On Expedia, I booked 3 one-way flight tickets (for 3 individuals, myself included) to Barcelona, Spain and a 4-night hotel on March 2nd, 2020. The trip was/is from 7/31/2020 – 8/5/2020. The total was $1,130.86. This booking was made prior to USA and Spain's closure due to Covid-19. There are essentially two issues I am having with Expedia: 1) My flights. 2) My hotel booking. In regards to my flight, I checked the flights status and noticed that my flight to Spain got cancelled. Expedia noted that my money spent on the flights will be held as flight credit, divided between the 3 travelers. This flight credit, according to Expedia’s customer service and their guidelines, will be valid to use until February, 2021. However, if I were to use the credit and the new booked flight is priced higher than the original flight paid for, the traveler has to pay for the rest of the amount. If the new flight is priced at a lower amount than the initial flight, the rest of the money we paid for will be voided. So, we, the travelers, will essentially lose the rest of the money paid. I automatically think this is unfair and unsatisfactory. How will I know when it is actually “safe” to travel to Spain again? What if I book before the expiration date and my flight still gets cancelled and we still cannot travel? Now, regarding my hotel booking: Right after seeing that my flight got cancelled & that Spain’s borders are closed to travelers from the U.S., I messaged Expedia's customer service on their website and explained to them that I am no longer able to travel to Spain and would like to get a refund for my hotel booking due to Covid-19. Expedia's customer service told me I cannot get a refund, but I can cancel the reservation with them free of charge and receive no credit/refund paid for the hotel. I then backed down and asked if I can at least change the reservation date on my hotel so that my money does not go to waste. Expedia's customer service told me to contact the hotel directly about this request. On June 30th, I messaged the hotel directly on Expedia's website and asked them if it is possible to change the dates so we can travel after Spain opens its borders to travelers from the U.S. The hotel messaged me back and said they will accept the change in dates, but I must contact Expedia to do this. There is proof of my conversation with the hotel on my account on Expedia. I contacted Expedia once again via messenger and explained to them that the hotel agreed to change my hotel date, but I must make this change through Expedia. Expedia's customer service told me that they need a waiver from the hotel. I asked what kind of waiver they were looking for, seeing that the hotel already accepted my request for a date change. Expedia's customer service told me they will speak to the hotel & get back to me regarding the request. About a day later Expedia e-mailed me noting that the hotel denied the request to alter my hotel dates. I am completely baffled since the hotel clearly told me that it is fine to change the date. The hotel’s front desk was kind and understanding, but to Expedia they are not? How did Expedia initiate this date change request? Is Expedia being honest to their customers, or are we being taken advantage of during a pandemic? I messaged the hotel again, on July 8th, trying to make sense of the drastic difference between their answers, but there is still no reply from the hotel. If I could legally travel to Spain, I would. Unfortunately, I am unable to travel due to Covid-19 and Expedia is giving me no options to compensate me for my money spent on the hotel and the customer service does not seem to be aware of the time and stress this is causing me - especially during a pandemic.
Expedia.com Response
• Aug 20, 2020
August 20,
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 Miss ***.The
customer had a package containing four nights with the ***, in Barcelona,
Spain, with check in on August 1, 2020, and roundtrip flights with ***The
flights appear to have been canceled on May 22, 2020. We did not receive a
waiver to provide a refund of the flights. Currently the airline has taken over
control of their tickets for refunds and Expedia is unable to process a refund
of any of their tickets. We emailed the airline to request that they process
the refund or advise us further on their status. We will advise the customer
further when we receive a reply. Please note that the airline might reach out
to the customer directly.The hotel
was nonrefundable with no changes allowed. They offer the customer the option
to change the dates as a goodwill gesture prior to arrival. The hotel emailed the
customer directly on July 28, 2020 to advise them that they had not received
the new dates for the reservation. On August 1, 2020 the reservation went to no
show and had no value. No refund can be provided for the hotel.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
I booked a trip to Spain in March through Expedia and was canceled due to the Covid and never received a refund or anything and did a bundle deal and never received refund for the whole thing
Expedia.com Response
• Aug 11, 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 purchased a package including four nights with the ***,
in Barcelona, Spain, with check in on March 16, 2020, roundtrip flights with
*** Airlines and vacation waiver coverage.The hotel
and flights were not used, and not canceled prior to or during travel. Normally
this would be forfeiture of all value of both items. We are advocating with the
travel suppliers to see what might be available.The airline
is allowing the tickets to be exchanged for new Special Vacation Airfare flights
with the same airline, with the same country of origin, and the same
passengers. A change fee will not be collected, but any difference for the new
fare will be. The new travel must be booked and completed within one year of
the original purchase date.All of
the nights of the hotel reservation are considered to be used. We contacted the
hotel to see if a credit or refund might be allowed. We will reach out to the
customer directly with any reply we receive.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
I booked passage with *** Cruises sailing from
Honolulu, HI to Tahiti. This was a one way cruise and as such I booked my return flight home on *** via Expedia for $454.56. *** Cruises cancelled all cruises due to COVID-19 and as a result O was forced to cancel my flight reservation. *** and Expedia has both refused to refund my money, they have issued a credit only for another flight that originates in Tahiti. This is horrible customer service, I will
never be able to use this credit, I wilI never be in Tahiti to ever use it. I have called and called with no resolution. I called Expedia they blame ***, I call *** they blame Expedia. I want my refund immediately. This is not good business, punish the consumer when the entire Nation is battling COVID-19. That is money that is owed back to me, service was not rendered due to no fault of my own.
Expedia.com Response
• Aug 11, 2020
August 10,
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 one way ticket with *** Airlines for travel to Honolulu,
HI on October 6, 2020. The ticket was nonrefundable. On April
18, 2020 the customer canceled the ticket. The airline was still operating the
flights as scheduled at the time of cancelation. A refund is not available for
the ticket. While we
understand that the customer had an unforeseen change of plans, Expedia is
unable to provide a refund or compensation for travel expenses. 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
We booked our flight, resort, and transportation to Cancun, Mexico through Expedia. Our confirmation email from Expedia stated that we had to cancel or change our bookings by July 6 @3pm. We were waiting on passports that never came and ended up contacting Expedia on July 6 @ approximately 12pm to request to change our booking and then ultimately to just cancel bc it was taking so long to accomplish this with customer service and I was at work. Apparently we were given credits for our flights, who knows about the transportation, but they claimed our deadline to cancel or change our resort was July 6 @9AM. Bc of this they told me they could call the resort and request we not incur any penalties. The resort denied the request. Expedia should honor the deadline they gave me. It shouldn't even matter what the hotel says. I offered to send them the email they sent me with the deadline we were given. We spent days of trying to talk with them, being put on hold for hours, being hung up on after hours of being on hold, talking to 7+ people, finally getting someone in corporate (who said they were going to get back in touch the following day and did not) we STILL do not have any resolution. I was sent an email stating the resort denied the request. We've also requested a transcript of all chats and calls and received nothing. Expedia is in breach of contract at a minimum. I view it as fraud and theft. I will not stop until they make this right.
Expedia.com Response
• Aug 13, 2020
August 13,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms. ***, Revdex.com case
number *** regarding a refund. We
understand that Ms. is requesting a full refund for the reservation.
Our records indicate on April 13, 2020, Ms. or an authorized user of the
account self-booked five roundtrip flights on *** Airlines departing on July
13, 2020 from Dallas, TX to Cancun, Quintana Roo, Mexico Springs, CO and returning
on July 18, 2020 with a five night stay at *** & Spa - All
Inclusive and round trip ground transportation via ***.
We can confirm
on June 8, 2020, the customer
request an earlier flight. Our representative advised the earliest is what the airline is offering. No changes were made to the reservation.
The customer communicated
from July 6, 2020
through August 6, 2020, with our online CHAT Team. The customer initially requested to change the entire reservation to July 27, 2020
through August 1, 2020. There was a communication error where the customer
stopped replying in CHAT and no changes were made to the reservation. The customer communicated with our online CHAT
Team later on and requested a cancellation. Our representative reviewed the account and
advised the cancellation would be with a future travel credit. The customer advised that she needed to leave
CHAT. The reservation was never
cancelled as the CHAT communication ended. On multiple occasions the customer inquired on cancelling and changing
dates and/or getting a refund.
After further review on August
13, 2020, Expedia confirmed the hotel reservation
policy and contacted the hotel to verify. They advised they are retaining the penalty of two nights plus taxes per
room ($421.64) and authorized Expedia to refund the difference. The refund of $632.44 was issued for the
hotel to the original card charged. The
request to cancel for the ground transportation needed to transpire 48 hours
prior to pick up time and customer attempted to cancel on July 6, 2020. There is no refund being issued for the
ground transportation. Expedia spoke with
*** Airlines and they advised the cancellation due to schedule change
qualifies for a refund. Expedia
submitted the refund via *** Airlines system. *** Airlines advised the refund could
take from 20-45 days before it appears back on the card ending ***.
Please note that 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. *** Airlines was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
Expedia sold us car insurance for a *** in Mexico in March of 2020. This type of car insurance is not excepted in Mexico and therefore we had to purchase additional insurance at the *** company. I’ve been trying for months to contact Expedia about a refund to no avail. Every time I get someone on the phone and explain the situation and ask for a refund the call mysteriously gets disconnected.
Expedia.com Response
• Aug 13, 2020
August 13,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms.
***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $110.00 for the protection.
Our records indicate on February 8, 2020, Ms. or an authorized user of the
account self-booked a nine day rental car with *** picking up on March
5, 2020 and returning on March 14, 2020 along with the Collision Damage Plan via
***.
We can confirm from July 15, 2020 through July 17, 2020, there were numerous calls by the customer regarding the
request to receive a refund for the Collision Damage Plan. Our
representative contacted *** and they advised we need to contact the location. The representative called the location but
there was no answer.
After further review on August 13, 2020 , Expedia verified
the *** reservation. Expedia contacted
the *** location and they advised they require local insurance (liability)
be taken out with their vehicles. *** stated the liability is in addition to any other coverage such as the Collision
Damage Plan, but their liability is required to rent. The Collision Damage Plan was on the vehicle
at the time of rental and had there been an accident would have given the
customer some added coverage. Expedia is
not able to issue a refund for the Collision Damage Plan.Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of 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.
Based on above we are not able to honor the refund request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di F* Corporate Correspondence Team
on January 6,2020 I bought a vacation package to travel to turkey on June 8, 2020. but because of corvid19 everything was cancel now expedia refuses to refund my money even thought we bought a vacation waiver that we could cancel for any reason
Expedia.com Response
• Aug 13, 2020
August 13, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
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 a refund. We
understand that Mr. is requesting a refund of $4113.67 for his reservation.
Our records
indicate on January 6, 2020, Mr. or
an authorized user of the account self-booked three roundtrip flights on *** departing on June 8, 2020 from Miami,
FL, USA to Istanbul,
Turkey and returning on April 16,
2020, with a seven night stay at *** the Vacation
Waiver and roundtrip airport shuttle via ***.
We can confirm on March 18, 2020, the customer
cancelled the roundtrip shuttle transfer online. The cancellation created a refund of
$106.67. The refund was issued to the
original card that was charged From May 23, 2020 through July 16, 2020, the customer called in on numerous occasions asking about
options on cancelling her flight and getting a refund. Our representative advised per the airline a future
travel credit would be applicable. One
of our representatives issued a refund for the hotel in the amount of $480.02.
After further review on August 13, 2020, Expedia verified
*** Airlines reservation. The
customer cancelled the flight reservation on April 18, 2020 via online electronic
web form. Expedia emailed a cancellation
email to the email address on file, it advised of the flight credit. Expedia contacted *** and the verified
that the future flight credit is applicable, the ticket validity is 24 months
ticket from the original date of issue January 6, 2020). Due to COVID-19 *** advised the origin and
destination can be changed new ticket must be a bulk fare ticket. The customer
needs to contact Expedia Customer Service Department at 877-227-7481 to exchange the ticket. Tickets have no value after January 5, 2022.
Please note that 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. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES
AND RESTRICTIONSAdditional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the travel supplier, which can be found on the supplier’s
website. You agree to abide by the terms and conditions of purchase imposed by
any supplier with whom you elect to deal, including, but not limited to,
payment of all amounts when due and compliance with the supplier's rules and
restrictions regarding availability and use of fares, products, or services.
Airfare is only guaranteed once the purchase has been completed and the tickets
have been issued. Airlines and other travel suppliers may change their prices
without notice. We reserve the right to cancel your booking if full payment is
not received in a timely fashion.Our Terms of Use
further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of 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.
Based on above we are not able to
honor the refund request. We thank you
for allowing us the opportunity to address the issues brought to our attention.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely, Di-Di F Corporate
Correspondence Team
Customer Response
• Aug 13, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I have contacted *** airlines and they told me that Expedia is holding my money not them
I booked a hotel reservation for August in Ibiza, Spain through Expedia. According to the U.S. Embassy, U.S. citizens are not permitted to travel to Spain for recreational purposes. I contacted Expedia directly and also attempted to dispute the claim. Expedia reported that I was unable to change the dates of my reservation and cancelled my reservation without my permission.
Expedia.com Response
• Aug 07, 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 *** Resort & Spa - All Inclusive on August 2, 2020 for Arrival on August 5, 2020 and departure on August 9, 2020. At the time of booking the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Our call centers have been working around the clock to keep up with customer requests, and we are truly sorry for any frustration this situation may have caused the customer. During a time where an unprecedented number of customers have travel that is impacted by COVID19 our teams are doing everything in their power to assist each customer in a timely manner. From July 07 thru July 14, 2020 the customer was in communication with our customer care team. Customer care reached out to the property to try and obtain a waiver for the customer. Unfortunately, the property declined our request. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. After further review of the customer's booking, our records indicate that the customer filed a dispute with their financial institution for the reservation. As a result, the booking was cancelled on July 15, 2020. While we understand the customer wishes to receive a refund for the reservation, the hotel has billed us in full for the booking. As such, we are unable to offer a refund for the booking. Kind Regards, The Expedia Team
I have a reservation in London on May but because of COVID-19 they canceled my reservation, it’s non refundable but they canceled it and after contact them for more than month they agreed to refund my money and ask me to wait for 30 day and the money will be in my card. Now it has been more than 2 months and when I contact them they refuse to refund my money and offer a voucher and told me that the owner refuse I talked with the owner and he denied that and told me Expedia have the money. I have emails from them proof that they agreed to refund my money
Customer Response
• Aug 06, 2020
Hello,
I have a complaint and Expedia contact me and it’s already resolved. Thank you for your help.
I purchased 2 airline tickets for travel on June 16 on my credit card. Paid off the card. Then on July 10th I was informed from Expedia, the airline has cancelled the flights I needed. I tried calling Expedia for my refund. They state they're "out of country" & gave me this number to call for USA calls (but I still got a foreigner) *** contact the support team at +1-404-728-8787
They were less than helpful. Said they "could issue a credit voucher for future travel". I explained with COVID there won't be any future travel & I want my money credited back to my card. So she put me on hold for an hour & a half without coming back, until I hung up! I can't get through to them. They have not called me back or emailed me. I am out $750.00!!
Here is some of the information:
*** Requested Email: Flight Billing and Refunds - Itin: *** - Case ID : [REQ:***] *** [email protected]
*** my Intinerary#
Booking ID: ***
Wednesday, August 12, 2020
*** ORD
11:41 AM 12:12 PM
Detroit Chicago
*** ORD COS
01:20 PM 03:07 PM
Chicago Colorado Springs
*** Saturday, August 15, 2020
COS DFW
10:46 AM 01:36 PM
Colorado Springs Dallas
*** DFW DTW
03:20 PM 07:05 PM
Dallas Detroit
Expedia.com Response
• Aug 13, 2020
August 13,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms. ***, Revdex.com case
number *** regarding a refund. We
understand that Ms. is requesting a refund for the flight reservation.
Our records indicate on June 16, 2020, Ms. or an authorized user of
the account self-booked two roundtrip flights on *** Airlines departing on August 12, 2020 from Detroit,
MI to Colorado Springs, CO and returning
on April 15, 2020 via ***.
We can confirm on July 9, 2020, Expedia emailed the customer that the airline
made a change to the flight reservation. The customer elected to cancel the reservation.
On August 12,
2020, Expedia cancelled the reservation
and the refund was submitted to *** Airlines. The refund is showing in *** Airline
system as $292.20 for each ticket is be processed to VISA card ending ***.
After further
review on August 13, 2020, Expedia confirms the refund status of the
ticket is showing $292.20 and will be refunded to the VISA card ending ***, for
a total of $584.40. The refund will be
issued to the original card charged by *** Airlines.
Please note that 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. *** Airlines was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di F* Corporate Correspondence Team
Customer Response
• Aug 13, 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.
Yes, they are now going to refund my credit card only because I got the Revdex.com involved. I am extremely grateful for you & your actions in this matter.
When they thought they were dealing with "just me", they were not nice & made it clear it would not go back on the card; but I would receive an Expedia voucher to have to deal with them again, in the future, if I chose to fly. It was a mess!
With the 14 day quarantine in Hawaii, it would be illegal for me to stay at the rented location. It is also illegal for the person to rent to someone who has not quarantined.
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 October 24, 2019 for arrival on July 23, 2020 and departure on July 24, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our records indicate this booking was left active and not canceled prior to check-in. Unfortunately, during the customer's communications with our customer care team, customer care was unable to obtain approval for a waiver from the property. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.After further review of the customer's request, we have issued a refund for this booking in the amount of 183.95 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 7 business days or within the next two billing cycles. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
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 would also like to point out that this situation was created as a result of Governor Ige of Hawaii decision to quarantine all new arrivals. The owner
was aware of this and refused to cancel the reservation, knowing it would be illegal for me to stay there. The business practices of this owner are
Due to covid19, I was not able to go to the hotel I booked in Greece. Expedia instructed for me to cancel the booking and they were going to provide a voucher. This is a 2794.05 dollars reservation. Hotel did contacted me directly but when I started asking question on how I would make the booking in the future, they said to contact Expedia. Right now I have called Expedia 6 times with no response. I keep getting I will get an answer in 7 days. I submitted a claim on my credit card and Expedia did respond to that stating that I refused the coupon, which is a lie. Please do not book with Expedia if you want to avoid being in this horrible position. *** was great to my best friend. Use *** or any other website for that matter. I strongly believe that how companies behave during this crisis, is how they were be looked at in the future. Expedia response has been the worst.
Expedia is run by thieves. The below email I sent to them is self-explanatory. I will be suing them in small claims court and see if any of their almighty staff show up. Apparently Expedia wants kids to get sick.
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I had made a reservation through Expedia in February 2020 for two rooms at the I *** Hotel in Bologna Italy for March 8-12, 2020. I was told by Expedia that this was a fully refundable reservation if cancelled at least 24 hours prior to arrival.
As you know, Italy was beginning to "lock down" by early March.
I had attempted to cancel through Expedia, but your employees - to whom everything had to be explained a dozen times - refused, stating I had to cancel through the hotel. The hotel stated the opposite.
This went on for a week or so. Thereafter, both Expedia and hotel told me that I had a fully NON-refundable reservation, and the best that could be done is that one day of each room be held by the hotel and credited for a future stay. I strenuously objected, because by then who knows when we would be able to travel again.
By early March, Bologna was under lockdown, no travel, etc.
I am at my wits end in trying to obtain a refund. And please note that I do NOT care who is "responsible," that Expedia is acting "only" as an agent (so I was told), I relied on Expedia. I had seen Mr. recent interview on CNBC, and I am truly sorry for the losses to the Expedia Group - however, I am even more sorry that I am out over 600 Euro because of this fraud. How can I stay at a hotel that was CLOSED by government edict, where my travel was prohibited, etc? How are they entitled to anything? And yes, Expedia needs to refund my funds, because a) they were acting as agents, and b) because I am quite sure that one call and/or email from Expedia would cause the hotel to refund this theft.
Or - would expedia expect me to take my child to COVID ravaged Italy? Is that what the goal would be?
If I sound exasperated, I am. Therefore, I expect a full refund by July 10, 2020, back to the credit card that I had used, or I will contact WTOP and NBC4 here in Washington, DC, both of which are looking for finance related COVID stories, as well as CNBC. I will also file a small claims court case against Expedia, if that is what it takes. Of course I hope to avoid all this.
I would very much appreciate a reply and a quick refund.
On March 13 I attempted to board my flight from Chicago to Abu Dhabi. I was informed by the ticket agent that Expedia had submitted my travel itinerary dates for March 13-22 although my tickets were for March 13-21. Therefore they couldn't issue me a ticket unless Expedia fixed the issue before my flight. The phone lines were down so we had to choose to miss our vacation or buy a second ticket from the airline at the airport (which we did). Expedia says they are waiting on the airline to refund my money but the airline is not at fault for the clerical error.
Expedia.com Response
• Aug 11, 2020
August 10, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on February 5, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on *** Mobile site under itinerary ***. Travel was with *** Airways, traveling from Chicago IL, USA to Abu Dhabi, United Arab Emirates departing on March 13, 2020 and returning on March 21, 2020, for a total of $1,620.50. The flight also included a flight protection plan. We understand Mrs. is requesting that Expedia refund the reservation based on the incorrect return date showing as confirmed. Between April 28, 2020 and August 4, 2020, Mrs. contacted Expedia to request assistance with the incorrect flight return date. The customer claimed her departure date changed from March 21st to March 22, 2020. Therefore, we sent several emails to *** Airways to obtain their airline records to determine what transpired at airport check-in. The Airline responded with their acknowledgement of our request back on, May 1, 2020. However, we did not receive their email following up with their records or an approval to refund Mrs.. We act only as an agent for their product and we do not have the authority to override or to change airline procedures. Additionally, we did not set *** Airways policies and we must abide by our suppliers' ticket terms. Furthermore, *** Airways is the merchant of record (the entity that charged Mrs.’s credit card) for the flight reservation. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Due to the extraordinary circumstances we contacted a specialized team with *** Airways to request a full refund. We are unable to process refunds against *** Airways tickets. The airline has suspended third-party transactions, due to these unprecedented times. We must consult with *** Airways to further address the complaint. Expedia is a third-party intermediary, and we are subject to airlines decisions of whose services we sell.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states: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 10, 2020, Expedia shows this amount: USD 2,394.10, refunded back on July 15, 2020. It may take up to 30 days’ for Mrs. to receive the refund depending on her financial intuition. We understand that Mrs. 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
The hotel I booked at notified me that the booking needs to be switched to a different resort, as the resort I booked at on Expedia’s site is closed. I have spent over 5 hours attempting to get this rescheduled over the phone, and sent multiple emails, but nobody can change the booking from one hotel to another.
The hotel has instructed me that there will be no additional fees, but the representatives I am speaking to continue to tell me there will be additional fees for my hotel. I have already gotten my travel switched through Expedia, but I cannot get my hotel changed.
Expedia.com Response
• Aug 11, 2020
August 11, 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 case number ***) regarding a vacation package. Our records show on July 12, 2020, Mr. or an authorized account user self-booked a package on Expedia Mobile site under itinerary *** . Travel was with *** Airlines, traveling from Columbus, OH, USA to Cancun, Quintana Roo, Mexico departing on August 8, 2020 and returning on August 15, 2020. The package included private shuttle with a hotel stay at, *** - Couples Only All Inclusive for a check in on August 8, 2020 and a check out on August 15, 2020, for a total of $4,308.31.Between July 13, 2020 to July 14, 2020, Mr. contacted Expedia to cancel the private shuttle service and to obtain a refund thereafter. We then processed the cancellation/refund for the shuttle service, totaling $62.72. It may take up to 30 days’ for Mr. to receive the refund depending upon his financial institution. He then needed assistance in changing to Excellence *** hotel property. Since the (***) will be closed until, August 28, 2020, therefore, we advocated on his behalf by contacting the ***. Regrettably, we were unable to obtain the approval needed to switch properties at no additional cost. On July 14, 2020, Expedia sent an email to the Excellence *** to verify if we can switch out their (***) property at no additional cost. However, the hotel did not respond, to further assist Mr. we sent him an email containing the *** cancellation policy,Cancellations or changes made after 1:00 AM local hotel time, Friday, August 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. 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.
Due to the Coronavirus outbreak, it was difficult to coordinate with either the *** or the Excellence *** as we are required to apply any increase in price for switching properties without hotel preapproval since we are a third-party intermediary, we are subject to the rules and restrictions of our suppliers. In addition, Mr. hotel accommodation remained refundable until Friday, August 7, 2020.On August 11, 2020, Expedia contacted the Excellence *** to determine if Mr. was able to check-in at no additional cost. The hotel representative advised that due to the (***) closure they permitted the property change to their Excellence *** hotel at no extra charge. The room type booked at the Excellence is (Excellence Club Junior Suite Ocean View).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,Melanie ***Corporate Correspondence Team
I have been trying to get Expedia to refund us for our canceled flights due to Covid-19 pandemic. Our March flight was canceled by the airline (*** or ***), and since we booked through Expedia, the airline does not entertain calls for refund unless it was booked directly through them. So I called Expedia since it is the travel agent that I directly dealt with and the one that charged my credit card. In my case, the airline is just a third party and Expedia has an obligation to refund me my money back. I warned them that my next step is to ask the Revdex.com for help. But they didn’t seem to be concerned. PLEASE HELP!
Here are the details of my calls to them aside from the facts that it took me many times leaving my number and they failed to call me back.
March 31, 2020 – I talked to Expedia Rep named Sid and he assured me that a refund will be filed and I will receive my money back in 8 weeks.
June 30, 2020 – NO refund has been given and their automated message said that there is “no refund pending” on my account. I left messages for Expedia to call me back. Finally, someone named Albert called me back and informed me that a refund for our tickets was filed on April 9, 2020, although my conversation with the first agent for refund was on March 31. I assured him that NO REFUND was received in my card and informed him that I used to work for the bank and I am very familiar in reading bank statements and I am constantly monitoring my account through banking online. Albert said that he will call me back in 48 hours to research what happened to my refund. But he did not call me back!
July 6, 2020 – I called Expedia again and left my number for a call back. Rep Nicole called me back and the conversation regarding refund was explained again. She tried to refer me back to the airline which I informed her that’s not suppose to be the case since I did not book my ticket with the airline but with Expedia. She gave me many excuses why I haven’t received my refund. So I asked for her supervisor and Alex (supervisor) came on the line. First he lied to me that a refund was “paid” and I called him out on that and asked him what account the refund went to. He then gave me another lame excuse of which is nonsense. When I told him that I worked for the bank and told him that I monitor my account, he gave me an excuse that Expedia is trying to get their refund from the airline and probably that causes the delay, I told him that’s not my problem and that Expedia is bonded just like banks to pay customers back when service is not provided, i.e. our canceled tickets. It has been more than 8 weeks (more than 3 months now and counting) as promised since March cancelation and filing for my refund on March 31.
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***
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 a flight reservation.
Our records show on March 3, 2020, Mrs. or an authorized user of the Expedia account, self-booked a round trip flight reservation for two traveler, under itinerary ***. Travel was aboard ***, departing on March 31, 2020, from Honolulu, HI USA, to Panglao, Philippines, returning on April 2, 2020, the flight included a flight protection plan. We understand Mrs. would like a full refund, because the flights were cancelled.
On March 27, 2020, the flight reservation was cancelled for airline credit in accordance with *** rules. On March 31, 2020, it was discovered that *** initiated an airline schedule change that caused the flight reservation to cancel.
Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.
Due to the Coronavirus outbreak, airlines are constantly updating their policies.
On April 10, 2020, we contacted *** to advocate on Mrs. behalf, regarding the refund request. Therefore, due to their initiation of the schedule change, Mrs. qualifies for a flight refund which was processed on our end. The time it takes for the refund to post to Mrs. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant, ***., it can take up to 8 – 12 weeks.
On August 10, 2020, we verified the form of payment used on the refund application with *** matches the credit card as Mrs. original form of payment. In addition, we sent an email to *** to request that $1,369.80, was refunded and the date it was deposited. Once the airline responds we will send Mrs. a notification by email. Due to the information provided above Expedia is unable to honor Mrs. refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Melanie ACorporate Correspondence Team
Customer Response
• Aug 12, 2020
Complaint: ***
I am rejecting this response because:
The refund process has extended way beyond the promise of 8-12 weeks starting on April 10, 2020. It Is now August 12
We booked a vacation in May and due to COVID-19 we had to cancel. Expedia would only offer us a one time use coupon to book again with the same hotel. So we rebooked for July. In July cases in Florida of COVID shot back up and it was considered a COVID hotspot. 5 days before we were set to leave I inquired through Expedia’s chat support if their were any option to cancel and get a full refund due to the COVID 19 cases increasing. The chat support rep told me they would personally reach out to the hotel and negotiate on my behalf. They came back and said that I had booked a non refundable room (which I was aware of) but that they would be able to get a full refund. I told them not to cancel it yet because I just wanted to know my options but then I verified with them that I would be able to receive a FULL refund. They told me yes. After discussing it with my wife we decided to go ahead and cancel to get the full refund. After talking to a second chat representative and stating what I was told before, they confirmed saying that I would be able to get a FULL refund Before canceling. After canceling they said I would be getting an email confirmation and only $250 instead of the over $2000 dollars I paid originally. They then told me it would take 24 hours for it to reflect but that I would get it back on my one time coupon. This is not what I originally wanted but I would take it just to get it taken care of. After 24 hours we received only a $69 coupon. I called Expedia this time and they said they would put in an Investigation that would be resolved in 3 days but the rep I talked to said she and her manager both could see in the chat that the rep confirmed I would be getting the $2000 back within 24 hours. After 2 days I received an email Stating they did not see any evidence that we were promised a full refund and so it was denied. I called back to discuss this with that department to only be told that they do not talk to customers directly and that they would not file any more claims for me because it would just be the same result
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 May 14, 2020 for arrival on July 9, 2020 and departure on July 18, 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 in the amount of 250.39 USD the refund was issued on July 4, 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
Complaint: ***
I am rejecting this response because:
While I never denied understanding the non refundable policy of the room while making the reservation on May 14, 2020 my complaint was on the way my trip was cancelled while being advised by the online chat representative on July 4, 2020. I had all intentions of going on my trip July 8th, 2020 but only reached out to “inquire” about options for a FULL reimbursement of my trip due to the rising cases of COVID-19 in Florida and that the Florida Keys were closing beaches for 4th of July weekend. It was not until Expedia’s rep told me I would be receiving everything back that I agreed to cancel my trip. If their representative had not told me this I would not have Canceled my trip. It was very misleading stating I would get a full refund without stating what I would be receiving back BEFORE they canceled my trip.
I booked two rooms at *** Service Apartment and *** - Serviced Apartments via Expedia in October 2019. This was a "book now, pay later" reservation. I later realised that both hotels (under the same management) had debited my credit card. Anyway I made a new booking at *** Hotel (where I ended up staying) and requested a refund.
Since October 2019 I have been chasing my bank (ABSA Ghana), The ABSA Credit Card team in SA and Expedia. After months we found out that the refund had been initiated in December but because the credit card I used for the booking had been cancelled and replaced with a new one (same bank), the transaction cannot be traced.
I got in touch with the hotel and asked for the authorisation code to assist my bank with tracing the transactions. They claimed not to have the code. I sent a separate email where I connected my bank to the hotel. My banker has asked them for the Authorisation Code or ARN and they have ignored the emails from my bank.
I am really tired of this. After chasing this refund for 9 months and having to pay interest charges on my card, I find the attitude of the hotel to be appalling (not to mention Expedia who could not assist).
My complaint today has been necessitated by the 9 month delay. This treatment is unfair and I would be grateful if you can get the hotel to take this up and ensure that it is closed.
At this point I have no choice but to keep escalating this issue to whichever authority until my money is refunded and interest charges paid.
Expedia.com Response
• Aug 06, 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 both reservations were booked for check in on November 11, 2020 through November 15, 2019 at the *** Serviced Apartments and the *** - Serviced Apartments.Upon review of the reservations they were booked as pay later reservations meaning the hotel properties rather than Hotels.com are the billing parties on the reservations. Per the terms and conditions of the Hotels.com website regarding pay Later booking types, the hotel property does reserve the right to either place a pre-authorization hold, or run a charge, on the credit card provided to hold the room until arrival to verify it is a valid form of payment. If it is a pre-authorization hold, that amount will fall off within 72 hours. If it is a charge, the hotel will either refund the charge or deduct it from the payment due at the front desk upon arrival.The bookings were cancelled October 23, 2020 through the website. Customer care was contacted October 31, 2019 regarding obtaining the refund for the reservation. Since Hotels.com is not the billing party we do need to contact the property and customer care did attempt to reach the property immediately regarding the refund. Unfortunately they were unable to reach the property. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Since Hotels.com is not the billing party we have not charged the customer's card and are unable to see any billing information associated with the charges to the customer's account. The refunds were processed by the *** - Serviced Apartments and *** Serviced Apartments, for any questions regarding billing our customer will need to contact the property directly or their financial institution.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Expedia.com Response
• Aug 10, 2020
Hello Revdex.com,Thank you for allowing us to respond to the customer's rebuttal in regards to case #***.As previously advised, this reservation was booked as a Pay Later reservation. This indicates the hotel collects the funds and Hotels.com does not hold any funds for these bookings. As such, we are unable to return any funds and do not have any information regarding the charges or refunds processed by the property. In order for the guest to resolve this issue, they will need to contact the hotel directly using the contact information on the confirmation or making a dispute with their financial institution. Since we do not hold any funds for these bookings, we are unable to action this request. I apologize we were not able to assist further. Thank you, The Expedia Team
Customer Response
• Aug 12, 2020
Complaint: ***
I am rejecting this response because:Expedia should be assisting its customers since they are the middle men between the customer and the hotel. It's surprising that when issues arise, they try to get themselves out of the mix.
Anyway, my bank has credited my account with the funds. I had to contact the COO of the bank to finally get closure on this. I just want to put this horrible experience behind me and move forward.
I booked a flight with Expedia, they took my money. The flight was canceled by the airline. I have been calling Expedia customer support for about 2 months now and have spent over 20 hours on the phone with them. Today their corporate tier two agent told me that my request has been denied (without reason) and my only option would be to sue. I don’t feel I should have to sue, it’s a simple situation, I gave them money to provide a service, I did not get the service, I should get my money back.
Their customer service department has given me the run around and has lied to me. One of their managers even said she was issuing a refund while I was on the phone, I later found out that was a lie. I have been told several times I am owed a refund by policy and now they say my only option is to sue.
Expedia.com Response
• Aug 11, 2020
August 11, 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 a full refund due to COVID-19.
Our records indicate that on April 16, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a combined flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** (operating carrier) from Minneapolis, MN, United States, to
Toronto, ON, Canada on June 8, 2020 and on *** Airlines (validating carrier) from Toronto, ON, Canada to Manila, Philippines. And returning on
*** Airlines for June 22, 2020.
We would like to inform you, we were able to process a refund for the amount of $1,595.41USD. The time it takes the refund to post to your account varies,
depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez MCorporate Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because: As I have stated, previous Expedia representatives have stated they had processed the refund for the full amount of $1609.23 because it was cancelled by the airline, which later Expedia representatives stated that no refund had been processed. They even went so far as to say my only option remaining would be to contact Expedia’s legal department (I assume he meant I’d need to sue Expedia). At this point I don’t trust Expedia’s word, I’ll believe it when I see it. To get the majority of my money back as a refund at $1595.41 Would be acceptable and allowing Expedia to keep their free to help pay for better customer service despite doing so would still violate USDOT regulations for flights cancelled by the airline.
There are no refunds showing in progress using Expedia’s website and app. I’ll believe it when I see it.
I had planned a trip to Santiago, Chile with Expedia. Both flight and hotel (*** suites). There was a travel ban to Chile at the time of my trip. My flight was cancelled. Expedia did not follow up about the hotel since it was a bundle package. They acted as if I cold still go. I have had to call in multiple times to get any information on the refund status since the trip had become impossible. I spent 4 hours on the phone to no avail. They pushed me from person to person. No one could really help me. After a month of this, they have now told me that a refund is not possible given the reason for my request, which was that travel to this destination was cancelled. Expedia was unable to reach the hotel stating they were probably closed when I asked for a refund. Expedia and the hotel basically cancelled and then required me to pay still.
Expedia.com Response
• Aug 10, 2020
August 10, 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 a refund of his Travel Protection Plan due to the COVID-19.
Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that Mr.
to reply to this email with the applicable itinerary number and email address associated with this complaint.
While we regret that your 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
Customer Response
• Aug 10, 2020
Complaint: ***
I am rejecting this response because:
Expedia claims they cannot find the itinerary. I found the itinerary number from their website. Response also does not address concern outlined in report.
In the beginning of July, there was a rumor going around that US citizens could enter Greece with an American passport. However, there were some details you had to provide to prove your heritage (being of Greek background), to get the exemption certificate from the nearest Greek Embassy in the USA. I did that. One of the details was a flight itinerary. I bought flight tickets from EXPEDIA.COM, to show the Embassy that I had flight tickets. It took me 3 days to get ahold of the Greek Embassy after buying the flight tickets from EXPEDIA.COM, and they denied and said no. I had no other option but to try and cancel the flight tickets. EXPEDIA.COM refuses to refund. EXPEDIA.COM also refused to cancel the tickets without paying $300 extra. I refused to pay that much money EXTRA as they were not living up to good service. I lost the flight tickets and I am now trying to get my money back for two flight tickets that I could NOT legally take. My bank is trying to dispute the transaction with me, but it is now up to EXPEDIA.COM. I will never buy flight tickets or hotel reservations with EXPEDIA.COM. They have 0 customer service. Their '24 hour policy' is ridiculous. I was not allowed to legally enter Greece due to COVID-19, therefore- I should be given my money back.
Expedia.com Response
• Aug 11, 2020
August 11, 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 Ms. *** (Revdex.com case number ***) regarding a flight reservation. On June 29, 2020, Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel was with *** Air Lines, traveling from Newark, NJ USA to Zurich, Switzerland departing on July 8, 2020, for a total of $2,126.74. We understand that Ms. is seeking a refund from Expedia since she was unable to obtain the necessary travel documents prior to departure. On July 1, 2020, Ms. contacted Expedia to cancel her non-refundable flight reservation because she could not travel. Therefore, we provided her with ***’s cancel policy which was in effect,*** Cancellation Policy: Ticket is non-refundable and subject to an exchange fee of $300, plus the fare difference. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those providers. *** is the merchant of record (the entity that charged the customer’s credit card) on this itinerary. On July 15, 2020, Ms. contacted Expedia to request a full refund due to an issue with her travel documentation. We then contacted *** Airlines to advocate on the customers behalf. The airline explained that if the ticket is cancelled voluntarily, its non-refundable, however, the flexibility policy states travel must depart on/before 31 December 2021. The change fee will be waived once and if there is a cost difference it will be collected during an exchange. Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted Expedia’s Terms of Use.Terms of use:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. In respect to international travel, the following information is provided during the booking process, and within the e-mailed confirmation: You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations. Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.On August 11, 2020, Expedia discovered that Ms. filed a credit card dispute against the value of her individual ticket total of, $1063.37. The status of Ms. reflects (Closed) as Ms. is working with her financial institution according to *** airlines. In regards to the second ticket under passenger Mr. ***, valued at $1063.37. The status is (open) for future travel credit use. However, prior to utilizing Mr. ticket value, Expedia must consult with *** Airlines based on Ms. dispute.While we regret Ms.’ experience was not as we would of hoped, due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Customer Response
• Aug 11, 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 am disappointed that Expedia refuses to refund, because I was not legally allowed to travel due to travel restrictions. I was trying to get a document from the embassy to fly right after I booked the ticket, but was unable to reach the embassy until that day. I disputed both transactions with my bank, as it is hard working money. I will never use Expedia again because they show where their customer service is. It’s very wrong. Especially at times like this.
On Expedia, I booked 3 one-way flight tickets (for 3 individuals, myself included) to Barcelona, Spain and a 4-night hotel on March 2nd, 2020. The trip was/is from 7/31/2020 – 8/5/2020. The total was $1,130.86. This booking was made prior to USA and Spain's closure due to Covid-19. There are essentially two issues I am having with Expedia: 1) My flights. 2) My hotel booking. In regards to my flight, I checked the flights status and noticed that my flight to Spain got cancelled. Expedia noted that my money spent on the flights will be held as flight credit, divided between the 3 travelers. This flight credit, according to Expedia’s customer service and their guidelines, will be valid to use until February, 2021. However, if I were to use the credit and the new booked flight is priced higher than the original flight paid for, the traveler has to pay for the rest of the amount. If the new flight is priced at a lower amount than the initial flight, the rest of the money we paid for will be voided. So, we, the travelers, will essentially lose the rest of the money paid. I automatically think this is unfair and unsatisfactory. How will I know when it is actually “safe” to travel to Spain again? What if I book before the expiration date and my flight still gets cancelled and we still cannot travel? Now, regarding my hotel booking: Right after seeing that my flight got cancelled & that Spain’s borders are closed to travelers from the U.S., I messaged Expedia's customer service on their website and explained to them that I am no longer able to travel to Spain and would like to get a refund for my hotel booking due to Covid-19. Expedia's customer service told me I cannot get a refund, but I can cancel the reservation with them free of charge and receive no credit/refund paid for the hotel. I then backed down and asked if I can at least change the reservation date on my hotel so that my money does not go to waste. Expedia's customer service told me to contact the hotel directly about this request. On June 30th, I messaged the hotel directly on Expedia's website and asked them if it is possible to change the dates so we can travel after Spain opens its borders to travelers from the U.S. The hotel messaged me back and said they will accept the change in dates, but I must contact Expedia to do this. There is proof of my conversation with the hotel on my account on Expedia. I contacted Expedia once again via messenger and explained to them that the hotel agreed to change my hotel date, but I must make this change through Expedia. Expedia's customer service told me that they need a waiver from the hotel. I asked what kind of waiver they were looking for, seeing that the hotel already accepted my request for a date change. Expedia's customer service told me they will speak to the hotel & get back to me regarding the request. About a day later Expedia e-mailed me noting that the hotel denied the request to alter my hotel dates. I am completely baffled since the hotel clearly told me that it is fine to change the date. The hotel’s front desk was kind and understanding, but to Expedia they are not? How did Expedia initiate this date change request? Is Expedia being honest to their customers, or are we being taken advantage of during a pandemic? I messaged the hotel again, on July 8th, trying to make sense of the drastic difference between their answers, but there is still no reply from the hotel. If I could legally travel to Spain, I would. Unfortunately, I am unable to travel due to Covid-19 and Expedia is giving me no options to compensate me for my money spent on the hotel and the customer service does not seem to be aware of the time and stress this is causing me - especially during a pandemic.
August 20,
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 Miss ***.The
customer had a package containing four nights with the ***, in Barcelona,
Spain, with check in on August 1, 2020, and roundtrip flights with ***The
flights appear to have been canceled on May 22, 2020. We did not receive a
waiver to provide a refund of the flights. Currently the airline has taken over
control of their tickets for refunds and Expedia is unable to process a refund
of any of their tickets. We emailed the airline to request that they process
the refund or advise us further on their status. We will advise the customer
further when we receive a reply. Please note that the airline might reach out
to the customer directly.The hotel
was nonrefundable with no changes allowed. They offer the customer the option
to change the dates as a goodwill gesture prior to arrival. The hotel emailed the
customer directly on July 28, 2020 to advise them that they had not received
the new dates for the reservation. On August 1, 2020 the reservation went to no
show and had no value. No refund can be provided for the hotel.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
I booked a trip to Spain in March through Expedia and was canceled due to the Covid and never received a refund or anything and did a bundle deal and never received refund for the whole thing
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 purchased a package including four nights with the ***,
in Barcelona, Spain, with check in on March 16, 2020, roundtrip flights with
*** Airlines and vacation waiver coverage.The hotel
and flights were not used, and not canceled prior to or during travel. Normally
this would be forfeiture of all value of both items. We are advocating with the
travel suppliers to see what might be available.The airline
is allowing the tickets to be exchanged for new Special Vacation Airfare flights
with the same airline, with the same country of origin, and the same
passengers. A change fee will not be collected, but any difference for the new
fare will be. The new travel must be booked and completed within one year of
the original purchase date.All of
the nights of the hotel reservation are considered to be used. We contacted the
hotel to see if a credit or refund might be allowed. We will reach out to the
customer directly with any reply we receive.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
I booked passage with *** Cruises sailing from
Honolulu, HI to Tahiti. This was a one way cruise and as such I booked my return flight home on *** via Expedia for $454.56. *** Cruises cancelled all cruises due to COVID-19 and as a result O was forced to cancel my flight reservation. *** and Expedia has both refused to refund my money, they have issued a credit only for another flight that originates in Tahiti. This is horrible customer service, I will
never be able to use this credit, I wilI never be in Tahiti to ever use it. I have called and called with no resolution. I called Expedia they blame ***, I call *** they blame Expedia. I want my refund immediately. This is not good business, punish the consumer when the entire Nation is battling COVID-19. That is money that is owed back to me, service was not rendered due to no fault of my own.
August 10,
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 one way ticket with *** Airlines for travel to Honolulu,
HI on October 6, 2020. The ticket was nonrefundable. On April
18, 2020 the customer canceled the ticket. The airline was still operating the
flights as scheduled at the time of cancelation. A refund is not available for
the ticket. While we
understand that the customer had an unforeseen change of plans, Expedia is
unable to provide a refund or compensation for travel expenses. 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
We booked our flight, resort, and transportation to Cancun, Mexico through Expedia. Our confirmation email from Expedia stated that we had to cancel or change our bookings by July 6 @3pm. We were waiting on passports that never came and ended up contacting Expedia on July 6 @ approximately 12pm to request to change our booking and then ultimately to just cancel bc it was taking so long to accomplish this with customer service and I was at work. Apparently we were given credits for our flights, who knows about the transportation, but they claimed our deadline to cancel or change our resort was July 6 @9AM. Bc of this they told me they could call the resort and request we not incur any penalties. The resort denied the request. Expedia should honor the deadline they gave me. It shouldn't even matter what the hotel says. I offered to send them the email they sent me with the deadline we were given. We spent days of trying to talk with them, being put on hold for hours, being hung up on after hours of being on hold, talking to 7+ people, finally getting someone in corporate (who said they were going to get back in touch the following day and did not) we STILL do not have any resolution. I was sent an email stating the resort denied the request. We've also requested a transcript of all chats and calls and received nothing. Expedia is in breach of contract at a minimum. I view it as fraud and theft. I will not stop until they make this right.
August 13,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms. ***, Revdex.com case
number *** regarding a refund. We
understand that Ms. is requesting a full refund for the reservation.
Our records indicate on April 13, 2020, Ms. or an authorized user of the
account self-booked five roundtrip flights on *** Airlines departing on July
13, 2020 from Dallas, TX to Cancun, Quintana Roo, Mexico Springs, CO and returning
on July 18, 2020 with a five night stay at *** & Spa - All
Inclusive and round trip ground transportation via ***.
We can confirm
on June 8, 2020, the customer
request an earlier flight. Our representative advised the earliest is what the airline is offering. No changes were made to the reservation.
The customer communicated
from July 6, 2020
through August 6, 2020, with our online CHAT Team. The customer initially requested to change the entire reservation to July 27, 2020
through August 1, 2020. There was a communication error where the customer
stopped replying in CHAT and no changes were made to the reservation. The customer communicated with our online CHAT
Team later on and requested a cancellation. Our representative reviewed the account and
advised the cancellation would be with a future travel credit. The customer advised that she needed to leave
CHAT. The reservation was never
cancelled as the CHAT communication ended. On multiple occasions the customer inquired on cancelling and changing
dates and/or getting a refund.
After further review on August
13, 2020, Expedia confirmed the hotel reservation
policy and contacted the hotel to verify. They advised they are retaining the penalty of two nights plus taxes per
room ($421.64) and authorized Expedia to refund the difference. The refund of $632.44 was issued for the
hotel to the original card charged. The
request to cancel for the ground transportation needed to transpire 48 hours
prior to pick up time and customer attempted to cancel on July 6, 2020. There is no refund being issued for the
ground transportation. Expedia spoke with
*** Airlines and they advised the cancellation due to schedule change
qualifies for a refund. Expedia
submitted the refund via *** Airlines system. *** Airlines advised the refund could
take from 20-45 days before it appears back on the card ending ***.
Please note that 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. *** Airlines was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
Expedia sold us car insurance for a *** in Mexico in March of 2020. This type of car insurance is not excepted in Mexico and therefore we had to purchase additional insurance at the *** company. I’ve been trying for months to contact Expedia about a refund to no avail. Every time I get someone on the phone and explain the situation and ask for a refund the call mysteriously gets disconnected.
August 13,
* Corporate Correspondence Team
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms.
***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $110.00 for the protection.
Our records indicate on February 8, 2020, Ms. or an authorized user of the
account self-booked a nine day rental car with *** picking up on March
5, 2020 and returning on March 14, 2020 along with the Collision Damage Plan via
***.
We can confirm from July 15, 2020 through July 17, 2020, there were numerous calls by the customer regarding the
request to receive a refund for the Collision Damage Plan. Our
representative contacted *** and they advised we need to contact the location. The representative called the location but
there was no answer.
After further review on August 13, 2020 , Expedia verified
the *** reservation. Expedia contacted
the *** location and they advised they require local insurance (liability)
be taken out with their vehicles. *** stated the liability is in addition to any other coverage such as the Collision
Damage Plan, but their liability is required to rent. The Collision Damage Plan was on the vehicle
at the time of rental and had there been an accident would have given the
customer some added coverage. Expedia is
not able to issue a refund for the Collision Damage Plan.Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of 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.
Based on above we are not able to honor the refund request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di
F
Complaint: ***
I am rejecting this response because:
Sincerely
on January 6,2020 I bought a vacation package to travel to turkey on June 8, 2020. but because of corvid19 everything was cancel now expedia refuses to refund my money even thought we bought a vacation waiver that we could cancel for any reason
August 13, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
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 a refund. We
understand that Mr. is requesting a refund of $4113.67 for his reservation.
Our records
indicate on January 6, 2020, Mr. or
an authorized user of the account self-booked three roundtrip flights on *** departing on June 8, 2020 from Miami,
FL, USA to Istanbul,
Turkey and returning on April 16,
2020, with a seven night stay at *** the Vacation
Waiver and roundtrip airport shuttle via ***.
We can confirm on March 18, 2020, the customer
cancelled the roundtrip shuttle transfer online. The cancellation created a refund of
$106.67. The refund was issued to the
original card that was charged From May 23, 2020 through July 16, 2020, the customer called in on numerous occasions asking about
options on cancelling her flight and getting a refund. Our representative advised per the airline a future
travel credit would be applicable. One
of our representatives issued a refund for the hotel in the amount of $480.02.
After further review on August 13, 2020, Expedia verified
*** Airlines reservation. The
customer cancelled the flight reservation on April 18, 2020 via online electronic
web form. Expedia emailed a cancellation
email to the email address on file, it advised of the flight credit. Expedia contacted *** and the verified
that the future flight credit is applicable, the ticket validity is 24 months
ticket from the original date of issue January 6, 2020). Due to COVID-19 *** advised the origin and
destination can be changed new ticket must be a bulk fare ticket. The customer
needs to contact Expedia Customer Service Department at 877-227-7481 to exchange the ticket. Tickets have no value after January 5, 2022.
Please note that 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. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES
AND RESTRICTIONSAdditional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the travel supplier, which can be found on the supplier’s
website. You agree to abide by the terms and conditions of purchase imposed by
any supplier with whom you elect to deal, including, but not limited to,
payment of all amounts when due and compliance with the supplier's rules and
restrictions regarding availability and use of fares, products, or services.
Airfare is only guaranteed once the purchase has been completed and the tickets
have been issued. Airlines and other travel suppliers may change their prices
without notice. We reserve the right to cancel your booking if full payment is
not received in a timely fashion.Our Terms of Use
further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of 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.
Based on above we are not able to
honor the refund request. We thank you
for allowing us the opportunity to address the issues brought to our attention.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely, Di-Di F Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I have contacted *** airlines and they told me that Expedia is holding my money not them
for me to contact Expedia about getting my refund
I booked a hotel reservation for August in Ibiza, Spain through Expedia. According to the U.S. Embassy, U.S. citizens are not permitted to travel to Spain for recreational purposes. I contacted Expedia directly and also attempted to dispute the claim. Expedia reported that I was unable to change the dates of my reservation and cancelled my reservation without my permission.
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 *** Resort & Spa - All Inclusive on August 2, 2020 for Arrival on August 5, 2020 and departure on August 9, 2020. At the time of booking the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Our call centers have been working around the clock to keep up with customer requests, and we are truly sorry for any frustration this situation may have caused the customer. During a time where an unprecedented number of customers have travel that is impacted by COVID19 our teams are doing everything in their power to assist each customer in a timely manner. From July 07 thru July 14, 2020 the customer was in communication with our customer care team. Customer care reached out to the property to try and obtain a waiver for the customer. Unfortunately, the property declined our request. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. After further review of the customer's booking, our records indicate that the customer filed a dispute with their financial institution for the reservation. As a result, the booking was cancelled on July 15, 2020. While we understand the customer wishes to receive a refund for the reservation, the hotel has billed us in full for the booking. As such, we are unable to offer a refund for the booking. Kind Regards, The Expedia Team
I have a reservation in London on May but because of COVID-19 they canceled my reservation, it’s non refundable but they canceled it and after contact them for more than month they agreed to refund my money and ask me to wait for 30 day and the money will be in my card. Now it has been more than 2 months and when I contact them they refuse to refund my money and offer a voucher and told me that the owner refuse I talked with the owner and he denied that and told me Expedia have the money. I have emails from them proof that they agreed to refund my money
Hello,
I have a complaint and Expedia contact me and it’s already resolved. Thank you for your help.
I purchased 2 airline tickets for travel on June 16 on my credit card. Paid off the card. Then on July 10th I was informed from Expedia, the airline has cancelled the flights I needed. I tried calling Expedia for my refund. They state they're "out of country" & gave me this number to call for USA calls (but I still got a foreigner) *** contact the support team at +1-404-728-8787
They were less than helpful. Said they "could issue a credit voucher for future travel". I explained with COVID there won't be any future travel & I want my money credited back to my card. So she put me on hold for an hour & a half without coming back, until I hung up! I can't get through to them. They have not called me back or emailed me. I am out $750.00!!
Here is some of the information:
*** Requested Email: Flight Billing and Refunds - Itin: *** - Case ID : [REQ:***] ***
[email protected]
*** my Intinerary#
Booking ID: ***
Wednesday, August 12, 2020
*** ORD
11:41 AM 12:12 PM
Detroit Chicago
*** ORD COS
01:20 PM 03:07 PM
Chicago Colorado Springs
*** Saturday, August 15, 2020
COS DFW
10:46 AM 01:36 PM
Colorado Springs Dallas
*** DFW DTW
03:20 PM 07:05 PM
Dallas Detroit
August 13,
* Corporate Correspondence Team
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint 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 Ms. ***, Revdex.com case
number *** regarding a refund. We
understand that Ms. is requesting a refund for the flight reservation.
Our records indicate on June 16, 2020, Ms. or an authorized user of
the account self-booked two roundtrip flights on *** Airlines departing on August 12, 2020 from Detroit,
MI to Colorado Springs, CO and returning
on April 15, 2020 via ***.
We can confirm on July 9, 2020, Expedia emailed the customer that the airline
made a change to the flight reservation. The customer elected to cancel the reservation.
On August 12,
2020, Expedia cancelled the reservation
and the refund was submitted to *** Airlines. The refund is showing in *** Airline
system as $292.20 for each ticket is be processed to VISA card ending ***.
After further
review on August 13, 2020, Expedia confirms the refund status of the
ticket is showing $292.20 and will be refunded to the VISA card ending ***, for
a total of $584.40. The refund will be
issued to the original card charged by *** Airlines.
Please note that 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. *** Airlines was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di
F
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.
Yes, they are now going to refund my credit card only because I got the Revdex.com involved. I am extremely grateful for you & your actions in this matter.
When they thought they were dealing with "just me", they were not nice & made it clear it would not go back on the card; but I would receive an Expedia voucher to have to deal with them again, in the future, if I chose to fly. It was a mess!
THANK YOU! THANK YOU!! And a huge GOD BLess!
Sincerely
With the 14 day quarantine in Hawaii, it would be illegal for me to stay at the rented location. It is also illegal for the person to rent to someone who has not quarantined.
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 October 24, 2019 for arrival on July 23, 2020 and departure on July 24, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our records indicate this booking was left active and not canceled prior to check-in. Unfortunately, during the customer's communications with our customer care team, customer care was unable to obtain approval for a waiver from the property. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.After further review of the customer's request, we have issued a refund for this booking in the amount of 183.95 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 7 business days or within the next two billing cycles. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia 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 would also like to point out that this situation was created as a result of Governor Ige of Hawaii decision to quarantine all new arrivals. The owner
was aware of this and refused to cancel the reservation, knowing it would be illegal for me to stay there. The business practices of this owner are
disreputable and should be condoned!
Sincerely
Due to covid19, I was not able to go to the hotel I booked in Greece. Expedia instructed for me to cancel the booking and they were going to provide a voucher. This is a 2794.05 dollars reservation. Hotel did contacted me directly but when I started asking question on how I would make the booking in the future, they said to contact Expedia. Right now I have called Expedia 6 times with no response. I keep getting I will get an answer in 7 days. I submitted a claim on my credit card and Expedia did respond to that stating that I refused the coupon, which is a lie. Please do not book with Expedia if you want to avoid being in this horrible position. *** was great to my best friend. Use *** or any other website for that matter. I strongly believe that how companies behave during this crisis, is how they were be looked at in the future. Expedia response has been the worst.
Expedia is run by thieves. The below email I sent to them is self-explanatory. I will be suing them in small claims court and see if any of their almighty staff show up. Apparently Expedia wants kids to get sick.
---------
I had made a reservation through Expedia in February 2020 for two rooms at the I *** Hotel in Bologna Italy for March 8-12, 2020. I was told by Expedia that this was a fully refundable reservation if cancelled at least 24 hours prior to arrival.
As you know, Italy was beginning to "lock down" by early March.
I had attempted to cancel through Expedia, but your employees - to whom everything had to be explained a dozen times - refused, stating I had to cancel through the hotel. The hotel stated the opposite.
This went on for a week or so. Thereafter, both Expedia and hotel told me that I had a fully NON-refundable reservation, and the best that could be done is that one day of each room be held by the hotel and credited for a future stay. I strenuously objected, because by then who knows when we would be able to travel again.
By early March, Bologna was under lockdown, no travel, etc.
I am at my wits end in trying to obtain a refund. And please note that I do NOT care who is "responsible," that Expedia is acting "only" as an agent (so I was told), I relied on Expedia. I had seen Mr. recent interview on CNBC, and I am truly sorry for the losses to the Expedia Group - however, I am even more sorry that I am out over 600 Euro because of this fraud. How can I stay at a hotel that was CLOSED by government edict, where my travel was prohibited, etc? How are they entitled to anything? And yes, Expedia needs to refund my funds, because a) they were acting as agents, and b) because I am quite sure that one call and/or email from Expedia would cause the hotel to refund this theft.
Or - would expedia expect me to take my child to COVID ravaged Italy? Is that what the goal would be?
If I sound exasperated, I am. Therefore, I expect a full refund by July 10, 2020, back to the credit card that I had used, or I will contact WTOP and NBC4 here in Washington, DC, both of which are looking for finance related COVID stories, as well as CNBC. I will also file a small claims court case against Expedia, if that is what it takes. Of course I hope to avoid all this.
I would very much appreciate a reply and a quick refund.
On March 13 I attempted to board my flight from Chicago to Abu Dhabi. I was informed by the ticket agent that Expedia had submitted my travel itinerary dates for March 13-22 although my tickets were for March 13-21. Therefore they couldn't issue me a ticket unless Expedia fixed the issue before my flight. The phone lines were down so we had to choose to miss our vacation or buy a second ticket from the airline at the airport (which we did). Expedia says they are waiting on the airline to refund my money but the airline is not at fault for the clerical error.
August 10, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on February 5, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on *** Mobile site under itinerary ***. Travel was with *** Airways, traveling from Chicago IL, USA to Abu Dhabi, United Arab Emirates departing on March 13, 2020 and returning on March 21, 2020, for a total of $1,620.50. The flight also included a flight protection plan. We understand Mrs. is requesting that Expedia refund the reservation based on the incorrect return date showing as confirmed. Between April 28, 2020 and August 4, 2020, Mrs. contacted Expedia to request assistance with the incorrect flight return date. The customer claimed her departure date changed from March 21st to March 22, 2020. Therefore, we sent several emails to *** Airways to obtain their airline records to determine what transpired at airport check-in. The Airline responded with their acknowledgement of our request back on, May 1, 2020. However, we did not receive their email following up with their records or an approval to refund Mrs.. We act only as an agent for their product and we do not have the authority to override or to change airline procedures. Additionally, we did not set *** Airways policies and we must abide by our suppliers' ticket terms. Furthermore, *** Airways is the merchant of record (the entity that charged Mrs.’s credit card) for the flight reservation. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Due to the extraordinary circumstances we contacted a specialized team with *** Airways to request a full refund. We are unable to process refunds against *** Airways tickets. The airline has suspended third-party transactions, due to these unprecedented times. We must consult with *** Airways to further address the complaint. Expedia is a third-party intermediary, and we are subject to airlines decisions of whose services we sell.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states: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 10, 2020, Expedia shows this amount: USD 2,394.10, refunded back on July 15, 2020. It may take up to 30 days’ for Mrs. to receive the refund depending on her financial intuition. We understand that Mrs. 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
The hotel I booked at notified me that the booking needs to be switched to a different resort, as the resort I booked at on Expedia’s site is closed. I have spent over 5 hours attempting to get this rescheduled over the phone, and sent multiple emails, but nobody can change the booking from one hotel to another.
The hotel has instructed me that there will be no additional fees, but the representatives I am speaking to continue to tell me there will be additional fees for my hotel. I have already gotten my travel switched through Expedia, but I cannot get my hotel changed.
August 11, 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 case number ***) regarding a vacation package. Our records show on July 12, 2020, Mr. or an authorized account user self-booked a package on Expedia Mobile site under itinerary *** . Travel was with *** Airlines, traveling from Columbus, OH, USA to Cancun, Quintana Roo, Mexico departing on August 8, 2020 and returning on August 15, 2020. The package included private shuttle with a hotel stay at, *** - Couples Only All Inclusive for a check in on August 8, 2020 and a check out on August 15, 2020, for a total of $4,308.31.Between July 13, 2020 to July 14, 2020, Mr. contacted Expedia to cancel the private shuttle service and to obtain a refund thereafter. We then processed the cancellation/refund for the shuttle service, totaling $62.72. It may take up to 30 days’ for Mr. to receive the refund depending upon his financial institution. He then needed assistance in changing to Excellence *** hotel property. Since the (***) will be closed until, August 28, 2020, therefore, we advocated on his behalf by contacting the ***. Regrettably, we were unable to obtain the approval needed to switch properties at no additional cost. On July 14, 2020, Expedia sent an email to the Excellence *** to verify if we can switch out their (***) property at no additional cost. However, the hotel did not respond, to further assist Mr. we sent him an email containing the *** cancellation policy,Cancellations or changes made after 1:00 AM local hotel time, Friday, August 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. 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.
Due to the Coronavirus outbreak, it was difficult to coordinate with either the *** or the Excellence *** as we are required to apply any increase in price for switching properties without hotel preapproval since we are a third-party intermediary, we are subject to the rules and restrictions of our suppliers. In addition, Mr. hotel accommodation remained refundable until Friday, August 7, 2020.On August 11, 2020, Expedia contacted the Excellence *** to determine if Mr. was able to check-in at no additional cost. The hotel representative advised that due to the (***) closure they permitted the property change to their Excellence *** hotel at no extra charge. The room type booked at the Excellence is (Excellence Club Junior Suite Ocean View).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,Melanie ***Corporate Correspondence Team
I have been trying to get Expedia to refund us for our canceled flights due to Covid-19 pandemic. Our March flight was canceled by the airline (*** or ***), and since we booked through Expedia, the airline does not entertain calls for refund unless it was booked directly through them. So I called Expedia since it is the travel agent that I directly dealt with and the one that charged my credit card. In my case, the airline is just a third party and Expedia has an obligation to refund me my money back. I warned them that my next step is to ask the Revdex.com for help. But they didn’t seem to be concerned. PLEASE HELP!
Here are the details of my calls to them aside from the facts that it took me many times leaving my number and they failed to call me back.
March 31, 2020 – I talked to Expedia Rep named Sid and he assured me that a refund will be filed and I will receive my money back in 8 weeks.
June 30, 2020 – NO refund has been given and their automated message said that there is “no refund pending” on my account. I left messages for Expedia to call me back. Finally, someone named Albert called me back and informed me that a refund for our tickets was filed on April 9, 2020, although my conversation with the first agent for refund was on March 31. I assured him that NO REFUND was received in my card and informed him that I used to work for the bank and I am very familiar in reading bank statements and I am constantly monitoring my account through banking online. Albert said that he will call me back in 48 hours to research what happened to my refund. But he did not call me back!
July 6, 2020 – I called Expedia again and left my number for a call back. Rep Nicole called me back and the conversation regarding refund was explained again. She tried to refer me back to the airline which I informed her that’s not suppose to be the case since I did not book my ticket with the airline but with Expedia. She gave me many excuses why I haven’t received my refund. So I asked for her supervisor and Alex (supervisor) came on the line. First he lied to me that a refund was “paid” and I called him out on that and asked him what account the refund went to. He then gave me another lame excuse of which is nonsense. When I told him that I worked for the bank and told him that I monitor my account, he gave me an excuse that Expedia is trying to get their refund from the airline and probably that causes the delay, I told him that’s not my problem and that Expedia is bonded just like banks to pay customers back when service is not provided, i.e. our canceled tickets. It has been more than 8 weeks (more than 3 months now and counting) as promised since March cancelation and filing for my refund on March 31.
August 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***
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 a flight reservation.
Our records show on March 3, 2020, Mrs. or an authorized user of the Expedia account, self-booked a round trip flight reservation for two traveler, under itinerary ***. Travel was aboard ***, departing on March 31, 2020, from Honolulu, HI USA, to Panglao, Philippines, returning on April 2, 2020, the flight included a flight protection plan. We understand Mrs. would like a full refund, because the flights were cancelled.
On March 27, 2020, the flight reservation was cancelled for airline credit in accordance with *** rules. On March 31, 2020, it was discovered that *** initiated an airline schedule change that caused the flight reservation to cancel.
Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.
Due to the Coronavirus outbreak, airlines are constantly updating their policies.
On April 10, 2020, we contacted *** to advocate on Mrs. behalf, regarding the refund request. Therefore, due to their initiation of the schedule change, Mrs. qualifies for a flight refund which was processed on our end. The time it takes for the refund to post to Mrs. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant, ***., it can take up to 8 – 12 weeks.
On August 10, 2020, we verified the form of payment used on the refund application with *** matches the credit card as Mrs. original form of payment. In addition, we sent an email to *** to request that $1,369.80, was refunded and the date it was deposited. Once the airline responds we will send Mrs. a notification by email. Due to the information provided above Expedia is unable to honor Mrs. refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The refund process has extended way beyond the promise of 8-12 weeks starting on April 10, 2020. It Is now August 12
Sincerely
We booked a vacation in May and due to COVID-19 we had to cancel. Expedia would only offer us a one time use coupon to book again with the same hotel. So we rebooked for July. In July cases in Florida of COVID shot back up and it was considered a COVID hotspot. 5 days before we were set to leave I inquired through Expedia’s chat support if their were any option to cancel and get a full refund due to the COVID 19 cases increasing. The chat support rep told me they would personally reach out to the hotel and negotiate on my behalf. They came back and said that I had booked a non refundable room (which I was aware of) but that they would be able to get a full refund. I told them not to cancel it yet because I just wanted to know my options but then I verified with them that I would be able to receive a FULL refund. They told me yes. After discussing it with my wife we decided to go ahead and cancel to get the full refund. After talking to a second chat representative and stating what I was told before, they confirmed saying that I would be able to get a FULL refund Before canceling. After canceling they said I would be getting an email confirmation and only $250 instead of the over $2000 dollars I paid originally. They then told me it would take 24 hours for it to reflect but that I would get it back on my one time coupon. This is not what I originally wanted but I would take it just to get it taken care of. After 24 hours we received only a $69 coupon. I called Expedia this time and they said they would put in an Investigation that would be resolved in 3 days but the rep I talked to said she and her manager both could see in the chat that the rep confirmed I would be getting the $2000 back within 24 hours. After 2 days I received an email Stating they did not see any evidence that we were promised a full refund and so it was denied. I called back to discuss this with that department to only be told that they do not talk to customers directly and that they would not file any more claims for me because it would just be the same result
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 May 14, 2020 for arrival on July 9, 2020 and departure on July 18, 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 in the amount of 250.39 USD the refund was issued on July 4, 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
Complaint: ***
I am rejecting this response because:
While I never denied understanding the non refundable policy of the room while making the reservation on May 14, 2020 my complaint was on the way my trip was cancelled while being advised by the online chat representative on July 4, 2020. I had all intentions of going on my trip July 8th, 2020 but only reached out to “inquire” about options for a FULL reimbursement of my trip due to the rising cases of COVID-19 in Florida and that the Florida Keys were closing beaches for 4th of July weekend. It was not until Expedia’s rep told me I would be receiving everything back that I agreed to cancel my trip. If their representative had not told me this I would not have Canceled my trip. It was very misleading stating I would get a full refund without stating what I would be receiving back BEFORE they canceled my trip.
Sincerely
Hello,
I booked two rooms at *** Service Apartment and *** - Serviced Apartments via Expedia in October 2019. This was a "book now, pay later" reservation. I later realised that both hotels (under the same management) had debited my credit card. Anyway I made a new booking at *** Hotel (where I ended up staying) and requested a refund.
Since October 2019 I have been chasing my bank (ABSA Ghana), The ABSA Credit Card team in SA and Expedia. After months we found out that the refund had been initiated in December but because the credit card I used for the booking had been cancelled and replaced with a new one (same bank), the transaction cannot be traced.
I got in touch with the hotel and asked for the authorisation code to assist my bank with tracing the transactions. They claimed not to have the code. I sent a separate email where I connected my bank to the hotel. My banker has asked them for the Authorisation Code or ARN and they have ignored the emails from my bank.
I am really tired of this. After chasing this refund for 9 months and having to pay interest charges on my card, I find the attitude of the hotel to be appalling (not to mention Expedia who could not assist).
My complaint today has been necessitated by the 9 month delay. This treatment is unfair and I would be grateful if you can get the hotel to take this up and ensure that it is closed.
At this point I have no choice but to keep escalating this issue to whichever authority until my money is refunded and interest charges paid.
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 both reservations were booked for check in on November 11, 2020 through November 15, 2019 at the *** Serviced Apartments and the *** - Serviced Apartments.Upon review of the reservations they were booked as pay later reservations meaning the hotel properties rather than Hotels.com are the billing parties on the reservations. Per the terms and conditions of the Hotels.com website regarding pay Later booking types, the hotel property does reserve the right to either place a pre-authorization hold, or run a charge, on the credit card provided to hold the room until arrival to verify it is a valid form of payment. If it is a pre-authorization hold, that amount will fall off within 72 hours. If it is a charge, the hotel will either refund the charge or deduct it from the payment due at the front desk upon arrival.The bookings were cancelled October 23, 2020 through the website. Customer care was contacted October 31, 2019 regarding obtaining the refund for the reservation. Since Hotels.com is not the billing party we do need to contact the property and customer care did attempt to reach the property immediately regarding the refund. Unfortunately they were unable to reach the property. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Since Hotels.com is not the billing party we have not charged the customer's card and are unable to see any billing information associated with the charges to the customer's account. The refunds were processed by the *** - Serviced Apartments and *** Serviced Apartments, for any questions regarding billing our customer will need to contact the property directly or their financial institution.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Hello Revdex.com,Thank you for allowing us to respond to the customer's rebuttal in regards to case #***.As previously advised, this reservation was booked as a Pay Later reservation. This indicates the hotel collects the funds and Hotels.com does not hold any funds for these bookings. As such, we are unable to return any funds and do not have any information regarding the charges or refunds processed by the property. In order for the guest to resolve this issue, they will need to contact the hotel directly using the contact information on the confirmation or making a dispute with their financial institution. Since we do not hold any funds for these bookings, we are unable to action this request. I apologize we were not able to assist further. Thank you, The Expedia Team
Complaint: ***
I am rejecting this response because:Expedia should be assisting its customers since they are the middle men between the customer and the hotel. It's surprising that when issues arise, they try to get themselves out of the mix.
Anyway, my bank has credited my account with the funds. I had to contact the COO of the bank to finally get closure on this. I just want to put this horrible experience behind me and move forward.
Sincerely
I booked a flight with Expedia, they took my money. The flight was canceled by the airline. I have been calling Expedia customer support for about 2 months now and have spent over 20 hours on the phone with them. Today their corporate tier two agent told me that my request has been denied (without reason) and my only option would be to sue. I don’t feel I should have to sue, it’s a simple situation, I gave them money to provide a service, I did not get the service, I should get my money back.
Their customer service department has given me the run around and has lied to me. One of their managers even said she was issuing a refund while I was on the phone, I later found out that was a lie. I have been told several times I am owed a refund by policy and now they say my only option is to sue.
August 11, 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 a full refund due to COVID-19.
Our records indicate that on April 16, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a combined flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** (operating carrier) from Minneapolis, MN, United States, to
Toronto, ON, Canada on June 8, 2020 and on *** Airlines (validating carrier) from Toronto, ON, Canada to Manila, Philippines. And returning on
*** Airlines for June 22, 2020.
We would like to inform you, we were able to process a refund for the amount of $1,595.41USD. The time it takes the refund to post to your account varies,
depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: As I have stated, previous Expedia representatives have stated they had processed the refund for the full amount of $1609.23 because it was cancelled by the airline, which later Expedia representatives stated that no refund had been processed. They even went so far as to say my only option remaining would be to contact Expedia’s legal department (I assume he meant I’d need to sue Expedia). At this point I don’t trust Expedia’s word, I’ll believe it when I see it. To get the majority of my money back as a refund at $1595.41 Would be acceptable and allowing Expedia to keep their free to help pay for better customer service despite doing so would still violate USDOT regulations for flights cancelled by the airline.
There are no refunds showing in progress using Expedia’s website and app. I’ll believe it when I see it.
Sincerely
I had planned a trip to Santiago, Chile with Expedia. Both flight and hotel (*** suites). There was a travel ban to Chile at the time of my trip. My flight was cancelled. Expedia did not follow up about the hotel since it was a bundle package. They acted as if I cold still go. I have had to call in multiple times to get any information on the refund status since the trip had become impossible. I spent 4 hours on the phone to no avail. They pushed me from person to person. No one could really help me. After a month of this, they have now told me that a refund is not possible given the reason for my request, which was that travel to this destination was cancelled. Expedia was unable to reach the hotel stating they were probably closed when I asked for a refund. Expedia and the hotel basically cancelled and then required me to pay still.
August 10, 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 a refund of his Travel Protection Plan due to the COVID-19.
Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that Mr.
to reply to this email with the applicable itinerary number and email address associated with this complaint.
While we regret that your 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
Complaint: ***
I am rejecting this response because:
Expedia claims they cannot find the itinerary. I found the itinerary number from their website. Response also does not address concern outlined in report.
Sincerely
In the beginning of July, there was a rumor going around that US citizens could enter Greece with an American passport. However, there were some details you had to provide to prove your heritage (being of Greek background), to get the exemption certificate from the nearest Greek Embassy in the USA. I did that. One of the details was a flight itinerary. I bought flight tickets from EXPEDIA.COM, to show the Embassy that I had flight tickets. It took me 3 days to get ahold of the Greek Embassy after buying the flight tickets from EXPEDIA.COM, and they denied and said no. I had no other option but to try and cancel the flight tickets. EXPEDIA.COM refuses to refund. EXPEDIA.COM also refused to cancel the tickets without paying $300 extra. I refused to pay that much money EXTRA as they were not living up to good service. I lost the flight tickets and I am now trying to get my money back for two flight tickets that I could NOT legally take. My bank is trying to dispute the transaction with me, but it is now up to EXPEDIA.COM. I will never buy flight tickets or hotel reservations with EXPEDIA.COM. They have 0 customer service. Their '24 hour policy' is ridiculous. I was not allowed to legally enter Greece due to COVID-19, therefore- I should be given my money back.
August 11, 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 Ms. *** (Revdex.com case number ***) regarding a flight reservation. On June 29, 2020, Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel was with *** Air Lines, traveling from Newark, NJ USA to Zurich, Switzerland departing on July 8, 2020, for a total of $2,126.74. We understand that Ms. is seeking a refund from Expedia since she was unable to obtain the necessary travel documents prior to departure. On July 1, 2020, Ms. contacted Expedia to cancel her non-refundable flight reservation because she could not travel. Therefore, we provided her with ***’s cancel policy which was in effect,*** Cancellation Policy: Ticket is non-refundable and subject to an exchange fee of $300, plus the fare difference. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those providers. *** is the merchant of record (the entity that charged the customer’s credit card) on this itinerary. On July 15, 2020, Ms. contacted Expedia to request a full refund due to an issue with her travel documentation. We then contacted *** Airlines to advocate on the customers behalf. The airline explained that if the ticket is cancelled voluntarily, its non-refundable, however, the flexibility policy states travel must depart on/before 31 December 2021. The change fee will be waived once and if there is a cost difference it will be collected during an exchange. Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted Expedia’s Terms of Use.Terms of use:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. In respect to international travel, the following information is provided during the booking process, and within the e-mailed confirmation: You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations. Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.On August 11, 2020, Expedia discovered that Ms. filed a credit card dispute against the value of her individual ticket total of, $1063.37. The status of Ms. reflects (Closed) as Ms. is working with her financial institution according to *** airlines. In regards to the second ticket under passenger Mr. ***, valued at $1063.37. The status is (open) for future travel credit use. However, prior to utilizing Mr. ticket value, Expedia must consult with *** Airlines based on Ms. dispute.While we regret Ms.’ experience was not as we would of hoped, due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate 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 am disappointed that Expedia refuses to refund, because I was not legally allowed to travel due to travel restrictions. I was trying to get a document from the embassy to fly right after I booked the ticket, but was unable to reach the embassy until that day. I disputed both transactions with my bank, as it is hard working money. I will never use Expedia again because they show where their customer service is. It’s very wrong. Especially at times like this.
Sincerely