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
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.
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
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
I booked a hotel room online in expedia for the winter 2020. Later, due to covid 19 uncertainty, I tried to cancel it online and only to found that the reservation is managed by expedia/*** and thus could not be cancelled online (What a strange logic!) and I was informed that I have to cancel it over the phone. I called the provided phone number and waited 1 hour and 30 minutes before finally connected. It is terrible!
January 17, 2020 I did Hotel *** reservation Luxembourg City for two persons from May 19 to May 22,2020. Later in March have been announced about COVID-19. Hotel reservation have been cancelled May 11,2020.
Consumer contract is not performed as agreed, even hotel get a payment $481.07, which is described as non-refundable. I did cancelled my hotel reservation to be prevented from any service because government public health measures are not allowed to receive service for non-essential travelers from USA.In accordance with Expedia Group policy consumers, who did booking before March 19, 2020 with stays up to May 31, 2020 are eligible for full refund or voucher. Many times I contacted with Expedia Group and the merchant regarding this issue, but until this time I did not get money refund, they pressure me into taking an alternative option, only voucher. If country is closed, how I physically can get there? Expedia Group does not follow their policy and does not protect customers rights.
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 January 17, 2020 for arrival on May 19, 2020 and departure on May 22, 2020. At the time of booking, the customer agreed to the following cancellation policy: Non-RefundableCancellation and change policyThis booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund. We reached out to the property on behalf of the customer to try and obtain a refund waiver. Unfortunately; the hotel denied the refund and issued a voucher to the customer. The customer disputed the charges with their financial institution and the property rescinded the voucher offer. Please note: this is a pay later booking, as such the refund, if one is due, will come from the property, as Expedia.com has not collected any payment for this reservation. Conclusion/Resolution: Due to unprecedented volume of travel disruptions, our sites have been overloaded and we apologies for any issues you may have had while canceling this booking. As this booking has been cancelled, there is no further action required from our side. We would like to offer our apologies for any inconvenience this may have caused the customer. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Consumer Relations Representativ
I had booked a hotel through Expedia.com on 1/27/2020 (Itinerary #***) for *** Monterey on 5/22/2020-5/25/2020 using my *** credit card. The total was $554.76. Due to COVID19 and shelter in place warnings within my state as well as the event being cancelled that I planned on attending, I had to cancel said reservation. I tried multiple times to reach Expedia by phone with no resolve. I ended up having to use their virtual chat assistant to cancel the reservation and I was only offe*** a credit voucher for the property above and with an expiration date 1 year out.
This was a less than desirable refund for me as there is no end in sight for the pandemic, and odds are the rescheduled event would be cancelled again. However, because I was unable to reach anyone by phone, I took the refund as time was running out. I ended up using the voucher to rebook a hotel for the rescheduled event on 5/14/2020 (Itinerary # ***). The new dates were 10/9/2020-10/12/2020 at the same property, *** Monterey. I made sure to book a free cancellation property and time as the future was uncertain with the pandemic. I paid an additional $32.46 on my Chase credit card.
Sure enough, the event was postponed until 2021. I reached out to Expedia via phone on 7/9/2020 regarding cancelling my reservation for a full refund as the pandemic will continue to prevent me from travelling. The gentleman on the phone was very pleasant and mentioned that I would be eligible for for another voucher for the $554.76 and the $32.46 would be refunded to my Chase visa card. He stated that he would be reaching out to the property to see if they would be willing to refund Expedia so Expedia could refund my credit card. He asked me to call back in 24 hours for an update.
I called back in 48 hours later, allowing extra time for Expedia to get a response. This is where it went all down hill. I called in and politely explained the previous call I had and was just checking in for an update. After being on hold and off hold for around 30 minutes, the rep basically told me that it wasn't an option and I was not eligible for a voucher either. I explained my previous conversation again and the rep told me that there was no other options. I requested to speak with a supervisor. The supervisor was extremely abrasive and cut me off when trying to explain the situation. This caused me to get irritated as I could tell the person didn't want to hear my story and already had a decision regardless of my input. The supervisor told me that it was their final decision and that was it.
After that, I reached out to Expedia via their corporate twitter account. They too investigated and came to the same conclusion.
I don't comprehend how on a free cancellation itinerary I am not eligible for a refund.
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 on January 27, 2020 for arrival on May 22, 2020 and departure on May 25, 2020 at *** Hotel Monterey. At the time of booking the customer agreed to the non refundable cancellation policy At the time of booking, the customer agreed to the following cancellation policy:Non-RefundableCancellation and change 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 the customer reached out to us to request a refund for their booking because they were unable to utilize it. As the booking is non-refundable, we reached out to the hotel to see if they would be willing to offer a penalty waiver. Regrettably,we were unable to reach an approver. As such, we issued a voucher to the customer to use at a future stay. Our records indicate that the customer used the voucher for their booking for their stay at *** Hotel Monterey for an arrival date of October 9, 2020 and a departure date of October 12, 2020. At the time of booking the customer agreed to the non refundable cancellation policy:RefundableCancellation and change policy:Cancellations or changes made after 3:00 PM local hotel time, Thursday, October 8, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value Our records indicate that this booking was cancelled on July 9, 2020. A refund of 32.46 USD was issued back to the credit card used at the time of the booking. There was also a refund issued for the reward points used at the time of the booking in the amount of 7037.00 Expedia Reward points. Per the terms and conditions of the future travel voucher, once the booking is cancelled the voucher cannot be returned, booking a refundable reservation ensures the refund of any currency spent or any reward points used to assist in the booking of a reservation, not a voucher. This was agreed to and reviewed before accepting the final confirmation. Conclusion/Resolution: We sincerely apologize for any inconvenience experienced by our customer over this matter. As a courtesy, I reached back out to the property to seek a waiver for the original booking. As this is the case, the property approved the waiver. As this is the case, a full refund in the amount of 556.75 USD was issued back to the card used at the time of the booking. There was also a refund credit of 278.00 Expedia Rewards refunded back to the account associated with the booking. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind Regards,Consumer Relations
In March of 2020, I booked a trip to the Bahamas for myself and my goddaughter. After the order came down regarding COVID in the middle of March, I attempted to contact Expedia multiple times to cancel my trip and receive a refund (refunds were originally being issued). I was unable to reach Expedia cause they stopped all phone calls unless you were travelling within that month. Now 4 months later, I finally reach Expedia and I have been advised by Expedia that I am not entitled to any refund due to COVID. I am only allowed to take a credit voucher and to use it at a later time. That is not acceptable. I would like a complete refund as I am unable to travel due to asthma and breathing issues. I can not risk my health to travel now or in the near future. I did purchase the "No questions asked, travel insurance.". I am being told I can not use that to get a refund either.
What kills me is Expedia, ***, etc. have been holding onto my money for months making interest on it. Then they only offer a future travel voucher? So, they can make more money off my money? In this day and age, in the time of COVID and people are tired of corporations, this shows complete corporate greed!
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 Better
Business Bureau (“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 of his package reservation due to the COVID-
19.
Our records indicate that on March 3, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for two travelers. Departure on
*** Airways from New York, NY, United States, to Nassau, Bahamas on August 1, 2020 and returning on August 9,
2020. Traveling to ***- All Inclusive- Adults Only with an added Travel Protection Package
Protection Plan and a private sedan: *** Airport.
We researched this matter and confirmed that Mr. has received a refund on May 4, 2020 for his transportation
portion totaled $125.61. The hotel has informed us that Mr. needs to rebooked an alternative stay for arrival
July 1, 2020 - December 31, 2020. Once a rebooking has been made they will waive the penalty charge. However, no
refund was offered.
We would like to inform you, with ***’s travel policy we verified that Mr. is eligible for a future travel credit
not a full refund. *** is allowing a waiver of the exchange fee once for rebooking done on/after October 16, 2020.
We understand that Mr. is dissatisfied with receiving credit with an airline vs a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We
recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia must follow the airline policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
My family and I had a booking through expedia.com from June 8-11, 2020 to travel to Cancun, Mexico and with everything that has been occurring in this world, I called expedia.com in May 2020 and inquired about the possibility of cancelling our trip. I understand that everyone who booked through this company was doing the same thing, but I was placed on hold for 2+ hours just to talk to someone who could not understand (or acting like they didn't) what I was asking..I had to call back several times because the customer support individuals at expedia.com's call centers hung up on me when I asked to speak to their manager..I was pretty frustrated, so I waited two weeks (date was May 24, 2020) to call back..During this time the United States government extended the travel ban to Cancun, so we had no choice, but to ask for a refund. Again, I was hung up on several times after asking to speak to a manager because the individuals in the call center did not understand what I was trying to explain to them. Finally one of the call center employees was able to connect me to her manager, which I will say he was VERY helpful! His name was Ricky *** and he listened to what I was trying to explain and knew exactly what to do. We had our flight and our transportation from the airport refunded back to our original form of payment (which was my credit card), but Ricky mentioned he needed to send a message to the hotel to confirm a refund would be possible..I thought that was odd as we had purchased the travel insurance through expedia.com. So, fast forward to June 1, 2020..I received an email from expedia.com which states:
"Dear Valued Customer,
Due to the current situation with novel coronavirus (COVID-19), as a precautionary measure *** - All Inclusive is closing from 4/22/2020 to 6/15/2020. As your package booking falls within these dates, we will be cancelling the hotel portion of your booking and processing a refund to the original form of payment. Due to the unprecedented volumes of travel disruptions refunds may take up to 30 days to process.
We have not cancelled the flight portion or any other components of your package booking. If you would like to cancel these, you can visit our Customer Service Portal for a step-by-step guide: www.expedia.com
We apologize for any inconvenience this may have caused you and thank you for trusting Expedia with your travel needs.
Yours Sincerely,
The Expedia Team"
In this email, expedia.com mentions they will be "processing a refund to the original form of payment". So, I was like AWESOME! Not so much, three days later I received another email from expedia.com stating my voucher is ready...I picked up the phone grudgingly and called expedia.com to find out what was going on..A sales rep first mentioned that I accepted a voucher, which I DID NOT and then they were like, oh the hotel is giving you this voucher there is nothing we can do...
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that On January
14, 2020 Mr. ,
or an authorized user of the Expedia account, self-booked a Package for 4 travelers on Expedia's website, under itinerary ***.
Mr. booked A round trip flight with *** Airlines from Cider rapids, Ia, Cancun ,Quintana
roo, mx Departing on June 8, 2020 and
returning on June 11, 2020. Mr. also booked an all-inclusive room *** , Cancun ***, Cancun, *** Mex, checking
in on June 8, 2020 and checking
out June 11 , 2020. Mr . *** also added travel insurance to his package
reservation. On June 22, 2020
The customer called in requesting a refund instead of a coupon the agent sent a
request . However the hotel only offered a future travel coupon Which was unacceptable to the customer .
On August 16,2020 We reviewed the customers account and we processed a refund in the amount of 1056.79 usd back to
the customers original form of payment Through the insurance the customer purchased at the time of the booking.We apologize for any inconvenience this may
have caused Mr. . 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, Perrie ***Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Hello,
My apologies for not responding to complaint #*** before it was closed. I was waiting for the company's refund to be credited back to my account before I was going to respond.
The company did issue a full refund..just wish I did not need to involve your company.
-I booked a ticket for my grandmother and my daughter to fly out of Rapid City, SD on June 3 en route to Charlottesville, VA. They had a wedding and a graduation gathering to attend. They were advised that at some point after booking the ticket, the flight times had changed. When Expedia reissued the tickets for the updated flight times, they issued both tickets in my grandmother's name. Therefore, my daughter no longer had a ticket. I was on hold for too long with Expedia, and the plane ended up leaving without them. After getting them back home, I called Expedia again. Initially Expedia advised that it was *** Airlines issue, and that they should have had no problem boarding the plane. I then called *** Airlines, who advised it was Expedia's error. After yet another phone call to Expedia, a representative determined it was indeed an Expedia error, and they began looking into how to resolve.
There were multiple phone calls, over multiple hours, with the last call coming in at almost midnight my time. The resolve was that I had to pay the difference of my grandmother's ticket (***), which I was promptly refunded, and then I had to call *** Airlines to book a brand new ticket for my daughter, because I was advised that as she is a minor, they were not allowed to make any changes/exchanges to the ticket. I have an email from Aimee who states that I need to respond back to her e-mail with the receipt of purchase for my daughter's ticket and I will be refunded.
It has been more than a month and I have not gotten anywhere with my refund. I have made multiple calls, to be put on hold, hung up on, and to be left with no resolve. I then took to emailing the Customer Service email inboxes and Elizabeth G who I was able to locate as an escalation contact via *** search. They have advised I can get a credit for a future booking for the original ticket amount, and not the amount I had to repay. I do not want a credit. I need refunded
Expedia.com Response
• Jul 31, 2020
July 31, 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 ***) would
like a refund. We understand Ms. would like a refund
for $482.20 for the child’s ticket that was purchased at the airport.
Our records indicate on March 13, 2020, Ms. or an authorized user of the Expedia account,
self-booked two round trip flights on *** Airlines departing June 5, 2020
from Rapid City, SD to Charlottesville,
VA returning on June 19, 2020, along with the Cancellation Plan via ***.
We
can confirm on June 3, 2020, the customer called in to get confirmation on the reservation. Our representative advised the customer to
call the airline and call us back. There
was a no show listed in the *** Airline record due to ticketing error when
the customer arrived at the airport. Our
representative noted two tickets were issued under the same name (***
***). The *** Airline sales
desk was closed the customer needed to book new flights for June 5, 2020,
RAP-CHO returning June 19, 2020.
From
June 3, 2020 through June 17, 2020, there were numerous emails from customer to
Expedia asking to get the issue resolved. On June 4, 2020, an Expedia
representative advised Expedia would reimburse that cost of the flight for ***
ticket. The customer emailed a receipt
showing she paid $482.20 for the ticket.
On
June 4, 2020, a refund of $269.29
was issued and an email was sent to the customer advising the refund has been
issued.
On June 19, 2020, the customer
called looking for the refund for the ticket she had to purchase for ***. When the exchange happened *** ticket wasn’t
exchanged, two tickets were created for ***. Our representative
noted the customer would receive a refund for $269.29 and advised to purchase a
new ticket for ***. Expedia sent the customer an
email on July 7, 2020, advising the ticket has been cancelled and
that *** Airlines has issued a credit equal to the value of the original
ticket. The customer sent in an email
response with a receipt showing she spent $482.20 for the ticket that was
purchased for ***.After further review on 31,
2020, Expedia confirms a refund
was issued for $269.29 on June 4, 2020. The customer exchange should have been
at no cost and the ticket purchased at airline was $482.20 a difference of $212.91. Expedia issued a refund of $212.91 for the
refund total to equal $482.20. The refund was issued to the original card
charged and should appear within 30 days.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing her booking on our website, Ms. agreed to our Terms
of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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, Di-Di F Corporate Correspondence Team
Customer Response
• Jul 31, 2020
Complaint: ***
I am rejecting this response because:
The refund issues 6/4 was for a rebook of *** ticket as I had to pay the difference up front. ***’ ticket was rebooked at the 482 amount. This is the amount I was required to pay the airlines. Why is only a difference being refunded?
Sincerely
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is questioning the refund amount
received. Expedia has been able to review the Expedia
account and there have not been any
changes, calls or documentation on the Expedia account since the last Revdex.com
complaint was addressed. Expedia was
able to verify the refund issued on June 3, 2020 for $269.29 was for ***
*** ticket. Expedia issued a refund
of $212.91 on July 31, 2020, for *** ticket. The total refund should have been $482.20. Expedia issued a refund of $269.29. Total refund for *** ticket is now
$482,20.Thank
you for allowing us to address this matter further. 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 10, 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. This resolved the issue - thank you!
Overall terrible customer service experience. Waste of my valuable time when multiple agents would disconnect and even disconnect while we are in the middle of trying to process the flight purchase. Cheers to Katherine for finally taking care of me. She provided great customer service.
I had booked a trip to Florida before Covid-19 hit. I thought that I’d be able to go on my trip in September but with Florida becoming an epicenter I have to cancel my plans, I can not risk my health or that of my family since we live in an area of low infection rates. I asked to cancel due to COVID-19 & I was under the impression I am supposed to get my money back, but instead I got a credit because the airline isn’t cancelling. I just want my full refund.
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Kimberly
*** (Revdex.com case number ***) regarding her flight reservation.Our records
indicate that on March 9, 2020, the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for three passengers on
Expedia's website, under itinerary ***. The booking included a combined one-way fare with *** Airways from Hartford,
CT to Orlando, FL departing on September 3, 2020. Return flight being a combined
one-way fare with *** Airlines from Orlando, FL to Hartford, CT departing on
September 7, 2020. We understand *** would like to receive a refund for both
flights, due to the coronavirus outbreak.Expedia is a third-party intermediary with travel providers such as
hotels, car rentals, and airlines. *** Airways and *** Airlines
are 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.Both *** Airways, and *** Airlines has informed us that they are not providing
refunds for voluntary cancellations, however, they are providing flight credits for the purchased
ticket value, and waiving the change fees for re-booking and fare difference may
apply.During the booking process of the reservation, *** agreed to Expedia’s Terms of Use, which
states the following: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 understand that *** is dissatisfied with receiving a credit
with an airline vs. a full refund. We’ve worked incredibly hard to work with
our partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes.While we
regret his experience was not as we would have hoped, based on the information provided
above, we are unable to provide any refund on this matter. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Thank you, Gina B.Corporate Correspondence Team
They offered $10 a day rental car insurance. We had the car for 23 hours 50 minutes. Instead of charging $10 as advertised, they charged $20. I called talked to 2 people at Expedia that acknowledged we only had for 24 hours but said they couldn’t refund the charge and refused to.
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding her car insurance.Our records indicate that on July 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
car reservation on Expedia's website, under itinerary ***. The booking
included a pay-later car reservation with ***, Compact 2/4 Door. 1-day rental; pick-up ***, USA and drop-off at *** USA. Also including Travel Protection Collision
Damage Plan purchased with AIG.On July
12, 2020, *** contacted Expedia inquiring on the insurance charge, stating
they only had the car reservation for one day, but were charged for two days of
coverage. Please be advised Expedia has processed the refund for the value of an
additional days coverage ($10), to the original form of payment used on the
itinerary in question. Because
of the extraordinary circumstance of Coronavirus travel disruptions, we are
processing a high volume of refund requests and refunds are taking a bit longer
than normal. It can take up to two billing cycles for the refund to be
completely processed.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
I bought a round trip ticket from Expedia with Itinerary Number ***, I used the first leg smoothly and my return leg was may 8th, but in April 23rd the airlines canceled my return ticket despite my protest and I tried to contact Expedia.com where I bought the ticket. After hours of online chat and phone calls with no solution on site I paid an additional $427 to be able to use my second leg.
Expedia.com Response
• Aug 17, 2020
August 17, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that
on September 19, 2019 the customer,
or an authorized user of the Expedia account, self-booked a one way trip fare for one passenger on Expedia's
website, under itinerary ***.The customer booked A one way flight with *** from Cairo, Egypt , New York, NY, departing on September
23, 2019 . On April 21,2020 The customer had an airline schedule change due to covid-19. On August 15 ,2020 The
customer called to exchange the flight and was able to exchange the flight with
a penalty waiver given by the ***, the customer payed the difference in the airfare according to the rules
of the airline. The customer’s Flight reservation does not
qualify for a refund and the customer fully used the airline ticket to get to
their destination . 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 and
*** Airlines were the operating carriers and merchants of record (the
entities that received the funds and the companies that charged the credit
card) on this itinerary. We hope you understand we must
adhere to the policies dictated by the airlines. At
the time of booking, the customer agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms and conditions carefully. In
particular, if you have purchased an airfare, please ensure you read the full
terms and conditions of carriage issued by the Supplier, which can be found on
the Supplier’s website. You agree to abide by the terms and conditions of purchase
imposed by any supplier with whom you elect to deal, including, but not limited
to, payment of all amounts when due and compliance with the supplier's rules
and restrictions regarding availability and use of fares, products, or
services.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and
can be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret experience
for the customer was not as we would
have hoped, based on the information provided above, we are unable to provide a
refund on this matter. 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, Perrie ***Corporate Correspondence Team
Customer Response
• Aug 18, 2020
Complaint: ***
I am rejecting this response because:it is absurd for the Airline, and Expedia to cancel my confirmed return flight and force me to reschedule with higher price due to Covid-19, as I wasn’t not affected financially when overstayed two month. COVID 19 was a disaster that hit everyone, but Expedia and the airline transferred their burden to me in addition to what I endured by Covid 19.
Due to COVID-19 travel restrictions, we had to cancel trip to Ireland. Have attempted multiple times to resolve issue with Expedia, and are consistently told it is airlines policies to not issue refunds. Was given only option today of receiving credit for flight that has already been paid in full, with restrictions that credit must be used for same carrier (***) and travel arrangements must be made by August 1, 2020.
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding his flight reservation. Our records
indicate that on July 12, 2019, the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for two passengers on
Expedia's website, under itinerary ***. Travel was aboard ***,
departing April 25, 2020, from Chicago,
IL to Dublin, Ireland, returning on October 6, 2020. We understand Mr.
is requesting to receive a refund instead of a credit.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 August
5, 2020, we contacted *** to advocate on Mr.s’ behalf,
regarding the refund request. That same day *** provided us with
authorization to issue Mr. a refund, and Expedia initiated the
refund process through ***. The time it takes for the refund to post to
Mr.s’ 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 merchants, ***, it can take up to 8 – 12 weeks.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
Customer Response
• Aug 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 have been billed $290.30 for a hotel reservation by Expedia that I did not make or authorize , in fact, I have never used Expedia for anything! I tried to get information directly from Expedia but they refused to give me any information about the charge.
Expedia.com Response
• Jul 17, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer has claimed that the booking under itinerary *** is an
unauthorized booking. The customer is requesting a full refund be given due to the
circumstances. According to our records, this booking was canceled the same day it was
created. This refund was canceled due to the customer has raised a chargeback
request and will receive the funds from their bank. As this is the case, there is no further action that can be taken from our
side. The customer will need to contact their financial institution for any
further questions or concerns regarding this billing issue. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Thank you, Kyle B. Customer Relations Specialist
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because:I have contacted my financial institution and they suggested I contact the business that charged my account. Expedia charged my account so should be responsible for removing the charge!
Sincerely
Expedia.com Response
• Jul 21, 2020
Hello Revdex.com,I am pleased to respond to the customer’s rebuttal regarding case number ***.As we mentioned in our previous email, This refund was canceled due to the customer has raised a chargeback request and will receive the funds from their bank.Until we receive a written statement from the customer's financial institution, stating and showcasing that the guest has been charged for this booking, there is no further action that will be taken by our team. While we empathize with the situation, unfortunately, we are unable to offer a refund as you have requested.Without this information, we are unable to move forward.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B.Customer Relations Specialist
I BOOKED ON EXPEDIA FOR ARUBA. 02/20. EXPEDIA CANCELED MY TRIP. BUT NEVER REFUNDED MY MONEY -ITS BEEN 4 MONTHS AND CANT GET ANYONE ON THE PHONE OR NO RESPONSE BY EMAIL
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding his package reservation, as
we understand he is seeking a full refund.Our records
indicate that on February 20, 2020, Mr., or an authorized user of the
Expedia account, self-booked a package reservation for two passengers on
Expedia's website, under itinerary ***. The package consisted of round-trip tickets with *** Airlines from Newark, NJ, United
States to Oranjestad, Aruba departing May 17th, 2020, with a return
date of May 21st, 2020; a non-refundable Deluxe Ocean View, non-smoking
hotel room at *** - All Inclusive, and Travel Protection Vacation
Waiver Insurance.On April 17th, 2020, *** Airlines initiated an airline schedule change, resulting in the flights being
cancelled. On May 6th, 2020, *** Airlines informed Expedia that due to their initiation of the schedule change, Mr.
*** qualifies for a flight refund, and the refund was initiated that day.
That same day, our records show the non-refundable hotel reservation was self-cancelled
online, and the customer was issued a voucher for the full value of the hotel
reservation to use at a later date. 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. We do not own or operate any hotels, nor do we set any cancellation or
refund policies. We
hope you understand that we must adhere to the policies dictated by the hotel
in this case. The
cancellation policy is enforced by the hotel, not Expedia.During
the booking process of the hotel reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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. Thank you, Gina B.Corporate Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because: This is news to me. I was never notified of any voucher and I don’t have it
Sincerely
Expedia.com Response
• Aug 18, 2020
August 18, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
(Revdex.com case number ***). We regret to
hear *** did not accept our response and/or resolution offered.
Our records show, the customer, or an authorized user,
self-cancelled the hotel reservation for itinerary ***, on May 6,
2020. The hotel reservation booked is non-refundable, and due to the COVID-19
crisis, coupons for the purchased hotel value were being offered for select
hotel reservations. As this reservation was self-cancelled, the elected coupon was
issued by Expedia, Inc., as a goodwill accommodation to its customers impacted
by the Covid-19 Coronavirus.
Mr. should have received an email along with the
cancellation email, outlining details of this coupon. We encourage Mr.
to check his email, and his Expedia account to which he will find a coupon for
the original hotel value, that he has until June 18, 2021 to use. In the account,
there is a hyperlink that provides the coupons full terms and conditions, and
how to use the coupon.
Mr. can also contact our customer service department, for
any additional questions or concerns on redeeming his hotel coupon.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Gina B.Corporate Correspondence Team
I booked a flight for July 11 through the 12th . I wanted to fly my fiancé up to Sacramento to visit me for a day and I picked an afternoon flight leaving San Diego on the 11th and returning flight in the late evening on Sunday the 12th and they picked a flight for me flying her in the evening on the 11th in the early morning on the 12th. Now they refused to refund me the money I paid for the flight and I will never use Expedia ever again. I just want my money back. Very crooked sight steer clear of Expedia
Expedia.com Response
• Aug 09, 2020
August 9, 2020 Revdex.com Alaska, 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on 9 July, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with ***, from San Diego, CA to Sacramento, CA, departing on July 11, 2020, and returning on July 12, 2020.Upon review, on 9 July 2020, Mr. contacted Expedia to cancel the flight and get a refund. An Expedia agent advised Mr. the flight is nonrefundable.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. 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.While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you,Victor ***Corporate Correspondence Team
Once again, Expedia is not honoring their word.
I have been a member of Expedia Rewards since 2015. I have a Citi bank Expedia rewards credit card as well. I have over $157 in reward points that I can redeem on flights, hotels, car rentals, activities.
I’m trying to redeem my reward points to book a flight. The online website will not provide me the option to pay with my points. Upon looking their website they claim I need to call in to book my reservation using my points. When I call in to book a new reservation, they’re automated system says they can not process new reservations and to book online.
They’re scheming practices, once again, is denying me the ability to use my points and they’re not honoring their own policy.
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding Expedia Rewards point redemption for a flight reservation. We understand the customer is requesting to utilize her Expedia Reward points for a flight.
Our records indicate the on July 10, 2020, the customer, or an authorized user of the Expedia account, called in and was assisted by Expedia, a booking for a flight was made under itinerary *** using Expedia Reward points. We appreciate the feedback that was provided by Mrs. ***.
We
understand that Mrs. ***'s issue has been resolved.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
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
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
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
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
I booked a hotel room online in expedia for the winter 2020. Later, due to covid 19 uncertainty, I tried to cancel it online and only to found that the reservation is managed by expedia/*** and thus could not be cancelled online (What a strange logic!) and I was informed that I have to cancel it over the phone. I called the provided phone number and waited 1 hour and 30 minutes before finally connected. It is terrible!
Horrible customer service . . hours and hours on hold and the run around to get refund, even with a reference number.
January 17, 2020 I did Hotel *** reservation Luxembourg City for two persons from May 19 to May 22,2020. Later in March have been announced about COVID-19. Hotel reservation have been cancelled May 11,2020.
Consumer contract is not performed as agreed, even hotel get a payment $481.07, which is described as non-refundable. I did cancelled my hotel reservation to be prevented from any service because government public health measures are not allowed to receive service for non-essential travelers from USA.In accordance with Expedia Group policy consumers, who did booking before March 19, 2020 with stays up to May 31, 2020 are eligible for full refund or voucher. Many times I contacted with Expedia Group and the merchant regarding this issue, but until this time I did not get money refund, they pressure me into taking an alternative option, only voucher. If country is closed, how I physically can get there? Expedia Group does not follow their policy and does not protect customers rights.
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 January 17, 2020 for arrival on May 19, 2020 and departure on May 22, 2020. At the time of booking, the customer agreed to the following cancellation policy: Non-RefundableCancellation and change policyThis booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund. We reached out to the property on behalf of the customer to try and obtain a refund waiver. Unfortunately; the hotel denied the refund and issued a voucher to the customer. The customer disputed the charges with their financial institution and the property rescinded the voucher offer. Please note: this is a pay later booking, as such the refund, if one is due, will come from the property, as Expedia.com has not collected any payment for this reservation. Conclusion/Resolution: Due to unprecedented volume of travel disruptions, our sites have been overloaded and we apologies for any issues you may have had while canceling this booking. As this booking has been cancelled, there is no further action required from our side. We would like to offer our apologies for any inconvenience this may have caused the customer. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Consumer Relations Representativ
I had booked a hotel through Expedia.com on 1/27/2020 (Itinerary #***) for *** Monterey on 5/22/2020-5/25/2020 using my *** credit card. The total was $554.76. Due to COVID19 and shelter in place warnings within my state as well as the event being cancelled that I planned on attending, I had to cancel said reservation. I tried multiple times to reach Expedia by phone with no resolve. I ended up having to use their virtual chat assistant to cancel the reservation and I was only offe*** a credit voucher for the property above and with an expiration date 1 year out.
This was a less than desirable refund for me as there is no end in sight for the pandemic, and odds are the rescheduled event would be cancelled again. However, because I was unable to reach anyone by phone, I took the refund as time was running out. I ended up using the voucher to rebook a hotel for the rescheduled event on 5/14/2020 (Itinerary # ***). The new dates were 10/9/2020-10/12/2020 at the same property, *** Monterey. I made sure to book a free cancellation property and time as the future was uncertain with the pandemic. I paid an additional $32.46 on my Chase credit card.
Sure enough, the event was postponed until 2021. I reached out to Expedia via phone on 7/9/2020 regarding cancelling my reservation for a full refund as the pandemic will continue to prevent me from travelling. The gentleman on the phone was very pleasant and mentioned that I would be eligible for for another voucher for the $554.76 and the $32.46 would be refunded to my Chase visa card. He stated that he would be reaching out to the property to see if they would be willing to refund Expedia so Expedia could refund my credit card. He asked me to call back in 24 hours for an update.
I called back in 48 hours later, allowing extra time for Expedia to get a response. This is where it went all down hill. I called in and politely explained the previous call I had and was just checking in for an update. After being on hold and off hold for around 30 minutes, the rep basically told me that it wasn't an option and I was not eligible for a voucher either. I explained my previous conversation again and the rep told me that there was no other options. I requested to speak with a supervisor. The supervisor was extremely abrasive and cut me off when trying to explain the situation. This caused me to get irritated as I could tell the person didn't want to hear my story and already had a decision regardless of my input. The supervisor told me that it was their final decision and that was it.
After that, I reached out to Expedia via their corporate twitter account. They too investigated and came to the same conclusion.
I don't comprehend how on a free cancellation itinerary I am not eligible for a refund.
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 on January 27, 2020 for arrival on May 22, 2020 and departure on May 25, 2020 at *** Hotel Monterey. At the time of booking the customer agreed to the non refundable cancellation policy At the time of booking, the customer agreed to the following cancellation policy:Non-RefundableCancellation and change 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 the customer reached out to us to request a refund for their booking because they were unable to utilize it. As the booking is non-refundable, we reached out to the hotel to see if they would be willing to offer a penalty waiver. Regrettably,we were unable to reach an approver. As such, we issued a voucher to the customer to use at a future stay. Our records indicate that the customer used the voucher for their booking for their stay at *** Hotel Monterey for an arrival date of October 9, 2020 and a departure date of October 12, 2020. At the time of booking the customer agreed to the non refundable cancellation policy:RefundableCancellation and change policy:Cancellations or changes made after 3:00 PM local hotel time, Thursday, October 8, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value Our records indicate that this booking was cancelled on July 9, 2020. A refund of 32.46 USD was issued back to the credit card used at the time of the booking. There was also a refund issued for the reward points used at the time of the booking in the amount of 7037.00 Expedia Reward points. Per the terms and conditions of the future travel voucher, once the booking is cancelled the voucher cannot be returned, booking a refundable reservation ensures the refund of any currency spent or any reward points used to assist in the booking of a reservation, not a voucher. This was agreed to and reviewed before accepting the final confirmation. Conclusion/Resolution: We sincerely apologize for any inconvenience experienced by our customer over this matter. As a courtesy, I reached back out to the property to seek a waiver for the original booking. As this is the case, the property approved the waiver. As this is the case, a full refund in the amount of 556.75 USD was issued back to the card used at the time of the booking. There was also a refund credit of 278.00 Expedia Rewards refunded back to the account associated with the booking. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind Regards,Consumer Relations
In March of 2020, I booked a trip to the Bahamas for myself and my goddaughter. After the order came down regarding COVID in the middle of March, I attempted to contact Expedia multiple times to cancel my trip and receive a refund (refunds were originally being issued). I was unable to reach Expedia cause they stopped all phone calls unless you were travelling within that month. Now 4 months later, I finally reach Expedia and I have been advised by Expedia that I am not entitled to any refund due to COVID. I am only allowed to take a credit voucher and to use it at a later time. That is not acceptable. I would like a complete refund as I am unable to travel due to asthma and breathing issues. I can not risk my health to travel now or in the near future. I did purchase the "No questions asked, travel insurance.". I am being told I can not use that to get a refund either.
What kills me is Expedia, ***, etc. have been holding onto my money for months making interest on it. Then they only offer a future travel voucher? So, they can make more money off my money? In this day and age, in the time of COVID and people are tired of corporations, this shows complete corporate greed!
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 Better
Business Bureau (“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 of his package reservation due to the COVID-
19.
Our records indicate that on March 3, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for two travelers. Departure on
*** Airways from New York, NY, United States, to Nassau, Bahamas on August 1, 2020 and returning on August 9,
2020. Traveling to ***- All Inclusive- Adults Only with an added Travel Protection Package
Protection Plan and a private sedan: *** Airport.
We researched this matter and confirmed that Mr. has received a refund on May 4, 2020 for his transportation
portion totaled $125.61. The hotel has informed us that Mr. needs to rebooked an alternative stay for arrival
July 1, 2020 - December 31, 2020. Once a rebooking has been made they will waive the penalty charge. However, no
refund was offered.
We would like to inform you, with ***’s travel policy we verified that Mr. is eligible for a future travel credit
not a full refund. *** is allowing a waiver of the exchange fee once for rebooking done on/after October 16, 2020.
We understand that Mr. is dissatisfied with receiving credit with an airline vs a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We
recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia must follow the airline policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
My family and I had a booking through expedia.com from June 8-11, 2020 to travel to Cancun, Mexico and with everything that has been occurring in this world, I called expedia.com in May 2020 and inquired about the possibility of cancelling our trip. I understand that everyone who booked through this company was doing the same thing, but I was placed on hold for 2+ hours just to talk to someone who could not understand (or acting like they didn't) what I was asking..I had to call back several times because the customer support individuals at expedia.com's call centers hung up on me when I asked to speak to their manager..I was pretty frustrated, so I waited two weeks (date was May 24, 2020) to call back..During this time the United States government extended the travel ban to Cancun, so we had no choice, but to ask for a refund. Again, I was hung up on several times after asking to speak to a manager because the individuals in the call center did not understand what I was trying to explain to them. Finally one of the call center employees was able to connect me to her manager, which I will say he was VERY helpful! His name was Ricky *** and he listened to what I was trying to explain and knew exactly what to do. We had our flight and our transportation from the airport refunded back to our original form of payment (which was my credit card), but Ricky mentioned he needed to send a message to the hotel to confirm a refund would be possible..I thought that was odd as we had purchased the travel insurance through expedia.com. So, fast forward to June 1, 2020..I received an email from expedia.com which states:
"Dear Valued Customer,
Due to the current situation with novel coronavirus (COVID-19), as a precautionary measure *** - All Inclusive is closing from 4/22/2020 to 6/15/2020. As your package booking falls within these dates, we will be cancelling the hotel portion of your booking and processing a refund to the original form of payment. Due to the unprecedented volumes of travel disruptions refunds may take up to 30 days to process.
We have not cancelled the flight portion or any other components of your package booking. If you would like to cancel these, you can visit our Customer Service Portal for a step-by-step guide: www.expedia.com
We apologize for any inconvenience this may have caused you and thank you for trusting Expedia with your travel needs.
Yours Sincerely,
The Expedia Team"
In this email, expedia.com mentions they will be "processing a refund to the original form of payment". So, I was like AWESOME! Not so much, three days later I received another email from expedia.com stating my voucher is ready...I picked up the phone grudgingly and called expedia.com to find out what was going on..A sales rep first mentioned that I accepted a voucher, which I DID NOT and then they were like, oh the hotel is giving you this voucher there is nothing we can do...
August 16, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that On January
14, 2020 Mr. ,
or an authorized user of the Expedia account, self-booked a Package for 4 travelers on Expedia's website, under itinerary ***.
Mr. booked A round trip flight with *** Airlines from Cider rapids, Ia, Cancun ,Quintana
roo, mx Departing on June 8, 2020 and
returning on June 11, 2020. Mr. also booked an all-inclusive room *** , Cancun ***, Cancun, *** Mex, checking
in on June 8, 2020 and checking
out June 11 , 2020. Mr . *** also added travel insurance to his package
reservation. On June 22, 2020
The customer called in requesting a refund instead of a coupon the agent sent a
request . However the hotel only offered a future travel coupon Which was unacceptable to the customer .
On August 16,2020 We reviewed the customers account and we processed a refund in the amount of 1056.79 usd back to
the customers original form of payment Through the insurance the customer purchased at the time of the booking.We apologize for any inconvenience this may
have caused Mr. . 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, Perrie ***Corporate Correspondence Team
Hello,
My apologies for not responding to complaint #*** before it was closed. I was waiting for the company's refund to be credited back to my account before I was going to respond.
The company did issue a full refund..just wish I did not need to involve your company.
Thank you for you help!
-I booked a ticket for my grandmother and my daughter to fly out of Rapid City, SD on June 3 en route to Charlottesville, VA. They had a wedding and a graduation gathering to attend. They were advised that at some point after booking the ticket, the flight times had changed. When Expedia reissued the tickets for the updated flight times, they issued both tickets in my grandmother's name. Therefore, my daughter no longer had a ticket. I was on hold for too long with Expedia, and the plane ended up leaving without them. After getting them back home, I called Expedia again. Initially Expedia advised that it was *** Airlines issue, and that they should have had no problem boarding the plane. I then called *** Airlines, who advised it was Expedia's error. After yet another phone call to Expedia, a representative determined it was indeed an Expedia error, and they began looking into how to resolve.
There were multiple phone calls, over multiple hours, with the last call coming in at almost midnight my time. The resolve was that I had to pay the difference of my grandmother's ticket (***), which I was promptly refunded, and then I had to call *** Airlines to book a brand new ticket for my daughter, because I was advised that as she is a minor, they were not allowed to make any changes/exchanges to the ticket. I have an email from Aimee who states that I need to respond back to her e-mail with the receipt of purchase for my daughter's ticket and I will be refunded.
It has been more than a month and I have not gotten anywhere with my refund. I have made multiple calls, to be put on hold, hung up on, and to be left with no resolve. I then took to emailing the Customer Service email inboxes and Elizabeth G who I was able to locate as an escalation contact via *** search. They have advised I can get a credit for a future booking for the original ticket amount, and not the amount I had to repay. I do not want a credit. I need refunded
July 31, 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 ***) would
like a refund. We understand Ms. would like a refund
for $482.20 for the child’s ticket that was purchased at the airport.
Our records indicate on March 13, 2020, Ms. or an authorized user of the Expedia account,
self-booked two round trip flights on *** Airlines departing June 5, 2020
from Rapid City, SD to Charlottesville,
VA returning on June 19, 2020, along with the Cancellation Plan via ***.
We
can confirm on June 3, 2020, the customer called in to get confirmation on the reservation. Our representative advised the customer to
call the airline and call us back. There
was a no show listed in the *** Airline record due to ticketing error when
the customer arrived at the airport. Our
representative noted two tickets were issued under the same name (***
***). The *** Airline sales
desk was closed the customer needed to book new flights for June 5, 2020,
RAP-CHO returning June 19, 2020.
From
June 3, 2020 through June 17, 2020, there were numerous emails from customer to
Expedia asking to get the issue resolved. On June 4, 2020, an Expedia
representative advised Expedia would reimburse that cost of the flight for ***
ticket. The customer emailed a receipt
showing she paid $482.20 for the ticket.
On
June 4, 2020, a refund of $269.29
was issued and an email was sent to the customer advising the refund has been
issued.
On June 19, 2020, the customer
called looking for the refund for the ticket she had to purchase for ***. When the exchange happened *** ticket wasn’t
exchanged, two tickets were created for ***. Our representative
noted the customer would receive a refund for $269.29 and advised to purchase a
new ticket for ***. Expedia sent the customer an
email on July 7, 2020, advising the ticket has been cancelled and
that *** Airlines has issued a credit equal to the value of the original
ticket. The customer sent in an email
response with a receipt showing she spent $482.20 for the ticket that was
purchased for ***.After further review on 31,
2020, Expedia confirms a refund
was issued for $269.29 on June 4, 2020. The customer exchange should have been
at no cost and the ticket purchased at airline was $482.20 a difference of $212.91. Expedia issued a refund of $212.91 for the
refund total to equal $482.20. The refund was issued to the original card
charged and should appear within 30 days.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing her booking on our website, Ms. agreed to our Terms
of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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, Di-Di F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The refund issues 6/4 was for a rebook of *** ticket as I had to pay the difference up front. ***’ ticket was rebooked at the 482 amount. This is the amount I was required to pay the airlines. Why is only a difference being refunded?
Sincerely
August 10, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is questioning the refund amount
received. Expedia has been able to review the Expedia
account and there have not been any
changes, calls or documentation on the Expedia account since the last Revdex.com
complaint was addressed. Expedia was
able to verify the refund issued on June 3, 2020 for $269.29 was for ***
*** ticket. Expedia issued a refund
of $212.91 on July 31, 2020, for *** ticket. The total refund should have been $482.20. Expedia issued a refund of $269.29. Total refund for *** ticket is now
$482,20.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di F Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. This resolved the issue - thank you!
Sincerely
Overall terrible customer service experience. Waste of my valuable time when multiple agents would disconnect and even disconnect while we are in the middle of trying to process the flight purchase. Cheers to Katherine for finally taking care of me. She provided great customer service.
I had booked a trip to Florida before Covid-19 hit. I thought that I’d be able to go on my trip in September but with Florida becoming an epicenter I have to cancel my plans, I can not risk my health or that of my family since we live in an area of low infection rates. I asked to cancel due to COVID-19 & I was under the impression I am supposed to get my money back, but instead I got a credit because the airline isn’t cancelling. I just want my full refund.
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Kimberly
*** (Revdex.com case number ***) regarding her flight reservation.Our records
indicate that on March 9, 2020, the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for three passengers on
Expedia's website, under itinerary ***. The booking included a combined one-way fare with *** Airways from Hartford,
CT to Orlando, FL departing on September 3, 2020. Return flight being a combined
one-way fare with *** Airlines from Orlando, FL to Hartford, CT departing on
September 7, 2020. We understand *** would like to receive a refund for both
flights, due to the coronavirus outbreak.Expedia is a third-party intermediary with travel providers such as
hotels, car rentals, and airlines. *** Airways and *** Airlines
are 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.Both *** Airways, and *** Airlines has informed us that they are not providing
refunds for voluntary cancellations, however, they are providing flight credits for the purchased
ticket value, and waiving the change fees for re-booking and fare difference may
apply.During the booking process of the reservation, *** agreed to Expedia’s Terms of Use, which
states the following: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 understand that *** is dissatisfied with receiving a credit
with an airline vs. a full refund. We’ve worked incredibly hard to work with
our partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes.While we
regret his experience was not as we would have hoped, based on the information provided
above, we are unable to provide any refund on this matter. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Thank you, Gina B.Corporate Correspondence Team
They offered $10 a day rental car insurance. We had the car for 23 hours 50 minutes. Instead of charging $10 as advertised, they charged $20. I called talked to 2 people at Expedia that acknowledged we only had for 24 hours but said they couldn’t refund the charge and refused to.
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding her car insurance.Our records indicate that on July 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
car reservation on Expedia's website, under itinerary ***. The booking
included a pay-later car reservation with ***, Compact 2/4 Door. 1-day rental; pick-up ***, USA and drop-off at *** USA. Also including Travel Protection Collision
Damage Plan purchased with AIG.On July
12, 2020, *** contacted Expedia inquiring on the insurance charge, stating
they only had the car reservation for one day, but were charged for two days of
coverage. Please be advised Expedia has processed the refund for the value of an
additional days coverage ($10), to the original form of payment used on the
itinerary in question. Because
of the extraordinary circumstance of Coronavirus travel disruptions, we are
processing a high volume of refund requests and refunds are taking a bit longer
than normal. It can take up to two billing cycles for the refund to be
completely processed.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
I bought a round trip ticket from Expedia with Itinerary Number ***, I used the first leg smoothly and my return leg was may 8th, but in April 23rd the airlines canceled my return ticket despite my protest and I tried to contact Expedia.com where I bought the ticket. After hours of online chat and phone calls with no solution on site I paid an additional $427 to be able to use my second leg.
August 17, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that
on September 19, 2019 the customer,
or an authorized user of the Expedia account, self-booked a one way trip fare for one passenger on Expedia's
website, under itinerary ***.The customer booked A one way flight with *** from Cairo, Egypt , New York, NY, departing on September
23, 2019 . On April 21,2020 The customer had an airline schedule change due to covid-19. On August 15 ,2020 The
customer called to exchange the flight and was able to exchange the flight with
a penalty waiver given by the ***, the customer payed the difference in the airfare according to the rules
of the airline. The customer’s Flight reservation does not
qualify for a refund and the customer fully used the airline ticket to get to
their destination . 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 and
*** Airlines were the operating carriers and merchants of record (the
entities that received the funds and the companies that charged the credit
card) on this itinerary. We hope you understand we must
adhere to the policies dictated by the airlines. At
the time of booking, the customer agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms and conditions carefully. In
particular, if you have purchased an airfare, please ensure you read the full
terms and conditions of carriage issued by the Supplier, which can be found on
the Supplier’s website. You agree to abide by the terms and conditions of purchase
imposed by any supplier with whom you elect to deal, including, but not limited
to, payment of all amounts when due and compliance with the supplier's rules
and restrictions regarding availability and use of fares, products, or
services.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and
can be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret experience
for the customer was not as we would
have hoped, based on the information provided above, we are unable to provide a
refund on this matter. 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, Perrie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:it is absurd for the Airline, and Expedia to cancel my confirmed return flight and force me to reschedule with higher price due to Covid-19, as I wasn’t not affected financially when overstayed two month. COVID 19 was a disaster that hit everyone, but Expedia and the airline transferred their burden to me in addition to what I endured by Covid 19.
never again Expedia
Sincerely
Due to COVID-19 travel restrictions, we had to cancel trip to Ireland. Have attempted multiple times to resolve issue with Expedia, and are consistently told it is airlines policies to not issue refunds. Was given only option today of receiving credit for flight that has already been paid in full, with restrictions that credit must be used for same carrier (***) and travel arrangements must be made by August 1, 2020.
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding his flight reservation. Our records
indicate that on July 12, 2019, the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for two passengers on
Expedia's website, under itinerary ***. Travel was aboard ***,
departing April 25, 2020, from Chicago,
IL to Dublin, Ireland, returning on October 6, 2020. We understand Mr.
is requesting to receive a refund instead of a credit.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 August
5, 2020, we contacted *** to advocate on Mr.s’ behalf,
regarding the refund request. That same day *** provided us with
authorization to issue Mr. a refund, and Expedia initiated the
refund process through ***. The time it takes for the refund to post to
Mr.s’ 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 merchants, ***, it can take up to 8 – 12 weeks.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have been billed $290.30 for a hotel reservation by Expedia that I did not make or authorize , in fact, I have never used Expedia for anything! I tried to get information directly from Expedia but they refused to give me any information about the charge.
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer has claimed that the booking under itinerary *** is an
unauthorized booking. The customer is requesting a full refund be given due to the
circumstances. According to our records, this booking was canceled the same day it was
created. This refund was canceled due to the customer has raised a chargeback
request and will receive the funds from their bank. As this is the case, there is no further action that can be taken from our
side. The customer will need to contact their financial institution for any
further questions or concerns regarding this billing issue. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Thank you, Kyle B. Customer Relations Specialist
Complaint: ***
I am rejecting this response because:I have contacted my financial institution and they suggested I contact the business that charged my account. Expedia charged my account so should be responsible for removing the charge!
Sincerely
Hello Revdex.com,I am pleased to respond to the customer’s rebuttal regarding case number ***.As we mentioned in our previous email, This refund was canceled due to the customer has raised a chargeback request and will receive the funds from their bank.Until we receive a written statement from the customer's financial institution, stating and showcasing that the guest has been charged for this booking, there is no further action that will be taken by our team. While we empathize with the situation, unfortunately, we are unable to offer a refund as you have requested.Without this information, we are unable to move forward.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B.Customer Relations Specialist
I BOOKED ON EXPEDIA FOR ARUBA. 02/20. EXPEDIA CANCELED MY TRIP. BUT NEVER REFUNDED MY MONEY -ITS BEEN 4 MONTHS AND CANT GET ANYONE ON THE PHONE OR NO RESPONSE BY EMAIL
August 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding his package reservation, as
we understand he is seeking a full refund.Our records
indicate that on February 20, 2020, Mr., or an authorized user of the
Expedia account, self-booked a package reservation for two passengers on
Expedia's website, under itinerary ***. The package consisted of round-trip tickets with *** Airlines from Newark, NJ, United
States to Oranjestad, Aruba departing May 17th, 2020, with a return
date of May 21st, 2020; a non-refundable Deluxe Ocean View, non-smoking
hotel room at *** - All Inclusive, and Travel Protection Vacation
Waiver Insurance.On April 17th, 2020, *** Airlines initiated an airline schedule change, resulting in the flights being
cancelled. On May 6th, 2020, *** Airlines informed Expedia that due to their initiation of the schedule change, Mr.
*** qualifies for a flight refund, and the refund was initiated that day.
That same day, our records show the non-refundable hotel reservation was self-cancelled
online, and the customer was issued a voucher for the full value of the hotel
reservation to use at a later date. 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. We do not own or operate any hotels, nor do we set any cancellation or
refund policies. We
hope you understand that we must adhere to the policies dictated by the hotel
in this case. The
cancellation policy is enforced by the hotel, not Expedia.During
the booking process of the hotel reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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. Thank you, Gina B.Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: This is news to me. I was never notified of any voucher and I don’t have it
Sincerely
August 18, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
(Revdex.com case number ***). We regret to
hear *** did not accept our response and/or resolution offered.
Our records show, the customer, or an authorized user,
self-cancelled the hotel reservation for itinerary ***, on May 6,
2020. The hotel reservation booked is non-refundable, and due to the COVID-19
crisis, coupons for the purchased hotel value were being offered for select
hotel reservations. As this reservation was self-cancelled, the elected coupon was
issued by Expedia, Inc., as a goodwill accommodation to its customers impacted
by the Covid-19 Coronavirus.
Mr. should have received an email along with the
cancellation email, outlining details of this coupon. We encourage Mr.
to check his email, and his Expedia account to which he will find a coupon for
the original hotel value, that he has until June 18, 2021 to use. In the account,
there is a hyperlink that provides the coupons full terms and conditions, and
how to use the coupon.
Mr. can also contact our customer service department, for
any additional questions or concerns on redeeming his hotel coupon.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Gina B.Corporate Correspondence Team
I booked a flight for July 11 through the 12th . I wanted to fly my fiancé up to Sacramento to visit me for a day and I picked an afternoon flight leaving San Diego on the 11th and returning flight in the late evening on Sunday the 12th and they picked a flight for me flying her in the evening on the 11th in the early morning on the 12th. Now they refused to refund me the money I paid for the flight and I will never use Expedia ever again. I just want my money back. Very crooked sight steer clear of Expedia
August 9, 2020 Revdex.com Alaska, 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on 9 July, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with ***, from San Diego, CA to Sacramento, CA, departing on July 11, 2020, and returning on July 12, 2020.Upon review, on 9 July 2020, Mr. contacted Expedia to cancel the flight and get a refund. An Expedia agent advised Mr. the flight is nonrefundable.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. 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.While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you,Victor ***Corporate Correspondence Team
Once again, Expedia is not honoring their word.
I have been a member of Expedia Rewards since 2015. I have a Citi bank Expedia rewards credit card as well. I have over $157 in reward points that I can redeem on flights, hotels, car rentals, activities.
I’m trying to redeem my reward points to book a flight. The online website will not provide me the option to pay with my points. Upon looking their website they claim I need to call in to book my reservation using my points. When I call in to book a new reservation, they’re automated system says they can not process new reservations and to book online.
They’re scheming practices, once again, is denying me the ability to use my points and they’re not honoring their own policy.
August 10, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding Expedia Rewards point redemption for a flight reservation. We understand the customer is requesting to utilize her Expedia Reward points for a flight.
Our records indicate the on July 10, 2020, the customer, or an authorized user of the Expedia account, called in and was assisted by Expedia, a booking for a flight was made under itinerary *** using Expedia Reward points. We appreciate the feedback that was provided by Mrs. ***.
We
understand that Mrs. ***'s issue has been resolved.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team