ComplaintsforExpedia.com

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Expedia offers a price match guarantee. I tried to submit a price match request on 7/6/24 as outlined here: ******************************************************** However, the link did not work and I got a message stating "Apologies, something went wrong on our end. Please try again." So I contacted customer support via Chat. They stated to clear cache and try again. I did that and tried to complete the form on 2 other devices - I kept getting the same error message. I contacted Expedia again via chat on 7/7/24 regarding the same issue. I found the stay for $718.14 on Agoda and when I booked on Expedia it was $861.84 for the same room and same duration of stay. The agent would not complete the price match request manually for me even though I provided screenshots that show the online link on Expedia's website is broken. Expedia is not holding up on their price match guarantee by knowingly having an issue with the price match request form links and then not resolving it via chat. I also requested an email to send the necessary information to and was told by an agent there is no email. My stay should be price adjusted under Expedia's Price Match Guarentee.

  

  Business response

  07/10/2024

  10 July 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: Expedia Case 03145744
  
  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 match request for the booking confirmed with **************************
  
  Our records indicate that ****************** had confirmed a reservation with ************************* checking in on 12 Jul 2024 for 3 nights. We understand that ****************** reached out to us for the price match request against the reservation confirmed with *****.
  
  Upon receiving the complaint, we have reviewed the case details as well as the attachment shared. We are sorry for the experience you had with the website while filling the Price Match claim. We have highlighted the issue to our internal team for immediate rectification of the issue.
  
  We have also reviewed the chat history and found that ****************** had confirmed a reservation with ***** as well and shared the booking confirmation over the chat. The booking confirmation of ***** reflects that the breakfast is not included in the room. Whereas the reservation confirmed within Expedia does have breakfast included for 2 people.
  
  We can price match exact itinerary matches, including property name and location, room type, rate plan, occupancy, cancellation policy, and the exact same dates of travel as when the Price Guarantee Eligible Booking was made. Also, please note that in a pay later reservation, OneKey cash is issued to the registered account equivalent to the price difference. For more Terms and conditions related to Price Match please visit the link ************************************************.
  
  Despite your recent experience, as an offer of good faith, we have provided your online Expedia account with 30 USD OneKey Cash valid towards the future purchase of eligible pay now hotels, vacation rentals, activities, car and rentals across Expedia, Hotels.com, and Vrbo. 
  
  OneKey Cash won't expire if you make an eligible booking at least once within 18 months. OneKey Cash received through offers and promotions may have different expiration dates. You can find more information regarding expiration dates on your rewards activity page.
  
  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

  07/12/2024

   
  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.
  
  Thank you

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/5/24 we arrived in ********** to stay at the **********************. We paid $250 for the room. When we arrived the hotel was partially condemned, there was a construction fence surrounding it, it was dilapidated, there was no lobby, no way into the property, and it was next to a barbed wire fence that housed the *************************************. Every humans worst nightmare. I immediately called Expedia.com, as we had arrived and could not stay at the hotel (**********************). ****** helped us to cancel and then to find another room. But we were charged an extra $326 because we were booking the same day! The only reason was because of the false advertising that the first place we booked was a hotel. We paid the additional 2x over our original hotel price so that we had a place to stay with a child that evening. Total was $576 for a ***********. When we got the bill from the *********** their price was no where near $576 (invoice attached). Expedia.com falsely advertised a property as a hotel and then took an extra $326 from us. We request a full refund for the false advertising and the stress of arriving at a scary dilapidated building next to a correctional facility.

  

  Business response

  07/12/2024

   

  July 13, 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 hotel reservation under itinerary number **************. We understand ********************** is seeking a refund for her reservation.
  
  We reviewed our records and it appears that ********************** booked a reservation earlier at the ********************** but upon arrival, she found that the property was a boarded-up building, under construction that looked scary. She contacted our support team and they provided her with an alternative stay at the ********************** but charged an additional ****** USD. The refund will be processed to her original card in 7-10 business days.
  
  Further, I apologize that ********************** had to go through this situation and I have refunded the amount she had to pay as a difference for the alternate reservation. Please note that we have escalated this to our internal team to review the case and make the necessary changes to the property details on our website.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Global Travel Resolutions Team

  Customer response

  07/12/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Confirmation: EXP-X-********* Expedia Itinerary: ************** The reservation was at ******, ******* between 6/16/24 6/18/24. Per reservation confirmation and Expedia website, the 1 bedroom apartment reserved was supposed to have desk, laptop workspace, separate bathtub and shower, hypo allergic bedding and queen ******* apartment received did not have a desk, laptop workspace, separate bathtub and shower, hypo allergic bedding and queen **** It had a full-size **** See below for pictures with measurement. The air condition did not work. Had dirty towels. Kitchen accessories were missing. Carpet had blood and urine stains. Kitchen was extremely dirty. Toaster was ***** and hadnt been cleaned years. Blender was dirty. Stovetop was dirty. Shelves had insects from rotten breadcrumbs. Vent hood had grease and never changed. I need a full refund for the stay. Of Expedia denies the refund, I will ne disputing the full amount with my credit card. Consumer right allows me to receive a full refund upon chargeback.

  

  Business response

  07/09/2024

  9th July 2024
  
  Better Business Bureau 
  E.com - ******, ****** & ******************
  
  Complaint Department
  
  RE: Expedia Case # 03145701
  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 hotel reservation at ************************ 
  
  Our records indicate that ******* is requesting a refund for the reservation due to the property not being up to the expected standards. 

  We have reviewed the case and processed a full refund for the amount of ****** USD to *******'s original form of payment.

  The amount will reflect on the card in 7-10 business days.

  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

  07/09/2024

   
  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a hotel through Expedia. It was advertised to be cleanly and in a safe area. Upon arrival there were homeless encampments all over the parking lot and entry drive with people smoking stuff off of tin foil openly. When I entered my room it smelled like a dozen homeless people had lived in it for the past year and I almost vomit. Just glancing in the door it was obvious that the bed spread was torn and stained, the mattress was completely sunken in, the chair was torn and covered in piles of dust and dirt, the end tables were chewed away and and smeared all over the top. I had booked this room less than 20min before checking in. I immediately walked out of the room without even setting anything down- it was the grossest room and building I had ever stepped into. I went to the front desk and told the guy I cant stay there, its disgusting and unsafe. He said Expedia requires him to keep one nights pay. That is theft. I contacted Expedia and they said they cant refund me the one night. Horrible customer service, false advertising, rude employees on the phone, waited more than 45min off and on different calls. Expedia need to back their product, service, and recommended bookings. I have booked dozens of times with Expedia and have never required any interaction with Expedia for any issues, and this is how they treated me for my first issue ever, awful! I want Expedia to back their service, as they advertise they do. I want to be fully refunded for this trap house they tried sending me to. And this hotel should be removed from their site and app.

  

  Business response

  07/09/2024

  09 July 2024
  
  Better Business Bureau,
  ******, ****** & *******************
  Complaints Department
  
  RE: Expedia Case 03145695
  
  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 refund of the cancellation penalty charged by the property.
  
  Our records indicate that ****************** had confirmed a reservation with Travelers Inn Medford checking in in on 5 Jul 2024 for 3 nights. We understand that ****************** had to cancel the property as he didn't like the quality of the property and the room provided.
  
  Upon receiving the complaint, we have reviewed the case details and found that we had connected with the property for the refund of the booking; however, they have imposed a one-night cancellation penalty. After much deliberation with the property, they chose to stick with the decision shared with us.
  
  However, despite your recent, as an offer of good faith, we have provided your online Expedia account with ****** USD OneKey Cash valid towards the future purchase of eligible pay now hotels, vacation rentals, activities, car and rentals across Expedia, Hotels.com, and Vrbo. 
  
  OneKey Cash won't expire if you make an eligible booking at least once within 18 months. OneKey Cash received through offers and promotions may have different expiration dates. You can find more information regarding expiration dates on your rewards activity page.
  
  We would also advise ****************** to visit the Guest Review section on Expedia and Trip advisor before confirming the reservation to avoid similar situation in future. We regret your experience was not as we would have hoped, and any subsequent inconvenience caused. We have noted ********************** feedback in our ongoing effort to improve the customer experience. His comments will be forwarded to the appropriate department to utilize for further training and improvements in our and property services.
  
  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

  07/09/2024

   
  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 would advise Expedia to better vet properties that are recommended to their customers on their behalf. **************** trying to trap a customer into staying at a property that is unsafe and unsanitary is appalling.

  I do thank the BBB for aiding in an acceptable resolution of this matter.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 28, 2024, I made a purchase throught Klarna for Expedia.com for a car rental for Dollar car rental. Expedia did not disclose the debit card policy for dollar in any of the correspondence. Upon arrival on July 2, 2024, I was informed that I could not rent using my debit card if I did not have a return flight booked since this was an airport location. In speaking with the rental attendant who also spoke with expedia.com and explained that they know that they do not inform the customer of their policy and they needed to refund because services could not be rendered. I have requested a refund and been denied although I never received a car, and I had to find another rental company hours before departure of my trip.

  

  Business response

  07/09/2024

  July 09, 2024, 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 3145688
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com 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 Ms. *********************** wants a full refund for his past dated car reservation.
  
  Upon investigation we found that, Ms. ***** booked a car reservation with Dollar Car rental. The pick-up was scheduled on July 02, 2024, from ******************************************************************************************************************************************, & drop-off on July 07, 2024. 
  
  The terms & conditions regarding the pick-up for this car rental have been provided in the booking confirmation email under mandatory, local insurance requirements section. However, the car rental has been approved the full refund of ****** USD. In order to completed this refund transaction from Expedia, an email (Steps) has been shared on Ms. ****** registered email associated, with her Expedia account. 
  
  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

  07/09/2024

   
  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 my mom flight from ****** to ************ for July 5 to July 7flth. The last on myyom was wrong, I called yo request to make name correction, but they want to charge $100 for name correction. And they cancelled my mom's flight and no refund. I called them, they said that my they can refund myom previous flight but I have to buy her a new ticket which cost $1300 for 3 people. My previous flight was $360 for 3 people. They do this purposely to get me to buy a new tickets. Someone has to looking into this issue. They booked with Frontier Airline, I tried numerous times to called but all I got was the chat and it kept going know where for me to get help. My first time dealing with Frontier Airline. No human customer ********************. I am beyond mad mad with these two companies.Thank you.Bopha Thank you.

  

  Business response

  07/06/2024

  6 July 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia 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 a flight reservation.
  
  Our records indicate that ************ booked a roundtrip reservation with ******** Airlines from ****** to ************. We understand ************ is requesting a refund because the airline agent cancelled her reservation instead of doing the name correction.
  
  Upon review, we validated the booking confirmation, which indicates that tickets are nonrefundable & nontransferable, and name changes are not allowed. Also, we have contacted ******** Airlines to investigate the cancellation, and they informed us that the reservation was cancelled through the website voluntarily from the traveler's end.
  
  However, we asked the airline for a refund as an exception, but they have denied our refund request by stating that their policies are nonrefundable. Since ************ has travel insurance purchased in addition to the reservation, we advise her to get in touch with Generali and submit a claim for the refund. 
  
  Here is the contact number and email address of the insurance provider (GENERALI).  Please note that the refunds will be subject to approval as per the insurance provider's terms & conditions. 
  Phone Number: **************, **************, *********************************************************** 
  Policy Number: 24174X034R
  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

  07/06/2024

   
  Complaint: 21943438
  
  I am rejecting this response because: Expedia agent should have given me the Insurance information and should have helped me to file for the close to get my refund back as I first dealt with them. I wouldn't had filed the claim here. But instead they tried to sell me higher price for  $1200 for all three travelers. If I agreed to that price , then they will request the refund for me from the first booking.. Who in the right would pay that price...in within an hour of the conversation with their agent. 

  Now I have to spend more time and frustration dealing with the insurance company. I am not satisfied until I get my refund.

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Expedia charged me for 4 night stay at a hotel which only provided a 2 night stay to me.

  

  Business response

  07/04/2024

  July 05, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03129624
  
   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 Mr. ************************* (BBB case number ********) regarding the refund for 2 nights. 
  
  Our records indicate on June 11, 2024, ************** booked a hotel reservation under itinerary ************** at ************* & Suites by *********************************************** for- 2 Adults. 
  
  Upon receiving your request, we investigated and contacted the property to understand the situation and secure a waiver. However, we discovered that ************** violated the hotels policy by leaving his dog unattended in his room. Unfortunately, Mr. ****** dog was continuously barking, disturbing other guests. Despite notifying ************** about the situation, no action was taken. Since ************** had signed the pet agreement form, this constituted a breach of hotel policy, and he was asked to leave the property. As a result, Unfortunately, we are unable to accommodate Mr. ****** refund request due to the breach of our hotels policy regarding pet agreements

  We thank you for allowing us the opportunity to address the issues that were 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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made hotel reservations on the Expedia app on June 10. I cancelled on June 11. My booking showed up under the Cancelled bookings in my account. I cancelled several bookings this way on the same date. One hotel then charged me for no show for 3 rooms. I called the hotel and they said they never received a cancellation from Expedia so they would not refund me. I have contacted Expedia and they refused to refund me any money because they did not send me a confirmation email for that particular booking, even though the booking was cancelled on the app. Had the cancellation not gone through, as Expedia claims, the booking would not have been moved to my cancelled bookings and I would have seen that. I cancelled on June 11 and I had until June 26 to cancel with no penalty. I could have cancelled numerous times had I known it didnt go through, I did not question it because it showed as a cancelled booking on the Expedia app. I feel that they purposely didnt send a confirmation email but showed it as cancelled. Otherwise I would have noticed and had the opportunity to submit the cancellation again. Expedia claims that the bookings were cancelled on June 29 & 30. There would be no reason for me to cancel them after the reservation dates.

  

  Business response

  07/06/2024

  July 6, 2024
   
  Better Business Bureau  
  ******, ****** & ******************
  Complaint Department
   
  RE: Expedia Case # SF- 03124497
   
  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 reservation. 
   
  We understand ****************** is seeking refund of the hotel reservations for Super 8 by ******************** South booked under itineraries ************** and 72851769442070.

  Upon receiving this complaint, reviewed our records pertaining to **************** reservations and found that the reservations were cancelled after the checkin dates. According to reservations policies, if traveler fail to check-in for this reservation, or if you cancel or change this reservation after check-in, *** incur penalty charges at the discretion of the hotel of up to 100% of the booking value. Regrettably, we are unable to accommodate **************** request for a 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.
   
  Regards,
  ***************
  Global Traveler Resolutions Team
  Expedia.com

  
  

  Customer response

  07/06/2024

   
  Complaint: 21934811
  
  I am rejecting this response because:
    The reservation was cancelled on the Expedia app and Expedia is the responsible party for not confirming the cancellation with the hotel. The hotel is not responsible for the refund, Expedia is responsible for correcting their mistake. This is very poor customer service and clearly ******************** takes no responsibility for the problem existing between their mobile app and the actions that should have taken place to confirm the cancellation on June 11 with the hotel. It was clearly cancelled correctly on the app on June 11 and continued to show cancelled up until June 26th, the last time I checked on the app to assure that all reservations were cancelled except the one at Main Stays where we stayed that weekend.
  Sincerely,
  
  ***********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monterey Fireplace Inn took my money and refused to help me change a booking that I made by mistake. I was trying to book a room for my mom and add it to an existing booking 1 month from now. Online I entered the wrong date by mistake. The minute I realized my mistake I called the hotel. They said they couldnt help me and told me to call the online booking platform, which I did. The booking platform called the hotel to get authorization to change it and the hotel refused even though they told me to call. I called the hotel back and they told me that they wouldnt change it and continued to keep my money. They were also rude and very unhelpful in the process. Making a stressful situation more difficult

  

  Business response

  06/25/2024

  The complaint was filed during the time of old ownership , we took over the business from May1st , 2024 as a new owner.

  Since the check in date was Mar 07 to March 08,2024 , we were not the owing the property at that time .

  Online platform is also aware about ,that we are only responsible for the reservations and past due which happened from May 1st, 2024 .

   

  For any other questions you can email us on *************************** .

   

  Regards

   

   

   

  Customer response

  06/25/2024

   
  Complaint: 21399864
  
  I am rejecting this response because: I feel its still your responsibility to make it right as you are assuming the business and its reputation. I would either like I credit for a room for one night or a refund of my money as well as an apology as the new owner of the business for the treatment I received. Passing it on as not your problem does not meet customer service expectations and leads me to believe you will not be a better owner than the last one. 
  
  Sincerely,
  
  *******************

  

  Business response

  07/02/2024

  Since you had made the reservation through third party and third party has old owner's

  information , they can help you to get your refund through the previous owner.

  Since old owner has took your commission from third party , he is the one  who can

  provide you a refund .

  We do not want to give the refund, that we never even took it .

  Third party is also aware about changing the new ownership .And they have old owner's

  information so they can directly reach out to you for the refund on behalf of you .

  Thank you .

  

  Business response

  07/04/2024

  4th Jul 2024,

  Better Business Bureau
  Expedia - ******,****** & ******************
  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 Ms. **** *********************** ******** regarding itinerary number 72776784417618.

  Our records show that ************** booked a one-night stay at the ********************** and paid USD ***** for this booking. During the booking process, she did not notice that she had entered the wrong dates. She intended to book for the month of April, but mistakenly made the reservation for March 7, 2024. Upon realizing the error,************** contacted the property, which in turn directed her to Expedia. The frontline agent reached out to the property to request a waiver, but it was denied.

  After reviewing the query with BBB, ************** made a 'pay now' booking for March 7, 2024. She attempted to contact the property for amendments but was redirected to the frontline team. Subsequently, when the frontline team reached out to the property, they were denied. I have also inquired with the property about initiating a refund, but this request was also denied.

  Im sorry for the trouble ************** had faced. As a token of our appreciation for your continued patronage, we have added 72 USD in One Key Cash to your account.This amount is now available for your use on upcoming travel reservations. For the terms and conditions of One Key Cash, please visit the following link.: ************************************************.

  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
  
  

  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip through expedia and it said free cancellation until two days before the trip. it failed to include that air fare was not apart of the free cancellation part and will not give me my money back. they direct me to american airlines who has a different refund policy but they dont make it clear what the return policy is for each product separately.

  

  Business response

  07/04/2024

  4th July 2024
  
  Better Business Bureau 
  Complaint Department
  
  RE: Expedia Case # 03124483
  
  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 package reservation booked under Expedia Itinerary 72750465019097.
  
  Our records indicate that **************** booked a hotel that was refundable, but the flights purchased were booked as basic economy fares which are non-changeable and non-refundable.

  This was visible to Mr. ****** while booking the flights
  As per policies we will not be able to process a refund for this reservation.

  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,
  ***** Gautam 
  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. ↩