Expedia.com 4200 150 Ave NE
Rdmond, Washington U.S.A.
Expedia.com ripoff Fraudulent Vacation Protection Plan Insurance Redmond Washington
On December 20, 2006 1:48 AM I purchased three vacation packages for a trip on June 25 through July 7 to Rome. Because of complications of making the trip, I needed to speak directly with an agent of Expedia.Com to complete this purchase. It was for three people.
I also purchased the Vacation Protection Plan specifically in case there might be a change due to extenuating circumstances. Which there was regarding one of the passengers. My understanding regarding their advertised Protection Plan is published on their website at:
You can clearly see that the advertised promotion for their Protection Plan states "Total Cost of your Vacation refunded if you cancel or change one time for any reason."
One of the passengers is unable to travel and I called to cancel that individual twice first on December 26 and once again on December 28.
I was told by the supervising agent Shawna Solano that she could not refund the travel expenses for my 36 year old daughter (the passenger who opted to not travel.)
I directed her attention to their own published website which as anyone can clearly see, promises that I can.
She then said that there were rules and restrictions associated with the Vacation Protection Plan that I purchased and that they are to be found as an addendum on the itinerary. None of these rules are described in their promotion page for this plan. Because these were published through one of Expedia's agents, I had no opportunity to review any of these rules which only appeared on the itinerary after it was purchased.
The itinerary was purchased directly with the agent, with the encouragment that I could and would be able to make any future changes but would only be subjected to small incremental fees based on how close to the departure date I made the changes.
Shawna insisted that all their agents are supposed to legally read a script that would explan all the rules and restrictions. He did not do and their rules and restrictions are not included in their promotion page. Further it is illogical to assume that all of these would be recited by an agent over the telephone. He never said that there were rules and restrictions to the plan and the promotion for the plan makes no mention of them.
I accepted the Vacation Protection Plan on good faith based on the information on the published promotion page and the agent's recommendation and assurance that I would be able to make changes.
I subsequently spoke to an agent on December 26 requesting to cancel one of the reservatons. He looked over the hotel accomodations and he and I decided that it would cost more to make any changes. He said that he could not refund my flight money but that I would receive the $1567.39 from Berkeley Insurance by calling in a request to 1-800-954-4734. I called them and they said they would send an Email so I could formally make my request. I have to date received no notification from this company. They also followed that I MIGHT hear back from them within 4 to 6 weeks!
The Expedia Agent then suggested that i call American Airlines directly. I refused to do that for obvious reason that I already was led to believe that I had a Vacation Protection Plan and it is Expedia's responsible to honor it.
I simply want to be refunded the $1547.30 for the one passenger. They said I could cancel the entire flight AND forfeit all three flight costs because these were sold as special promotion prices and are non-refundable.
For your information the itinerary number is 1182768922XXX.
Complaints to the California and Federal department of consumer affairs submitted December 28, 2006.
Ben Lomond, California
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