Expedia Canada Reviews (98)
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I booked a hotel (***) in June 2018 which then had to be cancelled. I was sent email confirmation as I cancelled within the allowable timeframe in order to receive full refund of charges. However, instead the *** end hotel proceeded to charge me. For 2 years I reached out to Expedia and both them and the manager and *** end confirmed I was entitled to the refund and that I would receive it. Instead, just today, 2 years later, I was informed by the Expedia that the hotel has refused the refund. So the 20 hours of speaking to them over the last 2 years was all a hoax, and they are allowed to just charge me for no legitimate reason. And Expedia personnel will do nothing for me, not even give me a credit. Needless to say I am *** and will continue using other booking services.
On Feb 2019 we purchased 5 tickets Itin: XXXXXXXXXXXXX
This flight was booked by my son *** in FEB 2020 from Vancouver Canada to Omaha USA for Thu, May 14 - Sun, May 17 and was cancelled due to COVID-19.
Itinerary #
XXXXXXXXXXXXX
Confirmation
*** (***)
*** (***)
Ticket #
*** (***)
*** (***)
*** (***)
*** (***)
*** (***)
The entire amount of CA $4,546.05 charged to my (***) credit card and I have been paying interest for it since Feb 2019 until now (Aug 2020).
We have requested both EXPEDIA and *** (the flight was a *** flight) to refund us. But, they ignore us and have provided us a credit which is useless since nobody is travelling or even plan on travelling anytime soon (US to CANADA borders are closed and this trip was for a wedding which has been canceled due to COVID-19).
At this point, I am filing this complaint to ask you to help us refund our money back. We have been financially effected by COVID-19 and these VISA interest payments are badly effecting our family.
Expedia has sold us these tickets,charged my *** and took our money. Now the flight has been cancelled due to COVID-19. This is not our fault and instead of refunding they are using our money as a loan which they are planning to give back as a credit for future plans that will never take place.
Please help us
Regards
Full Refund
August 21, 2020
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number XXXXXXX regarding a refund for 4,546.03 CAD.
Our records indicate that on February 16, 2020, Mr. or an authorized user of the Expedia account booked a five roundtrip flights on +*** departing on May 14, 2020 from Vancouver, BC, Canada to Omaha, NE, returning on May 17, 2020, via XXXXXXXXXXXXX.
We can confirm on April 28, 2020, the customer called in requesting to cancel due to COVID-19 and wanted to get a full refund. Our representative advised the cancellation is not refundable and a future travel credit applies per ***'s policy. Our representative sent an email to *** asking if they would refund the customer since he does not want a credit. *** replied and advised, "As a result of the coronavirus COVID-19 situation, *** is not processing refunds to original form of payment at this time. *** 838 air tickets booked via GDS and *** Agent will remain as open/unused tickets for future travel. This includes all existing tickets and any new tickets issued." Expedia emailed the customer advising *** denied the refund request. The customer replied and advised he wanted a refund and wanted Expedia to stop referring him to *** since he purchased the tickets from Expedia. Expedia replied advising we must adhere to the airlines policy. The customer replied with his displeasure.
From May 11, 2020 through August 3, 2020, there have been numerous calls from the customer and email communications between the customer and Expedia regarding the customer request for a refund instead of the credit. Expedia has advised the customer on numerous occasions that *** denied the refund and has stated a credit is applicable. The customer sent Expedia an email with a notice of cancellation from Consumer Protection BC and stated that *** must refund the entire amount. Expedia replied advising a refund request has been sent to ***. The customer sent another email asking Expedia to resent the email to ***.
After further review on August 21, 2020, Expedia reviewed the account and the documentation on the *** account. The customer initially requested for a refund and *** denied the refund and advised a credit applied. Expedia submitted the refund request via *** electronic system and has the record noted for a follow up on August 31, 2020. Since *** was the merchant of record and has their policies regarding cancelling Expedia must adhere to their policy unless they advised otherwise. Re-submission of the refund request does not speed up the *** response or process due to the pandemic. The customer can contact our Customer Service Department at XXX-XXX-XXXX and checked the status of the request after August 31, 2020.
Please note that Expedia serves as a third-party intermediary with travel providers such hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
In May 2020 I was promised a full refund from *** Airline through expedia for a flight cancellation initiated by *** Airline. (Toronto to Rome - june 28 2020 - return july 11 - 2 tickets $2,577.36 total - booked on *** credit card.
On July 9th email from Expedia say they are issuing a credit only - not a refund
July 21 -called to notify that people travelling on same flight booked through expedia received a full refund for this return flight . Expedia representative called *** and confirmed that we may get a full refund due to people on same flight getting one.
July 27th - follow with Expedia and was told *** had changed their policy and were offering an ailrline credit only.
EU law requires airlines to give full refund ??
I would like a full refund for the 2 airline tickets on this Expedia Itinerary XXXXXXXXXXXXX *** confirmation
August 20, 2020
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number XXXXXXX regarding a refund for 2,577.36 CAD.
Our records indicate that on October 5, 2019, Mr. or an authorized user of the Expedia account booked a two combined one way flights on *** departing on June 27, 2020 from Toronto, ON, Canada to Rome, Italy and returning on July 11, 2020, with the Cancellation Plan via itinerary XXXXXXXXXXXXX.
We can confirm on May 18, 2020, the customer called to get a refund. Our representative advised the refund was being submitted.
From July 2, 2020 through August 14, 2020, the
customer called for an update on the refund request. Expedia advised the customer on each occasion the status. August 14, 2020, our representative advised the customer there had been delay in the process and advised the refund was being submitted.
After further review on August 20, 2020, Expedia verified the details of the reservation and that the airline processed two refunds for $1288.68 on August 14, 2020 to card ending 7863. Since *** processed the charge, they'll determine the refund timeline. If you have questions, we'd recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the refund request. Thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
It is very interesting that during a pandemic, Expedia does nothing for the customers, and nothing to alleviate any stress that they may have. ***
I certainly hope that Expedia realizes that one day this pandemic will be over, but people will not forget about how they were treated. I will never book with Expedia again.
Due to a death in the family I cancelled a *** flight On March 6 2020 *** Guest Services n March 6 2020 *** approved a full credit without penalty. They provided refund codes and recommended I contact Expedia as they were the booking sgent. I contacted Expedia two weeks ago and they told me to contact *** beven though I paid the price of the ticket to Expedia. I want my refund.
Thanks
Full refund without penalty.
August 17, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: E-XXXXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number XXXXXXX) regarding a flight reservation. We understand Mr. is requesting a full refund due to extenuating circumstances.
Our records indicate that on June 16, 2019, Mr., or an authorized user of her Expedia account, self-booked a combined one-way fare reservation using Expedia's website, under itinerary XXXXXXXXXXXXX for two travelers. Departure on *** Airlines from Ottawa, ON, Canada, to Vancouver, BC, Canada on October 9, 2019 and returning on *** October 16, 2019 and travel to the *** with Garden Patio.
When researching this matter we were able to verify that on July 12, 2020, Mr. called to request for a refund due to a death in the family. We contacted *** and was advised that the tickets had expired and the refund was denied. *** advised us that Mr. need to contact them directly to see if they will allow a future travel credit. We've worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.
While we regret that Mr. experience was not as we would have hoped, we have resolved 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,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
In the response to Revdex.com xpedia xpedia Canada did not acknowledge that *** authorized them to process a full refund without penalty. As stated in my prior correspondence *** provided all of the credit codes for the refund. In addition Expedia had from March 6 to March 17 2020 to process the full refund as requested. Instead no action was taken. I find this unbelievable.
Sincerely
We have taken many trips that we booked through Expedia. All have gone well, but a recent set of experiences has caused me to decide that I will NEVER book with Expedia again. If anything goes wrong, you will receive terrible customer service and all employees have clearly been instructed to do as little as possible to solve customer problems.
Called expedia.ca to rebook flights using a voucher from a previously canceled trip. Took seven hours speaking with a variety of agents, being cut off and having to await a call back. *** to about policy (other agents later offered the same service that previous agents said was not possible). Thought my ordeal with Expedia was over. WRONG! They did not inform me that the outbound flight I had rebooked was canceled. Fortunately I called the airline a couple days before travel to confirm wheelchair service. Otherwise we would have arrived at the airport without a flight. Called Expedia again. Took two hours to be told that it would cost $900 more than what both Expedia and the airline were advertising. Ended up booking the flight myself directly with the airline. Wrote a complaint to Expedia. Quickly received a response asking that I call customer service to discuss compensation - provided with a case number and asked to speak with a higher department. Two hours later when I questioned the meager $200 coupon they were offering the offer was withdrawn and I was told they would do nothing.
Our family has been using Expedia for many years... and is currently having the WORST EXPERIENCE EVER ....
NOT ONLY has Expedia been selling an INVALID package of connecting flights (from Toronto to Taiwan to Shanghai, while Taiwan publicly announced in June that they DON'T allow connecting flights to China), their customer service agents have also been immensely not helpful, insisting they cannot give full refund to me for their invalid ticket!!
... and that I have to absorb the cancellation penalty fee for the FAULTY PRODUCT they are selling!!!
My mother is very sick in Shanghai (hence my emergency trip)... and yet I've been wasting my time and money with Expedia...
Although Expedia is very helpful in taking your money and booking you for any and all travel related needs once something happens, they walk away claiming that you have to contact whom ever you booked (ie destination hotel). They claim that they cannot do anything once confirmation has been received by you. So....if your flight/hotel is cancelled/changed expedia will NOT help you. They will NOT refund your money.. ***! The customer service "supervisor" admitted the expedia does not give refunds.
I've been contacting Expedia since March 12 to get a refund for a flight. I could not get any resolution or anyone to respond in a timely manner. This morning I've been on the phone for two hours. *** at corporate head office promised me a refund on the phone which the call was recorded this morning. Then he emailed after ten minutes and said I wouldn't get a refund after researching further. ***. I was promised a refund. Now I've called back and this is my 7th call this morning and customer service keeps transferring me, disconnecting the call, putting me on hold etc etc etc. I'm getting the run around even AFTER they told me I was getting a refund. This is ridiculous and I've contacted them since March 12 on *** and on the phone. I have the initials and names and dates and screenshots of everyone who "helped me" as you can see they are sending me internary information for flights that I DID NOT BOOK. Columbia, Florida. I was travelling from Bali to Australia. These people have the worst service and they are telling me I can't get a refund on not only my ticket but OTHER tickets that I DID NOT BOOK
Refund to my credit card
August 12, 2020
Revdex.com
Mid-Western and Central Ohio
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number XXXXXXX regarding a refund for 257.18CAD.
Our records indicate that on December 17, 2020, Ms. or an authorized user of the Expedia account booked a one way flight on *** departing on May 29, 2020 from Denpasar, Indonesia to Melbourne, VIC, Australia via itinerary XXXXXXXXXXXXX.
We can confirm on March 9, 2020, the customer called to cancel. Our representative advised the normal cancellation policy applied. The customer request to speak with a Supervisor. The Supervisor review the fight reservation and determined the original rules of the fare do not allow a credit. The ticket was non-refundable, if it's not used it will be a loss of value. The airline left documentation on the record advising the customer could cancel and rebook within a year of original issuance date of booking. The airline would waive the penalty, the customer would be responsible for any increase in cost of new fare. Our representative advised the customer to continue to check in with the airline for an update on the travel advisory. The ticket is non-refundable and no future travel credit, customer can change for XXXXXXXidr. *** offered an exception to the future travel credit. The customer is seeking a refund and the airline is not offering.
On June 25, 2020, the customer called in requesting a refund. She then requested a Supervisor. Expedia emailed the customer advising *** is only offering airline credits for cancelled flights on tickets that are non-refundable.
After further review on August 12, 2020, Expedia verified the details of the reservation and *** exception to their policy. The customer must contact our Customer Service Department prior to one year from the original date of issue (December 17, 2020) to have the ticket reissue. *** advised the ticket can be reissued with a future travel credit; customer will pay any increase in new fare. Ticket and exception are of no value if ticket is not exchange prior to December 17, 2020.
Please note that Expedia serves as a third-party intermediary with travel providers such hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the refund request. Thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told I could receive a refund On a recorded and I absolutely did NOT ever request to cancel.
On Thu, June 11, I allowed Expedia.ca to charge my *** for my ticket with *** for $650. They already have $350 for my canceled return back in March, so this is a price difference. Their website says that a customer shouldn't be charged for a new ticket if the flight was cancelled by the airline, but not this time obviously. Later in the evening, they called me to tell me that my ticket will cost $828, so I said you can charge my *** but first, please remove the previous charge, to which they agreed. They didn't do that but instead charged my *** for both amounts and posted two new pending charges, now removed. They assured me, when I called to find out what's going on, that because of this 'accounting error,' they will only charge me $650 for my ticket, and will return to my *** $828 within three days. A week later, both charges are still there. ***. I never before paid any amount directly to Expedia when I booked a ticket with any carrier, *** (and they admitted when I confronted them over the phone that it was a 'mistake'.) I asked my bank to investigate and charge it back to my credit card. I'll see how it goes.
My wife and I and 3 children were going to stay 3 nights in Niagara falls. With covid 19 coming in late April,I called to cancel a trip March 16-19th. I gave more than a week notice. I did have a non-refundable ticket but a global pandemic should Trump this. As I said I gave plenty of notice and even called the hotel. The hotel had no problem refunding but because it was through Expedia they told me to call them. At Expedia they wouldn't have any of it. I mean again a global pandemic!!! Are you joking me. I called but they said because I deactivated my account they couldn't help me. I paid over 500 dollars cad. It shows on my credit card, I have verification and the itinerary number. I tried to call back. 1 time over an hour then it hangs up. I called back again and after longer than 1 your I still never got a hold of manager. So I was out 500, 3 days work. Brutal!!
I think in light of a global pandemic they should refund or at the very least give credit to people scared of traveling during covid. Pretty scary to bring 3 kids, as we want to keep them safe.
Dear Revdex.com,
It has been my pleasure to assist with Case #XXXXXXX. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on March 10, 2020 for arrival on March 16, 2020 and departure on March 19, 2020. At the time of booking, the customer agreed to the following cancellation policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Our customer care has attempted to obtain a penalty waiver for this booking, however, they have been unable to do so. The non-refundable policy has been imposed.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
As an additional courtesy, I have reached out to the property to also ask for a penalty.
Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can't proceed with a refund for this booking.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
We booked our trip to Honolulu Hawaii for May 11 to May 14th and it was cancelled because of Covid-19. Expedia sent me an email telling me about flight credit with *** and also the hotel credit. They refused to refund my money when I am not the one who cancelled this trip. As per Expedia, they cannot refund my money because airline and hotel charged them already. I have no issues with Airline credit other than the (credit expiry date) because Airline did charge Expedia money. But Expedia is lying about the hotel. I called the hotel personally and they told me that they closed their resort on April 23rd and hence they DID NOT charge any money for my reservation to Expedia and the also hotel did not issue any voucher for me. ***. When Expedia did not pay a single penny to hotel for my reservation, How can they keep my money??? why are they not refunding my money back when they did not incur any charges for hotel. I am only asking for my hotel money back because hotel did not charge any money form Expedia. I have an email form the hotel saying that they did not charge any money to Expedia because they closed their resorts on April 23rd and they did not issue me any voucher either.
My wife and I tried to book an hotel stay in Toronto for our little family in March. When the coronavirus hit we tried over a week to cancel our stay due to health concerns. We couldn't get anyone on the phone from Expedia and when we finally did they told us nothing could be done. I'm glad we paid $250 for nothing!
Itinerary #XXXXXXXXXXXXXX
On Feb 25, 2020, I made a hotel reservation fro an upcoming trip from March 30-31, 2020.
As of March 13, 2020, the federal and provincial(quebec) governments introduced legislation stopping health professionals from travelling outside of the country for the time of the pandemic.
I have contacted Expedia several times regarding a refund and was only recently able to get in touch with someone. Expedia has informed me that they refuse to refund my hotel reservation and are only willing to offer a coupon for the same amount but only for 12 months and only to the hotel originally booked. I have explained to several Expedia agents that this will not work for several reasons.
The first of which being that the rules put in place for healthcare workers still prohibit me from traveling. There is no end in sight for the COVID19 crisis.
The second being that when I do try to book the same hotel for 2021, the hotel has no availabilities whatsoever.
Expedia categorically refuses to assume any responsibility and has repeated on several occasions that it is essentially my problem.
I am seeking a full refund in the amount of $49.00 CAD
July 24, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. regarding a hotel reservation refund request.
After reviewing the complaint I was able to confirm that Mr. booked a hotel reservation and paid $48.76CAD. The hotel and not Expedia would be the party that would authorize a refund. The hotel was previously contacted and declined to authorize a refund. Mr. was provided with a $49 Expedia hotel coupon. This coupon could be applied to any *** hotel reservation and not just the hotel he previously booked.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 so we may assist.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to 2 different expedia agents during the month of June and both agents were very clear that the "coupon" I was forced to take was only applicable at the original hotel.
Also, in the email I received dated April 23, 2020, it is clearly stated "The coupon must be used towards booking a stay at ***."
Furthermore, when I go on expedia's website and attempt to book another hotel room with the "pay now" option as stated in expedia's response, there is no way for me to use the "coupon."
This shows Mrs. response to be false and misleading. Any resolution offered has, so far, proven to be nothing more than smoke and mirrors. A "coupon" that is so specific and difficult to use that it is rendered virtually useless. Expedia is the only business that has yet to refund me for a trip that had to be cancelled because of covid19.
July 31, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-XXXXXX
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mr. regarding a hotel reservation refund request.
After reviewing the rebuttal Mr. provided I was able to confirm that Mr. was indeed issued a coupon directly by the hotel. Since Mr. will be unable to use the coupon I have added a $50 Expedia Hotel Coupon for *** hotels available on Expedia.ca. This coupon is available for use immediately and is valid for up to one year from today's date. The coupon is available under Mr. Expedia Canada account and may be used either online or over the phone.
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 so we may assist.
Sincerely,
***
Corporate Correspondence Team
The only reason I upped my review to a two is because the operators are always polite and respectful ,unfortunately the company rules and shortcomings do not make up for it.
Our trip to Florida was cancelled due to the borders being closed and our flight being cancelled. All our accommodation was booked through Expedia with confirmed Itinerary numbers. When we tried to get our refund for our cancelled reservations, it suddenly became the responsibility of the individual hotels and accommodations to refund us. I fail to understand when all the bookings are done through a travel agents such as Expedia how they suddenly own not part of the responsibility. Do they not collect a fee from all these bookings, do they not have any responsibility towards customer support and satisfaction?
Our vacation was booked for April 1st to 15th.
To date we have only received a refund from one individual , whom we spoke to personally ourselves and explained our situation, interestingly booked by Expedia from ***.
No questions asked immediate refund.
We are still waiting for Expedia to provide any support with the other booking , but they basically have provided no assistance or interest in refunds.
We will be pursuing a credit back with *** and possible small claims court.
***
Dereck
Our trip to Montreal was cancelled due to COVID and we asked for an Expedia/*** refund for the accommodation as the property owner has refused to respond to us or to ***.
Ten phone calls later, countless hours spent, three curiously disconnected calls and still no resolution. I finally managed to get an email address for Expedia customer service from an Expedia agent.
I sent a detailed chronology of the issue and asked for it to be escalated. Their response was "our escalation team does not have an email contact, so we need you to contact our customer support line for that. Our Customer Support Representatives are available to assist you 24 hours a day, 7 days a week at 1-888-EXPEDIA."
The Expedia escalation team has NO EMAIL??? Unbelieveable. How can they even put that in writing???
So I called the same number I'd already called 10 times and was told that no one is available for escalation over the weekend. So much for 24/7 support!
Expedia's customer service isn't dismal; it's non-existent..
Horrible customer service. Put you on hold until you hang up, never call you when you leave your name with cruise dispatch office, don't answer emails, customer service office will not help. ***. I've been waiting for three months for a refund on a cancelled cruise due to covid. They will not help.
On February 28, 2020 my initial booking from expedia was from Toronto to US then to Dubai and then to Sri Lanka. I missed the US flight because of heavy passengers and over crowd due to covid19. I was at the airport 3 hours early but the lineup for immigration, baggage dropping, and security clearance was insane. When I got to the departure line they told me I missed my flight without no fault of mine. Then I walked to *** customer service and they told me they can't help me because I am booking is with ***. Then I called *** and they told me they can't help me because I booked it through expedia and not ***. Then I had to call expedia.*** to fix this because *** said they can't help. When I called expedia they simply told it's not their fault either. I told them it's a family emergency please help me out. They said if they had to make any changes to the flight then I would have to pay. For example, if I booked it through *** or *** there is no fee, but I booked it through expedia*** and I had to pay if I am making any changes. I explained clearly to them that I missed the flight because of covid19 issues, and I can't be responsible for it. They made situation to make money out it. First when I called them, I had to wait for 1 hour and the lady told me it will cost 600 dollars to change the ticket. The call disconnected and I called them again and it took around another hour to reach a customer service assistant. She told me 1500 dollars and I said I have no choice because I have to leave Canada told they told me the final price is 1830. They made me pay around 1830 dollars again to issue a new ticket and I initial paid 1299 dollars. They used my situation and emotion to change price and make money out it So I spent almost spent 3150 dollars for this ticket. I am not sure if *** charge if they change the flight. It was not my fault missing the flight because it was unexpected to be a insane crowd at the airport because of previous cancelled flight due to covid19. ***. This should not happen to any other customers and these online flight booking agents should have a policy to change the flight with any cost because there are so many situations that people miss flights due to unavoidable circumstances. ***. If they have own rights to change to flights details for example my departure date was March 16, 2020 but they change it to March 15 without my permission and concern, then they should treat miss flights the same way because I paid for the 16 days for my flight and not 15 days. During this hard time, it will be much appreciating if this complaint can be taken into consideration and help me out on this situation and protect other customers from situation like this. I didn't reach out right away when I was back because it was very hard getting back to Canada and coping with Covid19 issues ***. I tried so many times with expedia and they are not willing to help. Hope to hear with a solution for this issue and it should be policy in place so that other customers will be protected as well.
I expect for a refund atleast a partial amount and their should be a policy in place to protect other customers if they are facing the same situations
June 25, 2020
Revdex.com
Central Ontario
Complaint Department
RE: Expedia Case E-XXXXXXXX
Dear Revdex.com,
Thank you for contacting Expedia. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened that the consumer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number XXXXXXX).
On December 23, 2019 the customer booked a roundtrip flight with *** to travel from Toronto, ON, Canada to Colombo, Sri Lanka, departing on February 28, 2020 and returning on March 17, 2020. The fare purchased stated that it was nonrefundable. The space is considered used once the flight departs, whether the seat is occupied on not.
The February 28, 2020 flight departed at 6:30 AM Eastern Standard Time. Our first documentation from the customer contacting us was about 10:19 AM. We reviewed the fare rules with the customer and reiterated that change fees were C$600.00 and any difference for the new fare would be required as well. When we attempted to process the ticket we found that it had been suspended and the flight record was marked as a no show. As the ticket was under the airlines control, we advised the customer to go directly to the air desk for the airline. They were the only entity that could open the ticket and allow a change.
From the flight records it appears that new flights were provided, and an additional date change was made to the return flight while enroute. Expedia no longer has access to view the ticket as it was taken over and exchanged directly by the airline. Expedia is unable to provide compensation for travel expenses incurred from travel changes. The fare rules and terms and conditions provided at the time of booking stated that change fees and fare differences would apply for ticket changes.
We thank you again for allowing us to address the issues, and for considering all parties. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Is there any way we can contact *** and ask for a solution. Like I paid twice for the same ticket and their are so many instances when people miss flights and they have been given a new flight or next flight with no charge. For example with ***, if you miss a flight you fly on the next flight with no charge, then why should I double pay for the same ticket. Please ask *** to provide me a solution, at least half of the money to be refunded or give me new flight ticket for next year. It cost them nothing where it cost me 1 month of pay cheque and my hard labour.
I made 2 reservations through Expedia.ca with itinerary # XXXXXXXXXXXXX for 4 people and XXXXXXXXXXXXXX for 1 person to travel to Denmark with departure date of May 17 returning May 25. This trip was to travel as part of Team Canada to represent Canada to compete at the World Taekwondo Championship. I received an email from Expedia on April 16 that *** Airlines had cancelled the flight and travel credits will be processed for travel within 1 year. However, according to ***'s website https://www.***.com/us/en/cancellations-and-refunds, "Passengers of cancelled or significantly delayed flights who choose not to make use of a flexible rebooking option can, of course, still request a refund." Since we will not be travelling together anytime within the next year, we had emailed and messaged Expedia through *** with no response. With travel credits, all the passengers have to travel together at rebooking or else the travel credit of the person not rebooking together will be forfeited. Since this trip was cancelled by the airline which allows full refund as per their website, we should be given full refunds. Also, another person who booked this same flight with *** Travel was able to receive full refund via *** travel with just 1 phone call. If we have all booked the same flight and the person who booked via *** was able to receive a full refund, then so should based on ***'s policy. I have been unable to connect to Expedia as my calls are automatically cut off if I do not enter an itinerary # with departure within 72 hours. This is really frustrating.
We would appreciate the full refund of $4,529.16 for itinerary # XXXXXXXXXXXXX and $1,182.31 for itinerary # # XXXXXXXXXXXXX. It was Lufthansa who cancelled the flight and their website allows refunds instead of travel credit. Also, another team mate of ours was able to receive full refund for the same flight so we expect the same full refund. Expedia had indicated the transaction was processed according to the airline's policy and since the airline allows refunds instead of travel credit, we expect to receive full refunds as we would not be using the travel credits within the year. We would lose this money if we do not obtain a refund.
May 27, 2020
Revdex.com
E.ca - Mid-Western and Central Ohio
Complaint Department
RE: Expedia Case # O-XXXXXX and O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number XXXXXXX) regarding her flight reservations.
Our records indicate that on February 5, 2020, Ms., or an authorized user of her account, self-booked a flight reservation on Expedia.ca, under itinerary XXXXXXXXXXXXX. Travel was with ***, departing on May 17, 2020, returning on May 25, 2020, from Toronto, ON, Canada to Billund, Denmark. On February 6, 2020, Ms. self-booked another flight reservation on Expedia.com, under itinerary XXXXXXXXXXXXXX. Travel was with ***, departing on May 17, 2020, returning on May 25, 2020, from Toronto, ON, Canada to Billund, Denmark. We understand Ms. is requesting a refund of her flight reservations, instead of a credit for future travel.
To resolve Ms. issue, a refund in the amount of 4,529.16 CAD for itinerary XXXXXXXXXXXXX and 1,182.31 CAD for itinerary XXXXXXXXXXXXXX was processed today, May 27, 2020 back to the original form of payment used to book the reservations. The refund timing usually takes up to eight (8) weeks for the airline to issue the refund back to her account. However, due to the unprecedented circumstances, refunds might take longer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that the given COVID-19 pandemic is completely unprecedented and challenging situation for all businesses, including *** Expedia. However, they have completely failed their loyal card holders. I have banked with *** for over 15 years, and have used the *** for years. I book all my travel through it.
Due to COVID-19, I need to cancel my travel for March 28. Here is the details of my interactions:
Tuesday, March 17 - tried to cancel flight online. Online cancellation not working (loops back to homepage). Homepage indicates "do not call" until you are within 5 days of travel.
Wednesday, March 18 - tried to cancel online. Same issue as above.
Thursday, March 19 - tried to cancel online. Same issue as above.
Friday March 20 - tried to cancel online. Same issue as above.
Monday, March 23 - finally within 4 days of travel. 43 outgoing calls to Expedia ***, but phone would not connect. I couldn't even get through to get on hold. Online cancellation not available.
Tuesday, March 24 - 4 days until travel. 33 outgoing calls to Expedia *** before connecting. Waited on hold for 3 hours 57 minutes. Was informed that the system was down and he was unable to cancel my flights. While my flights have been cancelled the airline, I still would have to call back to initiate a refund, since the agent needs to enter an "action" into the system. Was informed that I would need to call back. Was told to expect longer wait times next time, since no issues were resolved that day.
Online cancellation now working, but cannot submit since I'm now within 8 days of travel
Wednesday, March 25 - still cannot submit online cancellation, within 8 days of travel.
Thursday, March 26 - still cannot submit online cancellation, within 8 days of travel. Called *** for Expedia and waited on hold for 2 hours 19 minutes. I asked agent to cancel my flights, then the call dropped. The agent did not call me back, despite having my file in front of him (I had entered my phone number and itinerary.
I have submitted the online cancellation form, but indicated that I would be travelling 8 days from now, since I'm at a total loss and unable to reach anyone.
I understand that there is nothing they can do about the wait time, but here are some things within their control:
1. Call customers back if the call drops
2. If your system is down, take down the customer's phone number and call them back when the system is up and running again.
3. Implement a call back system. This is 2020, most companies have a call back system.
4. Fix the online cancellation forms.
5. Allow people to cancel online within 8 days of travel.
6. Have an online feedback form, or other ways of contacting Expedia for *** that are not the 1-877 number.
I am so very disappointed.