ComplaintsforExpedia.ca

• Initial Complaint

  08/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Itinerary # *************I purchased a flight ticket through Expedia while living in the *******, ******* area (******). It was paid for by a credit card, over the phone. The flight, departing ******* for ********* (01 08 21) was to be with Air Transat was and was cancelled. After numerous conversations with Expedia and Air Transat it was clear that Air Transat was dealing with a Force Majeure situation (their words) and that no refunds would be made. While the printed news and televised news were explaining that this could not happen as it was illegal and that people were getting refunds, I wasn't going to get super upset due to the effect of the pandemic and cancelled flights the norm. However I was guaranteed by Air Transat that I would have a credit for the value of the ticket $297 that would not expire.Last week I tried to use the credit on a flight offer they were making and the process informed me I needed yet another code. Upon contacting the Air Transat customer Service informed ******************** pays. Nope!

  Customer response

  09/21/2021

  Re: BBB Complaint Case# *******
  ********************* <********************>
  Aug 22, 2021, 6:53 PM
  to me
  Dear **************,
  The itinerary is #
  I will attempt following the *************************************************************************** link though it seems to lead into BBB chat rooms, so I send you this reply. It is a difficult situation where each conversation seems to offer differing and diametrically opposite information from the booking company and the flight company. When last I spoke to an agent from Expedia they claimed that the booking could be made through them, though no code could be provided so thus no online booking.
  I will just sum up and say them having my money for eight months and then insisting that I book a trip with them seems illegal, yet I am not now purchasing tickets so that might be a matter not likely to turn up any easy answers.
  ************************************

  Customer response

  09/21/2021

  Itinerary # *************
  
  this was missing info.
  ********************
  ************
  
  
  
  Re: H36313739**38313831H Complaint Case# ******* (Ref#**-11**529-*******-3-9110)
  
  
  Sep 21 at 12:28 PM
  PrintRaw message
  
  
  *********************** <********************************************>
  
  To: ********************* <********************>
  
  
  
  
  
  
  Hello *****,
  
  
  
  
  Unfortunately there is no Itinerary Number included in your email.
  
  
  
  
  H36313739**38313831H has clicked on and tested the link; *************************************************************************** in your email and it results in opening your H36313739**38313831H case file.
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  ***********************
  
  Complaint Administrator
  
  
  
  
  Better Business Bureau ***********************
  
  903 - ************************************************************** 3W5
  
  p: *********************
  
  
  
  
  f: ************
  

  Customer response

  10/14/2021

  Due to the time involved in processing the complaint there is one question i have. If either company contacts me at this point can I continue trying to resolve the matter with them, or do you have a policy where I would personally stop attempting to get the credit until its been solved or furthered by BBB?
  
  I will accept a call or text from either company until I have heard to do differently, or I will try to purchase a flight if one becomes available to a place at a time I wish to finding at that time again whether I am able to discuss the matter with the current representative.
  
  Respectfully,
  
  ************************************

  Business response

  02/24/2023

  Dear Better Business Bureau, 
  
  It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below. 
  
  Our traveler support team was able to resolve the travelers issue as the ticket was voided with the airlines therefore no charge should have been completed.
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Kind regards, 
  ******************
  Traveler Service Resolutions Team

  Customer response

  03/01/2023

  Hi what I cannot understand is that I thought that this issue was resolved where Expedia has agreed they owe me approximately $298 - perhaps the original complaint was furthered when I tries to use the credit and at that point is wasnt being made available to me and therefore could not purchase a ticket then.

  What they seem to be saying us that they agree that they owe me the money. That I agree with and accept however I wasnt thinking about spending the money in the next few days where I was infirmes about a year ago or more that there was no expiry to this refund. Now if you are informing me that this isnt so and that I must buy a certain sort of ticket within a certain time for use from a particular date to another than I would fund it extremely helpful if that was made clear so that I might use said money before any (no expiry date) refund could expire.

   

  To conclude my exasperation when I read the email the other day was due to I've been waiting for what seems a year for a reaponse about another matter where a 'new credit card company has over charged a card they issued me in the store the day I signed up. The issue can be summarized as computer (cash machine in store errors with card plus variius rates charged instead of the promises discount. I retained the receipts, took photos of them and sent them to the credit card company with the cashier name the level if the activity, time and amount of time it took place and they sent it ti their collection agency. So with every proof needed made available and discussed in store and letter, email I now am faced with getting calls forever from collection agency. I have devoted my entire answering message to the matter and they cannot find it them to leave a message.

   

  So, I wont really know how easy it will be until I am purchasing travel tickets yet I agree that I have a credit and have been nade aware about a a year ago it's $298 or so and being handled through Expedia (a reversal of earlier understanding where the other airline wiuld pay but that was made clear not happening in time.

   

  Thank you for your email. If you need more info please don't hesitate to ask and then I can email you right away.

  Customer response

  08/23/2023

  the information regarding the flight cancellation and re-booking, though was sufficient before and allowed BBB's arranging the conversations to finally be lining up where with every date and itinerary number Expedia was in agreement that I was due a credit, that the credit was for the value of the original ticket, and that there wasn't going to be any expiry date applying. About this you can be certain I asked repeatedly, however now the issue as handled by Expedia phone representative is that I must provide the 01 06 itinerary info and that though I would never in a hundred years erase this info that I am now going through everything to again find this. So in brief, I have now tried to book a flight with Expedia to use the credit on 9 occasions with ho success. First this was done in a somewhat casual manner where I attempted to book tickets online based upon 'deals', and then I had a mind to take a flight out of the province on a short trip, yet my failure to provide a voucher code (at the end of the booking process) or to repeat again old information that had been long established would lead to the ticket or tickets not being booked. At this time I am hoping to use the credit and purchase one flight (whereas before I might have attempted a stop-over or connecting flight to visit an area and of course pay extra fees as they were incurred. At this point I have spent so much time on this matter that I would like to make my arrangements and put the matter behind me as fast as possible, whereas today you see years are passing, success was reached, followed of course in the re-instigation of denial.

  Customer response

  08/26/2023

  The cancelled flight was 01 08, not 01 06, ( my flight which I paid for again must be from 10th)

   

  The itinerary info

  7550823559685

  -

   

  Price summary
  One-way flight
  1 traveller CA $200.00
  Taxes & fees CA $96.20
  
  
  
  
  
  
  
  
  
  
  
  
  Total CA $296.20
  Unless and otherwise specified, rates are quoted in ******** dollars.
  View receipt
  Traveller details
  *************************************** SOUCH (Adult)
  View all ticketing details
  ******* (***) to ********* (***)
  Air Transat 932 7:15 PM *******, ** (***-*******************.) to *********, ** (***-**************.)
  Airline confirmation: NHRDJO (Air Transat)
  
  Economy / Coach (V)
  Fri, Jan 8, 7:15 PM - 9:35 PM
  5h 20m flight duration
  

  The notification of cancellation:

  
  Passenger(s): SOUCH/***************************************
  Expedia.ca Itinerary Number: 7550823559685
  Air Transat Confirmation Code: NHRDJO
  
  Air Transat Changed Your Flight Details
  We need your response. Please call us.
  Air Transat notified us that they made significant changes to your itinerary. These changes will not show on your Expedia.ca itinerary until we speak to you.
  
  Please call us immediately to discuss the airline's available options, which may be limited.
  
  
  Expedia.ca Customer Support
  **********

   

  "     Your cancelled items
  
  Cancelled
  *******, ** to *********, **
  Departs ** Fri, Jan 8 at 7:15 p.m.
  Air. *******, ** to *********, **. Departs ** Fri, Jan 8 at 7:15 p.m.     "

   

  
  I am ready to use the credit and purchase a new ticket.  I need info about a code or voucher # to do this online it has been stated yet that is as far as I have been through booking online and my preference is talk with an agent however that isn't as important as getting the refund / refund code.

  
  

  it seems BBB has :

  ******************** as my email. please inform me of updates.

  thx
  

   

   

  Business response

  09/01/2023

  Hello Better Business Bureau,
  
  Due to the traveler's continued dissatisfaction, the case has been thoroughly reviewed again.
  
  We apologize to our traveler for any confusion or difficulty with reaching a resolution.
  
  I understand the traveler would like code or voucher number for a credit.
  
  This flight was cancelled, and the traveler was never billed therefore on our end we have no flight credit voucher to give the traveler.
  
  Regrettably, our findings remain the same and we are unable to issue any code or voucher number .
  
  We recommend the traveler to follow up with checking with their financial institution otherwise to contact the Air Transat directly. As we are no longer able to service this ticket since it has been voided in our system with no charge.
  
  Thank you for allowing us another chance to review this case.
  
  Kind regards,
  ******************************** Service Resolutions Team
  

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attachments for Itinerary number.Sept 2020 wehad reservations for a hotel in ****** called the *******************, Santorini. The reservations were through Expedia and because of Covid cancellation we received notification that we would be given vouchers for the full amount of the 2 hotel rooms that we booked. Upon rebooking this year for September 2021 it was noted that only one voucher was released to our account. The amount of that voucher was for the cost of one room. The other voucher had not been released. I have been attempting to contact Expedia and explain this to get it resolved sinceJune 2021. To date I have received numerous promises that Expedia would resolve the problem and release the money I have also been told on several occasions that a manager would call me. I myself have called the hotel and they've told me the issue lies with Expedia. Today I have not received any phone calls from any managers nor has my $1900 been returned. Reservation number *************

  Business response

  02/27/2023

  Dear Better Business Bureau,
  
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.
  
  Our traveler support team was able to obtain approval for a refund in the amount of ******** CAD on August, 17 2021. 
  
  We would like to offer our apologies for any inconvenience this may have caused the customer. 
   
  As a refund has been issued, there is no further action required from our side. 
   
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
   
  Kind regards, 
  

  **************
  Traveler Resolutions Team
  

  
  

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased two Air Canada tickets through Expedia (*************), and could not finish the trip. Then I cancelled it just two days after purchasing it. I contacted Air Canada, and being informed by Air Canada that I can get the full refund, the only thing is I have to pay $100 processing fee to get the refund. Air Canada asked me to contact Expedia to get the refund. I double-checked with Air Canada several times that Expedia has full excess to the ticket and is able to issue the refund. The only thing I need to do is to call Expedia to get the refund. However, when I contacted Expedia, the agent refused to issue the refund for no reason. At the same time, Expedia agents refused to talk to Air Canada representative about the issue.

  Business response

  02/21/2023

  20th Feb 2023
  
  Better Business Bureau
  Mid-Western and Central ****
  Complaint Department
  
  RE: Expedia.ca Case # ******
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.
  Expedia is responding to the consumer complaint from Mr.**************** ********************* case number ******** ) regarding a flight booking . We understand Mr. **************** is requesting a refund.

  
  Upon further research, we are unable to locate an Expedia.ca account related to Mr. ******* Zeng complaint. We respectfully request that Mr.******* provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr. ******* concerns.
  

  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolution Team

• Initial Complaint

  08/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *********************** Passenger 1: Sept 9-Sept 24 - ************** Passenger 2: Sept 9-Oct 1 - ************** Passenger 3: Sept 19-Oct1 - ************** We booked 3 economy standard tickets from ******* to *******, with luggage, seat selection, and date changes included. Upon confirmation and payment, our tickets were switched to economy light, meaning our bags (etc) were no longer covered. You can imagine our shock and anger when finding out that the baggage fees alone were over $500 round trip, which should have been included! We even have screen shots and a screen recording replicating our entire booking process, which show what what we booked and paid for. Yet after two weeks of countless calls and emails, they refuse to validate the evidence and acknowledge their error. It appears to be an intentional scheme where they are exploiting the fact that customers won't have images detailing exactly what they booked, making it near impossible to prove.We have additional screen shots and screen recording. Can provide if needed.

  Customer response

  08/12/2021

  The issues have been with 3 bookings with the following itinerary numbers.
  
  Passenger 1: Sept 9-Sept 24 - 72137174830231
  Passenger 2: Sept 9-Oct 1 - 72137510236497
  Passenger 3: Sept 19-Oct1 - 72137525839860
  
  I have a screen recording of the entire booking process, which shows that economy standard tickets are purchased, but shortly after payment they're switched to economy light. I have some banking information in the video, so I don't want to include in this general form as it could be unsafe. I have detailed screen shots, and replications of the booking process that show the issue was ongoing even after we booked.
  Interestingly enough, they claim there is no issue, yet the flights have been removed from the Expedia website. However, Air France is still offering those exact same flights (flight 351).
  

  Customer response

  08/12/2021

  *********************************
  12:32 PM
  Hi ******,
  Yes we have paid Expedia in full.

  Customer response

  08/12/2021

  *********************************
  1:16 PM
  to me
  The credit card used for payment is under my husbands name, **********************************
  --------------------------------------------------
  *********************************
  1:12 PM
  to me
  My apologies, my husband and I bank together. Payment is under his name, **********************************
  
  

  Customer response

  08/12/2021

  *********************************
  2:25 PM
  to me
  Yes, that is correct!

  Business response

  02/23/2023

  Feb 23, 2023
  
  Better Business Bureau
  Mid-Western and Central ****
  Complaint Department
  RE: Expedia for TD BBB Case ********
  
  Dear Better Business Bureau,  
  
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.  
  
  Our traveler support team was able to verify a discrepancy between *************************************** booking and the confirmed tickets regarding his seat selection and baggage, **************** had paid extra for the seat selection and baggage that should have been included on his tickets. After validating the discrepancy and collecting the receipts from **************** multiple refunds were processed for the total value of C$447.65 to his original form of payment, the resolution was shared with ************************ on the 4th of January 2022.
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Kind regards, 
  Traveler Service Resolutions Team

• Initial Complaint

  08/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am super angry with the situation happen to me and my family. Our itinerary *************. Case number: S-April129202. Airline conf: LKUXDW Our flight was booked through Expedia.ca was originally cancelled by westjet and I am been talking with Expedia since Feb, 2021 for refund. On April 4, one agent from Expedia finally helped me talked with ******* agent named *** and got verbal approval and signed waiver for refund. Told me have to wait for 3 month to get everything processed. I waited for 3 month and phoned in the beginning of the July to check the status. Expedia said they don't know what's going on and will help me get manager to investigate into it and ask me wait for another month. I waited and phoned back this morning Aug 7th, 2021. I talked with two agents and both lost the connection on me and no one phone me back.I did talk with ******* manager and ask for refund yesterday. They said i have to deal with expedia since our original booking was booked through expedia

  Business response

  04/17/2023

  17th April 2023
   
  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 with ******* Airlines.  
   
  Our records indicate that on 28th Dec 2019 **** made a flight reservation with ******* Airlines. We understand **** is requesting a refund. 
  
  I am sorry to hear about the difficulties they had to face to get the refund. I can understand that the flight was canceled by the airline and **** was supposed to get a refund against the cancellation.
  
  Please know that I have shared the call back number with **** in order to take the card details to process a refund of CAD *******. One of my team members will assist them in processing a refund of CAD ******* which can take up to 7 business days to reflect in their account.
   
  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, 
  *************************
  Corporate Correspondence Team 

  Customer response

  04/18/2023

   
  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

  08/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ************** A part of our return flight bought on June 19 and scheduled for August 4 from ***** to ****** and ****** to ******** August 5 was cancelled since July 24, but we have never been notified. During the check-in in *****, the check-in agent told us the flight leaving ****** to ******** looked cancelled as he wasn't able to see any information about it. We were very surprised as we have never been notified about any changes or cancellation. We called Expedia, an agent told us the same thing. They were not able to see any information about this flight and asked to buy a new one. This was on the 4th of August around 12pm. The Expedia agent told us to take the flight from ***** to ****** as the check-in was done, buy a new fight from ******, and Expedia will deal with the reimbursement! We did that and we have also called Air Canada. Air Canada Said, that flight from ****** to ******** was cancelled since June 24th and Expedia was supposed to contact us to make an arrangement. Never done!!

  Customer response

  10/05/2021

  I have been reimbursed by AirCanada for the ticket we have partly used. So we got *******CAD back for the flight cancelled by AirCanada from ****** to ********. However, we still have no news for the complain we have made to Expedia about being forced to buy a new ticket ourselves while we have never got a notice about the cancelled ticket.

  Customer response

  10/12/2021

  I do not understand why this complain was closed? If you read the information I have posted you will understand that one issue in the complain was resolved while the other one is still pending. Please reopen it as we have no news about the ticket we have been forced to pay from our pocket by Expedia!

  Business response

  03/10/2023

  Mar 10, 2023
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  RE: Expedia for TD BBB Case ********
  
  Dear Better Business Bureau,  
  
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.  
  
  Our traveler support team were able to verify that ******************************* was notified of the schedule change prior to departure; however, the customer did not contact our **************** Team to accept the new flights and the exchange was not completed, the customer was responsible for contacting ******************** to process the ticket exchange. As a result, upon checking in for the last leg of his trip from ****** to ********,the airline denied him boarding as he did not have a seat booked on the flight.The unused flight from ****** to ******** was refunded after we obtained approval from Air Canada and the customer was refunded a total of C$1,077.48.
  
  As the customer did not contact us to process the exchange, we cannot refund the alternative ticket booked, the outcome was shared directly with the customer.
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Kind Regards,
  ******
  Global Traveler Resolutions Team

  Customer response

  03/13/2023

  Complaint: 17948485
  
  I am rejecting this response because: 
  
  I have no trace of Expedia contacting me before my departure from ****** to *****. No email, no phone call, no message left in my voicemail, no SMS! During our 2 weeks in Dakar, I was reachable by email, but again not trace!
  
  I can prove that from phone carrier history ****** mobile) or from my email records and I told them that many times when I contacted them directly or even in this complaint! They are saying, "Our traveler support team were able to verify that **************** was notified of the schedule change prior to departure...", but how? When? Can they prove it? Why didn't they leave a message? Why not email me? It's clear in their reply here that they are being evasive to avoid the responsibilities of their customer service! why not providing the proof that you contacted me before I travel from ****** to *****! This is what I have been fighting for since 2021! Share the legit proof with BBB that you called my phone number and left a message before July 23, 2021 or share an email you sent to my mailbox about changing the ticket before August 4, 2021; and the case will be closed! Simple!
  
  Expedia, stop lying or share the proofs!
  Sincerely,
  ***********************************

  Business response

  03/23/2023

  March 23, 2023
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  Rebuttal case 17948485
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia for TD regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia for TD is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia for TD is responding to the rebuttal from ******************************* (BBB case number 17948485)regarding his flight schedule change.
  
  We have reviewed our records and confirmed that 5 emails were sent regarding the flight changes done by Air Canada for Mr. ******** trip prior to departure and for this reason we cannot honor the refund request.
  
  A copy has been sent to ****************** via our internal tool for security purposes.
  
  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

  03/24/2023

  
  Complaint: 17948485
  
  I am rejecting this response because:
  
  Yesterday, **************** from Expedia sent a PDF document to my personal email address they have in their system! That document contains what they named "the schedule change notifications sent regarding your flight changes by Air Canada.".
  I opened it and it contains 5 email like notifications allegedly sent between June 23rd 2021 and July 23rd 2021. Like any regular email, each of these email like notifications clearly shows in their headers:
  
  - the date-time it was allegedly sent (labeled: Sent); and
  
  - the reason (labeled: Subject) such as "IMPORTANT ALERT: Lufthansa has made changes to your flight. Please respond!". 
  
  However, this document does not contain any destinator (To, Dest, Sent to)!! This is not a valid proof that you sent me (to my email address) the notifications about these cancelations. The body of these alleged notifications contains my name, but why it doesn't show my email as the destination or anywhere else in the **** Where were these notifications sent?

  There is no email addresses in the entire document you sent me! It make sense now why I never received them! So why are you saying I was notified, while there were no destinator address in your email history/schedule?? 5 at different dates, it's very difficult to miss! If this information is coming from your notification system history, you should have had my email address in the header as you have the "sent" date and the "subject"!
  
  I addition, the flight itinerary we booked in that time was from ****** to ********! Why your alleged notifications in this PDF also contains a flight from ****** to ********* and Frankfort to ********? Doesn't make sense!
  Do you actually have legit and genuine proofs? I doubt it! And I am not surprised why in your reply here you only wrote "were sent", but where? Why is it so difficult for you to admit that your people or your system had some issues and didn't send me any notifications!
  
  
  Sincerely,
  
  ***********************************

  Business response

  04/03/2023

  April 3, 2023
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  Rebuttal case ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia for TD regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia for TD is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia for TD is responding to the rebuttal from ******************************* (BBB case number ********) regarding his flight schedule change.
  
  We have verified the emails forwarded to ****************** were sent successfully to the email address associated with his account on the following dates (2021-07-23 - 2021-07-09 - 2021-06-28 - 2021-06-24 -2021-06-23) and a copy of the emails are available to him. As a result, we will not be offering a refund.
  
  Regarding the notification including an additional flight,the information sent to ****************** reflected the changes performed by the carrier.
  
  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

*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. ↩