I was scheduled to travel from NYC to the Galapagos Islands in August 2020. My flight was cancelled due to COVID 19. *** provided a refund for the first leg of the flight from NYC to Ecuador. I scheduled the second leg of the trip through Expedia - flight from Ecuador to the Galapagos Islands. I haven't received my refund from them. I have called Expedia at least 4 times to receive my refund and have made no progress. They put me on hold, tell me they are checking on things and then several times got disconnected.
Expedia.com Response
• Aug 13, 2020
August 12, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: 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. Michelle
*** (Revdex.com case number ***) regarding a flight reservation.Our records indicate that on February 25, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked a round trip
flight reservation for four traveler, under itinerary ***. Travel
was aboard *** Airlines Group, departing on August 11, 2020, from Quito,
Ecuador to Isla Baltra, Ecuador, returning on August 15, 2020. We understand
Ms. is seeking a full refund for the flight reservation based on the Coronavirus
pandemic.On July 11, 2020, Ms. contacted Expedia inquiring
about canceling her reservation. We stated that we have a third-party restriction
in place preventing us from issuing a refund. Therefore, Expedia offered a
future travel credit in accordance with *** Airlines Groups ticket terms. Between July 16, 2020 to July 20, 2020, Ms. contacted
Expedia to request a refund based on travel disruption’s. Furthermore, due to
the process restrictions put in place by *** Airlines Group, we coordinated with
*** Airlines Group. They informed us that Ms. will instead receive a
travel voucher directly from *** Airlines Group. After receipt of the travel
voucher, Ms. must contact *** Airlines Group directly at
1-866-435-9526 to request a refund or Ms. can use the travel voucher on
their website.On July 28, 2020, *** Airlines Group approved the refund,
due to its initiation of the schedule change. On July 31, 2020, Ms.
contacted Expedia again inquiring about her refund. At that time, we informed her
that the refund can take six to eight weeks to process as it’s coming from the
airline who is the merchant of record in charging Ms.’s credit card for
the flight reservation. Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We understand that Ms.’s issue has been resolved.
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,Melanie *** Corporate
Correspondence Team
Customer Response
• Aug 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked travel on 05/22/20 From Chi ORD to San Deigo Flt #*** for my wife and I with Expedia. Our hotel was cancelled so I asked Expedia to cancel our flight #***. Their customer svc sent an email that they did cancel flight #*** for us. It turns out they never did. They are supposed to either give us a refund for the amount of $1250.25 or give us a full credit to be used for up to a year. We have an email from Expedia that the airline, (***) did cancel our flight. We also have an email that they are going to credit us full credit in the amount of $1250.25 that we can use for up to an year. Then, they sent an email saying that we were a no show and we will not be getting credit. They stole our money and we want it back or a full credit to be used within a year. I cannot understand how they can get away with this.
Expedia.com Response
• Aug 16, 2020
August 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***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 *** (Revdex.com case number ***) regarding his flight reservation within his package
booking. Our
records indicate that on May 22, 2020, Mr., or an
authorized user of the Expedia account, self-booked a package reservation for
two passengers on Expedia's website, under itinerary ***. Travel was aboard ***
Airlines, departing on June 1, 2020, from Chicago,
IL to San Diego, CA, returning on June 5, 2020. A refundable room, non-smoking,
suite, ocean view at, ***, for June 1-2,
2020, one night’s stay. Car reservation in San Diego with ***, Standard SUV,
for June 1-5, 2020, and Travel Protection Collision Damage Plan purchased through
Travelguard.Upon
review, on May 30, 2020, Mr., or an authorized user of the Expedia account,
self-cancelled all components of the package. The hotel reservation, car
reservation, and insurance were cancelled and refunds were initiated that day. Upon
further review, the customer was notified via email on May 30, 2020, that
Expedia would process the flight cancellation on Mr.’s behalf, and apply
any applicable flexibility policy provided by *** Airlines. Due to the
Coronavirus outbreak, we are processing a high number of flight cancellations,
this resulted in the flight not being cancelled within *** Airlines guidelines
in order for Mr. to receive a future travel credit for his ticket value. Please be
advised Expedia processed
a refund for the flights in the amount of $730.54 back to Mr.’s original
form of payment. Because of the extraordinary circumstance of
Coronavirus travel disruptions, we are processing a high volume of refund
requests and refunds are taking a bit longer than normal. It can take up to two
billing cycles for the refund to be completely processed.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. Thank you, Gina B.Corporate Correspondence Team
Customer Response
• Aug 16, 2020
Revdex.com:
Pending My Refund to Original Purchase
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 1/11/20, I purchased from Expedia.com 2 *** Airline tickets for travel from BWI to ORK, dates June 17 2020 to July 4 2020, for my husband and me. The total price for the tickets was $2330.30. The airline cancelled the flights - probably due to COVID-19. I called Expedia on May 14 asking for a full refund. They promised that they would refund the full price 8 weeks. I also sent an email the following day asking for
On May 16, I received an email from Expedia stating
"Re: *** Booking ID: *** We regret to inform you, that your flights have been cancelled by the airlines due to the Global Coronavirus Outbreak. Based on the policy of the airline, we have received no options to place you on a new flight, therefore we have processed a full refund on your flights. Should you wish to still travel, you will need to make a new booking at the prices currently available. Please note your refund can take up to 8 weeks". I never received the full refund and called them again on July 2. They again promised the refund and sent an email to confirm that. But they still have not refunded me the whole amount and it has been way over 8 weeks. They have only refunded $159.76.
Included below is the text of the email Expedia sent me on July 3 says:
Dear ***,
Thank you for contacting Expedia regarding your flight itinerary ***.
As per your request we have cancelled the flight reservation under the same itinerary. Since there was an airline schedule change affecting the reservation we have cancelled the booking with the approval from *** Airways for a full refund.
Following are the details of the cancelled booking.
Tickets been cancelled for :
Passenger Name: *** Ticket Number: ***
Total amount paid: 1,165.15USD
Passenger Name: ***
Ticket Number: ***
Total amount paid: 1,165.15USD
Amount being refunded: 2330.30 USD
Kindly note that the refund has been requested to the airlines and they will process the refund to the original source of payment. Refund timeframe will take anywhere from 7 - 10 business days or a maximum of 8 weeks.
For more information please contact Expedia at 1-800-EXPEDIA (397-3342).
Thank You for choosing expedia
Expedia Customer service Team
Supervisor Nikki
Expedia.com Response
• Aug 14, 2020
August 14,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including roundtrip flight with *** airways to
Cork, Ireland. The flight portion of the package was refunded on July 23, 2020.
The refund time frame is often two weeks but may take longer depending on the credit
card company. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 15, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Expedia finally credited my original form of payment on two different days (July 25 and Jul 28) and the two credits do equal the total amount that they owed me of $2330.30.
On 7/3/20 I booked a room at *** in Frisco Colorado through Expedia.com for one night Jul 5,-Jul 6 of 2020, itinerary # ***. Couple hours later(Jul. 3, 2020) I canceled this reservation with Expedia.com, day before the deadline (4 pm. on jul 4, 2020) and received a message from expedia.com stating that my hotel was succsessfully canceled.On Jul 6th I noticed charges on my credit card in amount of $120.69 made by the hotel. Contacted Expedia.com couple times through their "chat" and I was promised that this case will be resolved soon. Ten days past and still no answer . Also I contacted a *** and asked for explanation. The only answer I received was that the manager of the hotel will contact me soon but unfortunately no one did as to this date.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at ***, *** Hotel Collection for July 5-6, 2020 with a change or cancel policy that states:Cancellations or changes made after 4:00 PM local hotel time, Saturday, July 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.We show that the booking was canceled as of July 3, 2020 at 4:41 PM local hotel time almost 24 hours in advance of the cancel policy deadline.The booking was a Hotel Collect booking and *** was the billing party and not Expedia. *** has confirmed that they have billed the guest noting a different cancel policy that requires cancellations to be done 48 hours prior to the arrival date. In addition to this, they indicated that they had not received the cancellation. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Our records indicate the cancellation notification was sent to the property appropriately.We have reached out to the management of the ***, *** Hotel Collection to assist in reconciling the billing on the reservation. The appropriate documentation has been provided to the property for the customer to receive a full refund. Since the customer secured a hotel collect reservation, all billing is done by the hotel directly rather than Expedia. As such, we recommend the customer reach out to the property directly for further assistance. In the event, the customer is unable to reach a resolution with the property they can reach out to our customer care team with proof of the charge from the hotel for further assistance. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
In short, I spent three hours and probably a lot more time just to obtain a few vouchers back from Expedia, which they grudgingly agreed to provide even after I had repeatedly and explictly stated I wanted a full refund, which was my right under DoT during the pandemic.
To explain further: In February, I booked multiple trips with Expedia website. In April due to COVID, practically all *** and *** airflight tickets were cancelled by the airline. To emphasize: I was not the one who cancelled the flights. On 4/9/2020, I contacted Expedia and spoke to several reps from Expedia customer service who were unable to provide me with a full refund for reasons that were never made clear. finally spoke to an Expedia supervisor (a male), who stated NO full refund was possible under any circumstances. The best *** and *** could offer are vouchers ONLY. Expedia also stated it's *** and ***'s burden to offer resolution, not Expedia's.
I waited till things were more clear and, at some point, the US Department of Transportation issued a second enforcemnet act to airlines touching US soil notifying them they had to provide full refunds, which are none-negotiable. At that point, I contacted Expedia and *** and *** airlines again. Again and again, I had to go through extensive waits to get a customer service rep, but even then they had no clue and offered no help. I wasn't able to get any rep from Expedia after hours waiting in June and in July; I spoke to *** airlines *** and with a second rep on July 3rd and July 13th at 1 800 221 7370, the phone # provided by *** after I filed a complaint with DOT and *** replied in writing this is the channel to get a full refund back. Both times there was a long hold with no resolution. *** airplines wouldn't help, and stated Expedia was the agent and therefore needed to provide the full refund. I wasn't able to reach Expedia after a long hold.
Expedia.com Response
• Aug 13, 2020
August 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** 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 ***) regarding a flight reservation. We understand Mr.
*** is requesting Expedia to contact Chase to provide all flight cancellation details and evidence pertaining to the last dispute.
Our records indicate that on February 9, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from New York, NY, United States, to Lisbon,
*** on May 15, 2020 and returning on May 30, 2020, with added Travel Protection Flight Protection Plan.
In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr. and *** Airlines, we have advocated on his
behalf to obtain the information Mr. needed. If Mr. have any further questions, please or contact our Customer Service Department at 1-
800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven days a week.
While we regret that Mr.’s experience was not as we would have hoped. 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,Dez ***Corporate Correspondence Team
In February 2020, based on Expedia's offer of a unique "price match" service, for which I paid $46, I booked a high fare of $446.80 for two one-way flights from DCA to CHS for April 15, 2020, for me and my son ***. Under the price match, Expedia was required to pay the difference if the fare went down. In March 2020, Expedia confirmed I was eligible for a refund of $318 because the fare had gone down. Then, before departure, in April, Expedia inexplicably cancelled the price match and claims it does not owe me the price match difference.
Expedia.com Response
• Aug 12, 2020
August 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
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 complaint number ***) regarding a flight reservation. Our records show on February 6, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Washington, DC to Charleston, SC, departing on April 15, 2020. The flight includes a price match program, for a total $492.80. We understand Mr. is requesting that Expedia refund $318, due to a price match promise email. On March 5, 2020, Expedia emailed Mr. to inform him that his *** Airlines flight reservation dropped in price by $318. Therefore, Expedia would provide a refund of $318, back to his original form of payment. Due to the travel disruptions in relation to (COVID-19). Regrettably, Expedia emailed Mr. on April 4, 2020, advising him that we are unable to refund the $318, under the price match promise. Furthermore, on April 14, 2020, the *** Airlines flight was cancelled based on (COVID-19). On April 21, 2020, Mr. through our website services, cancelled and a refund of $46.00, for the price match program was initiated. Our Terms of Use provides: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. On August 12, 2020, Expedia refunded $318, back to Mr. Bonheimer’s original form of payment. It may take up to 30 days’ for the refund to post depending upon the financial institution. We thank you for allowing us the opportunity to address Mr. Bonheimer’s concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
An employee with Expedia accidentally canceled my flight and when he tried to restore it, it took over 8+ hours to fix a problem they created taking time away from my sick daughter in the hospital. I was promised to be compensated and talking to a rep, they wanted to give me a $50 voucher to use if I book a flight and hotel and can only be used for hotel. I told the rep I don’t get hotels and do not need that but just for a flight and the fact they want me to spend more money just to use a voucher I can’t use. I asked to speak to manager and the manager refused to identify himself or to talk to me. If this does not get resolved I will never do business with this company again. It is inexcusable to have a manager deny talking to a customer with a concern on something they messed up. Unacceptable. I have the whole conversation on file.
Expedia.com Response
• Aug 14, 2020
August 14,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been 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 *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that he is not able to use his
voucher/coupon towards a flight booking. Our records indicate that on March 4, 2020, Mr. or an authorized user of the account
purchased one-way tickets online via
Expedia.com, departing June 30, 2020, from Indianapolis, IN travelling to Seattle,
WA via *** Airlines. The total cost of the booking is $374.40Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 15, 2020, the customer reached out to Expedia Customer Service to
modify the flight booking as the airline initiated a schedule change. Expedia
agent assisted customer to change to new travel date September 15, 2020, from Indianapolis, IN travelling
to Seattle, WA, with a stop
at Dallas Fort Worth, TX, still via *** Airlines.After further review we can confirm that on July
16, 2020, Mr. called Expedia
Customer Service to again modify the flight booking. In the process, an error
occurred which resulted to another Expedia agent having to purchase a new
flight ticket for Mr., at no cost to
the customer. On the same day, a new
flight booking, itinerary ***, was confirmed and paid for using Expedia’s
corporate card. Another Expedia agent applied a $50 goodwill voucher to Mr. account per customer’s request due to long wait time. The
agent documented that customer was made aware that the voucher cannot be used
towards a standalone flight booking, along with the rest of the terms &
conditions.
Please note
that Expedia vouchers are issued as gesture of goodwill. Part of the terms and
conditions of use for these vouchers is that it can only be applied towards a
flight and hotel booking. Although there has been an error in the process of
modifying Mr. flight booking, Expedia agent has
resolved the issue and purchased a new flight ticket for the customer using the
Expedia card. We recognize that the type of coupon that
was applied on Mr. account may not be what Mr. is looking for but know that these type
of coupons are generally issued as a gesture of goodwill. Due to the high
number of bookings impacted by the Coronavirus, it's taking longer for us to
process customers’ requests and we may bump into unexpected system issues along
the way. Rest assured, Expedia agents are working hard to provide customers the
utmost customer service experience in every call. Based on the
above, Expedia is unable to honor Mr. request for
any other coupons/vouchers. Thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Aida ***Corporate
Correspondence Team
I had paid $518.66 for a airline ticket to and from Baecelona for 6/20/2020. However because of the virus my flights were cancelled back in May 2020.
I have tried numerous time to reach out to Expedia who had taken my money. And till this date 7/16/2020 they have not refunded me a dime. The told me its with the airline but when I contacted the airline *** they said Expedia is responsible not them.
Expedia.com Response
• Aug 14, 2020
August 14,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip ticket to Barcelona, Spain with *** for
travel starting on June 20, 2020. The flight experienced multiple airline initiated
schedule changes. The last change could not be accommodated with a similar
flight.The airline
approved a refund based on the schedule change. However, the ticket had been
previously exchanged by the airline when the refund was attempted. We emailed
the airline to request that they complete the refund as they have control of
the ticket. The customer was advised on May 19, 2020 of the standard refund
time frame of eight weeks. The refund time frame may be slower as the refund process
had to be requested with the airline and they are experiencing a high volume of
requests due to the pandemic. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Customer Response
• Aug 25, 2020
This is in respond to your most recent e-mail, the last time I spoke to Expedia back in July 12 of this year 2020 I had spoken to supervisor Elizabeth who had told me that they are not responsible with my refund " it was up to the airline *** to refund me my money". However when I had spoken to the airline they had told me they are not respondsible for my refund as they were not the company that had taken my money, they only would reschedule a new flight. and that is all. I WILL NOT GIVE UP UNTILL I RECEIVE MY REFUND!!
Sincerely
Expedia.com Response
• Aug 26, 2020
August 25, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding this complaint. We are responding to the consumer complaint number ***, from ***.As previously advised the airline has control of the ticket and we do not have control over the processing time. The processing time on refunds many take longer than normal due to the unprecedented number of refunds being requested and processed. Currently the ticket status has updated. The refund processing time can take up to eight weeks for the posting to be seen on a paper credit card statement. The refund will be received from ***, not Expedia. *** was the merchant of record, and the original charge had also been with ***. Thank you again for allowing us to address the comments and concerns of our customer, and for considering all parties. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Complaint: ***
I am rejecting this response because:
When I first purchased this sirlune ticket it was threw Expedia they were the one who took my money not the sirline! And when I had contacted the airlune they told me they do not refund me my money its Expedia. It has been more rhan 7 weeks since they had canceled my flight, May 2020
I am dissatisfied with my service.
Expedia has terrible customer service. They do not clearly inform their patrons of fees. Expedia refuses to honor a discussed price for travel. Due to government mandate, I am unable to proceed with my previous booked trip. After spending 3 hours on the phone trying to change my trip, Expedia found an error in fees in fare on the itinerary of the individual I was planning my travel with. Expedia then informed me that they would have to reach out to that individual and charge them said fees. I do not feel that this is practicing adequate customer service. There was human error in calculating fees and trip expenses but Expedia should honor the discussed cost.
Expedia.com Response
• Aug 12, 2020
August 12, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
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 Mrs. *** (Revdex.com case number ***) regarding
her flight reservation. We understand the customer is requesting an explanation
and a credit from Expedia.
Our records indicate that on
January 18, 2020, the customer, or an authorized user of the Expedia account,
self-booked a flight for one traveler on Expedia's website, under itinerary *** for July 30, 2020 returning on August 02, 2020 from PIT Pittsburgh, PA, United States to MIA Miami, FL, United States on
*** Airlines.
Upon review, on July 16
2020, Mrs. *** contacted Expedia to inquire about exchanging her ticket
and due the difference in airfare the customer did not continue with the request.
Upon further review, on July
17, 2020, Mrs. *** contacted Expedia and an exchange was processed with
same dates and different destination. Mrs. *** requested Pittsburgh, PA to
Destin Fort. Walton Beach, FL. The exchange that was processed had a difference
in airfare in the amount of $35.00.
Furthermore, on July 18,2020
an Authorized user of the Expedia account contacted Expedia to inquire on price
difference. Mrs. was supposed to have the same travel dates as Mrs.
Megan. There was a correction to the return portion of Mrs. *** ticket. The correct return date was sold in for August 03, 2020 and this caused Mrs. *** to retain an MCO (airline credit) in the amount of $101.00
with *** Airlines. The original charge of the $35.00 fare difference was
an authorization that did not go through as a charge due to the void exchange
that was processed based on the incorrect date of August 02, 2020.
Today, August 12, 2020, I
have reviewed the information and based on the documentation the issue was
resolved on July 18, 2020 as the correct return travel date of August 03, 2020
was ticketed resulting in an airline credit with *** Airlines.
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.
I was overcharged $144 by expedia for a vacation travel waiver insurance policy that was never rendered or used. I bought a travel package with expedia. I got the refund from the hotel and the airline ticket but not the refund for the travel insurance policy.
The airline cancelled the flight due to covid-19. I spoke to expedia via chat now but they refused to refund the $144 citing some travel insurance policy guideline. The expedia itinerary number is *** and case number is ***. I chatted with Edlyn and his supervisor Payton.
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western
Washington Complaint Department Re: Expedia Case #: ***
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 ***) regarding
her flight reservation. We understand the customer is re***sting a refund in
the amount of $144.00 from Expedia for the Travel Protection Vacation Waiver.
Our records indicate that on
January 21, 2020, the customer, or an authorized user of the Expedia account,
self-booked a package for three travelers on Expedia's website, under itinerary
*** for October 19, 2020 from Manila, Philippines to Sapporo, Japan returning
on October 23, 2020 on Philippine Airlines and staying at HOTEL ***
*** for 4 nights along with Travel Protection Vacation Waiver from
October 19, 2020- October 23, 2020.
Upon review, on May 04, 2020,
the hotel was canceled and a refund in the amount of $1,048.88 was processed. In
Addition, on May 28, 2020 Expedia received notification of a dispute with a
chargeback initiated by Mr. ***.
Upon further review, on July
17, 2020, Mr. *** contacted Expedia via chat and the refund for the airline
tickets was submitted for the flights that were cancelled by Philippine
Airlines. At that time, Mr. *** inquired about a refund for the Travel
Protection Vacation Waiver. He was advised that the insurance was only refundable
within 15 days from the day of purchase.
Today, August 11, 2020, I have
reviewed the information and we regret to advise that the insurance remains
non-refundable. As mentioned previously to Mr. ***, the
insurance purchased was effective from the date of purchase through the
date the trip was cancelled. Insurance is only refundable within 15 days after
purchase.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you have any further ***stions or concerns
regarding this matter, please feel free to contact us.
On March 8, 2020 a flight I booked through Expedia for April 2020 was canceled. *** informed me a few days later that Expedia would process a full refund. In a call to Expedia on March 16th, the customer service representative said they would process a refund and it would take up to 8 weeks. On May 11th I had not received the refund and called Expedia back I was then told they had mis-typed the refund request and it would now come on July 12th. on July 17th I called again and Expedia says the prior representative failed to file for the refund. I am owed about $1,000 and these funds are important to me. The representative on July 17th now told me it will take an additional 8 weeks to process the refund. I can not understand how Expedia can charge my card within 5 minutes of buying a ticket, yet take what could amount to almost 24 weeks (6 months) to return the same funds. This is truly disappointing. I am writing to see if my concerns can be expressed to Expedias I did on the phone but through more powerful channels. In 2019 Expedia has $18 billion of revenue and made over $500mm in profits. How can they not have a system that could get refunds back to consumers in a reasonable amount of time. Say 4-8 weeks. Please help in anyway you can to spread the word about their actions. Thank you very much.
Expedia.com Response
• Aug 16, 2020
August 16, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
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 *** (Revdex.com case number ***) regarding his
airline ticket. We understand the customer is requesting a refund in the amount
of $976.34.
Our records indicate that on
August 30, 2019, the customer, or an authorized user of the Expedia account,
self-booked a multi-city flight reservation for one traveler on Expedia's
website, under itinerary *** for April 17, 2020 from Boston, MA to
San Jose, Costa Rica, April 25, 2020 San Jose, Costa Rica to Mexico City,
Mexico returning on May 02, 2020 from Mexico
City to Boston MA, United States with validating carrier ***.
Upon review, on April 24, 2020,
Mr. *** contacted Expedia to request a refund. The case was
escalated to contact *** to validate the request as there were many
updates with all carriers regarding COVID-19. On April 28, 2020 an email was
sent to Mr. *** to advise that Expedia was working on his request.
Expedia was not able to reach *** after multiple attempts.
Upon further review, on June
12, 2020, Mr. *** contacted Expedia to follow up on his refund.
*** confirmed that the customer was eligible for a full refund due to
the airline schedule change that occurred. The refund request was submitted.
Furthermore, on July 17,2020
Mr. *** called to check on refund and provided an ***
reference number. Mr. *** ticket was still in open status. Mr. *** call was escalated and another refund request was processed.
Today, August 12, 2020, I
have reviewed the information and based on the documentation the issue was
resolved on July 18, 2020 as the correct return travel date of August 03, 2020
was ticketed resulting in an airline credit with *** Airlines. We apologize
for the delay and inconvenience this has caused, due to the numerous updates by
all the airlines, regarding their flexibility policies due to COVID-19 there were
a lot of Expedia customers affected by this pandemic.
We understand that Mr. *** issue has been
resolved. 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.
We had a cruise booked from Miami and purchased 6 airline tickets on March 10th to get from Columbus, OH to Miami. The tickets were booked through *** Airlines - Reservation #***. Because of the Corona-19 virus, the cruise was canceled. I called Expedia to cancel my airline tickets, and I was issued a credit. A week later we needed to use the credit to fly from Columbus OH to Tampa, FL. I called Expedia on April 27, 2020 to use my credit. The customer service rep worked for over an hour and a half with *** Airlines to get us to our destination, but could not because flights were not available. After three tries with *** Airlines the rep said the airline asked if I would accept a refund since they could not accommodate my request. I agreed and they said it would be about 6 to 8 weeks to receive a refund. I subsequently had to book and pay for flights to Tampa. Reservation #***.
On May 30th I called Expedia to check on my refund. The representative said he saw that a refund was going to be issued, but I needed to wait until the end of June to get it.
On June 25th I called Expedia to check on my refund and they said they only saw a credit and called the *** Airlines and was told that, because my flight was canceled and the change of time on the flight was only off by one minute I could only get a credit. I told him that was not the case and he glossed over by saying it was the airlines policy. I told him that, that was not what happened and he said there was nothing he could do about it.
I am complaining because I was told by two separate Expedia representatives that I was getting a refund and then told I was not is totally unacceptable. I would like all of my calls with Expedia be reviewed as they said they kept notes on each one.
Expedia.com Response
• Aug 21, 2020
August 21, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia Case #: ***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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. Our records indicate that on January 4, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for six passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from Columbus, OH, to Miami, FL, departing on May 30, 2020 and returning on June 6, 2020. This included a Travel Protection Cancellation Plan.Upon review, on April 23, 2020, Mrs. contacted Expedia to cancel the flight due to the covid-19. On April 27, 2020, Mrs. contacted Expedia to redeem her flight credit with *** Airlines. However, *** Airlines did not offer direct flights. Therefore, we contacted *** Airlines to advocate on Mrs.’s behalf to request a refund for the flight. *** Airlines has informed Expedia that due to this situation, Mrs. qualifies for a flight refund.Please be advised that we have already requested a refund to the airline.As of today, the status of the refund is currently pending and we will email Mrs. directly when we receive a status update from the airline.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. Thank you, Victor *** Corporate Correspondence Team
Customer Response
• Aug 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I received my refund as requested.
I had to cancel May 25, 2020 R/T *** Airline tickets (Sacramento to Nashville) due to medical conditions for my wife and I. I purchased the tickets thru Expedia. Total ticket price $1,288.98. Expedia representative said they would process cancellation but Expedia could only give "credits" but not refunds. Their representative said I could file complaint with *** asking for refund due to COVID-19 issues and my medical condition. After about 15 emails from various Expedia representative they confirm $1,288.98 credit that must be used by Feb 15, 2022. *** Airlines rejected refund claim stating:
"Thank you for contacting *** Refunds.We are sorry to learn you were unable to use your ticket as initially planned. We are unable to honor your request because the fare you purchased is an agency issued Bulk Fare used for contracted space on a flight.It is a highly restricted fare and all refund claims must be directed through the contracted travel agency. Please contact the travel agency where you purchased the ticket to claim any refund due."
I provided Expedia a copy of the *** Airlines reply along with a letter from my doctor advising no air travel due to my medical condition. Expedia still refuses to refund. Congress advised all airlines to REFUND ticket costs to the customer due to the COVID-19 issues. I've asked Expedia if they still have control over my $1,288.98 of funds but they refuse to answer and refuse to refund my monies.
I have all of the emails and my doctor's letter but I can't see where to attach them to this complaint. If your staff would provide an email address to send them I will.
Since I started the refund claim process I've had other serious breathing and heart issues pertaining to altitudes over 400 feet. I've got 3 more medical tests to be completed before the doctors can treat these new issues.
Expedia.com Response
• Jul 29, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer has requested a refund of their *** flight due to the health problems and the unforeseen situation of Covid19. The customer is requesting a full refund instead of the airline credit has the guest cannot travel until his doctor clears him, of which, he does not know when that will be. Findings:According to our records, the itinerary provided, unfortunately, it is a hotel reservation only and we are unable to locate any flights on our side associated with the itinerary provided, ***. Resolution:
Unfortunately, we are unable to provide a resolution as the itinerary associated with the compliant, ***, is a hotel reservation only and our records confirm there is not a flight reservation on the itinerary. However, if the guest can provide the 16 digit itinerary number or a booking identifier for the flight associated with the flight we would be more then happy to assist. Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because your system doesn't allow me the choice of adding additional information Expedia has requested. I would appreciate if your staff could forward the attached file that has the information Expedia has requested.
Sincerely
Expedia.com Response
• Aug 03, 2020
August 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***).We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We understand Mr. is requesting a refund for his
flights from Sacramento, Ca to Nashville, TN due to health concerns while traveling
in the middle of the Covid-19 pandemic. Upon receiving the correspondence, we contacted
*** airlines in which the representative has advised recent changes in policy
allows for a refund due to a schedule change that occurred on April 19 adding a
second stop in Houston, TX on the outbound flight. A refund has been processed in the amount of $1328.74 to
the original form of payment. Refunds may take up to 30 business days to
reflect due to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us to address this matter further and sincerely
apologize for the miscommunication previously given. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I want to thank Revdex.com for assisting in this issue. Your staff were instrumental in getting this resolved. I also want to thank Expedia for refunding the funds; although I wish it wouldn't have taken 10-15 emails and 3 months.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I had booked a flight on Basic Economy in which I always do, I do not need to choose a seat and check a bag for a 3 day stay for the extra cost. Due to Covid my flight was canceled and I received a notification that my flight was cancelled in March from Expedia and they said I had a credit with not fees. I recently called in to us my credit on a Basic Economy flight, no different then I always book and they could rebook with not charging me (well they said there would be no fees in my email from them). The flight I has originally booked was $353 and when I called in to use my credit I asked to be booked on a flight that was $283, when the agent came back they said that I cannot downgrade to the $283 which I never had a grade above originally. The Economy flight which they claim is the grade I was, was conveniently exactly the same price to use up my all my credit of $353. When I tried to explain that I did not have more then Basic they just said by policy I cannot downgrade but how can I downgrade when I never upgraded. Tried to talk to a supervisor and she was not very helpful and said that is not is what in our system. When you go to the Expedia site Basic shows Economy/Coach underneath and that is exactly what appears under Economy how can they know exactly if that is what I see as a consumer. They would not budge for customer service satisfaction even talking with a supervisor and using the site quite frequently and continued to say I cannot downgrade, I never upgraded! They said I need to take it up with the airlines, why would I do that when they are making the deal on their site. I see below that other customers are having the same kind of issue during Covid and hope this does not happen to anyone else during these trying times.
Absolutely HORRIBLE. This business works very much like a SCAM.
I am currently in Portugal and, in May 2020, I used Expedia.com to book a flight to the United States for the end of August 2020. Intercontinental baggage fees are very expensive, so I paid several hundred dollars extra for a PLUS upgrade, which allowed me and my wife to check 3 pieces of baggage each (plus many other benefits, including seat reservation, no change fees, and priority boarding).
Shortly after booking, the airline (***) changed its available flights due to COVID-19 precautions. Expedia automatically changed my flight to a few days later and DOWNGRADED my flight to "Discount" (the lowest available fair) without my knowledge or permission and without refunding any of the extra money I paid. This fair does NOT include checked baggage (which would cost me an additional $300-400 at the airport) nor any of the other perks I had paid for.
I had to call in three separate times - June 8th, June 28th, and July 16th - and I was placed ON HOLD for more than THREE HOURS all three times. In total, I spent 9-10 hours sitting on hold, waiting for the representative to come back and tell me "There's nothing we can do." I was also hung up on several times by both employees and even SUPERVISORS, even though I did not use any rude or aggressive language and only asked to have my PLUS Upgrade (which I had paid for) restored.
Long (long, long) story short, I finally got this resolved on the third try (July 16) but I had to PAY over $220 in order to get our tickets upgraded back to PLUS. The representative said that this money would be refunded within a month but could not explain why this wasn't done in the first place or why I had to be on the phone for over 3 hours to find such a simple resolution. Nor could she explain why my ticket couldn't be upgraded free of charge, even though she acknowledged that Expedia was at fault.
The worst part is that the SAME FLIGHT (with the PLUS upgrade) has now become available for over $200 CHEAPER than the price I originally paid but they refused to just cancel the flight (without forcing me to pay a 60 euro penalty fee and wait 6-8 weeks for a refund) and allow me to rebook at the lower price.
It is clear to me that Expedia trains its employees to deny and delay its customers endlessly in order to get them to just hang up and pay extra fees out of frustration. This company works very much like a SCAM - once they have your money, they do everything in their power NOT to provide you with the goods and services that you have paid for.
STAY AWAY AT ALL COSTS - YOU MIGHT BE THE NEXT PERSON THEY TRY TO SCREW OVER (this includes all companies in the Expedia Group, which includes Expedia.com, *** and many others - do your research and beware of this conglomerate).
Got double charged for my trip and they canceled my flight home without informing me until I was already on my vacation. I spent the last day of my vacation on the phone and still ended up paying 600 dollars to get home.
I have contacted Expedia multiple times about my issue. I booked a non-refundable hotel and the hotel canceled my reservation due to Covid-19. This was not voluntary on my end. I have emailed the hotel directly and they said to issue a full refund. All Expedia can do is offer me a voucher to that specific hotel good for one year. They do not want to offer me a refund on the original payment used. I have paid but no goods or services were received. I even contacted my credit card company and Expedia sent them a couple of screenshots saying the hotel was nonrefundable and I didn't cancel it -that the booking was still in place, which was false.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:
We are able to confirm there are two bookings on this reservation
I can confirm that the booking made for *** Hotel and Casino Las Vegas was created on January 23, 2020 for arrival on May 16, 2020 and departure on May 19, 2020. The second booking was created on January 23, 2020 for arrival on May 14, 2020 and departure on May 16, 2020.
At the time of booking, the customer agreed to the following cancellation policy: Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded
Customer care was able to obtain approval for a refund for both bookings.
We have issued a refund in the amount of 402.26 USD and 217.88 USD. There was also reward points used on this booking, a refund in the amount of 2744 was also issued back to the account. Please note: the refund were issued on August 5, 2020.The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.
As a refund has been issued, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Consumer Relations Representative
Customer Response
• Aug 07, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked travel to Las Vegas Nevada in the amount of $2,304.00 property is *** Village. Due to Covid-19, the trip was cancelled as the resort was closed until further notice. I contacted Expedia and was issued a coupon to be within one year of the date of issue. I tried to rebook the trip numerous time with the coupon only to be told the coupon is invalid. The initial call to report the coupon was invalid was June 9, 2020, as of this date I have called Expedia 10 times, numerous times I was put on hold for over an hour and then the line would disconnect. The reservation number associated with this booking is ***.
I am now requesting assistance with this issue, please let me know if you are able to assist me.
I
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on Feb 27, 2020 for arrival on May 1, 2020 and departure on May 5, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.We have confirmed there were two rooms booked with this reservation. Customer care was able to obtain approval for a refund in the amount of 1,152.04 USD and 1,152.04 USD, the refunds was issued on July 28, 2020. The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As refunds has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Consumer Relations RepresentativeTell us why here...
On March 21st we bought a ticket to South Korea leaving on March 23rd. Then we cancelled right away because the web sight stated 24 hour free cancellation. The web sight confirmed the ticket was cancelled. After months of phone calls, we even received an email stating that Expedia did in fact received the cancellation notice. We have called customer service over 10 times to receive the refund but we get the run around every time. At first they stated it will take a few weeks and a few weeks later they say the same thing. It is now July 16th, almost four months later, and we still have not received our money back. We spent over $2100 for the ticket.
Expedia.com Response
• Aug 12, 2020
August 11,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer booked a one way flight with *** Airlines for travel from Dallas,
TX, USA to Seoul, South Korea for travel on March 23, 2020 via itinerary ***.The customer
booked the same flight for travel on March 22, 2020 later the same date via
itinerary ***.The
customer called at a later time asking for a refund. The flight on itinerary ***
had been no showed, and the one on itinerary *** had been used. We
contacted the airline multiple times. They advised that if a fee of $120.00 was
paid for the no showed flight they would open the ticket and allow us to refund
it. To date this process has not been completed.We did
not find records of the cancelation being requested and are unable to view the
booking data at this time. If the customer contacts our call center and pays
the fee to the airline so that we can open the ticket and refund it, we will
refund the same credit card for the $120.00 fee paid to the same credit card
provided. Please provide case number ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Aug 12, 2020
Complaint: ***
I am rejecting this response because:I talked to expedia customer service on June 23rd and that's what they told me. I told them I had already received the confirmation e-mail of the flight cancelation from expedia. So expedia created another case # saying expedia will pay $120 so that *** airline will open the ticket and process to give me a refund. I have already fixed this problem on June 23rd. Sincerely
Refund Request Expedia Itinerary number: ***
I had booked a hotel reservation in Florence, Italy for May 2020, and could not travel because of Covid-related travel bans. I've asked Expedia for a refund multiple times and they are lying about the situation. I have been in touch with the hotel, and they've confirmed they want to issue a full refund for this order and it is actually Expedia who is keeping the funds. I have already received a full refund for an identical reservation (booked through Expedia's Chase Travel Portal). Expedia claims that they can only offer me a voucher, but they are just withholding money from the hotel.
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with *** #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 2, 2020 via Expedia website for arrival on 9 May 2020 and departure on 12 May 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.Customer care reached out to the hotel on three occasions requesting a waiver of the non-refundable policy. We were unsuccessful in getting a refund authorization. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $1,446.58. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I was scheduled to travel from NYC to the Galapagos Islands in August 2020. My flight was cancelled due to COVID 19. *** provided a refund for the first leg of the flight from NYC to Ecuador. I scheduled the second leg of the trip through Expedia - flight from Ecuador to the Galapagos Islands. I haven't received my refund from them. I have called Expedia at least 4 times to receive my refund and have made no progress. They put me on hold, tell me they are checking on things and then several times got disconnected.
August 12, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: 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. Michelle
*** (Revdex.com case number ***) regarding a flight reservation.Our records indicate that on February 25, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked a round trip
flight reservation for four traveler, under itinerary ***. Travel
was aboard *** Airlines Group, departing on August 11, 2020, from Quito,
Ecuador to Isla Baltra, Ecuador, returning on August 15, 2020. We understand
Ms. is seeking a full refund for the flight reservation based on the Coronavirus
pandemic.On July 11, 2020, Ms. contacted Expedia inquiring
about canceling her reservation. We stated that we have a third-party restriction
in place preventing us from issuing a refund. Therefore, Expedia offered a
future travel credit in accordance with *** Airlines Groups ticket terms. Between July 16, 2020 to July 20, 2020, Ms. contacted
Expedia to request a refund based on travel disruption’s. Furthermore, due to
the process restrictions put in place by *** Airlines Group, we coordinated with
*** Airlines Group. They informed us that Ms. will instead receive a
travel voucher directly from *** Airlines Group. After receipt of the travel
voucher, Ms. must contact *** Airlines Group directly at
1-866-435-9526 to request a refund or Ms. can use the travel voucher on
their website.On July 28, 2020, *** Airlines Group approved the refund,
due to its initiation of the schedule change. On July 31, 2020, Ms.
contacted Expedia again inquiring about her refund. At that time, we informed her
that the refund can take six to eight weeks to process as it’s coming from the
airline who is the merchant of record in charging Ms.’s credit card for
the flight reservation. Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We understand that Ms.’s issue has been resolved.
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,Melanie *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked travel on 05/22/20 From Chi ORD to San Deigo Flt #*** for my wife and I with Expedia. Our hotel was cancelled so I asked Expedia to cancel our flight #***. Their customer svc sent an email that they did cancel flight #*** for us. It turns out they never did. They are supposed to either give us a refund for the amount of $1250.25 or give us a full credit to be used for up to a year. We have an email from Expedia that the airline, (***) did cancel our flight. We also have an email that they are going to credit us full credit in the amount of $1250.25 that we can use for up to an year. Then, they sent an email saying that we were a no show and we will not be getting credit. They stole our money and we want it back or a full credit to be used within a year. I cannot understand how they can get away with this.
August 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***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 *** (Revdex.com case number ***) regarding his flight reservation within his package
booking. Our
records indicate that on May 22, 2020, Mr., or an
authorized user of the Expedia account, self-booked a package reservation for
two passengers on Expedia's website, under itinerary ***. Travel was aboard ***
Airlines, departing on June 1, 2020, from Chicago,
IL to San Diego, CA, returning on June 5, 2020. A refundable room, non-smoking,
suite, ocean view at, ***, for June 1-2,
2020, one night’s stay. Car reservation in San Diego with ***, Standard SUV,
for June 1-5, 2020, and Travel Protection Collision Damage Plan purchased through
Travelguard.Upon
review, on May 30, 2020, Mr., or an authorized user of the Expedia account,
self-cancelled all components of the package. The hotel reservation, car
reservation, and insurance were cancelled and refunds were initiated that day. Upon
further review, the customer was notified via email on May 30, 2020, that
Expedia would process the flight cancellation on Mr.’s behalf, and apply
any applicable flexibility policy provided by *** Airlines. Due to the
Coronavirus outbreak, we are processing a high number of flight cancellations,
this resulted in the flight not being cancelled within *** Airlines guidelines
in order for Mr. to receive a future travel credit for his ticket value. Please be
advised Expedia processed
a refund for the flights in the amount of $730.54 back to Mr.’s original
form of payment. Because of the extraordinary circumstance of
Coronavirus travel disruptions, we are processing a high volume of refund
requests and refunds are taking a bit longer than normal. It can take up to two
billing cycles for the refund to be completely processed.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. Thank you, Gina B.Corporate Correspondence Team
Revdex.com:
Pending My Refund to Original Purchase
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 1/11/20, I purchased from Expedia.com 2 *** Airline tickets for travel from BWI to ORK, dates June 17 2020 to July 4 2020, for my husband and me. The total price for the tickets was $2330.30. The airline cancelled the flights - probably due to COVID-19. I called Expedia on May 14 asking for a full refund. They promised that they would refund the full price 8 weeks. I also sent an email the following day asking for
On May 16, I received an email from Expedia stating
"Re: *** Booking ID: *** We regret to inform you, that your flights have been cancelled by the airlines due to the Global Coronavirus Outbreak. Based on the policy of the airline, we have received no options to place you on a new flight, therefore we have processed a full refund on your flights. Should you wish to still travel, you will need to make a new booking at the prices currently available. Please note your refund can take up to 8 weeks". I never received the full refund and called them again on July 2. They again promised the refund and sent an email to confirm that. But they still have not refunded me the whole amount and it has been way over 8 weeks. They have only refunded $159.76.
Included below is the text of the email Expedia sent me on July 3 says:
Dear ***,
Thank you for contacting Expedia regarding your flight itinerary ***.
As per your request we have cancelled the flight reservation under the same itinerary. Since there was an airline schedule change affecting the reservation we have cancelled the booking with the approval from *** Airways for a full refund.
Following are the details of the cancelled booking.
Tickets been cancelled for :
Passenger Name: *** Ticket Number: ***
Total amount paid: 1,165.15USD
Passenger Name: ***
Ticket Number: ***
Total amount paid: 1,165.15USD
Amount being refunded: 2330.30 USD
Kindly note that the refund has been requested to the airlines and they will process the refund to the original source of payment. Refund timeframe will take anywhere from 7 - 10 business days or a maximum of 8 weeks.
For more information please contact Expedia at 1-800-EXPEDIA (397-3342).
Thank You for choosing expedia
Expedia Customer service Team
Supervisor Nikki
August 14,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including roundtrip flight with *** airways to
Cork, Ireland. The flight portion of the package was refunded on July 23, 2020.
The refund time frame is often two weeks but may take longer depending on the credit
card company. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Expedia finally credited my original form of payment on two different days (July 25 and Jul 28) and the two credits do equal the total amount that they owed me of $2330.30.
Sincerely
On 7/3/20 I booked a room at *** in Frisco Colorado through Expedia.com for one night Jul 5,-Jul 6 of 2020, itinerary # ***. Couple hours later(Jul. 3, 2020) I canceled this reservation with Expedia.com, day before the deadline (4 pm. on jul 4, 2020) and received a message from expedia.com stating that my hotel was succsessfully canceled.On Jul 6th I noticed charges on my credit card in amount of $120.69 made by the hotel. Contacted Expedia.com couple times through their "chat" and I was promised that this case will be resolved soon. Ten days past and still no answer . Also I contacted a *** and asked for explanation. The only answer I received was that the manager of the hotel will contact me soon but unfortunately no one did as to this date.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at ***, *** Hotel Collection for July 5-6, 2020 with a change or cancel policy that states:Cancellations or changes made after 4:00 PM local hotel time, Saturday, July 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.We show that the booking was canceled as of July 3, 2020 at 4:41 PM local hotel time almost 24 hours in advance of the cancel policy deadline.The booking was a Hotel Collect booking and *** was the billing party and not Expedia. *** has confirmed that they have billed the guest noting a different cancel policy that requires cancellations to be done 48 hours prior to the arrival date. In addition to this, they indicated that they had not received the cancellation. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Our records indicate the cancellation notification was sent to the property appropriately.We have reached out to the management of the ***, *** Hotel Collection to assist in reconciling the billing on the reservation. The appropriate documentation has been provided to the property for the customer to receive a full refund. Since the customer secured a hotel collect reservation, all billing is done by the hotel directly rather than Expedia. As such, we recommend the customer reach out to the property directly for further assistance. In the event, the customer is unable to reach a resolution with the property they can reach out to our customer care team with proof of the charge from the hotel for further assistance. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
In short, I spent three hours and probably a lot more time just to obtain a few vouchers back from Expedia, which they grudgingly agreed to provide even after I had repeatedly and explictly stated I wanted a full refund, which was my right under DoT during the pandemic.
To explain further: In February, I booked multiple trips with Expedia website. In April due to COVID, practically all *** and *** airflight tickets were cancelled by the airline. To emphasize: I was not the one who cancelled the flights. On 4/9/2020, I contacted Expedia and spoke to several reps from Expedia customer service who were unable to provide me with a full refund for reasons that were never made clear. finally spoke to an Expedia supervisor (a male), who stated NO full refund was possible under any circumstances. The best *** and *** could offer are vouchers ONLY. Expedia also stated it's *** and ***'s burden to offer resolution, not Expedia's.
I waited till things were more clear and, at some point, the US Department of Transportation issued a second enforcemnet act to airlines touching US soil notifying them they had to provide full refunds, which are none-negotiable. At that point, I contacted Expedia and *** and *** airlines again. Again and again, I had to go through extensive waits to get a customer service rep, but even then they had no clue and offered no help. I wasn't able to get any rep from Expedia after hours waiting in June and in July; I spoke to *** airlines *** and with a second rep on July 3rd and July 13th at 1 800 221 7370, the phone # provided by *** after I filed a complaint with DOT and *** replied in writing this is the channel to get a full refund back. Both times there was a long hold with no resolution. *** airplines wouldn't help, and stated Expedia was the agent and therefore needed to provide the full refund. I wasn't able to reach Expedia after a long hold.
August 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** 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 ***) regarding a flight reservation. We understand Mr.
*** is requesting Expedia to contact Chase to provide all flight cancellation details and evidence pertaining to the last dispute.
Our records indicate that on February 9, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from New York, NY, United States, to Lisbon,
*** on May 15, 2020 and returning on May 30, 2020, with added Travel Protection Flight Protection Plan.
In an effort to resolve this matter, Expedia has consistently remained a liaison between Mr. and *** Airlines, we have advocated on his
behalf to obtain the information Mr. needed. If Mr. have any further questions, please or contact our Customer Service Department at 1-
800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven days a week.
While we regret that Mr.’s experience was not as we would have hoped. 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,Dez ***Corporate Correspondence Team
In February 2020, based on Expedia's offer of a unique "price match" service, for which I paid $46, I booked a high fare of $446.80 for two one-way flights from DCA to CHS for April 15, 2020, for me and my son ***. Under the price match, Expedia was required to pay the difference if the fare went down. In March 2020, Expedia confirmed I was eligible for a refund of $318 because the fare had gone down. Then, before departure, in April, Expedia inexplicably cancelled the price match and claims it does not owe me the price match difference.
August 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
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 complaint number ***) regarding a flight reservation. Our records show on February 6, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Washington, DC to Charleston, SC, departing on April 15, 2020. The flight includes a price match program, for a total $492.80. We understand Mr. is requesting that Expedia refund $318, due to a price match promise email. On March 5, 2020, Expedia emailed Mr. to inform him that his *** Airlines flight reservation dropped in price by $318. Therefore, Expedia would provide a refund of $318, back to his original form of payment. Due to the travel disruptions in relation to (COVID-19). Regrettably, Expedia emailed Mr. on April 4, 2020, advising him that we are unable to refund the $318, under the price match promise. Furthermore, on April 14, 2020, the *** Airlines flight was cancelled based on (COVID-19). On April 21, 2020, Mr. through our website services, cancelled and a refund of $46.00, for the price match program was initiated. Our Terms of Use provides: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. On August 12, 2020, Expedia refunded $318, back to Mr. Bonheimer’s original form of payment. It may take up to 30 days’ for the refund to post depending upon the financial institution. We thank you for allowing us the opportunity to address Mr. Bonheimer’s concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
An employee with Expedia accidentally canceled my flight and when he tried to restore it, it took over 8+ hours to fix a problem they created taking time away from my sick daughter in the hospital. I was promised to be compensated and talking to a rep, they wanted to give me a $50 voucher to use if I book a flight and hotel and can only be used for hotel. I told the rep I don’t get hotels and do not need that but just for a flight and the fact they want me to spend more money just to use a voucher I can’t use. I asked to speak to manager and the manager refused to identify himself or to talk to me. If this does not get resolved I will never do business with this company again. It is inexcusable to have a manager deny talking to a customer with a concern on something they messed up. Unacceptable. I have the whole conversation on file.
August 14,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been 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 *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that he is not able to use his
voucher/coupon towards a flight booking. Our records indicate that on March 4, 2020, Mr. or an authorized user of the account
purchased one-way tickets online via
Expedia.com, departing June 30, 2020, from Indianapolis, IN travelling to Seattle,
WA via *** Airlines. The total cost of the booking is $374.40Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 15, 2020, the customer reached out to Expedia Customer Service to
modify the flight booking as the airline initiated a schedule change. Expedia
agent assisted customer to change to new travel date September 15, 2020, from Indianapolis, IN travelling
to Seattle, WA, with a stop
at Dallas Fort Worth, TX, still via *** Airlines.After further review we can confirm that on July
16, 2020, Mr. called Expedia
Customer Service to again modify the flight booking. In the process, an error
occurred which resulted to another Expedia agent having to purchase a new
flight ticket for Mr., at no cost to
the customer. On the same day, a new
flight booking, itinerary ***, was confirmed and paid for using Expedia’s
corporate card. Another Expedia agent applied a $50 goodwill voucher to Mr. account per customer’s request due to long wait time. The
agent documented that customer was made aware that the voucher cannot be used
towards a standalone flight booking, along with the rest of the terms &
conditions.
Please note
that Expedia vouchers are issued as gesture of goodwill. Part of the terms and
conditions of use for these vouchers is that it can only be applied towards a
flight and hotel booking. Although there has been an error in the process of
modifying Mr. flight booking, Expedia agent has
resolved the issue and purchased a new flight ticket for the customer using the
Expedia card. We recognize that the type of coupon that
was applied on Mr. account may not be what Mr. is looking for but know that these type
of coupons are generally issued as a gesture of goodwill. Due to the high
number of bookings impacted by the Coronavirus, it's taking longer for us to
process customers’ requests and we may bump into unexpected system issues along
the way. Rest assured, Expedia agents are working hard to provide customers the
utmost customer service experience in every call. Based on the
above, Expedia is unable to honor Mr. request for
any other coupons/vouchers. Thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Aida ***Corporate
Correspondence Team
I had paid $518.66 for a airline ticket to and from Baecelona for 6/20/2020. However because of the virus my flights were cancelled back in May 2020.
I have tried numerous time to reach out to Expedia who had taken my money. And till this date 7/16/2020 they have not refunded me a dime. The told me its with the airline but when I contacted the airline *** they said Expedia is responsible not them.
August 14,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip ticket to Barcelona, Spain with *** for
travel starting on June 20, 2020. The flight experienced multiple airline initiated
schedule changes. The last change could not be accommodated with a similar
flight.The airline
approved a refund based on the schedule change. However, the ticket had been
previously exchanged by the airline when the refund was attempted. We emailed
the airline to request that they complete the refund as they have control of
the ticket. The customer was advised on May 19, 2020 of the standard refund
time frame of eight weeks. The refund time frame may be slower as the refund process
had to be requested with the airline and they are experiencing a high volume of
requests due to the pandemic. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
This is in respond to your most recent e-mail, the last time I spoke to Expedia back in July 12 of this year 2020 I had spoken to supervisor Elizabeth who had told me that they are not responsible with my refund " it was up to the airline *** to refund me my money". However when I had spoken to the airline they had told me they are not respondsible for my refund as they were not the company that had taken my money, they only would reschedule a new flight. and that is all. I WILL NOT GIVE UP UNTILL I RECEIVE MY REFUND!!
Sincerely
August 25, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding this complaint. We are responding to the consumer complaint number ***, from ***.As previously advised the airline has control of the ticket and we do not have control over the processing time. The processing time on refunds many take longer than normal due to the unprecedented number of refunds being requested and processed. Currently the ticket status has updated. The refund processing time can take up to eight weeks for the posting to be seen on a paper credit card statement. The refund will be received from ***, not Expedia. *** was the merchant of record, and the original charge had also been with ***. Thank you again for allowing us to address the comments and concerns of our customer, and for considering all parties. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
When I first purchased this sirlune ticket it was threw Expedia they were the one who took my money not the sirline! And when I had contacted the airlune they told me they do not refund me my money its Expedia. It has been more rhan 7 weeks since they had canceled my flight, May 2020
Sincerely
I am dissatisfied with my service.
Expedia has terrible customer service. They do not clearly inform their patrons of fees. Expedia refuses to honor a discussed price for travel. Due to government mandate, I am unable to proceed with my previous booked trip. After spending 3 hours on the phone trying to change my trip, Expedia found an error in fees in fare on the itinerary of the individual I was planning my travel with. Expedia then informed me that they would have to reach out to that individual and charge them said fees. I do not feel that this is practicing adequate customer service. There was human error in calculating fees and trip expenses but Expedia should honor the discussed cost.
August 12, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
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 Mrs. *** (Revdex.com case number ***) regarding
her flight reservation. We understand the customer is requesting an explanation
and a credit from Expedia.
Our records indicate that on
January 18, 2020, the customer, or an authorized user of the Expedia account,
self-booked a flight for one traveler on Expedia's website, under itinerary *** for July 30, 2020 returning on August 02, 2020 from PIT Pittsburgh, PA, United States to MIA Miami, FL, United States on
*** Airlines.
Upon review, on July 16
2020, Mrs. *** contacted Expedia to inquire about exchanging her ticket
and due the difference in airfare the customer did not continue with the request.
Upon further review, on July
17, 2020, Mrs. *** contacted Expedia and an exchange was processed with
same dates and different destination. Mrs. *** requested Pittsburgh, PA to
Destin Fort. Walton Beach, FL. The exchange that was processed had a difference
in airfare in the amount of $35.00.
Furthermore, on July 18,2020
an Authorized user of the Expedia account contacted Expedia to inquire on price
difference. Mrs. was supposed to have the same travel dates as Mrs.
Megan. There was a correction to the return portion of Mrs. *** ticket. The correct return date was sold in for August 03, 2020 and this caused Mrs. *** to retain an MCO (airline credit) in the amount of $101.00
with *** Airlines. The original charge of the $35.00 fare difference was
an authorization that did not go through as a charge due to the void exchange
that was processed based on the incorrect date of August 02, 2020.
Today, August 12, 2020, I
have reviewed the information and based on the documentation the issue was
resolved on July 18, 2020 as the correct return travel date of August 03, 2020
was ticketed resulting in an airline credit with *** Airlines.
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,
Karla *** Corporate Correspondence Team
I was overcharged $144 by expedia for a vacation travel waiver insurance policy that was never rendered or used. I bought a travel package with expedia. I got the refund from the hotel and the airline ticket but not the refund for the travel insurance policy.
The airline cancelled the flight due to covid-19. I spoke to expedia via chat now but they refused to refund the $144 citing some travel insurance policy guideline. The expedia itinerary number is *** and case number is ***. I chatted with Edlyn and his supervisor Payton.
August 11, 2020Revdex.com Alaska, Oregon & Western
Washington Complaint Department Re: Expedia Case #: ***
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 ***) regarding
her flight reservation. We understand the customer is re***sting a refund in
the amount of $144.00 from Expedia for the Travel Protection Vacation Waiver.
Our records indicate that on
January 21, 2020, the customer, or an authorized user of the Expedia account,
self-booked a package for three travelers on Expedia's website, under itinerary
*** for October 19, 2020 from Manila, Philippines to Sapporo, Japan returning
on October 23, 2020 on Philippine Airlines and staying at HOTEL ***
*** for 4 nights along with Travel Protection Vacation Waiver from
October 19, 2020- October 23, 2020.
Upon review, on May 04, 2020,
the hotel was canceled and a refund in the amount of $1,048.88 was processed. In
Addition, on May 28, 2020 Expedia received notification of a dispute with a
chargeback initiated by Mr. ***.
Upon further review, on July
17, 2020, Mr. *** contacted Expedia via chat and the refund for the airline
tickets was submitted for the flights that were cancelled by Philippine
Airlines. At that time, Mr. *** inquired about a refund for the Travel
Protection Vacation Waiver. He was advised that the insurance was only refundable
within 15 days from the day of purchase.
Today, August 11, 2020, I have
reviewed the information and we regret to advise that the insurance remains
non-refundable. As mentioned previously to Mr. ***, the
insurance purchased was effective from the date of purchase through the
date the trip was cancelled. Insurance is only refundable within 15 days after
purchase.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you have any further ***stions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
On March 8, 2020 a flight I booked through Expedia for April 2020 was canceled. *** informed me a few days later that Expedia would process a full refund. In a call to Expedia on March 16th, the customer service representative said they would process a refund and it would take up to 8 weeks. On May 11th I had not received the refund and called Expedia back I was then told they had mis-typed the refund request and it would now come on July 12th. on July 17th I called again and Expedia says the prior representative failed to file for the refund. I am owed about $1,000 and these funds are important to me. The representative on July 17th now told me it will take an additional 8 weeks to process the refund. I can not understand how Expedia can charge my card within 5 minutes of buying a ticket, yet take what could amount to almost 24 weeks (6 months) to return the same funds. This is truly disappointing. I am writing to see if my concerns can be expressed to Expedias I did on the phone but through more powerful channels. In 2019 Expedia has $18 billion of revenue and made over $500mm in profits. How can they not have a system that could get refunds back to consumers in a reasonable amount of time. Say 4-8 weeks. Please help in anyway you can to spread the word about their actions. Thank you very much.
August 16, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
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 *** (Revdex.com case number ***) regarding his
airline ticket. We understand the customer is requesting a refund in the amount
of $976.34.
Our records indicate that on
August 30, 2019, the customer, or an authorized user of the Expedia account,
self-booked a multi-city flight reservation for one traveler on Expedia's
website, under itinerary *** for April 17, 2020 from Boston, MA to
San Jose, Costa Rica, April 25, 2020 San Jose, Costa Rica to Mexico City,
Mexico returning on May 02, 2020 from Mexico
City to Boston MA, United States with validating carrier ***.
Upon review, on April 24, 2020,
Mr. *** contacted Expedia to request a refund. The case was
escalated to contact *** to validate the request as there were many
updates with all carriers regarding COVID-19. On April 28, 2020 an email was
sent to Mr. *** to advise that Expedia was working on his request.
Expedia was not able to reach *** after multiple attempts.
Upon further review, on June
12, 2020, Mr. *** contacted Expedia to follow up on his refund.
*** confirmed that the customer was eligible for a full refund due to
the airline schedule change that occurred. The refund request was submitted.
Furthermore, on July 17,2020
Mr. *** called to check on refund and provided an ***
reference number. Mr. *** ticket was still in open status. Mr. *** call was escalated and another refund request was processed.
Today, August 12, 2020, I
have reviewed the information and based on the documentation the issue was
resolved on July 18, 2020 as the correct return travel date of August 03, 2020
was ticketed resulting in an airline credit with *** Airlines. We apologize
for the delay and inconvenience this has caused, due to the numerous updates by
all the airlines, regarding their flexibility policies due to COVID-19 there were
a lot of Expedia customers affected by this pandemic.
We understand that Mr. *** issue has been
resolved. 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,Karla *** Corporate Correspondence Team
We had a cruise booked from Miami and purchased 6 airline tickets on March 10th to get from Columbus, OH to Miami. The tickets were booked through *** Airlines - Reservation #***. Because of the Corona-19 virus, the cruise was canceled. I called Expedia to cancel my airline tickets, and I was issued a credit. A week later we needed to use the credit to fly from Columbus OH to Tampa, FL. I called Expedia on April 27, 2020 to use my credit. The customer service rep worked for over an hour and a half with *** Airlines to get us to our destination, but could not because flights were not available. After three tries with *** Airlines the rep said the airline asked if I would accept a refund since they could not accommodate my request. I agreed and they said it would be about 6 to 8 weeks to receive a refund. I subsequently had to book and pay for flights to Tampa. Reservation #***.
On May 30th I called Expedia to check on my refund. The representative said he saw that a refund was going to be issued, but I needed to wait until the end of June to get it.
On June 25th I called Expedia to check on my refund and they said they only saw a credit and called the *** Airlines and was told that, because my flight was canceled and the change of time on the flight was only off by one minute I could only get a credit. I told him that was not the case and he glossed over by saying it was the airlines policy. I told him that, that was not what happened and he said there was nothing he could do about it.
I am complaining because I was told by two separate Expedia representatives that I was getting a refund and then told I was not is totally unacceptable. I would like all of my calls with Expedia be reviewed as they said they kept notes on each one.
August 21, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia Case #: ***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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. Our records indicate that on January 4, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for six passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from Columbus, OH, to Miami, FL, departing on May 30, 2020 and returning on June 6, 2020. This included a Travel Protection Cancellation Plan.Upon review, on April 23, 2020, Mrs. contacted Expedia to cancel the flight due to the covid-19. On April 27, 2020, Mrs. contacted Expedia to redeem her flight credit with *** Airlines. However, *** Airlines did not offer direct flights. Therefore, we contacted *** Airlines to advocate on Mrs.’s behalf to request a refund for the flight. *** Airlines has informed Expedia that due to this situation, Mrs. qualifies for a flight refund.Please be advised that we have already requested a refund to the airline.As of today, the status of the refund is currently pending and we will email Mrs. directly when we receive a status update from the airline.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. Thank you, Victor *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I received my refund as requested.
Sincerely
I had to cancel May 25, 2020 R/T *** Airline tickets (Sacramento to Nashville) due to medical conditions for my wife and I. I purchased the tickets thru Expedia. Total ticket price $1,288.98. Expedia representative said they would process cancellation but Expedia could only give "credits" but not refunds. Their representative said I could file complaint with *** asking for refund due to COVID-19 issues and my medical condition. After about 15 emails from various Expedia representative they confirm $1,288.98 credit that must be used by Feb 15, 2022. *** Airlines rejected refund claim stating:
"Thank you for contacting *** Refunds.We are sorry to learn you were unable to use your ticket as initially planned. We are unable to honor your request because the fare you purchased is an agency issued Bulk Fare used for contracted space on a flight.It is a highly restricted fare and all refund claims must be directed through the contracted travel agency. Please contact the travel agency where you purchased the ticket to claim any refund due."
I provided Expedia a copy of the *** Airlines reply along with a letter from my doctor advising no air travel due to my medical condition. Expedia still refuses to refund. Congress advised all airlines to REFUND ticket costs to the customer due to the COVID-19 issues. I've asked Expedia if they still have control over my $1,288.98 of funds but they refuse to answer and refuse to refund my monies.
I have all of the emails and my doctor's letter but I can't see where to attach them to this complaint. If your staff would provide an email address to send them I will.
Since I started the refund claim process I've had other serious breathing and heart issues pertaining to altitudes over 400 feet. I've got 3 more medical tests to be completed before the doctors can treat these new issues.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer has requested a refund of their *** flight due to the health problems and the unforeseen situation of Covid19. The customer is requesting a full refund instead of the airline credit has the guest cannot travel until his doctor clears him, of which, he does not know when that will be. Findings:According to our records, the itinerary provided, unfortunately, it is a hotel reservation only and we are unable to locate any flights on our side associated with the itinerary provided, ***. Resolution:
Unfortunately, we are unable to provide a resolution as the itinerary associated with the compliant, ***, is a hotel reservation only and our records confirm there is not a flight reservation on the itinerary. However, if the guest can provide the 16 digit itinerary number or a booking identifier for the flight associated with the flight we would be more then happy to assist. Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Complaint: ***
I am rejecting this response because your system doesn't allow me the choice of adding additional information Expedia has requested. I would appreciate if your staff could forward the attached file that has the information Expedia has requested.
Sincerely
August 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***).We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We understand Mr. is requesting a refund for his
flights from Sacramento, Ca to Nashville, TN due to health concerns while traveling
in the middle of the Covid-19 pandemic. Upon receiving the correspondence, we contacted
*** airlines in which the representative has advised recent changes in policy
allows for a refund due to a schedule change that occurred on April 19 adding a
second stop in Houston, TX on the outbound flight. A refund has been processed in the amount of $1328.74 to
the original form of payment. Refunds may take up to 30 business days to
reflect due to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us to address this matter further and sincerely
apologize for the miscommunication previously given. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I want to thank Revdex.com for assisting in this issue. Your staff were instrumental in getting this resolved. I also want to thank Expedia for refunding the funds; although I wish it wouldn't have taken 10-15 emails and 3 months.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I had booked a flight on Basic Economy in which I always do, I do not need to choose a seat and check a bag for a 3 day stay for the extra cost. Due to Covid my flight was canceled and I received a notification that my flight was cancelled in March from Expedia and they said I had a credit with not fees. I recently called in to us my credit on a Basic Economy flight, no different then I always book and they could rebook with not charging me (well they said there would be no fees in my email from them). The flight I has originally booked was $353 and when I called in to use my credit I asked to be booked on a flight that was $283, when the agent came back they said that I cannot downgrade to the $283 which I never had a grade above originally. The Economy flight which they claim is the grade I was, was conveniently exactly the same price to use up my all my credit of $353. When I tried to explain that I did not have more then Basic they just said by policy I cannot downgrade but how can I downgrade when I never upgraded. Tried to talk to a supervisor and she was not very helpful and said that is not is what in our system. When you go to the Expedia site Basic shows Economy/Coach underneath and that is exactly what appears under Economy how can they know exactly if that is what I see as a consumer. They would not budge for customer service satisfaction even talking with a supervisor and using the site quite frequently and continued to say I cannot downgrade, I never upgraded! They said I need to take it up with the airlines, why would I do that when they are making the deal on their site. I see below that other customers are having the same kind of issue during Covid and hope this does not happen to anyone else during these trying times.
Absolutely HORRIBLE. This business works very much like a SCAM.
I am currently in Portugal and, in May 2020, I used Expedia.com to book a flight to the United States for the end of August 2020. Intercontinental baggage fees are very expensive, so I paid several hundred dollars extra for a PLUS upgrade, which allowed me and my wife to check 3 pieces of baggage each (plus many other benefits, including seat reservation, no change fees, and priority boarding).
Shortly after booking, the airline (***) changed its available flights due to COVID-19 precautions. Expedia automatically changed my flight to a few days later and DOWNGRADED my flight to "Discount" (the lowest available fair) without my knowledge or permission and without refunding any of the extra money I paid. This fair does NOT include checked baggage (which would cost me an additional $300-400 at the airport) nor any of the other perks I had paid for.
I had to call in three separate times - June 8th, June 28th, and July 16th - and I was placed ON HOLD for more than THREE HOURS all three times. In total, I spent 9-10 hours sitting on hold, waiting for the representative to come back and tell me "There's nothing we can do." I was also hung up on several times by both employees and even SUPERVISORS, even though I did not use any rude or aggressive language and only asked to have my PLUS Upgrade (which I had paid for) restored.
Long (long, long) story short, I finally got this resolved on the third try (July 16) but I had to PAY over $220 in order to get our tickets upgraded back to PLUS. The representative said that this money would be refunded within a month but could not explain why this wasn't done in the first place or why I had to be on the phone for over 3 hours to find such a simple resolution. Nor could she explain why my ticket couldn't be upgraded free of charge, even though she acknowledged that Expedia was at fault.
The worst part is that the SAME FLIGHT (with the PLUS upgrade) has now become available for over $200 CHEAPER than the price I originally paid but they refused to just cancel the flight (without forcing me to pay a 60 euro penalty fee and wait 6-8 weeks for a refund) and allow me to rebook at the lower price.
It is clear to me that Expedia trains its employees to deny and delay its customers endlessly in order to get them to just hang up and pay extra fees out of frustration. This company works very much like a SCAM - once they have your money, they do everything in their power NOT to provide you with the goods and services that you have paid for.
STAY AWAY AT ALL COSTS - YOU MIGHT BE THE NEXT PERSON THEY TRY TO SCREW OVER (this includes all companies in the Expedia Group, which includes Expedia.com, *** and many others - do your research and beware of this conglomerate).
Got double charged for my trip and they canceled my flight home without informing me until I was already on my vacation. I spent the last day of my vacation on the phone and still ended up paying 600 dollars to get home.
I have contacted Expedia multiple times about my issue. I booked a non-refundable hotel and the hotel canceled my reservation due to Covid-19. This was not voluntary on my end. I have emailed the hotel directly and they said to issue a full refund. All Expedia can do is offer me a voucher to that specific hotel good for one year. They do not want to offer me a refund on the original payment used. I have paid but no goods or services were received. I even contacted my credit card company and Expedia sent them a couple of screenshots saying the hotel was nonrefundable and I didn't cancel it -that the booking was still in place, which was false.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:
We are able to confirm there are two bookings on this reservation
I can confirm that the booking made for *** Hotel and Casino Las Vegas was created on January 23, 2020 for arrival on May 16, 2020 and departure on May 19, 2020. The second booking was created on January 23, 2020 for arrival on May 14, 2020 and departure on May 16, 2020.
At the time of booking, the customer agreed to the following cancellation policy: Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded
Customer care was able to obtain approval for a refund for both bookings.
We have issued a refund in the amount of 402.26 USD and 217.88 USD. There was also reward points used on this booking, a refund in the amount of 2744 was also issued back to the account. Please note: the refund were issued on August 5, 2020.The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.
As a refund has been issued, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Consumer Relations Representative
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked travel to Las Vegas Nevada in the amount of $2,304.00 property is *** Village. Due to Covid-19, the trip was cancelled as the resort was closed until further notice. I contacted Expedia and was issued a coupon to be within one year of the date of issue. I tried to rebook the trip numerous time with the coupon only to be told the coupon is invalid. The initial call to report the coupon was invalid was June 9, 2020, as of this date I have called Expedia 10 times, numerous times I was put on hold for over an hour and then the line would disconnect. The reservation number associated with this booking is ***.
I am now requesting assistance with this issue, please let me know if you are able to assist me.
I
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on Feb 27, 2020 for arrival on May 1, 2020 and departure on May 5, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.We have confirmed there were two rooms booked with this reservation. Customer care was able to obtain approval for a refund in the amount of 1,152.04 USD and 1,152.04 USD, the refunds was issued on July 28, 2020. The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As refunds has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Consumer Relations RepresentativeTell us why here...
On March 21st we bought a ticket to South Korea leaving on March 23rd. Then we cancelled right away because the web sight stated 24 hour free cancellation. The web sight confirmed the ticket was cancelled. After months of phone calls, we even received an email stating that Expedia did in fact received the cancellation notice. We have called customer service over 10 times to receive the refund but we get the run around every time. At first they stated it will take a few weeks and a few weeks later they say the same thing. It is now July 16th, almost four months later, and we still have not received our money back. We spent over $2100 for the ticket.
August 11,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer booked a one way flight with *** Airlines for travel from Dallas,
TX, USA to Seoul, South Korea for travel on March 23, 2020 via itinerary ***.The customer
booked the same flight for travel on March 22, 2020 later the same date via
itinerary ***.The
customer called at a later time asking for a refund. The flight on itinerary ***
had been no showed, and the one on itinerary *** had been used. We
contacted the airline multiple times. They advised that if a fee of $120.00 was
paid for the no showed flight they would open the ticket and allow us to refund
it. To date this process has not been completed.We did
not find records of the cancelation being requested and are unable to view the
booking data at this time. If the customer contacts our call center and pays
the fee to the airline so that we can open the ticket and refund it, we will
refund the same credit card for the $120.00 fee paid to the same credit card
provided. Please provide case number ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:I talked to expedia customer service on June 23rd and that's what they told me. I told them I had already received the confirmation e-mail of the flight cancelation from expedia. So expedia created another case # saying expedia will pay $120 so that *** airline will open the ticket and process to give me a refund. I have already fixed this problem on June 23rd. Sincerely
Refund Request Expedia Itinerary number: ***
I had booked a hotel reservation in Florence, Italy for May 2020, and could not travel because of Covid-related travel bans. I've asked Expedia for a refund multiple times and they are lying about the situation. I have been in touch with the hotel, and they've confirmed they want to issue a full refund for this order and it is actually Expedia who is keeping the funds. I have already received a full refund for an identical reservation (booked through Expedia's Chase Travel Portal). Expedia claims that they can only offer me a voucher, but they are just withholding money from the hotel.
Dear Revdex.com,It has been my pleasure to assist with *** #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 2, 2020 via Expedia website for arrival on 9 May 2020 and departure on 12 May 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.Customer care reached out to the hotel on three occasions requesting a waiver of the non-refundable policy. We were unsuccessful in getting a refund authorization. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $1,446.58. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team