ComplaintsforExpedia.com

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a ticket from Expedia on January 31st, 2024 to fly on the airlines WestJet from *** to ******. Due to some extenuating circumstances I had to cancel my ticket. I received credit to use and given one year to book again. The only time I can rebook is November but the paramters of using the credit from Expedia are as follows per the agent I spoke with:1.Rebook should be in the same airlines policy 2.The passenger should be be same as original.3.Ticket value should remain the same as coupons.4.Origin and destination should remain the same.I met all these parameters when i tried to book the exact ticket in ******** 2024 but it turns out Westjet does not fly to ****** from *** again until April 2025- which is after my credit expires. Expedia refuses to work with me on this issue and have been going to them through many agents and supervisors but no one can help.

  

  Business response

  07/18/2024

  18 July 2024,
  
  Better Business Bureau
  ******, ******, and ******************
  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 flight credits.
  
  Our records indicate that on January 31st, the traveler booked a one-way flight with Westjet Airline under itinerary #**************. We understand ****************** is requesting to use the credits for preferred dates.
  
  Upon investigation, we have determined that ****************** self-canceled the flight booking via the website. As per the airline's policy, flight tickets are non-refundable upon cancellation. These rules were shared with ****************** at the time of booking.
  
  Following the cancellation, the airline issued flight credits worth ****** USD, with change fees of 100 USD. These credits can be used by ****************** for the same airline and are valid for reissue and travel until January 31, 2025. Please note that airlines set their own change and cancellation policies and fee amounts. Expedia collects these fees on behalf of the airline. We determined that on July 10, **************** reissued the one-way flight from ********* to ********* via ******* for travel dates on November 24 with help of Expedia representative.
  
  Airline fares are dynamic in nature. We understand that ****************** has noticed a lower price for a new booking on the Expedia site. This is because discounted rates are often displayed for new bookings. Since the Expedia representative was performing changes for the existing flight with the fare difference and the change fees, different fares were displayed for ****************** and the representative.
  
  Furthermore, we have checked with the airline regarding the ************* to ****** flight after October 2024. Due to the airline's rules and regulations, they have paused travel for that route until April 26, 2025. We are sorry for the hassle faced due to these airline rules. As an intermediary between travelers and airlines, Expedia Group does not have control over the airline's schedule.
  
  Additionally, we have added 25 USD worth of OneKey Cash to ********************** account. ****************** can check the rules and conditions here:
  
  **************************************************
  
  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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip in march for 2 people and it was an inclusive trip and I had until April 7th to cancel and due to unfortunate circumstances I had to cancel and I started the process on April 1st and called them back on April 4th to follow up and then again on April 7th , now on the 2nd when I called they told me the trip was canceled and in the 4th they told me oh no I only canceled the flight not the hotel and I argued why they would do that when I booked an all inclusive trip and after going back and forth on the 7th ( because I had till midnight) they kept saying oh its the hotels fault not theres that I didnt get reimbursed.. so at this point Expedia has done everything possible to not help and s**** me out of hotel fees of ****** and I just dont understand why this had to be so difficult and want to do this to me.. and they lied and said on the 8th I called to cancel and according to my emails it started on the 1st of April and the manager in the email told me I should be all set why did things change when it came to the hotel booking its an ALL INCLUSIVE TRIP also I cant download this many papers to my phone but I can fax it to someone

  

  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 Ms. *********************** (BBB case number ********) regarding her package booking. 
  
  Upon receiving the query from BBB, we tried tracking the booking details with the information available in the complaint but could not validate the booking. We request ****************** to share the itinerary number and the email address used at the time of booking, 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
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thought I was buying liability coverage but it was collision only which I didn't need. I cancelled the reservation immediately to get rid of it because they would not let me cancel the insurance. They still charged me insurance on a supposedly refundable car that I didn't rent!

  

  Business response

  07/23/2024

  July 23, 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 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 refund.
  
  Our records indicate that on July 10, 2024, ************** booked a pay-later agency car reservation at ****, from 10 Jul 2024 to 17 Jul 2024, along with trip protection, under itinerary **************. We understand that she has requested a refund of the insurance.
  
  We are sorry for the disappointment may have caused to **************. Upon research, we found that the insurance amount of USD 80 was never charged to **************, it was just an authorization and according to our records on July 10, 2024, it was released back to her original mode of payment, a **** card ending with XXX-9321. Therefore, we request that ************** contact her bank to have the funds released if there is a failed authorization. Here is the reference ID: ********* of the released authorization. 
  
  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

  07/23/2024

   
  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

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have attached a detailed description of my claim against Expedia and Sixt Car Rental. I previously filed against Sixt Car Rental (********) but am now expanding it to include Expedia because it was the statement that on their receipt that led me to cancel in the first place and they refuse to acknowledge that fact in over 4 responses to my complaint always pointing the finger at Sixt instead.

  

  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 Mr. ********************* (BBB case number ********) regarding his car rental booking. According to our records, on 19th June 2024, ************ made a car rental booking with Sixt for 6 days starting from 25th July24, itinerary reference **************. ************ canceled the reservation same day but a cancellation fee of $100 used deducted from the total amount.
  
  We understand that ************ seeks the cancellation fee to be refunded as he was informed at the time of booking that the cancellation is free until the pick up date.
  
  Upon investigating the details, we have processed the refund of $100 to ************** card used at the time of booking. The refund would reflect in the account within 7 to 10 business days. Furthermore, considering the troubles he had, we have also $50 OneKey cash to his Expedia account as compensation. The terms and conditions of the OneKey cash can be found at this 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.
  
  Regards,
  ***********************
  Global Traveler Resolutions Team
  
  

  Customer response

  07/19/2024

   
  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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 22, I paid $415.86 for a classic double room at the ******************. The hotel is not near a town that is walkable, and I didn't have a car. For extras, the hotel had a breakfast option of $18 and a breakfast/dinner option for $93. (In other words, the dinner cost is $75.) I thought that if I did not choose dinner, I would not have a dinner option at all. Upon arrival -- and before check-in -- I saw the menu by the entrance. It was a la carte, and there is in fact no dinner plan. The hotel had no way of accounting for the cost of $75 and told me that I can order and pay any "overage." I pointed out the lack of transparency -- suppose I wanted to buy only French fries? The hotel is absorbing the $75 twice for two dinners (at a total cost of $150) with no dinner plans that actually exist and zero transparency. I immediately called Expedia -- having still not yet checked in -- and the agent heard my grievance and said he'd work on the refund, with my hotel's agreement that I would receive the refund and pay out of pocket for the two dinners. Because of this joint agreement, I proceeded to check into this hotel and then for each of the two dinners I had at this hotel I paid out of pocket. When I followed up, Expedia refused to give me the refund, citing documents that the company itself generated to me. Contrary to how the hotel room was marketed, with the breakfast and dinner options broken down, Expedia's invoice fails to break down these items after payment. The prices for the meals also fluctuate, as do the prices for the rooms themselves. I cannot reverse-engineer the precise price breakdown of my room with the meal breakdowns, but for another room that day, I found the same price breakdown: $18 for breakfast; $93 for breakfast-dinner. Expedia claimed that the hotel did not agree. I forwarded to Expedia two emails from the hotel with the receptionist identifying herself as the person who handled my stay and agreed for the dinner fees to be waived.

  

  Business response

  07/17/2024

  July 18, 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 from our traveler. We appreciate the Better Business Bureau (BBB) allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from ******************************* (BBB case number ********) regarding a hotel amenity refund. 
  
  We are sorry for the experience ************ had to face and here is how we are making it right. We have refunded an amount of ****** USD to the original form of payment and should reflect in your account within 7- 10 business days. I want to assure you that this is not the kind of experience we want our travelers to have. We always want our travelers to have a good travel experience. We value **************** feedback and constantly working to make travel better. 
  
  Therefore, please be assured that I have shared **************** feedback with our hotel's team to take the necessary steps to prevent similar instance for our future travelers.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team
  

  
  

  Customer response

  07/17/2024

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

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was travelling with my family to ***** and ******** in Jul 2023. I had purchased my flight tickets through Expedia. Just before travel my husband had a medical illness and i reached out to ******** but accidently was connected to travel company "Skyroutez for upgrading my husband's ticket to business class . Theysaid they could upgrade my ticket, took my credit card info and sent email of receipt. When we reach airport we learn that my husband's ticket has been cancelled. When I called Skyroutez, they said on their end ticket is valid. I called expedia and expedia said that my ticket was cancelled by someone who provided them my phone number and itinerary number(both I had provided to skyroutez to get the upgrade and receipt) and the person who called, gave them a differnt email that was on file.Consequently I never got notification that my husband;s ticket was cancelled by Skyroutez without my permission. I had to leave my sick husband in ******* and spend over 5000$ to buy new ticket for him.I have since called both Expedia and skyroutez multiple times asking for refund with no avail. Skyroutez says they never cancelled.Expedia has recording of the conversation when ticket was cancelled, but they are not relesing it to me despite asking for it multiple times. Also they are not willing to accept that they made mistake in cancelling my ticket, and never informing me of the same.I am requesting full refund of my tickets (5500)that i had to purchase second time to bring my husband home. I am also requesting compensation for emotional stress that my family had to face in leaving my sick husband alone in *****. Lastly I need to see that Skyroutez does not play hookie with another customer again. ******************** needs to provide me full refund of my expenses for letting an unauthorized individual cancel my ticket, breach my privacy and let anyone make cahnges to my account. I am attaching receipts from Skyroutez and expedia.

  

  Business response

  07/18/2024

  18 Jul 24
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: BBB Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ********************* for Itinerary(s) ************** regarding a refund request for the newly purchased flights at the airport due the original one being canceled by Expedia.
  
  Our records indicate that this reservation was booked on 03rd March'23 to travel on 15th Jul'23 from ************ to ***********. Somebody named **** contacted Expedia on behalf of ************** contacted on 29th June'23 and asked for upgrade. Our frontline agent advised to cancel and rebook as the business class wasn't available at that point of time. The caller went ahead for cancelation. Penalty for cancelation was deducted and rest of the amount was refunded to original Form of Payment.
  
  Expedia follows security verification before entertaining any request from the callers however, since ************** provided their personal booking details to the caller, he was able to pass the security verification of Expedia and frontline could work on the request.
  
  Please note that Expedia group strictly advise its customers to never share their personal or booking details to anyone. For next time onwards, we request ************** to always contact us at *****-(********).
  
  We regret to inform that we are unable to refund in this matter as we followed our complete security procedure before taking the cancelation request. As for the call recordings, we have requested our privacy team to provide her with the transcripts and ************** is requested to wait for the email from our Privacy team.
  
  Additionally, we value ****************** long-**************** with us and considering that we have added One Key Cash worth 300 USD to ****************** Expedia account that can be used while booking future reservations with us. Further terms and conditions can be found within her account.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *********************
  Global Traveler Resolutions Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/ *****, This is *****************, I Purchased Expedia.com Flight Ticket and Hotel 7th July night time, 9:30pm $993.18 . Suddenly I have somthing family problem coming, so I called them 9th July Morning 8:30 am Expedia.com and tell them can you cancell my flight ticket and Hotel please. They are cancel my Air ticket and Hotel but they are paid only my Hotel charge . They don't give me my ************** charge $572.40. I talk to them already 9th July ***** Morning time 8;30 am. They are said after 24 hours already passed we cannot give you Flight Charge $572.40. My Flight time JFK to ******** July 22nd, 2024 and Back to ******** to *** July 26th, 2024. My **************** confirmation no. ISSUVNU and Expedia.com booking confirmation no 4A92BK. I need a my Flight charge return money back please. My total Flight charge $572.40. Try to my problem solve as soon as possible please.

  

  Business response

  07/19/2024

  19th 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 ********************* 21966070 regarding her package. We understand ********** is requesting for refund for USD 572.40.

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

  If you have any further questions or concerns regarding this matter, please feel free to contact us.

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

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During Hurricane *****, this company allowed bookings to hotel rooms that were not in service and now refusing to refund the money. I have made several attempts to reach out and no one has answered or responded. The one agent I spoke to "promised" to escalate the issue but I've heard nothing from anyone. I paid money for a room that was not available in the aftermath of a HURRICANE. This is unethical and unscrupulous to consumers.

  

  Business response

  07/13/2024

  13 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 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.
  
  Our records indicate that ************ booked a hotel reservation with Sonesta Essential ******* Westchase. We understand ************ is requesting a refund because the hotel did not honor the reservation.
  
  Upon review, we understand the hassle this may cause ************ during the check-in time. We reached out to the hotel, and they confirmed that due to Hurricane *****, there was no electricity on that day.  As a result, we have processed the refund of ****** USD on July 10, 2024, back to her **** card, ending with XXXX-5133, and it will reflect in her account within 5 to 7 business days.

  Also, we found that OneKeyCash was also added to her Expedia account, worth ***** USD. Further terms & conditions for OneKeyCash can be found in her Expedia 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,
  ***********************
  Global Traveler Resolutions Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a 3 night stay on 7-4-2024 to 7-7-2024 and we drove 8 hours to check in and once we got there we had to wait 10 min for someone to finally come and help us and then we checked in went to the room and unloaded our belongings we then tried to turned the tv on and it was not working so I went to front desk and explained the tv was not working and the clerk ******* said oh they didn't tell you that tv hasn't worked in over 2 weeks we are waiting for parts, i said well we cant stay in the room without a tv she said well we don't have any other rooms and we said well we are not staying here without a tv so if you are not moving us we are leaving so we took a video of the tv not working and grabbed our belongings and told them we are leaving and want a refund they said no so we called the police to make a report indicating that we left and the tv not working so we would have proof. we then went to another hotel and finished out trip.

  

  Business response

  07/23/2024

  July 23, 2024, 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 3160823
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  We understand that *************************************** is seeking a full refund for her past-dated hotel reservation booked with Pine Mountain Ski & Golf Resort. 
  
  Upon investigation we found that, Ms. ****** booked a three-night hotel reservation at **********************; *************************************************************************************************************************. The check-in was scheduled on July 04, 2024, & check-out on July 07, 2024.
  
  We understand that Ms. ******* experience during the stay was not up to the ***** Therefore, the full refund of ****** USD has been processed in her **** card ending with XXXX-8974. This transaction reference number *********************** can be used to locate the funds from Ms. ******* ************** institution. Also, we have taken a note for the shared instance by Ms. ****** & we will share the feedback with the relevant team to prevent such instances in future. 
  
  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

  07/23/2024

   
  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel stay through Expedia Group for the **************************** arriving July 5-6, 2024. I was charged $****** by Expedia, of which $667.01 was for the estimated room charge and $251.88 was for service fees. Upon arriving at the hotel, my actual room charge by ******** was $254.32. I called Expedia to request resolution of the amount I was overcharged for the room but was denied a refund. The confirmation from Expedia clearly states it was an estimated room charge. I was charged the full ******. I am seeking a refund of $412.69 which is the amount actually charged for the room. I am not seeking a refund of the service fees, which are in and of themselves high and I want to note the amount of those as a warning for other consumers.

  

  Business response

  07/17/2024

  07 Feb 23
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: BBB Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia group regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia group is responding to the consumer complaint from ************************* (BBB case number ********) regarding a hotel reservation. We understand ****************** is requesting refund of the overcharged amount
  
  Upon further research, we are unable to locate an Expedia group account related to ****************** complaint. We respectfully request that ****************** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ********************** concerns.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *********************
  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. ↩