give us another car with a bald left front tire we refused it I have photos of that vehicle. Finally a young man named Dominic assisted us in getting a better car which had navigation in it. during this time we had to cancel reservations we had because exchanging the vehicle took entirely too long. As we began to drive we find the the car GPS system is in Japanese and can not be change to English. This was a horrible experience as being an American visitor, I felt abandoned in a foreign country. I would expect that any business would try to make an outsider welcomed. I am grateful that my iPhone was international or I would be stranded. I am compelled to inform the United States Embassy to warn American Citizens not to rent from Economy car rentals in Trinidad. However I would like to thank Dominic for attempting to ease our displeasure. There is more that can be added.

Expedia ref: [protected]

British Airways ref: 4LX53F

Yesterday I called to change just one leg of my flight to Dublin. That kicked off what was a day of conversations with four people and being put on hold about 1 1/2 hours in total. The whole process felt like a scam.

The issue is this: In changing one AA leg, how did they 1) end up cancelling the original booking after the initial conversation and rebooking on BA, and 2) charging me $499.99 extra only to then call later and say I have a flight credit due me?

I paid expedia for my fight baggage fee. they did not pay the airline so I had to pay the airline when checking in. I had spoken to your rep and advised I would receive a refund ($85), no refund to date

confirmation number QNC63E, flight NK 1250

Please note this flight was in September 2022 and I have been attempting to resolve this issue. If I do not receive refund by 1/30, I will go to small claims court

Doug Boles

Greetings

As my travel plans have changed, I wanted to amend the dates from 11-14 Mar 2023 to 11-13 Mar 2023. However, the virtual agent gets stuck after asking to click SELECT /CHANGE DATES. Neither link provided in confirmation e mail is functional so I am also unable to open MANAGE BOOKING.

My booking details are :

Holiday Inn Express Amsterdam - Sloterdijk Station, an IHG Hotel

Confirmation: [protected]

Expedia itinerary: [protected]

My E mail. [protected]@hotmail.com

Kindly confirm that dates have been changed...and someone needs to look in to EXPEDIA complaint portal..so difficult to find it.

Regards

Amjad Mahmood

Using Expedia's search engine, we booked a holiday package for a family of 4 - 2 adults and 2 children (pre-teens). We were travelling to Bali, where we had never been before.

Once we arrived in Bali, we took a driver to the accommodation, which was miles away from anywhere, and waited while they made up our rooms. When we got to our room, we discovered that despite having booked for a 2dults and 2 children, the room only contained 1 king bed. We asked if they had any other accommodation for us and they said no. We then stated that we are a family of 4 and cannot all stay in the 1 bed, so if they don't have any other option, then we will need to get a refund and then find somewhere else to stay. The manager agreed to provide a refund, but asked us to go through Expedia to do so. They also said they will let Expedia know.

We tried to lodge it on their website on the day, but because it was check in day, we weren't able to. Additionally, we had to work to find a place for our family to stay as it was getting late and we were in a strange country.

Once we returned home, I raised a request for refund with Expedia. They tried to contact the hotel but they were unsuccessful. They did tell me, however, that they would continue to contact the hotel for the next 72hours and hope to have a resolution by then. I didn't hear from them.

I then contacted them again and went through the same script. Again I didn't hear from them.

And again. This time I heard via email that they weren't succesful.

And again. This time I asked if I need to keep calling them again and again because I don't actually hear from them. I also asked what happens if they don't hear from them as they have apparently been contacting them for the last 4 months. I was told they will escalate this again. And so the hamster wheels go.

There are two things going on here, and one is why the accommodation are not responding when they agreed that they would provide a refund. the other one is the ownership or lack thereof of Expedia when it comes to their search engine failing and ripping off customers and their partners. When I input 2 adults and 2 children, I expect the suggestions to be aligned.

This whole experience has been stressful and distasteful. I will never use Expedia again.

I used to use Expedia to book my flights because they offered the ease of 24-hour free cancellation with refunds.

But for the last couple of times, they offered credits instead of refunds. I argued with them because that meant I had to call agents to use those credits and my money was locked. But Expedia said issuing credits/voucher was airline company's policy. Fortunately, I was able to use one credit while I was hoping to use the second later.

Unfortunately I never received a reminder email about expiration date for the second credit voucher and the second one expired before I could use it. It's $303.70 and isn't a small amount for me. The airline record locator is UUPTHP. The first few times I spoke to Expedia, they again blamed it on American Airlines. I looked up and contacted executives at American Airlines. They clarified that issuing travel voucher is not their policy but it's actually Expedia. Yesterday I contacted Expedia and now they had a different spin on the story.

Could I please request a refund.

Thanks,

Girish

Jan 13 2023 I had paid for this night. Got up friday morn to ice and snow. The temp saturday morn was to be 12 and high 28. I had to leave a day early to get ahead of the store. Holiday lodge said I had to contact you for a refund.

My ID# [protected]. MY reservation was Jan 11- Jan 14 2023.

The stay was at the Holiday lodge in Oakhill wv.

The clerk told me they could not give me a refund since it was a third party, but would have if I had booked directly with them.

I purchase a ticket with expedia. Itinerary # [protected]. They offered a flgith protection that I accepted and bought for 341. 16. Now they cancelled one of the flights and offered me a refund minus the price of the flight protection that they say is not refundable.

Please see below the total from the receipt for the ticket and what they offered to refund. Clearly 341.16 is missing.

Price summary
Multi-City flight
4 travelers
$1,360.00
Taxes & fees
$1,555.80
Flight Protection Plan
$341.16
Total
$3,256.96

Hello Yuri,​

We wanted to let you know Finnair has made changes to your itinerary, and your original flight from Los Angeles to Berlin is no longer available. Occasionally, airlines have to adjust flights unexpectedly.
We know this is disappointing, and have some options for you: ​

Option 1 – We can help you find an alternate flight. ​

Option 2 – You can cancel your booking for a refund. If you cancel, you’ll receive a refund for the full value of the ticket, in the amount of USD 2915.80, to your original payment method, within 7-10 business days.

Let us know your preference – to look into other options or cancel for refund – by replying to this email or calling us at [protected] or [protected] (collect calls accepted). We’re happy to find some options that work for you.
Please reach out soon, as flights are subject to availability. We're sorry for this unexpected change - please accept our apologies on behalf of Finnair. We're here for you and want to ensure you have a good travel experience.​

Sincerely, ​

Expedia Travel Team

Hello,

My frailly could not use international flights in March 2020 due to Covid. Flights are sitting as a credit and Qantas have confirmed the credit is fine to use but must be rebooked by Expedia. This was reconfimed with Qantas in december 2022.
Expedia need to contact Qantas agency connect to rebook. I am sure Qantas are difficult to get through to so they are also at fault but expedia staff always promise to get back to me and no one ever does. Every time I call I have to explain my case over and over again. Does no one take notes?

I want to use my flight credit which is my money,... I have flights picked, book me please. I have been so polite and patient but am really getting very frustrated.

xpedia Itinerary no. [protected]
old Qantas no. P8SD5S
New Qantas booking no. 2ABZCH
Travellers: Gemma Considine, Chaiya Davies, Ziggy Davies
GVA - FRA: used
FRA - DXB - used
DXB - MEL - used
MEL - SIN: not used
SIN - BKK: not used
BKK - DXB: not used
DXB - GVA: not used
Paid: USD4064
Expedia Itinerary no. [protected]
Qantas no. P94CUZ

Passenger: Stewart Davies
BKK - DXB: not used
DXB - GVA: not used
Paid: USD1529
New flights:
Passengers:
Gemma Considine
Stewart Davies
Chaiay Davies
Ziggy Davies
Melbourne to Bangkok
Friday, 1 September 2023
Departs
06:30 Flight Duration
13h 10m
1 stop
Arrives
16:40
ECONOMY
Sale
Qantas flightQF406Qantas flightQF23
Bangkok to Melbourne
Friday, 13 October 2023
Departs
18:10 Flight Duration
12h 25m
1 stop
Arrives
10:35