Expedia

I just wanted to share recent experience with Expedia and hope you could help

We booked a package with Expedia for a family vacation. We chose the option Expedia presented to us. Unfortunately, the outbound flight got cancelled because of bad weather. We called Expedia multiple times with a hold time of more than an hour to see how Expedia can help. Unfortunately, they declined to help citing fine prints. They asked to call hotel and Airline directly for refund. This is Ridiculous. Why should we book through Expedia if they cannot help with the package, we booked from them. Was this customer's fault that outbound flight was cancelled. It was bad weather which entire country faced. Alaska was kind enough to refund that outbound flight money (from PDX to Cancun). Since we could not fly out, how can we check in to the hotel (Casa Maya hotel in Cancun) and come back home (which Expedia booked us through AeroMexico). Customer service took us in circle with no help.. This vacation package lost most of our money, and Expedia has no regret. We lost 70 % of our money around $3500. This was our first family vacation outside US and we all are so disappointed. Is Expedia Customer Obsessed? Or Expedia just making their partners make money and get commission from them? How do you make your customer trust you and do business with you with a peace of mind Yes, we could have booked everything individually? If certain partner is so adamant (who doesn't care about customer) why do you present them as an option in the package? This experience has hit us hard financially and emotionally. Unless some magic happens where you can help, We are not going with Expedia in the future, and will advise all friends and family to do the same. Book individually or through Costco (not through Expedia) to get a better piece of mind.

BTW we planned to travel from Portland (PDX) to Cancun, MX on Dec 24th

On December 20,2022 AA advised us that it had approved a refund for Nick Hoogendyk and Min Ahn for Ticket numbers [protected] and [protected]. The record locator for both tickets is DZA2MU. We were informed that we should contact our travel agency (Expedia) for payment of the refund.

Please provide us with the date that Expedia will make the refund.

Name: Todd Power

Booking Mobile: [protected]

Booking Email: [protected]@hotmail.com

Itinerary: [protected]

Flight was cancelled by airline in 2020. I have been in contact with Expedia via telephone, email and online chat for the entire period. I have requested a refund on each occasion and have been promised that there would be resolve in 72 hours (this was 12 months ago). I have spent countless hours communicating with Expedia staff whom assure me that all conversations are recorded. I even opt to have my phone conversation recorded and screen shot the online chat.

Today is the final straw for me as a consumer. I have attempted to speak with Expedia staff on the online chat and have been advised to contact Garuda Indonesia and use my credit.

I can attach emails and any other documentation required to confirm the endless battle i have had to obtain my refund.

Could you please contact me on my mobile or via email as soon as possible.

Booked online for the very first time . Was actively searching the web from Australia & so was intending on booking accomodation to attend an event on the Gold Coast Qld in Australia .

Event was in Northcliffe so I found Northcliffe apartments .

Booked it & paid for it & then after reading confirmation email , saw that I had booked Northcliffe apartments in Sunderland UK .

I contacted Expedia immediately and wanted a refund as I have intention of travelling to the UK but was only offered a credit for that hotel .

A credit for Australia would have been nice but I was told no .

Very poor form .

I intend travelling extensively in the future but it

wont be with Expedia

My family travels alot and we booked tickets for 6 people from Chicago to Cancun and back for Sept 2nd to Sept 5th 2022

We have been trying to use the credits that we had due to the expiration dates. It is overly sad that the call centers demand high amounts even after the credits even though the indivisual websites of the United or American Airlines have lower fares for the same cabin fares.

The representatives in the India call centers have no knowledge and they charge high amounts to make the reservations. They should be investigated.

I was on the chat for more than an hour with no resolution. When we call the airlines they tell us to contact Expedia. Please look at the chats for Sanjeev Dwivedi. I will definitely write to commerce Department to investigate the business practices of Expedia. We had bought travel insurance to protect our travels which is of no use. We have completely stopped buying tickets with expedia when we traveled after the Sept 2022 due to aggravation caused.

We want all our used money refunded. We have no time to fool around with inexperienced customer service reps of Expedia.

American Airlines credit

$455.43

For pashupati nath only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

American Airlines credit

$455.43

For Neelam Dwivedi only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

American Airlines credit

$455.43

For Shreya Singh only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

American Airlines credit

$455.43

For Yash Singh only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

United credit

$323.95

For pashupati nath only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

United credit

$323.95

For Neelam Dwivedi only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

United credit

$323.95

For Shreya Singh only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

United credit

$323.95

For Yash Singh only

Issued for itinerary #[protected]

Credit expires: Mar 25, 2023

Search flights

Air Canada credit

$344.63

For Ritika Singh only

Issued for itinerary #[protected]

Credit expires: Aug 15, 2023

Search flights

American Airlines credit

$332.88

For RITIKA SINGH only

Issued for itinerary #[protected]

Credit expires: Aug 15, 2023

Search flights

I made a hotel reservation, over one month in advance. I purchased trip cancellation insurance for this booking. In a bit of confusion, it was determined that this reservation was redundant and I tried to cancel the booking over one month in advance. I was not allowed a refund on my booking payment - the technical legal definition of Expedia’s cancellation policy is infuriating. I will never use this service again.

Itinerary: [protected]

A full description of the matter follows below:

1. On 08.12.2022 I booked the Savoy Le Grand Hotel Marrakech for 6 days (December 28th to January 3rd) through Expedia. The main reason I selected the Savoy was that I didn’t have to make any advance payment and because I could fully change the booking. I knew back then that my trip to Marrakech could be subject to change.

2. A week before the check-in day, I was informed that my schedule in Morocco would, as expected, needed to be changed and I could only stay in the hotel for 3 days (Dec. 28th, Dec. 29th, and Jan. 1st). I contacted Expedia (virtual agent) who formally confirmed that I would be entitled to make all necessary booking changes at check-in. I have print screens confirming this. It was ONLY BECAUSE of your confirmation that I decided not to cancel the booking.

3. When I checked in on the 28th, the Hotel informed me that the booking could not be changed and charged me the full 6 days.

4. The hotel produced a document (signed and stamped) confirming that I checked out on Dec. 30th and again on January 2nd.

I would like to request to be refunded for the 3 days I did not stay in the Hotel. The Hotel has informed me that they cannot do it and that I was given the wrong information by Expedia.

We were booked for 3 nights at the above and agreed a price of £117.75 per night. Your literature showed this price and below said £70.65 taxes which (as every other company does) is highlighting the taxes INCLUDED in the price. On arrival at the hotel - after the free cancellation period had expired - I was obliged to pay £423.90. I feel cheated. I agreed £117.75 per night and that is all that I wanted to pay. I want you to refund the £70.65 extra that I have been charged and therefore for you to honour the room rate that you advertised on your website.

Alex Shepherd (Itinerary [protected])

I have made a hotel/w flights reservation for January 2023 through Expedia.com. A few days ago, I decided to make a change to the hotel's booking. On December 27, 2022, I called Expedia Customer Service. The agent that I spoke, was confusing and hard to understand. First, he said the price that I need to pay is $764.69, later he said that something didn't go right and now the price is $3,896.00 (booking number [protected]). Moreover, I looked at the booking thru my Expedia account and noticed that Hotel's booking was not Fully Refundable, as I had with my original hotel's booking. I called Expedia the same day later and the agent told me that no worries, we will contact the Hotel for penalty fee's waiver. Additionally, the agent reassures me that she will give me a call back in 24 hours. No one called me back. I made another reservation thru Expidia.com for the same Hotel and room (booking number [protected]) and it's 'fully refundable"and I paid less ~ $3340.88

Today, December 29, 2022, I called Expedia Customer Service again and an agent said that the Hotel won't waive the cancelation fee. I asked if they could honor the price that I got booking on my own, and was told"NO, the agent doesn't have an authority to do this. If he does, it would be a strike against him" I asked to speak to someone who has authority and the replied was that no one could help me. Only what they can do is review the call on December 27, 2022 and decide if they can honor the price that I have booked on my own (call ref S#[protected]). At this moment, I don't believe that anyone would contact me and fully refund $3,896.00 or at least, credit me back the price difference. I've been using Expedia over 10 years, and I guess, keep a customer is less important than to credit $ difference between that I was able to book on my own thru Expidia.com and what the agent booked.

On November 22nd I bought 2 Air Canada flights through Expedia from Victoria to Vancouver for February 23rd. December 2nd I received an email at 10:27 pm that the flight was changed to a later time and confirmed. The new time does not give enough time to make our connection out of Vancouver to Ottawa. I phoned Expedia to say that I had not accepted the changes only to be told that I was given 4 hours to refuse the change. By not refusing within the 4 hours from 10:27 pm to Expedia that was acceptance. My only option was to cancel with no refund. No other flight options.

I refuse to cancel with no refund.

Bill Bousada

I booked a room at the Comfort Suites in Oakbrook Terrace IL. for 2 nights to visit family on Christmas, I came down with Covid and was unable to make the trip.I chated with 6 of you agents all telling me they were trying to contact the hotel to get me a hardship refund and they finally said they were unable to contact the manager and I would have to pay anyway.

So I called the hotel and spoke to one of the managers and he said it is Expedia that issues a refund in a hardship case because you actually purchased the rooms from them. Not sure why I've been lied to from Expedia but I am very sick and don't understand the lies.

I don't believe that you treat your customers this way and lie about it especially during covid and Christmas

Hello I was suppose to be refunded a day from my hotel stay at the four points Sheraton at Los Angeles airport. My stay was through a third party . My stay was from October 14,2022. The general manager stated that a refund was issued through Expedia. My name is Terri Williams, phone is [protected]. I have all supporting documents saying they sent a refund. So someone has my money. If you need to reach out to Walter.[protected]@highgate.com or [protected]@fourpointslaxairport.com for more information as well. I hope to hear from you soon.

I booked a hotel online in August of 2022 for a stay at Hyatt Place Tampa downtown March 11 to march 12 2023. I purchased the booking insurance at that time. I canceled my reservation almost 3 full months in advance expecting a refund. I am now told that I will not receive a refund from you or the insurance company. My Itinerary Number is [protected]. I hope to hear from someone on my issue. I cannot believe that something cannot be done to help me with my situation. I have been a loyal customer for many years and I have never been through anything like this. You will see that we have booked many trips through Expedia.

Hotel price was not advertised correctly on your main page. I want the room for its advertised price of $10 as it is showing on the expedia page.

Here is the transcript:

Virtual Agent

Hi Elise, I'm your Virtual Agent 👋

5:23 PM

I’m here 24/7 to help you with your travel plans. If at any point I’m not able to assist you, I’ll connect you to an agent who can. What would you like to do?

5:23 PM

The Expedia Site is showing : Dallas/Ft. Worth Marriott Hotel & Golf Club Champions Circle as $10 per night. However, when I went I wanted to book it for such a cheap price for the next 10 days.. However, When you click the button, the price jumps up to $110. This is a case of false advertising.

5:26 PM

Virtual Agent

I can't help you with this yet, so let's get someone who can 😊

5:26 PM

Please respond

5:29 PM

Virtual Agent

What type of question do you have? This will help me connect you to the right agent.

5:29 PM

Something else

5:30 PM

Virtual Agent

Your estimated wait time: 1-2 minutes. Would you like to continue?

5:30 PM

Continue

5:30 PM

Virtual Agent

Help is on the way! An agent will say hello shortly.

5:30 PM

Please keep this chat open. If you leave this page or make other selections, you could lose your place in line.

5:30 PM

Wilber joined the conversation

5:31 PM

Wilber

Hi, This's Wilber I will help,

5:31 PM

The Expedia Site is showing : Dallas/Ft. Worth Marriott Hotel & Golf Club Champions Circle as $10 per night. However, when I went I wanted to book it for such a cheap price for the next 10 days.. However, When you click the button, the price jumps up to $111. This is a case of false advertising

5:31 PM

Wilber

When you book a package, the real price is the one showing at the check out, it's because that's the one that includes fee and taxes

5:33 PM

Over the past 10 years the real price always shows. So you are telling me that taxes on this property is $100? really?

5:35 PM

Wilber

You there?

5:35 PM

Any other question you might have?

5:35 PM

It depends on the hotel you're selecting

5:36 PM

Are you using our app?

5:36 PM

Taxes on a $10 hotel room is not $100. 10 % would be $1

5:37 PM

The hotel room I am inquiring about is at this start of this message.

5:38 PM

Wilber

I understand, I can help you if you allow me to, but you're the only one who have access to that promotion,

5:39 PM

I can book it for you applying regular rate

5:39 PM

You should have access to it, for it is on your own Expedia Website.

5:40 PM

Wilber

I'm sorry, it's for customers only

5:40 PM

Supervisor please.

5:40 PM

Wilber

May I have your number please?

5:41 PM

Supervisor please

5:41 PM

Wilber

I need to call you and then transfer the call

5:41 PM

I should be able to do this all on line. Without the need of me giving you my telephone number.

5:42 PM

my number is sacred to me and private.

5:42 PM

Wilber

Okay so there is no way to transfer the call to a supervisor

5:43 PM

You want me to book it for you with regular rate?

5:43 PM

Please advise me of your corporate address. So that I can send a print out of what I am seeing. Thank you.

5:44 PM

No.. I want it at the $10 rate it is being advertised at via Expedia

5:44 PM

Wilber

Sorry, we don't have access to that information, I need transfer the call

5:45 PM

May I have your number please?

5:45 PM

I will be contacting directly. Thank you for your time. This is most disapointing that you do not have expedia's corporate address.

5:47 PM

Wilber

​As I’m not getting a reply, I’m going to close the chat. If you still need help, type hello below and our Virtual Agent will greet you. Then simply click “Something Else” and type “Contact Agent” so we can pick up from here.

5:47 PM

Wilber left the conversation

5:47 PM

Virtual Agent

OK! Do you have a minute to answer 3 quick questions? We’ll use your feedback to improve the experience.

5:47 PM

Take survey

Wilbur: Your corporate office is Expedia Group · Address

333 108th Ave NE, Bellevue, WA 98004

5:52 PM

Expedia Group · Address

333 108th Ave NE, Bellevue, WA 98004

Expedia booking number [protected].

I booked an Avis car in Paris via Expedia, and also booked an insurance via Expedia. Booking reference is [protected].

Whilst collecting the car at Avis, Paris on 10 December, I was informed by Avis that the Expedia insurance is invalid and that any damage to the car will be treated by Avis as uninsured, and that my liability for the car was the full value of the car (approx Euro 33,000).

The Avis team recomended that I buy the insurance via Avis and then cancel the Expedia insurance. I spoke with Expedia team over phone who also suggested that they can get the refund if and when I cancel the insurance.

I bought the insurance from Avis (it cost more than double the insurance I paid via Expedia - mainly because I bought at the counter than previously via online), however I had no choice but to do so.

Since then, I have calling Expedia team - and on their advice - the insurance company, Generali, but there is no response to my request to cancel the Expendia insurance, and for the refund. I would appreciate if the refund could be organised ASAP. Thanks. Ganesh. +[protected]

I searched for an all-inclusive for Bahamas that included hotel and flight. I decided on Viva Wyndam and purchased the package. The flight said one hour to destination and I didn't check to see if the resort was on another island from where the flight would be going. It showed all the deals for Nassau, Freeport etc. The whole point of booking this way is the company does the work for you. Well I had the shock of my life when the flight only took 30 minutes and while checking out the airport worker asked where we'll be staying. He looked confused and said that resort is one island over and we had to purchase tickets to get there because we couldn't drive. They said it's very common and happens quite often to alot of people who books through Expedia. My eyes teared up immediately and I felt lost and afraid. We had no choice but to purchase the tickets because we were in a foreign place and had nowhere to go except the destination we were headed to. That flight took 30 minutes so technically it did take one hour to get there but Expedia didn't disclose that when we landed in Nassau we would need a connecting flight. I would have chosen another package or purchase tickets before getting to Nassau. The tickets cost $500 and that was a hard pill to swallow. Then we got to Freeport and had no shuttle ride to the hotel because we got there late. We felt unsafe and scared because this airport had no terminal and we were waiting under a tent. We had to pay $40 for a 15 minute drive when the shuttle charged $22. I got in contact with Expedia via chat and the customer service rep just said there's nothing they can do and I wouldn't be refunded. I think it's deceptive to do this to people who works hard and just needed a break to relax. I was stressed and unhappy the whole trip and no one will acknowledge that the way the package was put together was done incorrectly.

Booked a Cabin thru Expedia. 6/5/22 at Linville river log cabins . Purchased the insurance for trip. Day before check in on 7/13/22 i was contacted by owners of cabin for check in. Upon talking to them i was then told conditions to be upheld for having a pet which where highly unacceptable. Had to cover bed, couch with plastic and any time leaving room dog had to be caged. Dog never potties inside , is 12 yrs old and has never been caged. Therefore I cancelled. Received a Refund receipt from Expedia same day as cancellation saying they had processed refund and it would be applied to my credit card within 15 days. I have filled claim with Aon Affinity and it was rejected. After several months now Expdia is still turning down claim. I haved used Expedia several times over the years and never had this kind of problem. Obviously travel insurance is a scam and loyality to past customers means nothing to Expedia. I am eating $784.62 that i find totally unacceptable , Expedia will not get my business again unless i get a refund.

We purchased plane tickets on Expedia and we chose British Airways. Unfortunately due to COVID related government issued travel restrictions we were forced to cancel our flight.

We ended up with two credits of $1966.05 each for a total value $3,932.00. I have been trying for weeks to re-book our flight and ran into several issues 1) the credits were not calculating properly resulting in a shortage of $902.00 per person of our credit that was not being applied. This resulted in a total of $1804.00 of our $3,932.00 not being applied. 2) I was finally able to reach an agent (Melvin) who informed me:”As per British policy downgrade is not permitted and require to keep the same class of service. The new flight must be booked in business class”

Whereas the flights have doubled in cost, this would have resulted in us having to pay an additional four thousand dollars in order to use our original $4000 credit. I was not provided a copy of this policy and I have been unable to locate it elsewhere.

I then sent an email to an executive of Expedia. I received an email from Traveler Resolutions.

Mr. Manish Singhal informed me that the previous agent was incorrect and I could book outside of business class. After this email, I again reached out to an agent from Expedia. I was connected with Jonica. She ultimately informed me “I tried processing the credit redemption but I always encounter tool error. Please reach British Airways directly to process the request you may reach them at [protected]” British Airways will not process a credit through Expedia.

I sent an email to Mr. Singhal. He stated he would book the fight himself. I provided the details of the flight. Ultimately I was informed by Mr. Singhal on 12/11/22 that “I tried to rebook the tickets for your requested flights however, we are unable to get any availability for your requested outbound flight i. e  BA flight 176 Departing JFK 6/1/22 @7:35pm and arrives in Barcelona on 6/2/22 @ 12:50 pm.

The other flights that we are getting have higher fares, above USD 6000 for two travelers.

Please let us know if we can suggest you these flights? “

This has become beyond ridiculous.

We booked a package deal thru Expedia to Samoa. The flights via Fiji Air have constantly changed and conflict with our accommodation booking.

Expedia does not address the change in relation to the accommodation and only asks we accept the flight changes. If we do this we miss and have to pay for 2 days accommodation when we are actually in the air.

I called Expedia and explained. They advised they would contact the Airline etc ...no response.

I have emailed 5 plus times ...no response.

I have referred this to NSW Ombudsman and the Travel Agents Assoc Australia.

Response from Expedia is lower than poor.

Oh..and the Australian contact number 133810...get a message "mobile not responding"

Brenda Lukis

11252 South 200th Street

Gretna, NE 68028

December 6, 2022

United Airlines Expedia, Inc.

PO Box 4607 I# [protected]

DEPT NHCRF 333 108th Ave NE

Houston, TX [protected] Bellevue, WA 98004

RE: Refund/Double Charge

LTMJKG

Dear Sir or Madam:

I was double charged for a flight in June 2022. After 6 months and countless hours on the phone with both United and Expedia, there is no solution and only blaming of one company to the other. At best, there is a terrible breakdown in communication and an ineffective system. At worst, this is a fraudulent and criminal system. I spoke with a woman named Karen, from United, and I have enclosed the voicemail narrative so that hopefully this issue can follow up with United. In October, Karen explained that I would be refunded and was going to follow up with the appropriate department.

Here are the details:

On May 5, 2022 I was charged $982.22 per passenger(4) on card ending 0585, totaling $3,928.88.

On June 17, 2022 I was charged $1,082.11 per passenger (3) on card ending 7251, totaling $3,246.33.

On July 17, 2022 I was refunded $496.09 per passenger (3) on card ending 0585, totaling $1,488.22. (This amount is about ½ of what I am owed from the double charge).

Both United and Expedia have also advised me to report fraud on the credit cards, of which all has been reversed with both United and Expedia defending the charges.

I authorized the May 5, 2022 charges of $982.22 per passenger (4) on card ending 0585, totaling $3,928.88. The debacle that took place on date of departure was a nightmare and I was assured there would be no charge for the changes United and Expedia had to make because NOONE could find our boarding passes,we missed our original flight, and we were sent on a nightmare of connections.

Expedia and United need to communicate and provide the rest of my refund without blaming the other and thinking I will walk away from this fraud. I have provided this letter, along with my documentation to the attorney referenced below.

Please call me at [protected] with a solution to this matter.

Sincerely

Brenda J. Lukis

CC: Matthew McKeever

Burnett Wilson Law for a Lifetime

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