ComplaintsforExpedia.ca

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Expedia did not issue the said tickets properly resulting in us paying an additional amount when we arrived at the airport. See details from WestJet when we filed a complaint. In order for a ticket to be confirmed in *****, the ticket must show as TE (ie: TE ************). When Expedia exchanged these tickets, they moved over the amount paid originally and placed it on a TK ticket, which is typically used for a fee or ancillary paid for by a passenger, such as seat fees or baggage fees. In this case, Expedia moved over the funds paid from original reservation (BQTVWC) and placed them on the new ticket (DKZQWT). As a result of this, the passengers did not have confirmed tickets and the flights were being held with the funds on the new reservation. When they arrived at the airport for their flights, this error was discovered and the flights required confirmation, at the current available fare, resulting in additional fees.

  Business response

  07/18/2024

  July 18, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Re: Expedia.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention. 
  
  Expedia.com is responding to the consumer complaint from ******************************* (BBB case number ********) regarding her flight booking. 
  
  Upon receiving the query from BBB, we tried tracking the booking details with the information available in the complaint but did not find the booking. We request ******************** to share the itinerary number and registered email address in order us to looking into the matter and assist her with a resolution.
  
  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.
  
  Regards,
  ***********************
  Global Traveler Resolutions Team
  
  

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip to **** on Expedia a couple weeks ago for my wife's bday present for July 1. I wasn't sure on the dates we'd go but when I went on Expedia.ca to check out the prices. I entered November 23 to 30th and it said fully refundable which was great so I could book it, give to my wife for her bday and confirm the dates. If it didn't work out then we could cancel and rebook. It also said 100% off flight which is great. As I went through the booking I noticed it said fully refundable before November 18 which is great. So I gave it to my wife, she was excited but said those dates don't work great for her work and time off but I said it's fully refundable so all good. Well I go on expedia.ca today to cancel and they cancelled the room first, refunded me $1,870.72 and that's it. I asked the online assistant about the flights and the rest of the money. The person said only the rooms are refundable, not the flights. I said but it said flights are 100% off so why can't I can't change them. I explained my situation and the person said sorry, it's only the rooms that are refundable. I got a little upset. Then I looked at the original booking and the flight portion was $1,196.46 so I asked where the rest of the refund was. The person the rest is for the resort fee for cancelling. I said wasn't it fully refundable? The person said only the resort is refundable. This made me mad. So then I couldn't change or cancel my flights but they already cancelled our hotel so I asked the person to re-book it. They said we can't do that and I would have to go online to book it again. So went on expedia to book the resort again because we can't change our flights and the same resort, same dates was $2,645.66. So then I was really upset and the person said sorry nothing we can do to help. I believe this was false advertising saying it was fully refundable and 100% off flights. If the site didn't say that when I looked at the prices then I wouldn't have booked

  Business response

  07/08/2024

  July 8, 2024
  
  Better Business Bureau 
  Mid-Western and *****************;
  Complaint Department 
  
  Re: Expedia Case #********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact ************************* regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from ************** (BBB case number #********) regarding the Expedia Package. 
  
  Our records indicate ************** booked a hotel, flight, and activity package on June 24th with Expedia. We understand ************** is requesting a refund for the amount paid for the new hotel reservation. 
  
  Upon investigation, we discovered that ************** booked a package on June 24th for a total of ******** CAD. He subsequently canceled the hotel and activity booking with our virtual agent on July 5th. The full refund (******* CAD) for the hotel and activity was processed to Mr. ****** original form of payment and may take up to 710 business days to appear in their account. During the reservation process, we determined that the rules and regulations for each trip component were communicated to **************. Unfortunately, since the airline fares were non-refundable, no refund was processed for the airline tickets. We reached out to Hotel in regards of resort fees, the Hotel confirmed there were no resort fees charged ; these fees are only applicable at the time of check-in.
  
  At Expedia, we offer discounted rates for package bookings. Additionally, the flight portion is discounted, allowing travelers to book the entire package at the price displayed on our website. Any additional charges would apply only if the traveler chose to modify the fares or hotel room. The price of each trip component was mentioned before the confirmation of the booking.
  
  Regarding Mr. ****** rebooking of the Hotel Aston Maui Kaanapali Villas for November 23rd to 30th, the amount was ******** CAD, paid using their MasterCard and Expedia rewards. Its important to note that hotel rates are dynamic and not under Expedia's control. Consequently, we cannot accommodate any refund for the price difference ************** encountered between the two reservations.
  
  We appreciate Mr. ****** perspective on the matter. If he discovers the same hotel at a lower cost on an approved website, we encourage ************** to fill out the Expedia Hotel Price Claim Form. The terms and conditions can be found below:
  
  expedia.ca/price-guarantee-claim
  
  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, 
  *******
  Global Traveler Resolutions Team 

  Customer response

  07/08/2024

   
  Complaint: 21944378
  
  I am rejecting this response because:
  Fully refundable which makes it sound like the whole booking is fully refundable. I only booked it because it said silly refundable. Why wouldnt someone book if it says fully refundable. Now were forced to go on the trip because we cant get a refund or change the flights. But wait, the site said flights are 100% off. Thats weird, if flights are 100% off then why am I having to pay for the flights that I cant change or cancel. Something doesnt add up here. This is totally 100% false advertising and Im not sure how you can get away with this. Im totally fine with the prices but we really need to change the dates of the trip. I dont think its right that we have to pay for new flights when the original booking said flights 100% off. Please explain what that was supposed to mean??
  Sincerely,
  
  *********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Expedia for false advertisement and lack of transparency regarding my recent cruise booking.Booking Details:Cruise: Celebrity Edge Alaska Cruise Trip Sailing Dates: July 5 - July 12, 2024 Booking Date: June 11, 2023 Total Amount: CAD 5173 Cabin Type: Infinite Veranda Balcony (Guaranteed)A few days prior to sailing, I was notified by the cruise company that I was assigned an obstructed view room, which they referred to as a partial view. This was surprising because I booked an infinite veranda balcony room, assuming it would have a full ocean view given the amount I paid.Upon noticing the change, I contacted Expedia to resolve the issue. Unfortunately, Expedia was unable to provide any satisfactory resolution. They mentioned that the cabin I selected was referred to it as a "bargain" room. This information was not clearly defined or communicated at the time of booking. Additionally, the agent mentioned that it is stated on their website that there is a possibility of receiving a partial view room, but she couldn't provide any proof of this. On the contrary, I have proof that their website does not include any information about "bargain" rooms and the possibility of getting a partial view.I believe Expedia has failed in its duty to be transparent and provide accurate information to customers. Their websites pictures and content mislead customers into believing they will receive a full ocean view, which amounts to false advertising.Despite my efforts to escalate the case, Expedia remains reluctant to provide further resolutions, deflecting the responsibility to Celebrity Cruises, stating that the rooms are assigned by them. However, as a travel platform, Expedia is responsible for ensuring the accuracy and transparency of the information they provide to their customers.

  Business response

  07/11/2024

  July 8, 2024
  Better Business Bureau
  E.ca - Mid-Western and ************
  Complaint Department
  
  RE:  Expedia Canada Case # (********)
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia Canada regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia Canada is responding to the consumer complaint from ************ BBB case number ******** regarding a cruise reservation.
  
  Our records indicate that the customer has a cruise reservation for Celebrity Cruises sailing Jul 5,2024. We understand ******* Gong is requesting for billing adjustment.
  
  May 8, 2024 customer called to inquire for a price drop and was advised that there are no price drop since it is past the final payment date already, previous agent explained to the customer how guarantee cabin works and customer understood.
  
  July 2, 2024 customer called to complain about their cabin because they were assigned in an obstructed view. Educated customer that the cabin they've selected is a GTY cabin which means the CL will be the one to select a cabin for them. Previous agent called the CL to check if there's still available cabin but as per CLA *****, they are already sold out.
  
  Customer wants a billing adjustment as she mentioned that they paid extra for the cabin they selected, advised her that  on the website it actually shows that a GTY cabin is a bargain room which means they selected the cheapest price and that the specific cabin assignment (either partial view or full view) is not visible on the website because it's the CL who's going to select a cabin for them.
  
  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.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, Thank you for reviewing this issue.On July 4th 2024, I booked a trip to ********************* through Expedia.ca. at ***************** **** 5 Hours later I was reviewing the receipt and I noticed this sentence in the comments "You'll need to bring bedding, linens and towels for bathing and the pool along with personal toiletries". This is not posted on the Expedia posting anywhere, and we would not have booked knowing this. In my opinion this is a BAIT AND SWITCH. We are flying in from ******* and will not be bringing bed linen and towels for 4 people. After ****** searching I also discovered this is actually a Trailor park, very misleading calling it a resort on Expedia.I then contacted Expedia over the next hour trying to cancel this trip while my wife phoned (and was on hold for over an hour). I was finally able to cancel through the website but was not refunded the full amount. $321.33 was withheld and of course Expedia hung up on my wife without answering.Through the chat in help section I was able to finally reach an agent and very painfully went through the process of trying to get a full refund. I was told the resort charged this fee and he tried calling but they were not answering. After asking for some screenshots the help timed out and I was kicked off. I tried several times messaging but do not want to spend many hours for this. I will be contacting my credit card for a dispute but this Resort is stealing from people in my opinion. Also Expedia should not be allowing busionesses to do this.

  Business response

  07/08/2024

  08 Jul 24
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: BBB Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ************************* for Itinerary(s) ************** regarding a refund request for his hotel stay booked for 5 nights at ******************
  
  Our records indicate that ********************** booked this stay on 1st July'24 to check In scheduled for 11th August and check out for 16th August'24. However, this was canceled the same day it was booked therefore, we had refunded ********************** for ******* CAD as per hotel's policies, which stated that "cancelation any time before 12th July local hotel time will be subject to 20% of the total amount paid for the reservation".
  
  As per the policies, hotel deducted 20% from the total amount paid,1,606.67 CAD. However, we understand the reason it was canceled by ********************** is because he was given some information which was not presented at the website at the time of booking.
  
  Due to this, we have refunded the rest of the amount from our end in the amount of ****** CAD to his Master card ending in 6484. These funds will reflect in his account within 7 business days. We are sorry for the experience and we've flagged this to our team that will take necessary steps to make full information of property available on the website for our future travelers.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *********************
  Global Traveler Resolutions Team

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My dad went booked flights through Expedia on June 3rd. He selected Premium Economy tickets. Expedia persuaded him to purchase quickly with a pop-up that said "We recommend booking now to lock in this price". He never selected to change his ticket type, and was never warned his ticket type would be downgraded to Economy. However, when he went to print out his ticket a few days later, he noticed the whole trip was downgraded to Economy.This is completely misleading. I then contacted an agent on June 8th and replied 3 times since with no reply. I also talked to customer support today.

  Business response

  06/30/2024

  30th June 2024
  
  Better Business Bureau 
  E.ca - Mid-Western and ************
  Complaint Department
  
  RE: Expedia Case #********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from *********************** (BBB case number ********) regarding a flight reservation. 
  
  Our records indicate that on 03rd June 2024, ******** made a flight reservation with Air Canada for the travel from 06th to 26th Sept 2024. We understand ******** is requesting to upgrade their ticket to premium economy.

  I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues seriously.

  According to our records, ******** must have received a booking confirmation email right after making the reservation. On that email confirmation, economy coach was mentioned and they had 24 hours to cancel the booking with a full refund If they found any site error.

  As per the booking session, same fare was selected while booking along with the economy coach, therefore, we wont be able to accommodate their request for an upgrade or refund.

  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,
  Sheetal
  Global Traveler Resolutions Team

  Customer response

  07/04/2024

   
  Complaint: 21898519
  
  I am rejecting this response because: Premium Economy was the only class ever selected. Expedia changed the class of ticket without informing me. I never wanted an Economy ticket, and never selected this class. Even worse, Expedia encouraged checking-out by saying "the price has dropped". I have a screen recording of this site behaviour (showing that Expedia changes the class without any selection by the customer).

  This is a manipulative and misleading business tactic, and has left me with two tickets I do not want.

  Both honouring the Premium Economy ticket or issuing a Full Refund would suffice as compensation.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a rental car reservation with Green ****** (confirmation EXL(B)-4818079-47973) through Expedia (Itinerary **************), with a pick-up scheduled for Thursday, May 23, 2024, at 8:00 pm, and a drop-off on Tuesday, May 28, 2024, at 11:30 am at ************* E. My flight was delayed from 4:00 pm to 4:30 pm, causing me to land after 8:30 pm (the original landing time was 7:30pm), by which time Green ****** was closed.I paid CA$182.95 in advance through Expedia, but neither Green ****** nor Expedia will refund this amount. Green ****** claims they are not accountable since the purchase was made through Expedia, and Expedia states they cannot refund my money because Green ****** refuses to do so. Neither company has a policy to address delayed flights, which occur frequently, unfairly penalizing customers by keeping their money. They likely profit millions each year from such situations, which are beyond customers' control.I would like a refund of my CA$182.95.

  Business response

  06/27/2024

  27 Jun 24
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: BBB Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ******************* for Itinerary(s) 72834394565407 regarding a refund request for the Greenmotion car reservation which she couldn't use due to flight delay.
  
  Our records indicate that ************ booked this reservation to pick up the car on 23rd May at 08:00 PM however, she arrived at 08:30 PM due to late landing. Our frontline team received her first contact on 24th May. Since the time she contacted Expedia, the reservation had already been passed, we were unable to cancel the reservation.
  
  We understand the scenario was totally out of **************** hands therefore, we reached Greenmotion car rental requesting an exception for refund however, we were denied to provide the same.
  
  We value **************** long-term association with us, considering that, we have processed a full refund as a one-time exception in the amount of ****** CAD to **************** master card ending in 0004. She can expect the funds to reflect in her bank account within 7 business days.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *********************
  Global Traveler Resolutions Team

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a trip package for my son and daughter in law to go to the ********** all inclusive resort in ******, leaving April 15, 2024 and returning April 20, 2024 through Expedia.ca Unfortunately the resort and flight package we purchased from Expedia had some drastic errors, which resulted in my son and daughter in-law being stranded at the *****************, which is no where near the resort we booked on the west coast of ******, requiring them to have to sleep in the airport overnight and I was required to purchase an additional flight to get them to the correct airport. I then had to purchase a different flight to get them home as well. As well as a hotel stay in ******* due to the time I could get a flight back to Canada. These extra expenses increased the cost of the trip significantly, not to mention my son and daughter in law had to sleep in an airport and lost a day at the resort which I had paid for. I made all these purchases through Expedia so they would have a record of what exactly was spent. I communicated this to Expedia, first via their chat log, then via email chain (see attachment). Initially they said that they saw the error and would make it right. Then they did not respond further. When I asked again what was happening they blamed the airline at first, which I reminded them was not the airline's fault but theirs as they packaged the trip for me through their website. They then said because I did not double check that the flight they paired with the resort didn't go to the correct airport, that it was my fault and they could do nothing further for me. I asked to speak to a manager via email (to have a written record of this conversation) however I have not heard back from my last email to them May 22, 2024 and have never been contacted by a supervisor to address my complaint.I am seeking a refund of the extra expenses incurred by this error.

  Business response

  06/21/2024

  21/06/2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia.com Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia.com is responding to the consumer complaint from *************************** ******** regarding the incorrect destination of flight which were not matching with the location of the resort booked
  
  Our records indicate that ******* was having a reservation with us under the itinerary number ************** from 15th of April 2024 20th of April. We understand ******* is requesting for a refund for the extra charges for this reservation.
  
  Upon further investigation, we reviewed the details and found no error originating from Expedia's end. Further inquiries failed to locate the property in the selected vicinity, indicating that the reservation was made by searching for the preferred property, and not due to an error by Expedia in listing this property. Consequently, we are unable to accommodate ********* request for a refund of the additional charges incurred in reaching the location. The location of the property is clearly stated on the selection page, thus it is the traveler's responsibility to verify the details.
  
  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,
  Sahib S
  Global Traveler Resolutions Team

  Customer response

  06/21/2024

   
  Complaint: 21856489
  
  I am rejecting this response because:

  The vacation was bought as a package through the Expedia website, which packaged the flights and resort together. No where does Expedia say on their website that when they package flights and hotels that they're not necessarily in the same city! All previous vacation packages that myself, family members, and everyone I've asked about has never had this problem - if you get a vacation package of hotel and flight packaged together, they go to the same place. I was on the chat with an Expedia representative the night the flight arrived at the incorrect airport. They have records from the first day that this was a problem. I'm not even asking for a full refund, I'm just asking for the additional expenses incurred by their error be rectified. I would even accept a credit on Expedia for this amount. I've never had a problem using their vacation packages before, and I'm not saying I would never use them again, as outside of this one incident, I've always had a good experience with them. 

  I just need them to acknowledge their error and make it right. My son and daughter in law were put through a terrible experience, but once they got to their resort everything was great. I'm not asking for that portion to be refunded, as they did have a great trip and the resort was fantastic. I'm not even asking for the day they lost at the resort to be refunded, just the additional expenses that were caused by Expedia's error in pairing a resort and flight that are not in the same location. 

  
  Sincerely,
  
  ***************************

  Business response

  07/04/2024

  04/07/2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia.com Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from *************************** ********. We regret to hear ******* did not accept our response offered.
  
  After reviewing the information provided by ******* and have acknowledge we always encourage our traveler to explore multiple options on our website which helps them to organize their traveler plans according to their needs i have reviewed the instance shared with my internal team and did not find any error or glitches in the booking path.
  
  So, therefore, we cannot approve ********* request for a refund of the additional travel expenses. We understand the inconvenience this may cause to travelers, but we are unable to fulfill this request. Thank you for allowing us the opportunity to address this issue further.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us. 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,
  Sahib S
  Global Traveler Resolutions Team

  Customer response

  07/04/2024

   
  Complaint: 21856489
  
  I am rejecting this response because:

  Unfortunately Expedia continues with the stance that they made no error and they will not accept any responsibility. I purchased this vacation as a package deal and their package sent my son and daughter in law to the wrong airport. I did not create this package myself! (I do not know ****** so would not have selected my own airport destination!) and would certainly never pick a flight to a different part of a country than the resort. Their response of that they did nothing wrong, doesn't make any sense. Their program created the package and I bought it based on what they bundled. Their defense that I shouldn't have trusted their vacation package to be correct seems a bit strange. 

  I'm not even asking for the trip to be refunded!  Just the additional expenses that I have incurred due to their error. I even booked the additional flights on their website so they would have an accurate record of every transaction (foolishly on my part I guess as it just gave this company more of my money).

  It seems that they absolutely do not care about keeping their customers happy, or ensuring that customers can trust what they do.  Extremely disappointing, and has made me go from believing it was a simple error that can be corrected and I would continue to be a customer (as my other trips have been absolutely fine) to ensuring that not only would I not use their company again, but I would actively discourage anyone else from doing so.  Horrible customer service, and the lack of accountability is extremely disappointing. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February I booked a 3 day stay via **** in ***********. There was an issue at the time of booking because the host hadnt set up her **** profile correctly and the system would not let me enter the total # of visitors attending. The host then said she corrected the profile, entered the right number of people and I got a confirmation for a charge of $865.80 (the confirmation showed the correct number of guests). Months passed and two weeks before our scheduled vacation on June 16 I started getting requests to pay an additional $375. I contacted **** via their online chat to ask why I would be charged more money. I was told by ******* at **** that this absolutely was not allowed and she was going to contact the host to explain that. The next day I got a call from the host saying they had to cancel on us because their water tank burst and leaked all over the garage. I asked why they couldnt have a plumber out to make the repair as our stay was still 10 days away. The host said she didnt have time to go out to *********** to have the repair done. She tried to have me go onto the **** website to cancel the booking but I refused stating that she was the one wanting to cancel so she should cancel it. I called **** who said they would prioritize rebooking us asap. Another week went by and no attempts to do so were made and I am now told they have nothing available. We have 4 families who have taken off time from work to go on this vacation and today (5 days before our vacation), I am told we have no place to stay.

  Business response

  06/18/2024

  18 June 24
  

  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE:  BBB Case #********
  
  Dear Better Business Bureau,

  Thank you for giving us the opportunity to address ******************** concerns. At Expedia, we take customer complaints and feedback very seriously and strive to provide our customers with an exceptional experience. We sincerely apologize for the disappointment ***** and the families faced due to the host canceling their booking. We truly appreciate the effort ***** has taken to communicate their full experience with us.

  Based on our current understanding, ***** is seeking compensation for four families missing out on their vacation. Here are our findings and conclusions:

  ***** first contacted Vrbos support team on June 6, 2024, regarding an additional fee requested by the host. While resolving this issue, the host canceled ****** booking due to irreparable property damage before the scheduled check-in date. A full refund of C$865.80 was issued to ***** on June 9, 2024. Vrbos support team attempted to find alternative accommodations on their platform that met ****** original booking specifications, but unfortunately, were unable to do so. Consequently, on June 10, 2024, Vrbos support team suggested that ***** utilize Expedia to find suitable alternative lodging.

  We have opened case ********* with Vrbos Social Response team to gather additional documents needed for ****** compensation request. A member of Vrbos Social Response team has reached out to ***** via email as of today, June 17, 2024.

  We are grateful for ******************** effort in sharing their concerns with us. While we cannot guarantee a specific outcome, we will ensure that every avenue is explored to provide the compensation they are seeking. Thank you for bringing this matter to our attention.

   

  Thanks,

  Tannu 

  Global Traveler Resolutions Team

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my flight ticket for a Europe trip from Canada in advance (from June 27 to July 11 which is also a family trip) which cost me ******* CAD. Last night they canceled my booking and called me at 3:00 am night. Just said my flight was cancelled due to their agent's mistake then vaguely provided some options and then provided me flight credit which is very restrictive to use. I was trying to use that by July 24 as my ************* will be expired by that date. But now they are asking me to pay an additional 2000. They are saying they will charge me the changing fee of 150 CAD per traveller and refund that. We are two people. Now this trip has become extremely expensive for me which I can not afford. My **** will be expired. They ruined everything and I will face a loss of around 4000 CAD. Me and my wife got emotionally disturbed too. I had to spend around 1000 CAD to get this ****. I am not sure how again I can get the **** or manage my leave. Expedia is not helpful at all. I am really frustrated about this. Even though I was considering their case but they did not help me just confused me. They made mistake and I have to pay for that which is completely unfair.

  Business response

  06/13/2024

  June 13, 2024
  
  Better Business Bureau 
  Mid-Western and ************
  
  Complaint Department
  
  RE: Expedia Case #********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Expedia regarding an issue from our traveler. We appreciate the Better Business Bureau (BBB) allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from Mr. **** *************************** (BBB case number ********) regarding a flight cancellation refund. 
  
  We are sorry for the experience **************** had to face and here is how we are making it right. We have processed a full refund for the flight booking amount to the original form of payment and it should reflect in ******************** account/card within 7 - 10 business days.
  
  We want to assure you that this is not the kind of experience we want our travelers to have. We always want our travelers to have a good travel experience. We value ******************** feedback. Therefore, please be assured that I have shared his feedback with our internal team to take the necessary steps to prevent similar instance for our future travelers.
  
  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.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team
  
  

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I really would like to thanks Better Business Bureau for their efforts in my case. I really appreciate this.
  
  Sincerely,
  
  G M ***************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We wanted to share our recent experience with Expedia. In March I booked a rental car for our Italy trip with my maiden name on the rental. Due to a recent marriage, I changed my last name and therefore my passport and licence were changed. I updated my Expedia account to the name married name but the reservation stayed in my maiden name. Upon going to the rental company, they were unable to use the reservation as I had gotten married and we were directed to phone Expedia as they had booked the car and were only authorized to change it. The rental company had an experienced agent that indicated her has personally had Expedia change the names before. Despite talking with Expedia they were unable to change the name to reflect my new married name despite having a marriage licence, my previous licence with maiden name and passport (now expired) and my new licence and passport with my married name. We were told Expedia could not help us and forced to cancel our reservation.This resulted in us losing our reservation and having to rebook with the company at double the price. The 2 hour delay with 3 seniors and a young infant, was unacceptable.

  Business response

  06/15/2024

  June 15, 2024
  Better Business Bureau
  E.ca - Mid-Western and ************
  Complaint Department
  RE: Expedia Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Expedia (BBB case number ********) regarding Car rental reservation (Itinerary number: 72776083263277)
  
  Our records indicate that *********************************** booked a car rental reservation on Mar 06, 2024 for 7 days. On April 05, 2024 she called to make changes with name on the reservation and our agent informed that it's not possible from our end and can be done by vendor only. Our agent advised the option to cancel and rebook to which ********************** disagreed.
  
  Upon further investigating, we found that on May 20, 2024 ********************** contacted our support team again to do name correction however it was not possible on our end. The only option was to cancel and rebook. Our agent contacted vendor to take refund approval as the reservation was inside penalty window by this date. Fortunately, our agent was able to take refund waiver from the vendor and canceled the reservation with full refund. A refund of ********CAD was processed to the original form of payment i.e., **************** card ending with XXXX-1000.

  As per our record, ********************** booked the new reservation directly at the pick-up location. Unfortunately, we cannot process refund in this case as the new reservation was purchased directly from the supplier.

  
  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,
  *******
  Global Traveler Resolutions Team

  Customer response

  06/17/2024

   
  Complaint: 21826634
  
  I am rejecting this response because:

   Thanks for your response. On April 5, when I contacted Expedia, the request was to change the name to my father in law. I never fathomed that my maiden name would not be accepted. I was instructed that I had to be present at car pick up and that is what we planned and moved forward with. This conversation with these details can be seen if Expedia has recording of that phone call. I had proof of my old passport with maiden name, new passport, previous license, current license and marriage certificate to show that *************** was the same person as ******************************* but was rejected. The car company clearly stated this issue had been resolved directly by Expedia previously in other cases. 

  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩