ComplaintsforExpedia.ca

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 1, 2024, I booked a travel package with Expedia. The booking included Hotel, Roundtrip flights and Car rental. At the time of this booking I purchased the Package Protection Plan from Expedia.. no knowing however as a precaution if I had to cancel this event. Unfortunately, because of unforeseen illness, I did have to cancel this entire booking event on Sunday, August 4, 2024. Upon immediately contacting Expedia and their package protection insurance refunded both the Hotel costs and Car rental costs.. however, the Roundtrip ticket expense was not refunded under the package protection plan. This seemed odd, when all were requested simultaneously. After having to wait a very long time period on hold The representative at Expedia stated that the Package Protection Plan was cancelled and they could not refund the flight ticket costs. I explained this was done without my permission and I explained that the the Hotel expense and Car rental expense had already been refunded .. then why not the fight ticket. There was NO satisfactory explanation given and this was unacceptable and in my opinion appeared to be by dubious intention. I would not recommend Expedia to any people I may come in contact with nor will I personally ever use Expedia in the future.

  Business response

  08/21/2024

  21 August 2024
  Better Business Bureau
  
  ******, ****** &******************
  Complaint Department
  
  RE: Expedia.com/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 refund for a flight reservation under itinerary number 72886924185216.
  
  Upon reviewing your reservation, we found that our support team has already processed a full refund for the hotel reservation with Days Inn by Wyndham Gettysburg, car rental with Hertz and also for your Travel Protection Package Protection Plan on 04 August 2024 in your original form of payment. The total refund amount is ****** USD.
  
  We reached out to ***************** to request an exception for a full refund. Unfortunately,they have declined this request and instead offered a future travel credit.
  
  Your flight reservation has been converted to a future travel credit, valid until July *******. Your travel needs to be completed before July 30, 2025. Please note that this credit can only be used for booking flights with *****************. You may also change the origin and destination of the flight, but any fare difference will need to be paid.
  
  Kindly select the flights you wish to book and inform us here, so we can verify availability and assist you in redeeming your airline credit.
  
  Please feel free to reach out if you have any further questions or need assistance.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team

  Customer response

  08/21/2024

   
  Complaint: 22092649
  
  I am rejecting this response because: I initiated and paid for the Expedia ***************************** I requested a flight Refund, and was told by Expedia that the insurance was cancelled.. however, this was done without my permission by Expedia thus they are responsible for refunding me. I will not accept anything less. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hope this message finds you well. I am reaching out again regarding a persistent issue of overcharges related to my recent car rental with Drive On Holidays. Despite my previous communications and the evidence provided, the issue remains unresolved.To clarify, I rented a vehicle through Expedia and was charged the following amounts:Expedia Payment: $528.73 ( paid on May 27, 2024 (MasterCard ending 0362 Drive On Holidays Payments:$483.91 (****** EUR) paid on June 6, 2024 (MasterCard ending 0362)$783.13 (****** EUR) paid on June 10, 2024 ***** ending 1845)$346.04 (****** EUR) paid on June 20, 2024 ***** ending 1845)Total Paid for Drive On Holidays rental car: $2141.81 According to Drive On Holidays' invoices, the charges were as follows:Invoice 1: ****** EUR Invoice 2: ******* EUR Total Invoiced Charges: ******** EUR Total Overcharged: ******** USD (******** EUR) - ******** EUR = ****** EUR (~$199.35 USD)Additional Charge: ****** EUR (~$346.04 USD)Total Refund Due: ****** EUR (~$545.39 USD)

  Business response

  08/12/2024

  August 13, 2024, 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 03263264
  
  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. 
  
  We understand that Mr. ************************* need a refund for an additional amount paid for his past dated car reservation booked under itinerary 72840337999027. 
  
  Upon investigation we found that, ************** booked a car rental itinerary with Drive On Holidays. The pick-up (June 06, 2024) & drop-off (June 10, 2024) was scheduled from **********************************************************************************************
  
  We would like to inform **************, we have provided a resolution on call made on August 13, 2024, on his registered contact number with us, regarding the additional charges for ****** USD. Moreover, we suggest to ************** that, for extended reservation (Charges), that was directly booked with Drive on holidays, he can connect with them & his bank/financial Institution for more clarification. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  *****************************
  Global Traveler Resolutions Team 

  Customer response

  08/12/2024

   
  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. Expedia has completed their portion and can't assist me with Drive On Holidays Car Rental issues.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I purchased a round trip fare to *********** through Expedia for $1,781.26. - I had to cancel the flight and received a flight credit for the full amount of $1,781.26. - When I went to book the flight using the credit, I was informed only then that there were $720 of non-refundable taxes that would be deducted from my credit. This was never mentioned to me on the phone when I cancelled and the email that I have in writing does not explain anything about losing part of the credit due to non-refundable taxes. I was informed that I only now had $1,061 to use for my credit.- I spoke with 1 agent, 2 supervisors and a manager about the issue that they didn't state to me on the phone or in my email that I would be losing money to non-refundable taxes. They did nothing to help me, even when I asked if they could issue a credit for a future trip, they still refused to help and did not acknowledge any error on their part. - After not being helped, I still wanted to at least use the credit so I found a round trip flight for $1,036, therefore thinking that my $1,061 credit would cover then entire fare and I would only have to pay the $400+GST change penalty. - Only when I went to re-book the flight, now speaking to a 5th Expedia employee about this, they informed me that the $1,061 is a base fare credit and can only be used for $823 of the new base fare, thus leaving me with more taxes to pay. I had to pay an incremental $149 in taxes that they said the $1, 061 credit couldn't cover. - Expedia failed to explain three different policies to me which resulted in me spending far more on this new trip than expected. I expect them to provide a credit for all the money I lost, which would be the $720 in taxes from the first flight and $149 in taxes from the second flight, totalling $869.

  Business response

  08/05/2024

  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia *** Case 22050443
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expediafortd.com regarding an issue from our customer. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention. Expediafortd.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expediafortd.com is responding to the consumer complaint from Ms. ***********;(BBB case number 22050443) regarding her air booking. We understand Ms. ***********;was looking to redeem her future travel credit with Air Canada.
  
  Since the original ticket booking is a non-refundable fare as per Air Canadas policy and the airline only allowed the option of a travel credit.
  
  When it comes to redeeming the credit the airline system compares the new ticket fare against the old fare and if any old taxes are not apparent on the new ticket that amount is lost as a residual value to the airline and any increase is charged as a fare difference which was disclosed in the cancellation email that was sent to ****************.
  
  Seeing that the original destination was from ********, Canada to ****** and the new flight is in *******, The fare difference would be significant when changing the origin or destinations compared to the old ticket. Furthermore, **************** was previously given ****** Points as goodwill regarding her concern.
  
  As Expedia is an intermediary, we do not have the authority to override the airlines pricing increase. Thus, we hope we have addressed the concerns ************************** had regarding this reservation.
  
  
  Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Kind Regards,
  *****
  Global Traveler Resolutions Team

  Customer response

  08/08/2024

   
  Complaint: 22050443
  
  I am rejecting this response because: The taxes condition was not outlined in the email I received, and furthermore once I went to use my credit I was only then informed that the credit I had remaining after the loss of the taxes is a "base fare" credit that can only be applied to the base fare of my new fare. I understand that if the cost of my new flight was greater than the credit I had that I would have to pay more, but in this case my new fare was less. Because of Expedia's failure to outline the taxes condition and the "base fare" condition, I ended up paying much more than expected. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a hotel through expedia, Where the associate used my credit card. An information to create a ****** account which I did not request or ask for I have tried numerous times to contact expedia directly with no success for their *****************

  Business response

  08/13/2024

  August 13, 2024
   
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03269613
  
   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 contacting Expedia Fraud Department. 

  Upon further research, following ******************** request to contact Expedia's fraud team, we do not have a direct line for this service. However, as mentioned in her complaint that she attempted to create a booking and the agent took her credit card details and requested to create a ****** account, we would respectfully ask **************** to provide the contact number she used, along with any emails or information she has to validate the situation, or any itinerary number she possesses, and we will investigate ******************** request.
   
  If **************** have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  ******************;
  Global Traveler Resolutions Team

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on the Expedia .ca site to secure a booking in ****** for my godmother It was early I was very upset ! Booked it then realized it was a bit far from the funeral and cancelled it never realized it was non refundable due the fact that that I was very distraught over my aunts death and distracted ! I held it no more than 5 min ! This is like stealing from card, no different this should be an exception due to the circumstances of my situation the booking number will be listed below

  Business response

  08/06/2024

  August 06, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department

  Expedia Case # SF - 03262753

   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 the hotel refund. 

  Our records indicate on Jul 20, 2024, ************** booked a hotel reservation under itinerary ************** for Two nights at *********** Tourisma - ********** for two adults.

  Upon receiving this request, we have confirmed that our Support team already processed the refund for the complete booking value on July 26, 2024, to the original form of payment. The refund has been completed. If ************** has not received the refund, she can check with her bank using the Reference Number: 12305014208000121312084.

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

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I usually book a round trip with expeida so i call and an agent was helpong to book a flight i specifically asked for a round trip for me my wife my mother in law and my two kids and i asked to get a return flight in the first week of september at the 8th of september....and i was checking the flights on the app there was no flight so i called customer service and they refused to honor the agents mistake now i have to book another one way ticket for all five of us and they only offered a **************************************************** over 7000 out of pocket for the agents mistake i belive the call was recorded *** they claim they cant find it

  Business response

  07/26/2024

  July 27, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia.com 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 the flight reservation under itinerary number **************. We understand **************** is seeking a refund for his reservation as he claims it was booked incorrectly by our support agent.
  
  After investigation, we can confirm that this reservation was booked through our support agent in March 2024. **************** received the confirmation email on the same date and it was opened several times per our records. If he had contacted us within 24 hours of the ticket booking time, we would have offered a free cancellation under the courtesy cancellation period and rebooked it.
  
  Furthermore, since **************** contacted us several months after this happened, we have been unable to fetch the call conversation due to system limitations. Due to this, we are not able to determine the error. It appears that our support team has refunded $1000.00 as a courtesy to ******************** account. Please consider this as our final resolution.
  
  While it is certainly our desire to deliver and meet your expectations regretfully its not viable in this case.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Global Travel Resolutions Team

• Initial Complaint

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked an Expedia Package (Flight + Hotel) to *************** that was promoted as fully cancelable by June 21st 2024.Itinerary # ************** (***** + Faith) and Itinerary # ************** (Ray + ******** I am out of pocket over $1538.77 CAD as a result of my fully refundable Package when I cancelled my trip well in advance of June 21st . There has been a breach of trust with lack of transparency around booking details and costs, hidden fees and charges and a broken cancellation process with no support with next steps. There is not a clear breakdown of prices on the Booking Confirmations as it was a PACKAGE DEAL. The details on the booking confirmation are not clearly outlined when I booked this travel. The Price is lumped into one total price. $1934.09 USD ($2655.85 CAD) + $5408.62 CAD = $8064.47 CAN TOTAL . I was charged 7 different charges to my credit card on April 30th and its not clear what the charges are for and for which itinerary nor is there a USD break down as one Itinerary was booked in USD Total Charged to my TD **** Card was - $8128.98 CAD which is greater than the pricing on the bookings. The total charged to my TD **** Card all in CAD was $8128.99 on April 30th. I cancelled the fully refundable trip on May 26th, 2024 by calling into Expedia. Nothing was clearly outlined to me. I received ZERO clarification around what I would be charged and what happens next once I cancelled this travel. I only received the following refunds $2486.74 (**************) Hotel $1531.59 (**************) Hotel $2571.88 (**************) Westjet - (a $350 Flight cancellation was charged)Total. $6590.21 CAD refunded I was issued a Westjet credit for itinerary # ************** -Total Airline Credit of $467.46. $660.56 was charged by Westjet on April 30th. Where is the additional credit? I paid all of these costs on my credit card yet I cannot use the credit as they are non-transferable?

  Business response

  07/25/2024

  July 25, 2024, 

  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia reference number: 3184119
  
  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. 
  
  We understand that ***************************** would like to have bifurcation for the amount she paid for her package reservations booked under itineraries ************** & **************
  
  Upon investigation we found that, Ms. ****** booked a package reservation under itinerary under **************(hotel & flight) for 2 travelers. The round-trip flights were booked with West Jet (Outbound) & Air Canada(Inbound). The departure was scheduled on June 22, 2024, from ********, **, Canada, to *******, **, *************, & return on June 29, 2024. The hotel was booked with ***************, *******************************************************************************, for 2 nights. The check-In was scheduled on June 22, *****, & check-out on June 29, 2024. Also, she booked another package reservation (Hotel & flight) under itinerary **************. The round-trip flights were booked with West Jet. The departure was scheduled on June 22, 2024, from ********, **, Canada, to **************************, & return on June 29, 2024. The hotel was booked with ************************************************************************************************, for 2 nights. The check-In was scheduled on June 22, *****, & check-out on June 29, 2024
  
  We would like to inform Ms. ****** that a full refund of ******* CAD was processed for itinerary number ************** as per the standard policy of the hotel because the booking was canceled within the cancellation window. However, for flight reservation 350 CAD (175 CAD per traveler), was applied in accordance with the standard policy(Voluntary Cancellation) of the airline & processed the refund of ******* CAD. Our records indicate that, both aforementioned amounts (******* CAD & ******* CAD) was successfully settled to the original card ****** ending with XXXX-8815. These are the transactions reference number ***********************, ***********************, which can be used to locate the funds from the bank/financial Institution associated with card ending with XXX-8815. 
  
  In addition, for itinerary number **************, the flight reservation was booked with 2 separate airlines, each having different policies for cancellation and changes. WestJet allowed for a flight credit of ****** USD for both travelers, while the Air Canada booking is non-refundable and non-changeable. When Ms. ****** raised a cancellation request on May 26, 2024, for itinerary number **************, our support agent informed her about the cancellation policy of both airlines, and Ms. ****** chose to leave the reservation as it is for her inbound flight, & for outbound flight, a credit of ****** USD was provided, which is valid till April 29, 2025, with WestJet only. However, the return ticket was updated as no-show by airline, & there is no value remain as per airline (Air Canada) records. Also, the full refund of ******* USD for the hotel reservation was successfully refunded to the **** card ending with XXXX-8815 & this is the transaction reference number *********************** can be used to locate the funds from the bank/financial Institution associated with the card ending with XXX-8815. 
  
  The terms and conditions for the aforementioned bookings were available on our website while creating the reservation in the booking path. Moreover, to redeem the flight credit of ****** USD with WestJet, which was provided under itinerary **************, I encourage Ms. ****** to contact our chat support desk, which is available 24*7 on our website. Please note that the credits are valid till April 29, 2025. We always encourage our travelers to review the terms & conditions carefully before completing the payment of any reservation. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  *****************************
  Global Traveler Resolutions Team 

  Customer response

  08/08/2024

  Hi *******,
  
  I am very sorry but I was unable to make the very short window of my reply.  
  
  The response from EXPEDIA is not satisfactory at all.  They have not at all addressed my complaint.   Why does the pricing vs charges not reconcile.   I am out of pocket $1538.77 CAD.  Where has that money gone?  
  
  I am asking for Expedia to reconcile what I was charged vs refunded and explain why the numbers do not add up.  
  
  
  I booked an Expedia Package (Flight + Hotel) to ******* ******* that was promoted as fully cancelable by June 21st 2024. Itinerary # ************** (***** + Faith) and Itinerary # ************** (Ray + ******** I am out of pocket over $1538.77 CAD as a result of my fully refundable Package when I cancelled my trip well in advance of June 21st . There has been a breach of trust with lack of transparency around booking details and costs, hidden fees and charges and a broken cancellation process with no support with next steps. There is not a clear breakdown of prices on the Booking Confirmations as it was a PACKAGE DEAL. The details on the booking confirmation are not clearly outlined when I booked this travel. The Price is lumped into one total price. $1934.09 USD ($2655.85 CAD) + $5408.62 CAD = $8064.47 CAN TOTAL . I was charged 7 different charges to my credit card on April 30th and its not clear what the charges are for and for which itinerary nor is there a USD break down as one Itinerary was booked in USD Total Charged to my TD **** Card was - $8128.98 CAD which is greater than the pricing on the bookings. The total charged to my TD **** Card all in CAD was $8128.99 on April 30th. I cancelled the fully refundable trip on May 26th, 2024 by calling into Expedia. Nothing was clearly outlined to me. I received ZERO clarification around what I would be charged and what happens next once I cancelled this travel. I only received the following refunds $******* (**************) Hotel $1531.59 (**************) Hotel $******* (**************) Westjet - (a $350 Flight cancellation was charged) Total. $6590.21 CAD refunded I was issued a Westjet credit for itinerary # ************** -Total Airline Credit of $******. $660.56 was charged by Westjet on April 30th. Where is the additional credit? I paid all of these costs on my credit card yet I cannot use the credit as they are non-transferable?
  
  WestJet allowed for a flight credit of ****** USD for both travelers, while the Air Canada booking is non-refundable and non-changeable. When Ms. ****** raised a cancellation request on May 26, 2024, for itinerary number **************, our support agent informed her about the cancellation policy of both airlines, and Ms. ****** chose to leave the reservation as it is for her inbound flight There was NO option offered and I was not informed at any point that these flights were NOT refundable/cancelable. There was no help or support when I called into expedia.   , & for outbound flight, a credit of ****** USD was provided, which is valid till April 29, 2025, with WestJet only. $660.56 was charged by Westjet on April 30th. Where is the additional credit Why is the **** JET Credit only $467.47?  ************************* paid for these flights and the credit is in the name of ***** + Faith and not transferable ****JET will only deal with Expedia.   Expedia was responsible for cancelling the flight with Air Canada why wasnt that completed?   
  
  
  
  
  However, the return ticket was updated as no-show by airline, & there is no value remain as per airline (Air Canada) records. EXPEDIA was responsible for cancelling this flight.   Why wasnt it cancelled?  I received no communication from EXPEDIA.  
  
  Also, the full refund of ******* USD for the hotel reservation was successfully refunded to the **** card ending with XXXX-8815 & this is the transaction reference number *********************** can be used to locate the funds from the bank/financial Institution associated with the card ending with XXX-8815. 
  
  The terms and conditions for the aforementioned bookings were available on our website while creating the reservation in the booking path.  Where????   This package was Marketed as FULLY REFUNDABLE as a PACKAGE DEAL .  It has COST me $1500 CAD to cancel an EXPEDIA FULLY REFUNDABLE PACKAGE TRIP.   Terrible.     Moreover, to redeem the flight credit of ****** USD with WestJet, which was provided under itinerary **************, I encourage Ms. ****** to contact our chat support desk, which is available 24*7 on our website. Please note that the credits are valid till April 29, 2025. We always encourage our travelers to review the terms & conditions carefully before completing the payment of any reservation. 
  
  
  
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia reference number: 3184119
  
  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. 
  
  We understand that ***************************** would like to have bifurcation for the amount she paid for her package reservations booked under itineraries ************** & **************
  
  Upon investigation we found that, Ms. ****** booked a package reservation under itinerary under **************(hotel & flight) for 2 travelers. The round-trip flights were booked with West Jet (Outbound) & Air Canada(Inbound). The departure was scheduled on June 22, 2024, from ********, **, Canada, to *******, **, *************, & return on June 29, 2024. The hotel was booked with ***************, *******************************************************************************, for 2 nights. The check-In was scheduled on June 22, *****, & check-out on June 29, 2024. Also, she booked another package reservation (Hotel & flight) under itinerary **************. The round-trip flights were booked with West Jet. The departure was scheduled on June 22, 2024, from ********, **, Canada, to *******, **, *************, & return on June 29, 2024. The hotel was booked with ***************, *******************************************************************************, for 2 nights. The check-In was scheduled on June 22, *****, & check-out on June 29, 2024
  
  We would like to inform Ms. ****** that a full refund of ******* CAD was processed for itinerary number ************** as per the standard policy of the hotel because the booking was canceled within the cancellation window. However, for flight reservation 350 CAD (175 CAD per traveler), was applied in accordance with the standard policy(Voluntary Cancellation) of the airline & processed the refund of ******* CAD. Our records indicate that, both aforementioned amounts (******* CAD & ******* CAD) was successfully settled to the original card (****) ending with XXXX-8815. These are the transactions reference number ***********************, ***********************, which can be used to locate the funds from the bank/financial Institution associated with card ending with XXX-8815. 
  
  In addition, for itinerary number **************, the flight reservation was booked with 2 separate airlines, each having different policies for cancellation and changes. WestJet allowed for a flight credit of ****** USD for both travelers, while the Air Canada booking is non-refundable and non-changeable. When Ms. ****** raised a cancellation request on May 26, 2024, for itinerary number **************, our support agent informed her about the cancellation policy of both airlines, and Ms. ****** chose to leave the reservation as it is for her inbound flight, & for outbound flight, a credit of ****** USD was provided, which is valid till April 29, 2025, with WestJet only. However, the return ticket was updated as no-show by airline, & there is no value remain as per airline (Air Canada) records. Also, the full refund of ******* USD for the hotel reservation was successfully refunded to the **** card ending with XXXX-8815 & this is the transaction reference number *********************** can be used to locate the funds from the bank/financial Institution associated with the card ending with XXX-8815. 
  
  The terms and conditions for the aforementioned bookings were available on our website while creating the reservation in the booking path. Moreover, to redeem the flight credit of ****** USD with WestJet, which was provided under itinerary **************, I encourage Ms. ****** to contact our chat support desk, which is available 24*7 on our website. Please note that the credits are valid till April 29, 2025. We always encourage our travelers to review the terms & conditions carefully before completing the payment of any reservation. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  *****************************
  Global Traveler Resolutions Team 
  
  if this outcome is incorrect, please consider the following options:
  If you are still waiting for the resolution to be completed: Please update us when it is completed so that we can update the case outcome at that time to Resolved.
  If the business fails to follow through on the resolution: Please contact us so that we can re-open the case and follow up with the business.
  If you missed the 7-day window to respond, but you would still like to respond and proceed with the complaint process: Please email your response.
  

  
  

  Business response

  08/22/2024

  August 22, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from ***************************** (BBB case number ********). We regret to hear **************** did not accept our resolution offered.
  
  We have reviewed the new information **************** provided to further address her concerns.
  
  Upon further research, we found that our records indicate the refund has been processed according to the terms and conditions as advised at the time of booking. Below we have provided all transections in detail for Ms. ******* better understanding.
  
  Itinerary: 72818984020637
  WestJet
  Expedia confirmation: 4QJL24
  Billing amount: USD 467.46
  Billed by: WestJet Air (Ticket numbers: ************* & 8387035765644)
  Traveler credits issued by WestJet
  Valid till April 19, 2025,
  
  Air Canada
  Expedia confirmation: 4QK8BT
  Billing amount: USD 304.60
  Billed by: Air Canada (Ticket numbers: ************* & 0147035765642)
  Marked No-show by airline
  Non-refundable and Non-changeable.
  Findings: According to our records, **************** communicated with our front-line team and it was advised to her that Air Canada booking is non-refundable, non-changeable and no traveler credit is available.
  
  ***************, **********
  Hotel Confirmation ID: **************
  Billing amount: USD 1,151.23
  Billed by: Expedia
  Full Refunded on 26 MAY 2024
  
  Expedia Booking Fee
  Billed amount: USD 10.80
  Billed by: Expedia
  Non-refundable
  
  Itinerary: 72818984020637
  WestJet
  Expedia confirmation: 4QMGE5
  Booking amount: ******** CAD
  Billed by: Expedia
  Refunded: ******* CAD
  Charged: 350 CAD as a penalty (According to the airline policy)
  
  ***************, **********
  Hotel Confirmation ID: **************
  Billing amount: ******** CAD
  Billed by: Expedia
  Full Refunded on 26 MAY 2024
  
  We regret to inform **************** that a further refund would not be possible and we assure her that a resolution has been provided based on the findings and keeping the best interest of her.
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  
  ***********************
  Global Traveler Resolutions Team 

  Customer response

  08/22/2024

   
  Complaint: 21987005
  
  I am rejecting this response because:

  my concerns are still not addressed.  You are hiding behind your small print.  I remain out of pocket for a substantial amount of money because I put trust in what your site communicated as a fully refundable trip.  This vacation package was advertised as fully refundable   It was invoiced as a package deal and was marketed as a package deal that was fully refundable.  The marketing including the invoicing is misleading to say the least.   Not once have you addressed this park of my concerns.   Its only when I had to cancel you informed me of the costs and that my package was indeed not fully refundable .  
  

  There remains a discrepancy as to what Expedia has charged me vs what I have received.  You have still not addressed that.   Please address what I have already raised as concerns.   
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a round trip my flight was confirmed ******. I was notified 1 day before the return trip was pending because the price went up i had to pay an additional ****** in order to take the flight after i received the confirmation

  Business response

  07/18/2024

  18 July 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: Expedia Case 03171691
  
  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 *************************** (********) regarding the price change of the flights with Frontier Airlines.
  
  Our records indicate that **************** had confirmed a combined one-way fare traveling from ************ to *************** on 1st July and returning on 5th July. We understand that **************** is requesting the refund of the extra amount paid to the airline.
  
  Upon receiving the complaint, we have reviewed the booking details and found that the price with which the booking was confirmed is the final price. Any additional charges collected by the airline is related to the baggage or seat which was mentioned before and after confirming the reservation. The information is also available on the booking confirmation sent to **************** after the reservation was confirmed.
  
  It is imperative to note that the Expedia don't collect the amount for the purchased baggage or seats on its website. The additional purchase should be confirmed on the airline's website. If **************** has received any official notification reflecting the hike in the price, we request him to please share with us in pdf. or jpg. format for further investigation.
  
  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,
  Rajat
  Global Traveler Resolutions Team

  Customer response

  07/23/2024

   
  I do not accept.   I paid $74 directly to the airline for my added bag.   I paid $102.00 directly to Expedia representative Speed trip and Tour after they paused my flight after the flight was confirmed.  I would like a refund.  Thank you  

  Business response

  08/04/2024

  04 August 2024
  
  Better Business Bureau
  Mid-Western and ************
  Complaints Department
  
  RE: Expedia Case 03171691,
  
  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 rebuttal received from *************************** (********) regarding the extra charge paid for the flights with Frontier Airlines.
  
  Upon receiving the case, we have reviewed the booking details, and it is important to note that the booking with Frontier Airline was confirmed and no further reconfirmation is required. Also, Speed Trip and Tour is not a part of Expedia. As the booking is confirmed by Frontier via Expedia, Speed Trip and Tour cannot interfere or sabotage the reservation. We believe that **************** has been fraudulently charged for the extra amount. We would request him to file chargeback for the charged amount.
  
  The baggage for Frontier airline tickets cannot be paid via Expedia website. The details regarding the baggage were mentioned on the website before and after confirming the reservation. **************** can find the information on the baggage in the confirmation email as well, received by **************** when the booking is confirmed.
  
  As per the findings on the case, we will be unable to refund the claimed amount. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Rajat
  Global Traveler Resolution Team

• 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,
  
  *********************

*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. ↩