ComplaintsforExpedia.com

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 4, 2024 my flight was cancelled from ********* to ****** . Booking number WLR8S3 itirenary **************. They rebook my flight to another airport in ********** without telling me . I call customer service I spoke with a person name ***** and I ask her if that was possible to buy another flight from *** to ****** she said was fine I ask her about if I can get a voucher from the flight from ********** to ****** and the seats ticket that I paid she said no problem you can get the voucher this is a voucher number she gave me this letter BCH678FF and then my husband paid 1294 on July 4 2024 to buy the tickets from ******** to ****** . She said wait 24 hours to get tickets and voucher information . On July 6 I call back again I spoke with ***** again because they charge the credit card but I dont have any new booking or voucher credit . She said wait another 24 hour . On Sunday July 7 we call again she was not in an office I spoke to another person she said wait until Monday . Monday ***** call around 10:45 spoke to my husband to ask we want to flight from *** to ****** my husband confirm that said yes because we already paid for that on July 4. She never mention to charge 687 dollars more she should explain that you can check the conversation She said wait half hour to get the information . Around 11:05 we received a email they charge my bank 687 dollars without our consent we call back immediately to Expedia on July 8 to ask why she did that they said because I should not buy another ticket I lost all the money ,seats everything that I paid from ********** to ****** its not refundable I had to paid a penalty of 687 to switch the ticket to another airport . She was supposed to explain that better and you should check the conversation from July 4 everything she said about voucher that was a reason I bought another ticket to flight from ******** she said I was getting a voucher from the first reservation .Thats not acceptable I lost a lot of money

  

  Business response

  07/22/2024

  Better Business Bureau
  Northwest
  Complaint Department
  
  RE:  Expedia US  Case ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia.com is responding to the consumer complaint from ******************************* (BBB case number ********) regarding his flight booking. We understand ******************************* claims that his flight was canceled and changed to another airport without his authorization. Mr. *************** wanting the refund for ****** USD charged by Expedia, get voucher information, information about his flight and the charge of ******* USD
  
  After further investigation, we found interactions from 4 July 2024 where the traveler contacted Expedia via chat about the changing of airport. This change was without penalty or additional charges, and the traveler agreed with this change. On 8 July 2024, he requested a change via chat once again from ******** to ****** and ****** to New ***** As per airline policies, the change fee was ****** USD plus difference per person, making the total add collect ****** USD. He agreed to the change, and it was completed. We have checked that ****************** had insurance which can be use just once per product, this applied for penalty fee. We will process the refund of ****** USD person total refund amount will be ****** USD to original form of payment **** XXXX-8140 and refund time frame is 7-10 days.
  
  Additionally, we will provide 100 USD One Key Cash as a compensation which can be used directly from Expedia.com on future online payment hotel reservations.
  
  Regarding with voucher information and charge of ******* USD; we checked our records but could not find any interaction with an Expedia agent about being told that they would have a voucher not do we have records of charges for that amount.
  
  We wish to offer a sincere apology for this inconvenience. We have taken your comments into account in order to improve our service so that this type of situation does not happen 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.
  
  *************************
  
  Traveler Global Escalations
  
  Expedia Group
  
  Thanks. 

  Customer response

  07/22/2024

   
  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:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked flight from *** to ****** dated July 20th 2023. The flight was stranded for hours on the runway and returned to terminal and cancelled the air Canada flight. We called Expedia from the airport to ensure that we will receive the refund before heading back back. Expedia ensured that we will receive full amount back. After 48 hours they declined the refund. When called the rep stated it could be a glitch and resubmitted the claim for refund. If was again rejected. Every time I called they said it is airlines policy. Asked me to call the airlines. I did conference call with ****** airlines and learnt that Expedia is has rhe authority and they kept saying it was airline who is not refunding. After 1:40 minutes of conference call with ****** airlines and Expedia rep just disconnects the phone call and doesnt even bother call back to resolve the issue dated July 7th. They have all my info including email and phone. We paid over $4500. Tried calling multiple times but Expedia rep does not want resolve or care. ****** airlines confirmed that Expedia has authority to refund but I have been repeatedly told that airlines needs to refund. I need my money back as it was promised to me when I called. I confirmed the same with expedite rep and she sees all the notes from my call over the period of time. The itinerary number is **************. The customer service is unacceptable. I have been on hour long calls to resolve but was never fruitful in an year.

  

  Business response

  07/18/2024

  18 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 Mr. ************************* (BBB case number ********) regarding a package booking.
  
  Our records indicate ********************** booked a package reservation with an outbound flight with Air Canada and a return flight with ****** Airlines, along with the hotel and car rental reservations. We understand ********************** is requesting a refund due to a flight cancellation done by the  Air Canda Airline.
  
  Upon review, we were able to validate that the refund of the hotel and car rental part was already processed back on July 21, 2023, in the amount of ******* USD back to his **** card ending with XXXX-5532.
  
  As per the investigation, we found that the ticket was under airline control, and on Jul 21, 2023, we have requested ********************** to contact the airline to process the refund for their Air Canada tickets. However, on receipt of this case, we contacted Air Canada requesting a refund and accordingly, Air Canada filled out a refund request form. Also, they have informed that ********************** will get an update within 2 weeks from now. Furthermore, ********************** may contact Air Canada and check the status of the refund request by giving them case reference number (2ZS859). We would like to inform him that refunds are always subject to approval by the airline.
  
  Regarding the ****** Airlines tickets, we also informed ********************** that as per airline policy, the reservation was non-refundable and only future travel credits were eligible, which were already offered on Jul 21, 2023, and was valid until July 8, 2024, which stands now as expired. Also, we contacted ****** Airlines to check for any exceptions regarding extensions on future travel credits or refunds, but they denied the request.
  
  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

  07/20/2024

   
  Complaint: 21960435
  
  I am rejecting this response because:

   

  Upon review, we were able to validate that the refund of the hotel and car rental part was already processed back on July 21, 2023, in the amount of ******* USD back to his **** card ending with XXXX-5532.
  
  [Response] I agree that the amount was refunded.
  
  As per the investigation, we found that the ticket was under airline control, and on Jul 21, 2023, we have requested ********************** to contact the airline to process the refund for their Air Canada tickets. However, on receipt of this case, we contacted Air Canada requesting a refund and accordingly, Air Canada filled out a refund request form. Also, they have informed that ********************** will get an update within 2 weeks from now. Furthermore, ********************** may contact Air Canada and check the status of the refund request by giving them case reference number (2ZS859). We would like to inform him that refunds are always subject to approval by the airline.
  
  [Response] Thank you for addressing the issue. However, I disagree with the assertion that I was instructed to contact Air Canada. You can review the call logs and notes, as well as the emails sent to me. *** attempted to reach out multiple times during this period.
  
  Regarding the ****** Airlines tickets, we also informed ********************** that as per airline policy, the reservation was non-refundable and only future travel credits were eligible, which were already offered on Jul 21, 2023, and was valid until July 8, 2024, which stands now as expired. Also, we contacted ****** Airlines to check for any exceptions regarding extensions on future travel credits or refunds, but they denied the request.
  
  [Response] I also disagree with the assertion above. On July 7th, 2024, I participated in a conference call with representatives from ****** Airlines and Expedia. During the call, I spoke with ********* from ****** Airlines and ***** from Expedia. I kindly request that you review the call logs to verify the details of our conversation. In summary, ****** Airlines confirmed that they do not find any value on their end and are unable to process the refund. They explicitly stated that Expedia is responsible for issuing the refund. After nearly two hours on the call, the Expedia representative abruptly disconnected without attempting to resolve the issue. Meanwhile, the ****** Airlines representative made efforts to contact Expedia, but unfortunately, without success. I urge you to examine the call logs for verification. Due to various reasons, including health conditions, we are unable to travel, and I kindly request a refund to be processed back to my account.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 8, 2024 I searched the online site Expedia.com for a car rental. The option that I selected (the midsized car in the attached picture) clearly stated that the rental cost was $19/day not including taxes and fees. It wasn't until I paid the nonrefundable cost that I was provided a receipt showing the cost to be $32.11/day not including taxes and fees.

  

  Business response

  07/17/2024

  17 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 price fluctuation at the time of booking. 
  
  Our records indicate that the traveler made this booking on 09 July 2024 pick up at ********* ********** on 11 July and return on 14 July 2024 worth ****** USD We understand *************************** is requesting refund of the difference that he saw at the time of booking. 
  
  As Expedia works on live inventory and prices are dynamic in nature, we notice that when **************** was at the payment page it was showing ****** USD and since that price was changed due to which traveler face issue with payment and then later prices were updated. **************** did not notice and ended up booking the reservation for ****** USD. 
  
  Considering loyalty towards the Expedia, refund of difference amount *****USD has been process from our end and refund will reflect in travelers **** card ending with 2315 within 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

  07/17/2024

   
  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 26, 2024 an Expedia representative confirmed the willingness of ITA Airlines to issue a full refund for 3 passengers for a flight that was cancelled. The representative informed me to expect the refund in 7-10 days. The refund was not processed. On June 12 I phoned ITA and confirmed that they have noted an intention to refund but that it must be processed through Expedia. I then phoned Expedia's flight reschedule team again and was told that a team member forgot to process the refund. It was initiated and I received the attached email on June 13 specifying another 7-10 day time frame. On June 28 when no refund was yet received, I again phoned Expedia. The representative told me that the refund had been processed incorrectly and passed me on to a supervisor. She informed me that it was necessary to wait 15 days for the refund to be received and assured me that it would be returned to my credit card by July 5. There is still no refund and on July 8 I phoned again and a representative suggested I call the airline or my bank. I asked to speak to a supervisor and was eventually told that the airline has in fact refunded the money to Expedia and that for sure I will receive the refund in yet another 7-10 days. I received an email saying the refund was processed July 9 and would be received to my credit card within 15 days. Each call involves a hold time of over 1 hour only to be told the same thing.

  Customer response

  07/16/2024

  Greetings.  Regarding complaint ******** filed 7/9/2024 against Expedia, I am writing to let you know that the issue has been resolved.  Today I received the expected refund, 
  Thank you for your support.
  

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Expedia regarding their failure to provide a refund for a flight canceled due to the ******19 pandemic, and their concerning record-keeping practices during this historic global crisis.In February 2020, I purchased a round-trip flight from *********** (LAX) to *********, which was scheduled for March 17, 2020, to March 25, 2020. The flight, booked under the airline Avianca, was canceled because of the pandemic outbreak. Despite my repeated efforts to secure a refund, Expedia has continually evaded their responsibility, encountering significant resistance and mismanagement along the way.My attempts to resolve this issue have been met with inadequate responses from Expedia. Initially, they deflected responsibility to the airline, despite the ticket being sold by Expedia. The airline, in turn, refused the refund, indicating that it was Expedias responsibility since the ticket was purchased through them. Recently, I reached out to Expedia again, only to be informed that they could not find any records of my booking, claiming that older files had been deleted. This is particularly alarming as it suggests a convenient disposal of documents related to a period when numerous refunds should have been processed due to widespread flight cancellations.The record deletion hampers refund efforts and casts doubt on Expedia's commitment to preserving key data amid a global crisis. Given the pandemic's historic scale, it was reasonable to expect extended record retention.I paid $665.25 for the flight, including a $40.00 Flight Protection Plan that was not honored. Given the service was not provided, I seek a full refund of $665.25. All relevant documents, including the purchase confirmation and protection plan details, are attached.Thank you for addressing this issue. I trust your intervention will lead to a fair resolution.

  

  Business response

  07/18/2024

  18 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 flight reservation under itinerary 7523469479262. 
  
  We are sorry to hear that ******************************* flight was cancelled due to the to the ******19 pandemic. According to the screenshot shared, on February 25, 2020, a traveler made a flight reservation traveling from *********** to ********* on March 17, 2020, and returning on March 25, 2020, with ******* Airlines worth ****** USD.
  
  We coordinated with ******* Airline to check the reservation from their end as we do not have data that was 4 years ago, and Airline informed us that they do not have such data from their end as well. However, we went ahead and filled out a form from the airline about this reservation. A traveler might get an update from the airline. Below is the link.
  
  **********************************************************************************;
  
  Please know that Expedia serves as a third-party intermediary for our travel providers, such as ******* Airline, and our customers. As an intermediary, any refund that you may receive must be authorized or issued by the travel provider pursuant to their policies. Since the traveler has contacted us now and Airline does not have data related to the flight, they are not allowing a refund under their policies. We hope travelers can understand that we, as intermediaries, are bound by Airlines policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate your request.
  
  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,
  Jamyang
  Global Traveler Resolutions Team

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/17/24 I used Expedia.com to rent a vehicle from ******** ***** for 4 days. I looked at several options on the Expedia website and finally chose a 7-seater van from Enterprise. After paying for the single car rental, I received an odd online notice about having made two bookings but could not find any further information about the second booking and so just took the message to be an error. I checked my email and only received notification about one car rental and so left the matter at that. When I arrived in ********, ***** I received a phone call from Dollar Rent a car while I was still on the aircraft and assumed that it was from the company that I had rented from. I gave them my credit card information etc. but upon arrival at the airport car rental office realized that the original booking had been made through Expedia with Enterprise Car Rental. At that point I informed Dollar rent a car of the error and cancelled the car with them. They informed me that I would need to contact Expedia for a refund as it was "out of their hands". Unfortunately, after spending the last four to five hours today trying to contact a real person at Expedia, I have concluded that the company has deliberately contrived to make that impossible. At this point I have no other option but to contact BBB and inform them that Expedia is probably the worst company that I have dealt with in several decades, and their phone service is even worse that ***** which held the prior record in my view. I will also contact my credit card to try and get the payment reversed.

  

  Business response

  07/17/2024

  July 17,2024 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE:  Case 03155971
  
  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 addressing the consumer complaint from ******************************* (BBB case number ********) concerning the car rental reservation she booked with Dollar Rent A Car under itinerary **************.
  
  Our records show that ************** made two separate car rental reservations on different dates: one with Enterprise on June 18, 2024 under itinerary **************, and another with Dollar Rent A Car on March 16, 2024 under itinerary **************. Booking confirmations for both reservations were sent to ************** accordingly.
  
  We understand the confusion ************** experienced. Therefore, we contacted Dollar Rent A Car to request a cancellation waiver. We are pleased to inform you that the waiver was granted. Consequently, we have refunded $278.40 for the car rental reservation and, for her satisfaction, an additional $48.00 for the insurance booking under itinerary **************. This refund will be credited to her **** Card ending in XXXX-5005 within 7 to 10 working 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,
  Yash S
  Global Travelers Resolutions Team
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My hotel reservation at ********************** was June 27th Unaware of my sisters schedule, ******* also traveled to ******* on June 28th, used my Expedia account to book her hotel at ************ for June 28th I was then surprised when received check-in greeting email from Expedia on June 28th. So, I called Expedia to cancel her booking. I also found that the booking cancellation confirmation email stated that No refund from this booking cancellation and then spent hours on the phone waiting the representatives acted desperately trying to get the refund from the ***********.Expedia representative told the refund was very difficult because *********** did not want to cancel this reservation which has been proved later it was a lie. Here was why.As upon my sister arrival at *********** and could not check in because it has been long canceled by Expedia.we were at the *********** desperately trying to recover her booking to check her in but Expedia put me on a long hold pretended unable to contact *********** and disconnected the line.Then I got email from Expedia stated that the booking refund effort was unsuccessful because *********** did not want to cancel the booking.The front desk manager told that was not true and further explained in detail 1.*********** and the customer were willing to do either Cancel or NOT to cancel to check the customer ************************* really wanted to cancel the booking and did not want to refund the **************** hotel would never get the payment from Expedia if Expedia insisted canceling the booking.4.*********** finally could get to talk to Expedia and the Expedia decision was .a.Expedia wished to cancel the booking and did not provide the payment to ***********.b.Expedia wished NOT to refund the payment to the customer.So, the *********** manager printed out booking status report proven that it has been canceled by Expedia and further check her in with a new front desk booking with new $399.84 payment.

  

  Business response

  07/16/2024

  16 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 her non-refundable hotel booking at ************ by Marriott.
  
  Our records indicate that ************** contacted our frontline to get this canceled on 28th June'24 and The booking was booked as a non-refundable reservation therefore, no refund was allowed as per the existing policies of hotel.
  
  ************** contacted us later for the refund and we requested the property for the same however, the property denied and chose to stick to heir policies.
  
  Upon receiving this complaint, we contacted the property again for this refund and this time, showed the direct reservation that ************** made with them upon arrival. We're glad to inform that this time, property approved this request and accordingly, we have refunded the entire amount of ****** USD back to ****************** Amex card ending in 1006. She can expect the funds to reflect in her account within 7 business days.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *********************
  Global Traveler Resolutions Team

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund issued just now which should have been done at the first or second call attempts.

  Delta Hotel desperately worked very hard to restore the reservation while Expedia tried very hard not to neither restore the reservation nor provide the refund to the customer from hours on the phone.

  That would be the last time I used Expedia and I wish others should learn from my case.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Subject: Fraud Complaint Against Europcar and Misleading Information by Expedia Dear Expedia Customer Service,I am writing to formally accuse Europcar of fraudulent practices and to address the misleading information provided by Expedia.On July 8th, I rented a vehicle from Europcar in ********, ******************, through Expedia for the period of July 8th to July 22nd. My itinerary number is **************. I also purchased insurance through Expedia.Upon arriving at the airport to pick up the vehicle, I was informed that the insurance I had purchased through Expedia was not valid in the ******************. The Europcar representative at the airport told me that I would need to purchase a new insurance policy for $800 for the 15-day period and provide a $300 deposit. This is in ***** contrast to the $165 I paid for insurance through Expedia.Additionally, the vehicle I had reserved, a ****** Grand Vitara, was no longer available. Europcar attempted to rent me a smaller Chinese-made car while charging me the same rate. When I requested a refund, the representative rudely informed me that I would not get my money back.This experience has been extremely frustrating and feels like a fraudulent practice by Europcar. Moreover, I believe Expedia misled me by offering insurance on their website that was not accepted in the ******************, and by not informing me of the additional $800 insurance fee and $300 deposit required.I request that Expedia investigate this matter and take appropriate actions to address these issues. I also seek a full refund for the amount I paid, including the cost of the insurance purchased through Expedia.Thank you for your prompt attention to this matter.Sincerely, ********************* ************ Charges misleading information , and false advertisement and fraud

  

  Business response

  07/19/2024

  19/07/2024
  
  Better Business Bureau
  E.com - ******, ****** & ******************
  Complaint Department
  
  RE: Expedia.com Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia.com is responding to the consumer complaint from ********************* ******** regarding the insurance, which was purchased from Expedia, but car rental did not approve the insurance.
  
  Our records indicate that **** was having a reservation with us under the itinerary number ************** from 08th of July 2024 22nd of July. We understand **** is requesting for a refund for the extra amount he paid for the insurance which was provided by the rental company.
  
  We are sorry for the trouble which **** experienced. After a thorough review, we found that the car rental company attempted to clarify the insurance policies **** purchased, but he was not receptive. Additionally, we would like to inform **** that the insurances provided through our website are complimentary and offered by our third-party partners. It is explicitly stated within the car rental reservation that the rental company may require their local insurance depending on the location.
  
  Upon requesting a refund from the rental company, they declined to reimburse the insurance cost. However, in recognition of ****'s predicament and his loyalty to Expedia, we have credited 300 One Key Cash to his Expedia account, which he can use for any future reservation. The terms and conditions for One-Key-Cash are available at our website. ************************************************.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Sahib S
  Global Traveler Resolutions Team

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flight for my Dad. He could not make it for those dates so I asked them to change the dates they said they could not change the dates and that I can get credits for the full amount and then rebook the flight. I agreed. Once I got the credits I tried to rebook the flight it kept saying I cannot use the credits. I called them 7/3/24 and they didnt understand why I couldnt use the credits since everything looked right so they gave me an itinerary number and told me I needed to call the actual airline. I did call the airline and was not able to use the credits even though all criteria were met. Theyre now saying that the only flights available are twice as much as what I paid originally paid. I asked for a refund and they told me they cannot refund points. At this point I cant even use the points and Id like a refund of the $560.28.

  

  Business response

  07/17/2024

  July 17, 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 flight reservation.
  
  Our records indicate that on 23 MAY 2024, *********************************** booked a flight reservation to Eureka flying out from ****** on 23 Aug 2024 and return on 23 Aug 2024 with ****** Airlines, under itinerary number ************** and paid $560.28.
  
  Unfortunately, the said reservation was cancelled by *********************************** and the booking amount was held as credit to be used in future.
  
  We understand that *********************************** has requested for the full refund of the credit as she could not redeem this due to the higher fare difference and also due to the issues she faced while redeeming it.
  
  I have contacted the airline seeking authorization to apply full refund as one-time exception considering the reason for refund and was informed that on 15th July24, *********************************** has already applied for the refund over the ****** Airline website and a full refund of $560.28 has been initiated by the airline.
  
  The refund has been initiated towards the card ending in 9949, that was used while booking and the funds will reflect into the account within 7-10 business days, as per the airline.
  
  As a goodwill, I have added One Key Cash worth $50 to the Expedia account of *********************************** for future use and request him to refer to the website for the terms and conditions associated with these.
  
  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

  07/08/2024

  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

*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. ↩