We booked 2 tickets to egypt through Expedia in April on ***, all the flights were suspended to Egypt due to COVID-19. We filed a refund request. On May 18 we received an email from Expedia stating that they were able to get the authorization from the airline and issued a refund to us for $1538.70 but it might take 8 weeks. We waited and received nothing now we are following up on the email, talked to 2 supervisors and 4 days later they sent us another email saying it is up to the airline to issue the refund or not , even though the first email they said they already got the authorization from the airline and processed the refund. It is really to get a hold of them and speak with anyone I had to be on hold for an hour.
Expedia.com Response
• Aug 07, 2020
August 7, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records indicate on January 29, 2020, Mr. *** or an authorized user of the Expedia account, self-booked a roundtrip flight reservation for two traveler, under itinerary ***. Travel was aboard *** Airlines departing on April 4, 2020, from Washington, DC, USA, to Cairo, Egypt, returning on April 15, 2020. We understand Mr. is seeking a refund, because the flights were cancelled.On March 9, 2020, *** initiated an airline schedule change. On March 24, 2020, the flights were cancelled on our website, for airline credit. Then Mr. sent an email requesting a refund based on the Coronavirus, on April 29, 2020. However, on May 12, 2020, after sending out a request for a full refund to *** due to the pandemic. We asked for an exception to their non-refundable rules. The airline responded with Mr. will receive airline credit through ***.On May 14, 2020, Expedia sent Mr. the following email as instructed by ***,We are contacting you from Expedia in regards to your cancellation request for your flight booking going to Cairo.We would like to inform you that we have verified that your itinerary *** has been successfully cancelled and you are holding an airline credit. Find below the rules and restrictions:*Original amount paid per passenger: 799.85USD*Ticket validity date: complete by 29 Jan 2021.*New ticket must have at least one flight segment on the original airline *New ticket must be for the same passenger(s) as originally booked.*Since the ticket is non-refundable, flight credit will also be non-refundable.*New ticket must depart from the same country as the original ticket.If the new ticket is less expensive than the original, any remaining amount may be forfeited.If the new ticket is more expensive than the original, any difference in prices will be collectedExpedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant of record that collected Mr. funds. We must adhere to the policy dictated by our supplier. 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 May 18, 2020, we contacted *** to advocate on Mr. behalf, regarding his refund request. The airline *** informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. On July 28, 2020, Expedia initiated the refund request with ***’s authorization. The time it takes for the refund to post to Mr.’ 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.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,
I will never use this Travel Agency again! I booked through Expedia at 2:07 PM CST on 6.26.2020 for a one night stay on 6.27.2020 through 6.28.2020 for *** in Texarkana, Tx, for a funeral. I had to cancel the reservation due to guidelines of Covid for the funeral home on 6.26.2020 at 4:54 PM. The hotel charged my credit card, full price on 7.4.2020, due to a no show. After speaking to the hotel I was told that was the reason why. I reached out to Expedia on 7.6.2020 up until today and was told by live representatives and chat(after posting on Twitter), that Expedia could not recoup the charge and refund me because due to hotel policy, if I don't cancel on the same day by 5:59 pm the full charge would be applied(lies, the hotel policy states I have 24 hrs to cancel) but I canceled on the Expedia website. After telling them they were lying and sending proof of my cancellation email, with them, Expedia proceeded to tell me that my cancellation was at 9:54 GMT..again after showing the email for cancellation, which shows 4:54 CST. After advising of the Expedia website giving me the option to cancel on 6.26.2020 before 11:59 PM, I was told this is incorrect by the agent. They then advised they would call the property again on my behalf but this time was told to me I was denied a refund because "I" didn't call the property to cancel. I advised them that it is not my responsibility to cancel with the hotel if I made the reservation through Expedia, it's the companies responsibility. Just like I didn't call them to let them know I made a reservation why would I have to call to cancel. I was then told this: As a travel agency, Expedia is subject to the rules and restrictions of the vendors whose travel products we sell. We act only as an agent for their product and do not have authority to override or change their policies. I would totally agree with this if Expedia was following their own guidelines and policies and the vendors. I have been refused a refund for a service I did not use. I don't hold the hotel responsible. I hold Expedia responsible because they failed to send my cancellation to the hotel which caused a full charge on my card. This is unacceptable. I have screenshots of the entire conversation with Expedia.
I purchased two nonrefundable round trip tickets for *** flights from Boston on June 2 and return flight from Amsterdam on June 6 2020 via Expedia.The airline canceled these flights and emailed me the confirmation that I'm entitled to refund, according to DOT regulation stating "Passengers who purchase non-refundable tickets are not entitled to a refund unless the airline... airline cancels a flight or makes a significant schedule change". *** advised that the money must be returned by Expedia, which makes sense because I purchased the tickets through the travel agency, not directly from the airline.
Expedia, though, refuses to return the money, claiming that my only option is to get a voucher. According to Section#3 of the U.S DOT regulations, "Ticket agents are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States" : https://www.transportation.gov/sites/dot.gov/files/2020-05/Refunds-%20Second%20E...⇄ />
Nevertheless, Expedia refuses to refund my tickets, trying to make ridiculous excuses and blaming everything on the airline.
Expedia.com Response
• Aug 10, 2020
August 10, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund with ***.
Our records indicate that on February 21, 2020, Ms., or an authorized user of the Expedia account, self-booked a round trip flight reservation for two travelers, under itinerary ***. Travel was aboard ***, departing on June 2, 2020 from Boston, MA, USA, to Amsterdam, Netherlands, returning on June 6, 2020. We understand Ms. is requesting a refund for her flights.
Between May 27, 2020, and May 31, 2020, *** initiated airline schedule changes and cancelled Ms.’ flights. Between June 12, 2020, and July 8, 2020, Ms. contacted Expedia several times inquiring about a refund. During this time, Expedia agents reached out to *** on Ms.’ behalf, regarding the refund request. Following *** policy, Ms. qualified for 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 July 14, 2020, we contacted *** to advocate on Ms.’ behalf, regarding the refund request. *** informed Expedia that due to their initiation of the schedule changes, Ms. qualifies for a flight refund. That same day, Expedia initiated the refund request through ***. The time it takes for the refund to post to Ms.’ 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 themerchant, ***, 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 haveany further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Monica WCorporate 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 acceptable, as long as I indeed get my refund within the time frame specified by Expedia. I hope the information provided by the company is correct, though I have no way of double- checking it now because the refund is supposed to take around 2 months. The only thing I can add is that it’s really hard to start trusting Expedia now after having multiple negative encounters with this company’s customer service, this will certainly impact my future business with the company.
During my car rental reservation with *** through Expedia for June 13, 2020 to July 11, 2020 (Itinerary # ***), I paid a $290 premium for an optional Collision Damage Plan (Policy # ***) from Aon Affinity through Expedia. Upon picking up the car from the *** location where I made my reservation, I was told by the front desk at that *** location that since I had no car insurance prior to this car pickup, I must purchase a Collision Damage Waiver (CDW) from *** directly, prior to taking the car with me. With no need for both a Collision Damage Waiver from *** and a Collision Damage Plan from Aon Affinity, prior to signing my contract with ***, I called Aon Affinity to cancel my Collision Damage Plan and have my $290 premium refunded. Understanding the situation, a customer service representative at Aon Affinity agreed through email to forward my refund request to Expedia and give me this refund within 1 to 3 billing cycles. Yet, earlier today, I received an email from Expedia saying that my refund request has been denied, since Expedia claimed to have been told by *** that *** does accept third-party insurances. Regardless, during my call to Expedia asking about my refund status two days ago, I made it clear to Expedia that I had requested to have my $290 refunded prior to signing my contract with ***. I also forwarded to Expedia the email that Aon Affinity sent to me confirming this $290 refund. Yet, Expedia still denied my refund request.
I am not sure the exact location of Expedia who provided me this service, so I just specified one of Expedia's addresses that were available to me for selection on this Revdex.com Complaint Form. I am currently a PhD student, so this $290 means a great deal of money to me.
Customer Response
• Jul 28, 2020
Hello,
The complaint number in the heading of this email has been resolved, as the $290 refund that I had been requesting from Expedia as mentioned in this complaint has now been received in full.
On June 23, 2020, we booked via Expedia a room at *** Resort in *** for 2 nights from July 09 and a $212.75 deposit charge was taken against my credit card the next day (June 24). Unfortunately, on June 29, my vacation request for this
trip was rejected due to tight work deadline. We immediately cancelled our room reservation via Expedia. Prior to that, my wife spoke to *** (manager at ***) who said that we needed to cancel via Expedia. Then, *** was contacted by Mahmoud from Expedia on same day we cancelled because we were trying to get help in waiving the cancellation fee as an exemption to resort policy. My family booked the resort last week to celebrate my wife's birthday on July 09 hoping that my vacation will be approved, but unfortunately, it was disapproved due to tight deadline at my work. I didn't expect it but it happened. Everyone else during these difficult times of pandemic crisis is so challenged financially and my family is not an exception to this crisis. My wife was laid off in early May, yet we were hoping to celebrate her birthday in Penticton. Since we cancelled on June 29, the resort would still have 10 more days before July 09 and waiving the cancellation fee would be of great help to us financially. The amount of $212.75 is a lot for us and according to Lesley, they can't return our refund. I tried to reach out to her via email but I got no response from Lesley. We are struggling right now and this money can go far if spent in basic needs of our family of four. Please help us and we thank you in advance for any support you can extend to us..
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on June 23,2020 via the website for arrival on July 9,2020 and departure on July 11,2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 6:00 PM local hotel time, June 25, 2020.Room cancellations made after 6:00 PM local hotel time, June 25, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.On June 29, 2020 the customer reached out to customer care to cancel their reservation. As the booking was inside the penalty window, customer care contacted the hotel to request a refund. Regrettably, the hotel declined to offer a penalty waiver. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jalen B.Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Customer Response
• Aug 13, 2020
Complaint: ***
I am rejecting this response because:
My complaint was against the property (i.e. *** Resort c/o *** - the Hotel Manager) who took advantage of my deposit by not granting a penalty waiver after informing her of my vacation days not approved by my employer. This is a case of being kind and understanding during the current crisis and the pandemic when people were all trying to find ways to forget about a hard reality on life and make the most of our finances. Here's my letter to *** on June 29, 2020 which she did not reply at all:
Dear Ms. (The Manager),Hope this email finds you well. You were recently contacted
by Mahmoud from Expedia earlier today because we were trying to get help in
waiving the cancellation fee as an exemption to your policy. My family booked
your resort last week to celebrate my wife's birthday on July 09 hoping that my
vacation will be approved, but unfortunately, it was disapproved due to tight
deadline at my work. I didn't expect it but it happened. Everyone else during
these difficult times of pandemic crisis is so challenged financially and my
family is not an exception to this crisis. She was laid off in early May, yet
we were hoping to celebrate her birthday in Penticton. Since we cancelled
today, you would still have 10 more days before July 09 and waiving your
cancellation fee would be of great help to us financially. The amount of
$212.75 is a lot for us and with your kind and generous heart and
consideration, we hope and request if you can please waive it for us. We are
struggling right now and this money can go far if spent in basic needs of our
family of four. Please help us and we thank you in advance for your approval. Have a great day and we look forward in hearing from you.***
My flight from March 23 to Tokyo on was canceled due to Covid. I attempted to request a refund. the refund was confirmed April 1. I have been waiting for the refund since. I called back to confirm a few times and was told by multiple agents that I would receive the refund by June 14. Expedia and *** Airlines claim they are not receiving the required documents through email, which they say is the only method of communication.
Expedia.com Response
• Aug 11, 2020
August 11,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** # *** regarding flight refund update. Our records indicate that on January 18,2020,Ms., or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing March 23,2020, from Seattle, WA, United States to Tokyo, Japan, returning on March 31,2020. We understand Ms. would like a refund, because the flights were cancelled.On March 19,2020, *** Airlines initiated an airline schedule change. On March 22, 2020, the flights were cancelled, and Ms. was sent an email stating she would receive a refund directly from *** Airlines.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** 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 1,2020, we contacted *** Airlines to advocate on Ms.’s behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On April 1, 2020, Expedia initiated the refund request through *** Airlines. The time it takes for the refund to post to Ms.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because of the extraordinary circumstance of Coronavirus travel disruptions, *** Airlines is 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. Sincerely,Ivette *** Corporate Correspondence Team
I booked a room for $2,748.10 from July 8th - July 13th at the *** in the Bahamas through Expedia.com. I had until 6/23/20 to cancel to receive a refund. The hotel decided not to open on July 7th because they believe that too many of their clients are coming from areas where CoVid19 cases are spiking. The post on ***' website from their president said that they'd offer refunds or vouchers, which ever their customers wanted. Expedia is saying that they will only provide a voucher that can be used within a year at the same property. We didn't cancel this reservation - the hotel did. We want a full refund.
Expedia.com Response
• Aug 05, 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 June 14 via our website for arrival on July 8 and departure on July 14. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 23, 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. Customer care was able to obtain approval for a refund in the amount of $2,748.10 that was processed on July 20. This refund may take up to 30 days to post, depending upon the terms and conditions of our customer's financial institution. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. As a refund has been issued, there is no further action required from our side. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, The Expedia Team
Paid for flights for myself and my family on February 28th with insurance protection.
Flight was cancelled and was told I could use this for future credit so we used the
credit amount in full for the new flight on June 4th. We were told that the flight was
cheaper but they would keep the full amount we paid prior and sent the details by
email so we would not lose money. I was concerned about that. The June 4th flight
was also cancelled so I requested a refund instead of credit this time. I was notified
that was no problem. Then I receive an email stating I would only be receiving $4203
out of the $4986 we spent on tickets and insurance. Expedia frauded us out of the
remaining money and after several attempts to request the remaining money we they
will not help us. We are still waiting on the refund of the $4203 from them. We want
our full amount paid. We never knew nor agreed to forfeit any money to Expedia.
Expedia.com Response
• Aug 12, 2020
August 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mrs. (Revdex.com complaint # ***) regarding a flight reservation.
We have verified the information provided and have found that the exchange was completed. Once the exchange is made on the tickets it is not possible to request a refund. Furthermore we are unable to review a call made to Expedia in April 2020, as the length of time for us to review is too great. Expedia may not make changes or refund on this case.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342.
After receiving a notice from Expedia that the flights in our itinerary had been canceled, I called Expedia on May 7, 2020, to find out what to do. After 2+ hours on hold and a transfer to a supervisor, I was told I was eligible for a refund. I also received an email from that conversation that the refund had been initiated and could take 8 weeks to process. On July 7, 2020, I called to check on the refund and, after more than an hour on the phone, and a transfer to a manager, was told they had lost my refund and that they would need to resubmit it, and that it would take another 8 weeks to process. They now have had my money since Jan. 30, and there is no guarantee that 8 weeks from now they won't put me off again. Manager told me she could not guarantee it wouldn't get lost again, and that there was nothing more she could do for me. Not acceptable.
Expedia.com Response
• Aug 07, 2020
August 7, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund.
We understand Mr. would like a refund
of $2398.84 for the flight reservations. Our records indicate on January 31, 2020, Mr. or an authorized user of the Expedia account, self-booked two multiple
destination flight on *** Airlines departing on May 8, 2020 from Spokane,
WA to Rome, Italy, returning on May 23, 2020 from Venice, Italy to Spokane, WA via ***.
We can confirm on May 6, 2020, the customer communicated with our online CHAT. The customer wanted to reconfirm the credit. Our representative advised the ticket must be
reissued.
On May 7,
2020, the customer called and advised they received an email from Expedia that his flights were cancelled. The customer wanted to check his options for the
cancelled flights. The customer has not received
a follow up email. He inquired if he would
get a future travel credit or a refund. Our
representative check the airline website and called the airline. The customer advised he preferred a refund
for his tickets.
On July 7, 2020, the customer
called to check on the stats of the refund. Our representative advised
there was no update and the customer asked for a Supervisor. The call was taken over by a Supervisor. The Supervisor advised the customer the
refund was being submitted to the airline and could take up to eight weeks to
be received.After further review on August 7, 2020, Expedia verified
the refund appears on *** site.
The refunds were processed on July 8, 2020 for $ 1191.92 each ticket. The refund is being processed by ***
and should appear on the original card that was charged.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. ag*** 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.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
2, 2020 my husband and I checked into this hotel, *** by ***, the hotel appeared nice and clean but little did we know that our room was infested with bedbugs, on July 3, 2020 my husband was awaken by two bedbugs crawling on him, he noticed several bites on his arms and legs. We both immediately jumped out of the bed and observed bedbugs crawling on the pillows, we filmed the bedbugs with our phone. Also we captured one bedbugs and took it to the front desk and demanded a refund. We were told no manager was available and we could only change rooms. They front desk staff was very rude. We immediately returned to the room and packed all our belongings, upon exit a manager confronted us and said there was no bedbugs in the napkin, this was clearly a lie because we captured the bedbug and gave it to the front desk clerk whom placed it inside a plastic ziplock bag. The manager advised us that we would not be refunded our money. I’m asking Revdex.com investigative this matter fully before other guest are potentially infected with bedbugs and infect their homes.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on July 02, 2020 via the Mobile App for arrival on July 02, 2020 and departure on July 03, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was contacted on July 03, 2020 in regards to obtaining a refund for the reservation due to bed bugs at the property. Customer care immediately contacted the property to request a full refund of the reservation on the customer's behalf. Unfortunately, the *** by *** Indianapolis Airport Plainfield did deny the refund stating there was no evidence of bed bugs on site. Conclusion:We apologize for any frustration our customer has experienced with this reservation.
It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Had to purchase 3 airlines tickets. Refusal to give refund.
On May 23rd I purchased my first airline ticket at 102.86 for my husband Nathaniel Johnathon Rocha. It was canceled June 24th. Expedia offered a refund for my first ticket and I purchased a second one for $232.18. Upon arriving at the gate to board the flight, we were told that there was no ticket and this was a constant problem with Expedia. I then had to purchase another $232.18 ticket at the gate. Expedia hastily returned the funds for my first ticket but now refuses to refund me for this one. I was first asked to provide a confirmation # from the boarding pass. When later providing it I was told I did not need it. They have transfered me around and refused to take my calls. I have been trying to contact them and the airline since July 1st.
Expedia.com Response
• Aug 16, 2020
August 16,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’s complaint that she forced to purchase a new flight
ticket at the airport and wants to be refunded for the original flight booking
with *** Airlines. Our records indicate that on May 23, 2020, Ms. or an authorized user of the account booked a
one-way flight ticket online via Expedia.com to Kansas City, MO departing from Sacramento, CA on July 1,
2020 with one stop at Seattle, WA on *** Airlines. Total cost of
the booking was $102.60.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: 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 airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 24, 2020, the customer’s flights were cancelled due to an
airline initiated schedule change. The customer was notified via email that
refund has been requested from *** Airlines. On the same day, the customer booked
flights with then assisting Expedia agent. New flight booking is for a one-way
flight to Kansas City, MO
departing from Sacramento, CA on July 1,
2020 with one stop at Las Vegas, NV on *** Airlines. New booking cost was
$226.58.
On July 6, 2020, the customer reached out to Expedia customer service
and claimed that her flight booking was not found on the day of travel and she
was forced to purchase a new flight ticket at the airport. The assisting
Expedia agent reached out to the *** Airlines who advised that the original charge was declined and the amount in
question should be credited back to customer’s account within 7 days. However, customer
can also submit a refund request on *** Airlines’ website if no credit was
received. On the same day, Ms. sent in screenshots of her bank
statement showing the charges for the flights. The assisting Expedia agent sent
another email to Ms. stating
that a refund request was already submitted online in behalf of the customer.
After further review we can confirm that on August 16, 2020, Ms. has already been credited back the amount in question. The
customer however did not provide any other refund/credit details over the phone.
When asked if there’s anything else she needs assistance with, Ms. asked for compensation. I apologized to Ms. for the inconvenience and advised Expedia is not offering
any compensation. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record for the customer’s flight bookings (the entities that received the funds
and the companies that charged the credit card) on customer’s itineraries. We
hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Ms.’s issues has been resolved, as confirmed
by Ms. herself. Expedia is unable to offer any compensation to Ms.. Thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Rena ***Corporate
Correspondence Team
Customer Response
• Aug 20, 2020
Complaint: ***
I am rejecting this response because they are using misleading language to better suit the narrative they did nothing wrong. I did not ask for compensation when you called. You asked if you could assist me further and I responded with "Nor unless you intend to further compensate me for the living hell your company made me life for 3 weeks." That is not asking for compensation. That is answering your question. I understand that my bank provided closure monetary wise. However that does not excuse the appalling way I was treated by customer service. Even now you are being horrible by trying to insinuate that I am just looking for compensation. When in reality I would like you to be held responsible for the business practices your company allowed. You did not make ANY effort to reach out to me until you were contacted by the Revdex.com because you did not want to acknowledge or address the issue at hand. Like your representatives did by transferring me to multiple incorrect departments and leaving me on hold for almost 9 hours. I hope that you really take a good long look at the way you decide to treat the people who keep your company in business. I actively advise against using Expedia to anyone who tells me they are planning travel and I give my experience freely to anyone that will listen. that:
I reserved two rooms for May 8, 2020 for my grandson's college graduation in Newport News, VA. I reserved these rooms in February, 2020 to be sure I got the rooms I needed. The place was *** by ***, Newport News, VA
The graduation was cancelled in late March and I would like my money back. They billed me in February which was wrong because I have always been billed when I checked in which would have been May 8, 2020. I contacted my *** and they were told I received a coupon for this which was a BIG FAT LIE!! I want my money back. I am retired and cannot afford to lose this much money. It was $168.92 times 2 rooms to equal $337.84.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings: I can confirm that these reservations were created on February 05, 2020 via the website for arrival on May 8, 2020 and departure on May 9, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 3:00 PM local hotel time, Thursday, May 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.April 24, 2020 the customer was able to obtain refunds for the reservation via the chargeback process. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the customer accepted vouchers for the reservations via the chargeback process, we are unable to issue any further refunds for these reservations. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 14, 2020
I am not happy. This was during the COVID-19 outbreak and they were impossible to get hold of. I did cancel the reservation at the hotel. Expedia is a horrible lying company and I will never use them again. Also they charged me in February and should have waited until check in time as everyone else does. So NO I am not happy and feel robbed.
I booked two rooms on June 16, 2020 and the Expedia ad said “ Pay at Hotel” but I was charged 75.06 Per Each Room at the time of booking. I used my PayPal card /account. I talked to a Expedia Chat operator about that. They said I will NOT be charged again when I check in. June 27, 2020, I checked in at *** hotel in Cave City, Ky and then I got charged another 75.06 for one room. I told the hotel clerk about it and they told me to contact Expedia about that. So again I talked to the Expedia chat operator that same day and long story short, they said they would follow up with me. But said it was only a Pre Auth. Charge. I told them it was NOT, that it was an actual purchase charge. Late that night I got an email from an Expedia Supervisor saying that, the extra charge was only a Pre Auth charge and it will release from my bank. So I gave it a few days. The extra charge of 75.06 Cleared My Bank. I talked with another Expedia Chat Operator about this issue and they said the extra charge was weird but if the Pre Auth charge did not release from my bank account, then I would need to DISPUTE the charge with my bank. I told them that “IT HAS NOTHING TO DO WITH MY BANK OR PAYPAL, EXPEDIA is the ones that charged me extra and THEY ARE RESPONSIBLE FOR MY REFUND. NOBODY else. A day or so later I had another Expedia Supervisor Email me asking to send me screen shots of my bank account showing the EXTRA CHARGE of 75.06, I HAVE SENT EXPEDIA ALL SCREEN SHOTS of EVERYTHING NEEDED TO PROVE I’m right and EXPEDIA OWES ME, 75.06 refund to my payment method of PayPal. I have saved ALL EMAILS and Photos of everything. Ivan Wilson, [email protected], one more thing, I sent a follow up email to the last Expedia Supervisor asking for a response and I NEVER GOT A RESPONSE. I’ve been nice and VERY patient about this have gave Epedia ALL they proof they need and have asked for and I still have NO refund.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created as a pay later reservation on June 16, 2020 via the mobile app for arrival on June27, 2020 and departure on June 28, 2020. At the time of booking, the customer agreed to the following cancellation and deposit policy. :Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, June 26, 2020.Room cancellations made after 4:00 PM local hotel time, June 26, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded. For multi-room bookings, the hotel's cancellation policies apply to each room.Payment timing:You will be charged deposits by the property based on the following schedule.100 percent (after booking)Customer care was contacted June 17, 2020 regarding the charges on the reservation since it was a pay later booking. Customer care advised that the deposit is charged up front per the hotel deposit policy. Customer care was contacted on June 27, 2020 regarding another charge on their credit card. Since Hotels.com is not the billing party for this reservation and did not charge the card customer care had to reach out to the *** & Suites regarding the charge. The property did state that the charge was an authorization and would drop off the card in a few days.The customer contacted care on July 1, 2020 regarding the charge and was advised to contact their financial institution. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we are unable to offer any type of credit for this reservation as Hotels.com is not the billing party on the reservation. If the customer has any questions regarding the charges for this reservation he may contact the *** & Suites or his financial institution directly. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, bottom line is EXPEDIA LOST ME AS A CUSTOMER. THIS WAS EXPEDIA’S FAULT. It’s funny that about two days after filing a compliant, I got a refund from Expedia. I will NEVER book anything with EXPEDIA again and I will also advise other people not to as well. The fact that you all offered NO HELP is UNACCEPTABLE!!! This case is CLOSED.
I have used Expedia before but never will again. Do NOT try to book vacation homes through this service. Two times in one week I reserved houses through Expedia, received a confirmation email and Expedia itinerary number. A few days after the first reservation I received an email from *** (a company that is not mentioned in any manner during the Expedia reservation process) stating the house was not actually available for the dates I'd reserved––the exact words "Though extremely rare, it appears an online booking was made on another channel at roughly the same time as yours" yada yada with the upshot that the other person's reservation went through first. So after making a replacement reservation and also getting a confirmation email with an Expedia itinerary number, I called customer service and sat on hold for a very long time while the rep worked to verify the reservation was confirmed and gave me a separate confirmation number from the "hotel." Days later, *** sent me the same email with once again the phrase "though extremely rare" another booking had been made at close to the same time and thus mine was invalid. Something that happens TWICE in ONE WEEK to the SAME CUSTOMER is NOT "extremely rare." Particularly when that customer calls the organization for additional verification beyond the itinerary number. This is a failure of their system. By the time both of these reservations were invalidated, there were no homes available through any other reputable vacation home agencies (***). I will stick with any of these in the future and recommend anyone else to do the same. (This is intended to be a zero star rating--the system just doesn't allow for that.)
I rented an auto through Expedia from ***. At the time, I purchased collision insurance through Expedia. When I picked up the car in Fort Lauderdale from ***, I was told the insurance was not sufficient. I needed to purchase insurance - which I did through *** - in order to rent the car. An agent from *** told me that Expedia would refund me my collision insurance. Expedia and *** have since given me the run around. *** said they did honor Expedia's insurance - which is not true since they made me purchase insurance with them or I could not rent the car. Expedia first came back to me that there was nothing they could do since *** did honor the insurance - which was not true. Expedia had me hold on the phone for over 40 minutes -claiming they needed me to also speak to *** with an Expedia agent. This conversation never happened. The Expedia agent returned to the line only to offer a voucher - for what was unclear. Both Expedia and *** appear to be in a partnership with the insurance requirements. I purchased insurance through Expedia only to be told it was not the correct insurance. I was told by the rental company that I could get my money back from Expedia. I would like the expense of the collision insurance refunded from Expedia.
Expedia.com Response
• Aug 05, 2020
August 4, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) about a car rental reservation.
Our records show on June 4, 2020, Mr. or an authorized account user self-booked a car rental reservation using Expedia’s website under itinerary ***. The car rental was reserved with *** car in Ft Lauderdale, Florida scheduled from June 30, 2020 to July 3, 2020. We understand Mr. is seeking a refund of $40 for protection charges assessed by *** Car.
Between July 5, 2020 to July 6, 2020, Mr. contacted Expedia to discuss the collision insurance administered by ***. The customer advised that Mr. did not purchase their collision plan and they permitted the use of the,” Collision Plan”, purchased through Expedia. We did discuss this matter with Mr.. Therefore, Expedia was unable to process a refund for the,“Collision Plan”, as it appears to be used.
We kindly request a copy of the, “Collision Plan”, that Mr. stated he was required to purchase with ***. This will help us complete our investigation in order to resolve this matter. Due to the information provided above Expedia is unable to honor his 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
My husband and I booked a fight and hotel with Expedia. We were notified that the flight was cancelled due to the COVID-19 Virus by the airline-*** and Expedia. This email was sent in March 2020 because our trip was in April. We had been emailing Expedia and the airline for months for our refund with no resolution. We finally received an email on June 1, 2020 stating the airline tickets were non refundable and that we wouldn’t be receiving a refund. The airline and Expedia’s policy states that the tickets are non refundable if the customer cancel the trip. We didn’t cancel, the airline and Expedia cancelled due to the COVID-19 virus which we understand due to us being a high risk. But we need our money refunded due to being retired, seniors on a fixed income and not knowing when and if we could travel out of US. The hotel had a non refundable policy also but refunded our money due to uncontrollable situation related to the virus. This is truly wrong because of the uncontrollable situation. Please refund our money for the tickets and upgrade seats. The tickets $1962.62 and upgrade seats $177.00.
Expedia.com Response
• Aug 06, 2020
August 5, 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 package reservation.Our records show on January 2, 2020, Mrs. or an authorized Expedia account user booked a package reservation with Expedia under itinerary ***. Travel was with *** and *** Airlines, traveling from Charlotte, NC USA to Tel Aviv, Israel departing on April 21, 2020 and returning on August 30, 2020. The package includes a hotel with stay at *** live art hotel for a check in on April 21, 2020 and a check out on April 30, 2020, for a total of $1,962.62. We understand Mrs. is seeking a refund due to the airline canceling the flight in relation to the Corona virus pandemic. On April 7, 2020, Mrs. accessed our website to use our self-service tool to cancel her refundable hotel stay. Our system then refunded $1,317.73, back to Mrs. original form of payment. However, it may take up to 30 days to post depending upon the financial institution.Between February 2, 2020 to August 4, 2020, *** Airlines initiated a schedule change that cancelled their flight based on the pandemic. The merchant of record (*** Airlines which is the entity that charged the customers credit card) on this itinerary. Does require Expedia to inform Mrs. of their Airline flexibility policy as depicted from *** website. Due to the inability to confirm whether the customer or the airline cancelled the flight. We sent multiple emails to *** Airlines to confirm their schedule change and to request a refund. Fortunately, on July 31, 2020, *** Airlines sent an email back, permitting a refund of $1,962.62. It may take up to 30 days for the refund to post back to the customers original form of payment. However, this does depend upon her financial institution. In order to accommodate Mrs. final request for a refund on upgraded seats we recommended that she contact *** Airlines. Additionally, Expedia serves as third-party intermediary, and we act only as an agent for the airlines product and we do not have the authority to process a refund for seats selected aboard an *** flight.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ACorporate Correspondence Team
Refund refusal
I ordered round trip plane tickets for 3 from Boise to Cancun (Itinerary #: ***). Names were: ***, ***, ***.
The flight was cancelled. I have requested a refund. Instead I was issued credit. I did not cancel this flight, the airlines did. The credit has limitations on use (ex: use by date) that are going to prevent me from redeeming the credit.
I booked the flight through Expedia. I have tried numerous times to contact agency to obtain refund. I was originally linked to a person via chat, who told me a refund could take up to 8 weeks. It has now been 16 weeks.
I attempted again to contact Expedia, and this time there were no options to have direct contact. All attempts routed to a chat bot with pre-programmed responses. I have learned that I was given *** Airlines credit. Again, I am unlikely to be able to redeem this credit, and my understanding is that law states that I am to be issued a refund. This is not what is happening, and there is no method to communicate with the agency to resolve the situation.
Expedia.com Response
• Aug 06, 2020
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on January 11, 2020, Mr. or an authorized Expedia account user self-booked a flight using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Boise, ID USA to Cancun, Quintana Roo, Mexico departing on March 22, 2020 and returning on March 29, 2020, for a total of $3,651.45. We understand Mr. is seeking a refund from Expedia for the cancelled flight reservation, caused by travel disruption. The U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight. At Expedia Group, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that Mr. is dissatisfied with receiving credit with an airline vs a full refund. However, Expedia has worked hard to with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit is not what Mr. is seeking but know that these are extraordinary circumstances that travel partners are working through and Expedia Group must follow the airlines policies.’On March 20, 2020, Mr. utilized our website services, to submit a cancel request for the *** Airlines reservation. The (cancel) application is fully accessible on our website. We then processed the cancel app against the *** Airlines flight. Expedia’s able to confirm that Mr.’s cancel request was fufilled. Therefore, Expedia issued Mr. a future travel credit for the *** Airlines flight valued at $3,651.45. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This flexibility policy is based upon *** Airlines non-refundable restrictions. Furthermore, Mr. may visit *** Airlines website to review their credit terms, using the following address:***Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight itinerary. 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. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the flight reservation:*** Airlines cancellation policy: Tickets are nonrefundable, nontransferable and name changes are not allowed.NOTE: You may owe any difference in ticket price when you re-book your trip.You’re allowed to change your origin and destination cities as part of this offer.If you re-book, travel must be completed by December 31, 2021.Moreover, Mr. 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 7, 2020, we then advocated on Mr.’s behalf by contacting *** Airlines to request a refund, based on their restrictions. The following was stated by *** Airlines, these tickets are non-refundable and Mr. may use the value of his ticket to book a future trip with us. When Mr. chooses to use his future travel credit following *** Airlines flexibility policy he may contact Expedia at (877) 227-7481, for re-booking assistance.Due to the information provided above Expedia is unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because:
I had checked the flight status on March 20, 2020. The flight was already cancelled, however I had received no notice of cancellation, or information on what my status was as a passenger, or if I would continue to be billed. I was worried that I would still be billed so I cancelled on my end as well.
Billed twice for rental car with *** reservation Expedia #***. *** record # ***
***Charged $170.08. Expedia charged $260.46
Filed a complaint with *** Revdex.com July 2 2020
Filed a complaint with *** Credit Card
Case # ***/
Expedia.com Response
• Aug 10, 2020
August 10,
2020Revdex.comAlaska,
Oregon and West*** WashingtonComplaint DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and conc***s which have been brought, to our attention. Expedia is
disheartened the customer felt their conc***s, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** And *** (Revdex.com case number ***) regarding a car
rental reservation refund. We understand
from Ms. complaint that she thinks she was double charged
for the car rental. Our records indicate that on February 26, 2020, Ms. or an authorized user of the account car rental from *** Rent A Car online via Expedia.com for dates February 26,
2020 to March 1, 2020, for pick up and drop off at *** Denver Colorado. The
customer reserved a Full size
2/4Door Car, *** or
similar. The customer also added a Travel Protection Collision Damage Plan in
the booking. The total cost of the rental was $260.46.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: 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 airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Charges
associated with the base rate are those which are applicable at the time of
booking and could be subject to change. Only those charges listed as mandatory
are included in the total rate for the displayed rentalUpon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on February 28, 2020, customer reached out to Expedia customer service
department to verify the charges on her car rental reservation. Per the car
rental company’s confirmation, the customer was advised of up to $200 security
deposit hold. The vendor also attached a copy of the customer’s invoice and rental
record showing a $171.08 charge. The customer was advised that they can also
verify the charges directly at the car rental location and was provided the
location’s phone number.
After further review we can confirm that on June
21, 2020, Ms. called in and claimed to have been double charged
for the same rental. The customer claimed to have been charged $171.08 on top
of the amount charged by Expedia, and complained that the car rental company
could not be contacted. On the same day, an email was sent to the customer
stating that the final amount due is submitted to her credit card company upon
return of the car. The customer was also advised on the email of the
possibility of a delay between the time when the credit card company receives
the final charges and the time the hold is released. The customer was further advised
to reach out to her credit card company instead as they are responsible for
releasing authorization holds or issuing credit back to customer’s account.
In addition, on June 25, 2020, an email was sent to Ms. to acknowledge receipt of her letter. On the same
email, Ms. was advised that one of the team members
who will be investigating her case will be in contact with her once investigation
is completed. And on June 29, 2020, an explanation was provided to customer
regarding the charges in question.
On August 10, 2020, ***
Rent A Car representative confirmed the total additional $171.08 charge was for
the following: $135.96 for the damage waiver that the customer purchased directly,
$15.11 concession recovery fee (which includes the airport service charge) and &
$13.01 tax (@13.25%). The listed charges were not included in the actual car rental cost and were charged directly by *** Rent A Car. Additionally, *** Rent A Car representative
also confirmed that they usually accept third party car rental insurance;
however, in this case, they were not made aware that the customer already
purchased insurance from Expedia and customer also accepted the damage waiver
they offered at the time of rental.
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 hope Ms. understand
that we must adhere to the rules and regulations of the car rental company,
including their cancellation and refund policies.Based on the
above, Expedia is unable to honor Mr. and Ms. refund
request as the additional charges incurred were charged directly by *** Rent A Car, to which
the customer agreed to at the time of rental. Thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you have any further questions or conc***s
regarding this matter, please feel free to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because:
*** charged for for a reservation paid in full through Expedia. *** should not have charged 170.08
regardless of what they are calling their charge “ damage waiver” . They should not collect any additional charges on top of what we paid Expedia.
Fortunately *** stepped up, after contacting the office of the CEO.
*** and Expedia are totally at fault. Two companies we will not use or recommend.
*** and Expedia were both paid for one car rental. No matter what they say, or explain it. Especially when the reservation with Expedia was made for 260.48 and paid.
My wife and I booked a round trip flight to Israel through Expedia on 11/12/19 for 3/18/20-3/30/20. We also purchased a protection plan. We chose to fly *** airline. We received emails from *** that they were changing our flight times at least 3 times. These changes did not correspond well with our tour schedule so we were not able to go and tried to cancel our tickets. We have called Expedia multiple multiple times, many times we weren't able to reach them. We tried emailing them. We were unable to cancel our flights due to extreme technical delays relating to covid-19. I was on the phone for 5 hours trying to reach someone. We weren't able to cancel our flight before the flight days we were supposed to fly. We were only able to cancel the flight once the dates on it passed. This was a stressful time for us not being able to get in contact with Expedia reps. We filed a claim regarding this flight and being unable to cancel our flight and the reasoning behind it before the flight times and dates. In the beginning of April we were finally able to get in contact with Expedia via phone. Since that day, we have contacted Expedia reps almost every week regarding our refund. The Expedia reps keep promising us they will send us an email regarding the process of our refund within 4 days after the call. To this day we have not received any such email from them.
Expedia.com Response
• Aug 14, 2020
August 14, 2020
Revdex.comAlaska, Oregon and 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 allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Mr. complaint that he wants an update regarding the refund for his unused flight ticketsOur records indicate that on November 12, 2019, Mr. or an authorized user of the account purchased two roundtrip tickets to ***, Israel departing March 18, 2020 from New York, NY to ***, Israel via *** Airlines, and returning March 30, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $2,083.92.
At the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
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 airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 10, 2020, the customer called Expedia customer service department to request cancellation of booking. The then assisting advised customer that flight their tickets are non-refundable and referred them to the insurance company to check if they can file a claim. Agent’s documentation states that customer was not promised a refund.
On April 8, 2020, an Expedia customer service agent documented that the customer attempted to file a claim for the flight booking with the insurance company on March 12, but was advised to cancel the tickets first. Agent’s notes state that the tickets were never cancelled as the customer was not able to get through Expedia phone lines. The airline call center was closed and can only be contacted via email. On the same day, the customer was notified via email that their flight reservation has been cancelled.
And on July 27, 2020, customer *** called in to follow up on the refund. The assisting Expedia agent documented the refund request was sent on June 25. On the same day, a refund request email was sent to the airline. The airline was also requested to process the refund on their system due to the restrictions in the flight network system. Per the remarks on the flight record: “*** Airlines has temporarily cancelled the GDS refund facility and all refunds must be submitted via BSP link. A notice was released on March 20 that no refunds are to be approved, except for flights cancelled by *** Airlines. And airline would update should it reached a decision.”
After further review we can confirm that on August 11, 2020, *** Airlines replied to the refund request email from Expedia. Per the email, refunds will be done once they go back to their normal operations. Airline further advised that due to the ongoing situation, they are working with limited staff and processing of ticket refunds is delayed.
On the other hand, Flight Protection Plan is effective from the date of trip purchase (rather than trip date), it is not considered unused and therefore remains non-refundable. The customer was also given 15 days to cancel the travel protection and get refunded for the premium paid. Such information was provided on the booking confirmation email sent to the customer upon completion of the booking. In addition, Mr. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by Aon, and any claims can be made directly with them at the contact details provided to Mr. in his confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503).
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia has liased with *** Airlines regarding Mr. refund request. Once processed, most refunds are issued within 12 weeks. Some refunds could take a bit longer, depending on the airline. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I am contacting you as I have not received a response to my request. I had booked 4 hotels and due to COVID the booking was canceled. I was supposed to receive a voucher, but I have no had any communication from you guys. I’ve escalated this request many times. The first time I’ve escalated this request, I was told to wait 30 days. I've waited the 30 days. The second time I was told to wait 7 business days, I waited the 7 business days. Third, I was told to wait 72 hours. I’ve waited. On the 4th time, I was told to wait 7 days by a corporate agent and that I should see the vouchers on my account. I’ve been more than 7 days and no one has communicated with me. I am tired of the false expectations that you guys are setting up. It’s been lie after lie after lie and no one has sent a ***le email since April 22nd. I can’t believe that a supervisor from corporate just lied like that. This is truly the worst service I’ve ever gotten in my life. This is so frustrating and infuriating.
Bookings:
The ***, ***, *** (***), for 03 MAY 2020 09 MAY 2020
*** Hotel *** for 09 MAY 2020 13 MAY 2020
***, for 12 MAY 2020 15 MAY 2020
***, for 15 MAY 2020 16 MAY 2020?
Expedia.com Response
• Jul 24, 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 the following reservations were created with our site:
The first reservation was created on September 24, 2019 for The ***, ***, *** (***) for arrival on May 3, 2020 and departure on May 9, 2020.The second reservation was created on October 18, 2019 for *** for arrival on May 12, 2020 and departure on May 15, 2020.The third reservation was created on December 31, 2019 for *** for arrival on May 15, 2020 and departure on May 16, 2020.
At the time of booking, the customer agreed to the following cancellation policy, same on each reservation: 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.The customer service team contacted *** and the hotel agreed to a full refund. The refund was issued on July 14, 2020 and has processed successfully on our side. If the customer has not yet seen the refund we recommend they reach out to their financial institution for further assistance. For the customer's other bookings, we were unable to obtain approval for a refund. However, the hotels have agreed to a future travel voucher for the customer's reservations.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
After further review, we were able to confirm that the coupon issuance was initiated when the bookings were canceled. Due to a system error, they didn't process back to the customer successfully. We are working hard to get the coupons issued to the customer's account for their bookings at *** and The ***, ***, *** (***) as soon as possible.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,The Expedia Team
Customer Response
• Jul 25, 2020
Complaint: ***
I am rejecting this response because:
I did receive a confirmation recently about two refunds being processed.One was for *** and the other one is for *** Hotel ***. I have two reservations which are still pending a resolution. The reservations are for The ***, ***, *** (***) and ***. With that said, yes, I did agree to the terms however, I was contacted by Expedia by email advi*** me to cancel the reservations. Second of all, the hotels closed during the dates of my travel, this was due to the pandemic. Hence, the were not able to provide the services I paid for. I contacted Expedia and I was told my many representatives that I was going to get a coupon to reschedule. This coupon was for the exact amount of each itinerary. I have yet to receive the full amount mis*** for each itinerary. I never receive updates from your team. I always have to contact them for an update in which they promise a date and once that deadline has been met no one reaches out.
I am still waiting for the mis*** reservations.
in regard to two of my bookings. However, I am mis*** tw
Sincerely
Expedia.com Response
• Aug 04, 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 the customer's reservations at The ***, ***, *** and ***, Amsterdam have been authorized and submitted for a coupon for a future trip at these hotels. The coupons are in the process of issuing to the customers account which could take up to 30 days.The voucher is issued through Expedia and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because: I have heard this response for months, since April to a little more precise. It's been more than the 30 days and yet, Expedia, does not provide a legitimated resolution. I have lost trust in this company. I've spent multiple hours on the line waiting for a response, I been promised that this would be resolved in 3 days, 7 days, 7 business days, 72 hours, 30 business days and I've waited, yet no resolution.I will keep this open until I see the vouchers applied.
We booked 2 tickets to egypt through Expedia in April on ***, all the flights were suspended to Egypt due to COVID-19. We filed a refund request. On May 18 we received an email from Expedia stating that they were able to get the authorization from the airline and issued a refund to us for $1538.70 but it might take 8 weeks. We waited and received nothing now we are following up on the email, talked to 2 supervisors and 4 days later they sent us another email saying it is up to the airline to issue the refund or not , even though the first email they said they already got the authorization from the airline and processed the refund. It is really to get a hold of them and speak with anyone I had to be on hold for an hour.
August 7, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records indicate on January 29, 2020, Mr. *** or an authorized user of the Expedia account, self-booked a roundtrip flight reservation for two traveler, under itinerary ***. Travel was aboard *** Airlines departing on April 4, 2020, from Washington, DC, USA, to Cairo, Egypt, returning on April 15, 2020. We understand Mr. is seeking a refund, because the flights were cancelled.On March 9, 2020, *** initiated an airline schedule change. On March 24, 2020, the flights were cancelled on our website, for airline credit. Then Mr. sent an email requesting a refund based on the Coronavirus, on April 29, 2020. However, on May 12, 2020, after sending out a request for a full refund to *** due to the pandemic. We asked for an exception to their non-refundable rules. The airline responded with Mr. will receive airline credit through ***.On May 14, 2020, Expedia sent Mr. the following email as instructed by ***,We are contacting you from Expedia in regards to your cancellation request for your flight booking going to Cairo.We would like to inform you that we have verified that your itinerary *** has been successfully cancelled and you are holding an airline credit. Find below the rules and restrictions:*Original amount paid per passenger: 799.85USD*Ticket validity date: complete by 29 Jan 2021.*New ticket must have at least one flight segment on the original airline *New ticket must be for the same passenger(s) as originally booked.*Since the ticket is non-refundable, flight credit will also be non-refundable.*New ticket must depart from the same country as the original ticket.If the new ticket is less expensive than the original, any remaining amount may be forfeited.If the new ticket is more expensive than the original, any difference in prices will be collectedExpedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant of record that collected Mr. funds. We must adhere to the policy dictated by our supplier. 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 May 18, 2020, we contacted *** to advocate on Mr. behalf, regarding his refund request. The airline *** informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. On July 28, 2020, Expedia initiated the refund request with ***’s authorization. The time it takes for the refund to post to Mr.’ 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.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 will never use this Travel Agency again! I booked through Expedia at 2:07 PM CST on 6.26.2020 for a one night stay on 6.27.2020 through 6.28.2020 for *** in Texarkana, Tx, for a funeral. I had to cancel the reservation due to guidelines of Covid for the funeral home on 6.26.2020 at 4:54 PM. The hotel charged my credit card, full price on 7.4.2020, due to a no show. After speaking to the hotel I was told that was the reason why. I reached out to Expedia on 7.6.2020 up until today and was told by live representatives and chat(after posting on Twitter), that Expedia could not recoup the charge and refund me because due to hotel policy, if I don't cancel on the same day by 5:59 pm the full charge would be applied(lies, the hotel policy states I have 24 hrs to cancel) but I canceled on the Expedia website. After telling them they were lying and sending proof of my cancellation email, with them, Expedia proceeded to tell me that my cancellation was at 9:54 GMT..again after showing the email for cancellation, which shows 4:54 CST. After advising of the Expedia website giving me the option to cancel on 6.26.2020 before 11:59 PM, I was told this is incorrect by the agent. They then advised they would call the property again on my behalf but this time was told to me I was denied a refund because "I" didn't call the property to cancel. I advised them that it is not my responsibility to cancel with the hotel if I made the reservation through Expedia, it's the companies responsibility. Just like I didn't call them to let them know I made a reservation why would I have to call to cancel. I was then told this: As a travel agency, Expedia is subject to the rules and restrictions of the vendors whose travel products we sell. We act only as an agent for their product and do not have authority to override or change their policies. I would totally agree with this if Expedia was following their own guidelines and policies and the vendors. I have been refused a refund for a service I did not use. I don't hold the hotel responsible. I hold Expedia responsible because they failed to send my cancellation to the hotel which caused a full charge on my card. This is unacceptable. I have screenshots of the entire conversation with Expedia.
I purchased two nonrefundable round trip tickets for *** flights from Boston on June 2 and return flight from Amsterdam on June 6 2020 via Expedia.The airline canceled these flights and emailed me the confirmation that I'm entitled to refund, according to DOT regulation stating "Passengers who purchase non-refundable tickets are not entitled to a refund unless the airline... airline cancels a flight or makes a significant schedule change". *** advised that the money must be returned by Expedia, which makes sense because I purchased the tickets through the travel agency, not directly from the airline.
Expedia, though, refuses to return the money, claiming that my only option is to get a voucher. According to Section#3 of the U.S DOT regulations, "Ticket agents are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States" :
https://www.transportation.gov/sites/dot.gov/files/2020-05/Refunds-%20Second%20E...⇄ /> Nevertheless, Expedia refuses to refund my tickets, trying to make ridiculous excuses and blaming everything on the airline.
August 10, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund with ***.
Our records indicate that on February 21, 2020, Ms., or an authorized user of the Expedia account, self-booked a round trip flight reservation for two travelers, under itinerary ***. Travel was aboard ***, departing on June 2, 2020 from Boston, MA, USA, to Amsterdam, Netherlands, returning on June 6, 2020. We understand Ms. is requesting a refund for her flights.
Between May 27, 2020, and May 31, 2020, *** initiated airline schedule changes and cancelled Ms.’ flights. Between June 12, 2020, and July 8, 2020, Ms. contacted Expedia several times inquiring about a refund. During this time, Expedia agents reached out to *** on Ms.’ behalf, regarding the refund request. Following *** policy, Ms. qualified for 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 July 14, 2020, we contacted *** to advocate on Ms.’ behalf, regarding the refund request. *** informed Expedia that due to their initiation of the schedule changes, Ms. qualifies for a flight refund. That same day, Expedia initiated the refund request through ***. The time it takes for the refund to post to Ms.’ 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 themerchant, ***, 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 haveany further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Monica WCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is acceptable, as long as I indeed get my refund within the time frame specified by Expedia. I hope the information provided by the company is correct, though I have no way of double- checking it now because the refund is supposed to take around 2 months. The only thing I can add is that it’s really hard to start trusting Expedia now after having multiple negative encounters with this company’s customer service, this will certainly impact my future business with the company.
Sincerely
During my car rental reservation with *** through Expedia for June 13, 2020 to July 11, 2020 (Itinerary # ***), I paid a $290 premium for an optional Collision Damage Plan (Policy # ***) from Aon Affinity through Expedia. Upon picking up the car from the *** location where I made my reservation, I was told by the front desk at that *** location that since I had no car insurance prior to this car pickup, I must purchase a Collision Damage Waiver (CDW) from *** directly, prior to taking the car with me. With no need for both a Collision Damage Waiver from *** and a Collision Damage Plan from Aon Affinity, prior to signing my contract with ***, I called Aon Affinity to cancel my Collision Damage Plan and have my $290 premium refunded. Understanding the situation, a customer service representative at Aon Affinity agreed through email to forward my refund request to Expedia and give me this refund within 1 to 3 billing cycles. Yet, earlier today, I received an email from Expedia saying that my refund request has been denied, since Expedia claimed to have been told by *** that *** does accept third-party insurances. Regardless, during my call to Expedia asking about my refund status two days ago, I made it clear to Expedia that I had requested to have my $290 refunded prior to signing my contract with ***. I also forwarded to Expedia the email that Aon Affinity sent to me confirming this $290 refund. Yet, Expedia still denied my refund request.
I am not sure the exact location of Expedia who provided me this service, so I just specified one of Expedia's addresses that were available to me for selection on this Revdex.com Complaint Form. I am currently a PhD student, so this $290 means a great deal of money to me.
Hello,
The complaint number in the heading of this email has been resolved, as the $290 refund that I had been requesting from Expedia as mentioned in this complaint has now been received in full.
Thank you
On June 23, 2020, we booked via Expedia a room at *** Resort in *** for 2 nights from July 09 and a $212.75 deposit charge was taken against my credit card the next day (June 24). Unfortunately, on June 29, my vacation request for this
trip was rejected due to tight work deadline. We immediately cancelled our room reservation via Expedia. Prior to that, my wife spoke to *** (manager at ***) who said that we needed to cancel via Expedia. Then, *** was contacted by Mahmoud from Expedia on same day we cancelled because we were trying to get help in waiving the cancellation fee as an exemption to resort policy. My family booked the resort last week to celebrate my wife's birthday on July 09 hoping that my vacation will be approved, but unfortunately, it was disapproved due to tight deadline at my work. I didn't expect it but it happened. Everyone else during these difficult times of pandemic crisis is so challenged financially and my family is not an exception to this crisis. My wife was laid off in early May, yet we were hoping to celebrate her birthday in Penticton. Since we cancelled on June 29, the resort would still have 10 more days before July 09 and waiving the cancellation fee would be of great help to us financially. The amount of $212.75 is a lot for us and according to Lesley, they can't return our refund. I tried to reach out to her via email but I got no response from Lesley. We are struggling right now and this money can go far if spent in basic needs of our family of four. Please help us and we thank you in advance for any support you can extend to us..
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 June 23,2020 via the website for arrival on July 9,2020 and departure on July 11,2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 6:00 PM local hotel time, June 25, 2020.Room cancellations made after 6:00 PM local hotel time, June 25, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.On June 29, 2020 the customer reached out to customer care to cancel their reservation. As the booking was inside the penalty window, customer care contacted the hotel to request a refund. Regrettably, the hotel declined to offer a penalty waiver. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jalen B.Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Complaint: ***
I am rejecting this response because:
My complaint was against the property (i.e. *** Resort c/o *** - the Hotel Manager) who took advantage of my deposit by not granting a penalty waiver after informing her of my vacation days not approved by my employer. This is a case of being kind and understanding during the current crisis and the pandemic when people were all trying to find ways to forget about a hard reality on life and make the most of our finances. Here's my letter to *** on June 29, 2020 which she did not reply at all:
Dear Ms. (The Manager),Hope this email finds you well. You were recently contacted
by Mahmoud from Expedia earlier today because we were trying to get help in
waiving the cancellation fee as an exemption to your policy. My family booked
your resort last week to celebrate my wife's birthday on July 09 hoping that my
vacation will be approved, but unfortunately, it was disapproved due to tight
deadline at my work. I didn't expect it but it happened. Everyone else during
these difficult times of pandemic crisis is so challenged financially and my
family is not an exception to this crisis. She was laid off in early May, yet
we were hoping to celebrate her birthday in Penticton. Since we cancelled
today, you would still have 10 more days before July 09 and waiving your
cancellation fee would be of great help to us financially. The amount of
$212.75 is a lot for us and with your kind and generous heart and
consideration, we hope and request if you can please waive it for us. We are
struggling right now and this money can go far if spent in basic needs of our
family of four. Please help us and we thank you in advance for your approval. Have a great day and we look forward in hearing from you.***
Sincerely
My flight from March 23 to Tokyo on was canceled due to Covid. I attempted to request a refund. the refund was confirmed April 1. I have been waiting for the refund since. I called back to confirm a few times and was told by multiple agents that I would receive the refund by June 14. Expedia and *** Airlines claim they are not receiving the required documents through email, which they say is the only method of communication.
August 11,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** # *** regarding flight refund update. Our records indicate that on January 18,2020,Ms., or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing March 23,2020, from Seattle, WA, United States to Tokyo, Japan, returning on March 31,2020. We understand Ms. would like a refund, because the flights were cancelled.On March 19,2020, *** Airlines initiated an airline schedule change. On March 22, 2020, the flights were cancelled, and Ms. was sent an email stating she would receive a refund directly from *** Airlines.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** 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 1,2020, we contacted *** Airlines to advocate on Ms.’s behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On April 1, 2020, Expedia initiated the refund request through *** Airlines. The time it takes for the refund to post to Ms.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because of the extraordinary circumstance of Coronavirus travel disruptions, *** Airlines is 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. Sincerely,Ivette *** Corporate Correspondence Team
I booked a room for $2,748.10 from July 8th - July 13th at the *** in the Bahamas through Expedia.com. I had until 6/23/20 to cancel to receive a refund. The hotel decided not to open on July 7th because they believe that too many of their clients are coming from areas where CoVid19 cases are spiking. The post on ***' website from their president said that they'd offer refunds or vouchers, which ever their customers wanted. Expedia is saying that they will only provide a voucher that can be used within a year at the same property. We didn't cancel this reservation - the hotel did. We want a full refund.
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 June 14 via our website for arrival on July 8 and departure on July 14. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 23, 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. Customer care was able to obtain approval for a refund in the amount of $2,748.10 that was processed on July 20. This refund may take up to 30 days to post, depending upon the terms and conditions of our customer's financial institution. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. As a refund has been issued, there is no further action required from our side. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, The Expedia Team
Paid for flights for myself and my family on February 28th with insurance protection.
Flight was cancelled and was told I could use this for future credit so we used the
credit amount in full for the new flight on June 4th. We were told that the flight was
cheaper but they would keep the full amount we paid prior and sent the details by
email so we would not lose money. I was concerned about that. The June 4th flight
was also cancelled so I requested a refund instead of credit this time. I was notified
that was no problem. Then I receive an email stating I would only be receiving $4203
out of the $4986 we spent on tickets and insurance. Expedia frauded us out of the
remaining money and after several attempts to request the remaining money we they
will not help us. We are still waiting on the refund of the $4203 from them. We want
our full amount paid. We never knew nor agreed to forfeit any money to Expedia.
August 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mrs. (Revdex.com complaint # ***) regarding a flight reservation.
We have verified the information provided and have found that the exchange was completed. Once the exchange is made on the tickets it is not possible to request a refund. Furthermore we are unable to review a call made to Expedia in April 2020, as the length of time for us to review is too great. Expedia may not make changes or refund on this case.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342.
Sincerely,
Daniel *** Corporate Correspondence Team
After receiving a notice from Expedia that the flights in our itinerary had been canceled, I called Expedia on May 7, 2020, to find out what to do. After 2+ hours on hold and a transfer to a supervisor, I was told I was eligible for a refund. I also received an email from that conversation that the refund had been initiated and could take 8 weeks to process. On July 7, 2020, I called to check on the refund and, after more than an hour on the phone, and a transfer to a manager, was told they had lost my refund and that they would need to resubmit it, and that it would take another 8 weeks to process. They now have had my money since Jan. 30, and there is no guarantee that 8 weeks from now they won't put me off again. Manager told me she could not guarantee it wouldn't get lost again, and that there was nothing more she could do for me. Not acceptable.
August 7, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund.
We understand Mr. would like a refund
of $2398.84 for the flight reservations. Our records indicate on January 31, 2020, Mr. or an authorized user of the Expedia account, self-booked two multiple
destination flight on *** Airlines departing on May 8, 2020 from Spokane,
WA to Rome, Italy, returning on May 23, 2020 from Venice, Italy to Spokane, WA via ***.
We can confirm on May 6, 2020, the customer communicated with our online CHAT. The customer wanted to reconfirm the credit. Our representative advised the ticket must be
reissued.
On May 7,
2020, the customer called and advised they received an email from Expedia that his flights were cancelled. The customer wanted to check his options for the
cancelled flights. The customer has not received
a follow up email. He inquired if he would
get a future travel credit or a refund. Our
representative check the airline website and called the airline. The customer advised he preferred a refund
for his tickets.
On July 7, 2020, the customer
called to check on the stats of the refund. Our representative advised
there was no update and the customer asked for a Supervisor. The call was taken over by a Supervisor. The Supervisor advised the customer the
refund was being submitted to the airline and could take up to eight weeks to
be received.After further review on August 7, 2020, Expedia verified
the refund appears on *** site.
The refunds were processed on July 8, 2020 for $ 1191.92 each ticket. The refund is being processed by ***
and should appear on the original card that was charged.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. ag*** 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.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
2, 2020 my husband and I checked into this hotel, *** by ***, the hotel appeared nice and clean but little did we know that our room was infested with bedbugs, on July 3, 2020 my husband was awaken by two bedbugs crawling on him, he noticed several bites on his arms and legs. We both immediately jumped out of the bed and observed bedbugs crawling on the pillows, we filmed the bedbugs with our phone. Also we captured one bedbugs and took it to the front desk and demanded a refund. We were told no manager was available and we could only change rooms. They front desk staff was very rude. We immediately returned to the room and packed all our belongings, upon exit a manager confronted us and said there was no bedbugs in the napkin, this was clearly a lie because we captured the bedbug and gave it to the front desk clerk whom placed it inside a plastic ziplock bag. The manager advised us that we would not be refunded our money. I’m asking Revdex.com investigative this matter fully before other guest are potentially infected with bedbugs and infect their homes.
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 July 02, 2020 via the Mobile App for arrival on July 02, 2020 and departure on July 03, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was contacted on July 03, 2020 in regards to obtaining a refund for the reservation due to bed bugs at the property. Customer care immediately contacted the property to request a full refund of the reservation on the customer's behalf. Unfortunately, the *** by *** Indianapolis Airport Plainfield did deny the refund stating there was no evidence of bed bugs on site. Conclusion:We apologize for any frustration our customer has experienced with this reservation.
It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Had to purchase 3 airlines tickets. Refusal to give refund.
On May 23rd I purchased my first airline ticket at 102.86 for my husband Nathaniel Johnathon Rocha. It was canceled June 24th. Expedia offered a refund for my first ticket and I purchased a second one for $232.18. Upon arriving at the gate to board the flight, we were told that there was no ticket and this was a constant problem with Expedia. I then had to purchase another $232.18 ticket at the gate. Expedia hastily returned the funds for my first ticket but now refuses to refund me for this one. I was first asked to provide a confirmation # from the boarding pass. When later providing it I was told I did not need it. They have transfered me around and refused to take my calls. I have been trying to contact them and the airline since July 1st.
August 16,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’s complaint that she forced to purchase a new flight
ticket at the airport and wants to be refunded for the original flight booking
with *** Airlines. Our records indicate that on May 23, 2020, Ms. or an authorized user of the account booked a
one-way flight ticket online via Expedia.com to Kansas City, MO departing from Sacramento, CA on July 1,
2020 with one stop at Seattle, WA on *** Airlines. Total cost of
the booking was $102.60.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: 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 airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 24, 2020, the customer’s flights were cancelled due to an
airline initiated schedule change. The customer was notified via email that
refund has been requested from *** Airlines. On the same day, the customer booked
flights with then assisting Expedia agent. New flight booking is for a one-way
flight to Kansas City, MO
departing from Sacramento, CA on July 1,
2020 with one stop at Las Vegas, NV on *** Airlines. New booking cost was
$226.58.
On July 6, 2020, the customer reached out to Expedia customer service
and claimed that her flight booking was not found on the day of travel and she
was forced to purchase a new flight ticket at the airport. The assisting
Expedia agent reached out to the *** Airlines who advised that the original charge was declined and the amount in
question should be credited back to customer’s account within 7 days. However, customer
can also submit a refund request on *** Airlines’ website if no credit was
received. On the same day, Ms. sent in screenshots of her bank
statement showing the charges for the flights. The assisting Expedia agent sent
another email to Ms. stating
that a refund request was already submitted online in behalf of the customer.
After further review we can confirm that on August 16, 2020, Ms. has already been credited back the amount in question. The
customer however did not provide any other refund/credit details over the phone.
When asked if there’s anything else she needs assistance with, Ms. asked for compensation. I apologized to Ms. for the inconvenience and advised Expedia is not offering
any compensation. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record for the customer’s flight bookings (the entities that received the funds
and the companies that charged the credit card) on customer’s itineraries. We
hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Ms.’s issues has been resolved, as confirmed
by Ms. herself. Expedia is unable to offer any compensation to Ms.. Thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Rena ***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because they are using misleading language to better suit the narrative they did nothing wrong. I did not ask for compensation when you called. You asked if you could assist me further and I responded with "Nor unless you intend to further compensate me for the living hell your company made me life for 3 weeks." That is not asking for compensation. That is answering your question. I understand that my bank provided closure monetary wise. However that does not excuse the appalling way I was treated by customer service. Even now you are being horrible by trying to insinuate that I am just looking for compensation. When in reality I would like you to be held responsible for the business practices your company allowed. You did not make ANY effort to reach out to me until you were contacted by the Revdex.com because you did not want to acknowledge or address the issue at hand. Like your representatives did by transferring me to multiple incorrect departments and leaving me on hold for almost 9 hours. I hope that you really take a good long look at the way you decide to treat the people who keep your company in business. I actively advise against using Expedia to anyone who tells me they are planning travel and I give my experience freely to anyone that will listen. that:
Sincerely
I reserved two rooms for May 8, 2020 for my grandson's college graduation in Newport News, VA. I reserved these rooms in February, 2020 to be sure I got the rooms I needed. The place was *** by ***, Newport News, VA
The graduation was cancelled in late March and I would like my money back. They billed me in February which was wrong because I have always been billed when I checked in which would have been May 8, 2020. I contacted my *** and they were told I received a coupon for this which was a BIG FAT LIE!! I want my money back. I am retired and cannot afford to lose this much money. It was $168.92 times 2 rooms to equal $337.84.
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 these reservations were created on February 05, 2020 via the website for arrival on May 8, 2020 and departure on May 9, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 3:00 PM local hotel time, Thursday, May 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.April 24, 2020 the customer was able to obtain refunds for the reservation via the chargeback process. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the customer accepted vouchers for the reservations via the chargeback process, we are unable to issue any further refunds for these reservations. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I am not happy. This was during the COVID-19 outbreak and they were impossible to get hold of. I did cancel the reservation at the hotel. Expedia is a horrible lying company and I will never use them again. Also they charged me in February and should have waited until check in time as everyone else does. So NO I am not happy and feel robbed.
Sent from my
I booked two rooms on June 16, 2020 and the Expedia ad said “ Pay at Hotel” but I was charged 75.06 Per Each Room at the time of booking. I used my PayPal card /account. I talked to a Expedia Chat operator about that. They said I will NOT be charged again when I check in. June 27, 2020, I checked in at *** hotel in Cave City, Ky and then I got charged another 75.06 for one room. I told the hotel clerk about it and they told me to contact Expedia about that. So again I talked to the Expedia chat operator that same day and long story short, they said they would follow up with me. But said it was only a Pre Auth. Charge. I told them it was NOT, that it was an actual purchase charge. Late that night I got an email from an Expedia Supervisor saying that, the extra charge was only a Pre Auth charge and it will release from my bank. So I gave it a few days. The extra charge of 75.06 Cleared My Bank. I talked with another Expedia Chat Operator about this issue and they said the extra charge was weird but if the Pre Auth charge did not release from my bank account, then I would need to DISPUTE the charge with my bank. I told them that “IT HAS NOTHING TO DO WITH MY BANK OR PAYPAL, EXPEDIA is the ones that charged me extra and THEY ARE RESPONSIBLE FOR MY REFUND. NOBODY else. A day or so later I had another Expedia Supervisor Email me asking to send me screen shots of my bank account showing the EXTRA CHARGE of 75.06, I HAVE SENT EXPEDIA ALL SCREEN SHOTS of EVERYTHING NEEDED TO PROVE I’m right and EXPEDIA OWES ME, 75.06 refund to my payment method of PayPal. I have saved ALL EMAILS and Photos of everything. Ivan Wilson, [email protected], one more thing, I sent a follow up email to the last Expedia Supervisor asking for a response and I NEVER GOT A RESPONSE. I’ve been nice and VERY patient about this have gave Epedia ALL they proof they need and have asked for and I still have NO refund.
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 as a pay later reservation on June 16, 2020 via the mobile app for arrival on June27, 2020 and departure on June 28, 2020. At the time of booking, the customer agreed to the following cancellation and deposit policy. :Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, June 26, 2020.Room cancellations made after 4:00 PM local hotel time, June 26, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded. For multi-room bookings, the hotel's cancellation policies apply to each room.Payment timing:You will be charged deposits by the property based on the following schedule.100 percent (after booking)Customer care was contacted June 17, 2020 regarding the charges on the reservation since it was a pay later booking. Customer care advised that the deposit is charged up front per the hotel deposit policy. Customer care was contacted on June 27, 2020 regarding another charge on their credit card. Since Hotels.com is not the billing party for this reservation and did not charge the card customer care had to reach out to the *** & Suites regarding the charge. The property did state that the charge was an authorization and would drop off the card in a few days.The customer contacted care on July 1, 2020 regarding the charge and was advised to contact their financial institution. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we are unable to offer any type of credit for this reservation as Hotels.com is not the billing party on the reservation. If the customer has any questions regarding the charges for this reservation he may contact the *** & Suites or his financial institution directly. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, bottom line is EXPEDIA LOST ME AS A CUSTOMER. THIS WAS EXPEDIA’S FAULT. It’s funny that about two days after filing a compliant, I got a refund from Expedia. I will NEVER book anything with EXPEDIA again and I will also advise other people not to as well. The fact that you all offered NO HELP is UNACCEPTABLE!!! This case is CLOSED.
Sincerely
I have used Expedia before but never will again. Do NOT try to book vacation homes through this service. Two times in one week I reserved houses through Expedia, received a confirmation email and Expedia itinerary number. A few days after the first reservation I received an email from *** (a company that is not mentioned in any manner during the Expedia reservation process) stating the house was not actually available for the dates I'd reserved––the exact words "Though extremely rare, it appears an online booking was made on another channel at roughly the same time as yours" yada yada with the upshot that the other person's reservation went through first. So after making a replacement reservation and also getting a confirmation email with an Expedia itinerary number, I called customer service and sat on hold for a very long time while the rep worked to verify the reservation was confirmed and gave me a separate confirmation number from the "hotel." Days later, *** sent me the same email with once again the phrase "though extremely rare" another booking had been made at close to the same time and thus mine was invalid. Something that happens TWICE in ONE WEEK to the SAME CUSTOMER is NOT "extremely rare." Particularly when that customer calls the organization for additional verification beyond the itinerary number. This is a failure of their system. By the time both of these reservations were invalidated, there were no homes available through any other reputable vacation home agencies (***). I will stick with any of these in the future and recommend anyone else to do the same. (This is intended to be a zero star rating--the system just doesn't allow for that.)
I rented an auto through Expedia from ***. At the time, I purchased collision insurance through Expedia. When I picked up the car in Fort Lauderdale from ***, I was told the insurance was not sufficient. I needed to purchase insurance - which I did through *** - in order to rent the car. An agent from *** told me that Expedia would refund me my collision insurance. Expedia and *** have since given me the run around. *** said they did honor Expedia's insurance - which is not true since they made me purchase insurance with them or I could not rent the car. Expedia first came back to me that there was nothing they could do since *** did honor the insurance - which was not true. Expedia had me hold on the phone for over 40 minutes -claiming they needed me to also speak to *** with an Expedia agent. This conversation never happened. The Expedia agent returned to the line only to offer a voucher - for what was unclear. Both Expedia and *** appear to be in a partnership with the insurance requirements. I purchased insurance through Expedia only to be told it was not the correct insurance. I was told by the rental company that I could get my money back from Expedia. I would like the expense of the collision insurance refunded from Expedia.
August 4, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) about a car rental reservation.
Our records show on June 4, 2020, Mr. or an authorized account user self-booked a car rental reservation using Expedia’s website under itinerary ***. The car rental was reserved with *** car in Ft Lauderdale, Florida scheduled from June 30, 2020 to July 3, 2020. We understand Mr. is seeking a refund of $40 for protection charges assessed by *** Car.
Between July 5, 2020 to July 6, 2020, Mr. contacted Expedia to discuss the collision insurance administered by ***. The customer advised that Mr. did not purchase their collision plan and they permitted the use of the,” Collision Plan”, purchased through Expedia. We did discuss this matter with Mr.. Therefore, Expedia was unable to process a refund for the,“Collision Plan”, as it appears to be used.
We kindly request a copy of the, “Collision Plan”, that Mr. stated he was required to purchase with ***. This will help us complete our investigation in order to resolve this matter. Due to the information provided above Expedia is unable to honor his 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
My husband and I booked a fight and hotel with Expedia. We were notified that the flight was cancelled due to the COVID-19 Virus by the airline-*** and Expedia. This email was sent in March 2020 because our trip was in April. We had been emailing Expedia and the airline for months for our refund with no resolution. We finally received an email on June 1, 2020 stating the airline tickets were non refundable and that we wouldn’t be receiving a refund. The airline and Expedia’s policy states that the tickets are non refundable if the customer cancel the trip. We didn’t cancel, the airline and Expedia cancelled due to the COVID-19 virus which we understand due to us being a high risk. But we need our money refunded due to being retired, seniors on a fixed income and not knowing when and if we could travel out of US. The hotel had a non refundable policy also but refunded our money due to uncontrollable situation related to the virus. This is truly wrong because of the uncontrollable situation. Please refund our money for the tickets and upgrade seats. The tickets $1962.62 and upgrade seats $177.00.
August 5, 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 package reservation.Our records show on January 2, 2020, Mrs. or an authorized Expedia account user booked a package reservation with Expedia under itinerary ***. Travel was with *** and *** Airlines, traveling from Charlotte, NC USA to Tel Aviv, Israel departing on April 21, 2020 and returning on August 30, 2020. The package includes a hotel with stay at *** live art hotel for a check in on April 21, 2020 and a check out on April 30, 2020, for a total of $1,962.62. We understand Mrs. is seeking a refund due to the airline canceling the flight in relation to the Corona virus pandemic. On April 7, 2020, Mrs. accessed our website to use our self-service tool to cancel her refundable hotel stay. Our system then refunded $1,317.73, back to Mrs. original form of payment. However, it may take up to 30 days to post depending upon the financial institution.Between February 2, 2020 to August 4, 2020, *** Airlines initiated a schedule change that cancelled their flight based on the pandemic. The merchant of record (*** Airlines which is the entity that charged the customers credit card) on this itinerary. Does require Expedia to inform Mrs. of their Airline flexibility policy as depicted from *** website. Due to the inability to confirm whether the customer or the airline cancelled the flight. We sent multiple emails to *** Airlines to confirm their schedule change and to request a refund. Fortunately, on July 31, 2020, *** Airlines sent an email back, permitting a refund of $1,962.62. It may take up to 30 days for the refund to post back to the customers original form of payment. However, this does depend upon her financial institution. In order to accommodate Mrs. final request for a refund on upgraded seats we recommended that she contact *** Airlines. Additionally, Expedia serves as third-party intermediary, and we act only as an agent for the airlines product and we do not have the authority to process a refund for seats selected aboard an *** flight.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ACorporate Correspondence Team
Refund refusal
I ordered round trip plane tickets for 3 from Boise to Cancun (Itinerary #: ***). Names were: ***, ***, ***.
The flight was cancelled. I have requested a refund. Instead I was issued credit. I did not cancel this flight, the airlines did. The credit has limitations on use (ex: use by date) that are going to prevent me from redeeming the credit.
I booked the flight through Expedia. I have tried numerous times to contact agency to obtain refund. I was originally linked to a person via chat, who told me a refund could take up to 8 weeks. It has now been 16 weeks.
I attempted again to contact Expedia, and this time there were no options to have direct contact. All attempts routed to a chat bot with pre-programmed responses. I have learned that I was given *** Airlines credit. Again, I am unlikely to be able to redeem this credit, and my understanding is that law states that I am to be issued a refund. This is not what is happening, and there is no method to communicate with the agency to resolve the situation.
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on January 11, 2020, Mr. or an authorized Expedia account user self-booked a flight using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Boise, ID USA to Cancun, Quintana Roo, Mexico departing on March 22, 2020 and returning on March 29, 2020, for a total of $3,651.45. We understand Mr. is seeking a refund from Expedia for the cancelled flight reservation, caused by travel disruption. The U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight. At Expedia Group, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that Mr. is dissatisfied with receiving credit with an airline vs a full refund. However, Expedia has worked hard to with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit is not what Mr. is seeking but know that these are extraordinary circumstances that travel partners are working through and Expedia Group must follow the airlines policies.’On March 20, 2020, Mr. utilized our website services, to submit a cancel request for the *** Airlines reservation. The (cancel) application is fully accessible on our website. We then processed the cancel app against the *** Airlines flight. Expedia’s able to confirm that Mr.’s cancel request was fufilled. Therefore, Expedia issued Mr. a future travel credit for the *** Airlines flight valued at $3,651.45. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This flexibility policy is based upon *** Airlines non-refundable restrictions. Furthermore, Mr. may visit *** Airlines website to review their credit terms, using the following address:***Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight itinerary. 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. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the flight reservation:*** Airlines cancellation policy: Tickets are nonrefundable, nontransferable and name changes are not allowed.NOTE: You may owe any difference in ticket price when you re-book your trip.You’re allowed to change your origin and destination cities as part of this offer.If you re-book, travel must be completed by December 31, 2021.Moreover, Mr. 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 7, 2020, we then advocated on Mr.’s behalf by contacting *** Airlines to request a refund, based on their restrictions. The following was stated by *** Airlines, these tickets are non-refundable and Mr. may use the value of his ticket to book a future trip with us. When Mr. chooses to use his future travel credit following *** Airlines flexibility policy he may contact Expedia at (877) 227-7481, for re-booking assistance.Due to the information provided above Expedia is unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I had checked the flight status on March 20, 2020. The flight was already cancelled, however I had received no notice of cancellation, or information on what my status was as a passenger, or if I would continue to be billed. I was worried that I would still be billed so I cancelled on my end as well.
Sincerely
Billed twice for rental car with *** reservation Expedia #***. *** record # ***
***Charged $170.08. Expedia charged $260.46
Filed a complaint with *** Revdex.com July 2 2020
Filed a complaint with *** Credit Card
Case # ***/
August 10,
2020Revdex.comAlaska,
Oregon and West*** WashingtonComplaint DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and conc***s which have been brought, to our attention. Expedia is
disheartened the customer felt their conc***s, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** And *** (Revdex.com case number ***) regarding a car
rental reservation refund. We understand
from Ms. complaint that she thinks she was double charged
for the car rental. Our records indicate that on February 26, 2020, Ms. or an authorized user of the account car rental from *** Rent A Car online via Expedia.com for dates February 26,
2020 to March 1, 2020, for pick up and drop off at *** Denver Colorado. The
customer reserved a Full size
2/4Door Car, *** or
similar. The customer also added a Travel Protection Collision Damage Plan in
the booking. The total cost of the rental was $260.46.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: 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 airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Charges
associated with the base rate are those which are applicable at the time of
booking and could be subject to change. Only those charges listed as mandatory
are included in the total rate for the displayed rentalUpon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on February 28, 2020, customer reached out to Expedia customer service
department to verify the charges on her car rental reservation. Per the car
rental company’s confirmation, the customer was advised of up to $200 security
deposit hold. The vendor also attached a copy of the customer’s invoice and rental
record showing a $171.08 charge. The customer was advised that they can also
verify the charges directly at the car rental location and was provided the
location’s phone number.
After further review we can confirm that on June
21, 2020, Ms. called in and claimed to have been double charged
for the same rental. The customer claimed to have been charged $171.08 on top
of the amount charged by Expedia, and complained that the car rental company
could not be contacted. On the same day, an email was sent to the customer
stating that the final amount due is submitted to her credit card company upon
return of the car. The customer was also advised on the email of the
possibility of a delay between the time when the credit card company receives
the final charges and the time the hold is released. The customer was further advised
to reach out to her credit card company instead as they are responsible for
releasing authorization holds or issuing credit back to customer’s account.
In addition, on June 25, 2020, an email was sent to Ms. to acknowledge receipt of her letter. On the same
email, Ms. was advised that one of the team members
who will be investigating her case will be in contact with her once investigation
is completed. And on June 29, 2020, an explanation was provided to customer
regarding the charges in question.
On August 10, 2020, ***
Rent A Car representative confirmed the total additional $171.08 charge was for
the following: $135.96 for the damage waiver that the customer purchased directly,
$15.11 concession recovery fee (which includes the airport service charge) and &
$13.01 tax (@13.25%). The listed charges were not included in the actual car rental cost and were charged directly by *** Rent A Car. Additionally, *** Rent A Car representative
also confirmed that they usually accept third party car rental insurance;
however, in this case, they were not made aware that the customer already
purchased insurance from Expedia and customer also accepted the damage waiver
they offered at the time of rental.
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 hope Ms. understand
that we must adhere to the rules and regulations of the car rental company,
including their cancellation and refund policies.Based on the
above, Expedia is unable to honor Mr. and Ms. refund
request as the additional charges incurred were charged directly by *** Rent A Car, to which
the customer agreed to at the time of rental. Thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you have any further questions or conc***s
regarding this matter, please feel free to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
*** charged for for a reservation paid in full through Expedia. *** should not have charged 170.08
regardless of what they are calling their charge “ damage waiver” . They should not collect any additional charges on top of what we paid Expedia.
Fortunately *** stepped up, after contacting the office of the CEO.
*** and Expedia are totally at fault. Two companies we will not use or recommend.
*** and Expedia were both paid for one car rental. No matter what they say, or explain it. Especially when the reservation with Expedia was made for 260.48 and paid.
Just totally wrong.
Sincerely,
*** And
My wife and I booked a round trip flight to Israel through Expedia on 11/12/19 for 3/18/20-3/30/20. We also purchased a protection plan. We chose to fly *** airline. We received emails from *** that they were changing our flight times at least 3 times. These changes did not correspond well with our tour schedule so we were not able to go and tried to cancel our tickets. We have called Expedia multiple multiple times, many times we weren't able to reach them. We tried emailing them. We were unable to cancel our flights due to extreme technical delays relating to covid-19. I was on the phone for 5 hours trying to reach someone. We weren't able to cancel our flight before the flight days we were supposed to fly. We were only able to cancel the flight once the dates on it passed. This was a stressful time for us not being able to get in contact with Expedia reps. We filed a claim regarding this flight and being unable to cancel our flight and the reasoning behind it before the flight times and dates. In the beginning of April we were finally able to get in contact with Expedia via phone. Since that day, we have contacted Expedia reps almost every week regarding our refund. The Expedia reps keep promising us they will send us an email regarding the process of our refund within 4 days after the call. To this day we have not received any such email from them.
August 14, 2020
Revdex.comAlaska, Oregon and 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 allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Mr. complaint that he wants an update regarding the refund for his unused flight ticketsOur records indicate that on November 12, 2019, Mr. or an authorized user of the account purchased two roundtrip tickets to ***, Israel departing March 18, 2020 from New York, NY to ***, Israel via *** Airlines, and returning March 30, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $2,083.92.
At the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
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 airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 10, 2020, the customer called Expedia customer service department to request cancellation of booking. The then assisting advised customer that flight their tickets are non-refundable and referred them to the insurance company to check if they can file a claim. Agent’s documentation states that customer was not promised a refund.
On April 8, 2020, an Expedia customer service agent documented that the customer attempted to file a claim for the flight booking with the insurance company on March 12, but was advised to cancel the tickets first. Agent’s notes state that the tickets were never cancelled as the customer was not able to get through Expedia phone lines. The airline call center was closed and can only be contacted via email. On the same day, the customer was notified via email that their flight reservation has been cancelled.
And on July 27, 2020, customer *** called in to follow up on the refund. The assisting Expedia agent documented the refund request was sent on June 25. On the same day, a refund request email was sent to the airline. The airline was also requested to process the refund on their system due to the restrictions in the flight network system. Per the remarks on the flight record: “*** Airlines has temporarily cancelled the GDS refund facility and all refunds must be submitted via BSP link. A notice was released on March 20 that no refunds are to be approved, except for flights cancelled by *** Airlines. And airline would update should it reached a decision.”
After further review we can confirm that on August 11, 2020, *** Airlines replied to the refund request email from Expedia. Per the email, refunds will be done once they go back to their normal operations. Airline further advised that due to the ongoing situation, they are working with limited staff and processing of ticket refunds is delayed.
On the other hand, Flight Protection Plan is effective from the date of trip purchase (rather than trip date), it is not considered unused and therefore remains non-refundable. The customer was also given 15 days to cancel the travel protection and get refunded for the premium paid. Such information was provided on the booking confirmation email sent to the customer upon completion of the booking. In addition, Mr. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by Aon, and any claims can be made directly with them at the contact details provided to Mr. in his confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503).
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia has liased with *** Airlines regarding Mr. refund request. Once processed, most refunds are issued within 12 weeks. Some refunds could take a bit longer, depending on the airline. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Aida ***Corporate Correspondence Team
I am contacting you as I have not received a response to my request. I had booked 4 hotels and due to COVID the booking was canceled. I was supposed to receive a voucher, but I have no had any communication from you guys. I’ve escalated this request many times. The first time I’ve escalated this request, I was told to wait 30 days. I've waited the 30 days. The second time I was told to wait 7 business days, I waited the 7 business days. Third, I was told to wait 72 hours. I’ve waited. On the 4th time, I was told to wait 7 days by a corporate agent and that I should see the vouchers on my account. I’ve been more than 7 days and no one has communicated with me. I am tired of the false expectations that you guys are setting up. It’s been lie after lie after lie and no one has sent a ***le email since April 22nd. I can’t believe that a supervisor from corporate just lied like that. This is truly the worst service I’ve ever gotten in my life. This is so frustrating and infuriating.
Bookings:
The ***, ***, *** (***), for 03 MAY 2020 09 MAY 2020
*** Hotel *** for 09 MAY 2020 13 MAY 2020
***, for 12 MAY 2020 15 MAY 2020
***, for 15 MAY 2020 16 MAY 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 the following reservations were created with our site:
The first reservation was created on September 24, 2019 for The ***, ***, *** (***) for arrival on May 3, 2020 and departure on May 9, 2020.The second reservation was created on October 18, 2019 for *** for arrival on May 12, 2020 and departure on May 15, 2020.The third reservation was created on December 31, 2019 for *** for arrival on May 15, 2020 and departure on May 16, 2020.
At the time of booking, the customer agreed to the following cancellation policy, same on each reservation: 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.The customer service team contacted *** and the hotel agreed to a full refund. The refund was issued on July 14, 2020 and has processed successfully on our side. If the customer has not yet seen the refund we recommend they reach out to their financial institution for further assistance. For the customer's other bookings, we were unable to obtain approval for a refund. However, the hotels have agreed to a future travel voucher for the customer's reservations.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
After further review, we were able to confirm that the coupon issuance was initiated when the bookings were canceled. Due to a system error, they didn't process back to the customer successfully. We are working hard to get the coupons issued to the customer's account for their bookings at *** and The ***, ***, *** (***) as soon as possible.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,The Expedia Team
Complaint: ***
I am rejecting this response because:
I did receive a confirmation recently about two refunds being processed.One was for *** and the other one is for *** Hotel ***. I have two reservations which are still pending a resolution. The reservations are for The ***, ***, *** (***) and ***. With that said, yes, I did agree to the terms however, I was contacted by Expedia by email advi*** me to cancel the reservations. Second of all, the hotels closed during the dates of my travel, this was due to the pandemic. Hence, the were not able to provide the services I paid for. I contacted Expedia and I was told my many representatives that I was going to get a coupon to reschedule. This coupon was for the exact amount of each itinerary. I have yet to receive the full amount mis*** for each itinerary. I never receive updates from your team. I always have to contact them for an update in which they promise a date and once that deadline has been met no one reaches out.
I am still waiting for the mis*** reservations.
in regard to two of my bookings. However, I am mis*** tw
Sincerely
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 the customer's reservations at The ***, ***, *** and ***, Amsterdam have been authorized and submitted for a coupon for a future trip at these hotels. The coupons are in the process of issuing to the customers account which could take up to 30 days.The voucher is issued through Expedia and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Complaint: ***
I am rejecting this response because: I have heard this response for months, since April to a little more precise. It's been more than the 30 days and yet, Expedia, does not provide a legitimated resolution. I have lost trust in this company. I've spent multiple hours on the line waiting for a response, I been promised that this would be resolved in 3 days, 7 days, 7 business days, 72 hours, 30 business days and I've waited, yet no resolution.I will keep this open until I see the vouchers applied.
Sincerely