I was not allowed a full refund due to unforeseen global health emergency issues. When I made my reservation in December 2019, there was no way to expect the event I was attending would be canceled. I contacted the hotel and Expedia.com customer service and each one said I needed to contact the other for my refund. I asked Expedia.com customer service supervisor to speak with her boss and was told she is the highest level associate I could speak with. I was then told corporate does not have a phone number. I was denied my full refund, or any refund, even though no services were exchanged.
Expedia.com Response
• Jul 28, 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 December 9, 2019 via Expedia mobile site for arrival on July 14 and departure on July 19, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service team contacted the hotel on two separate occasions asking for a refund. The hotel manager declined the request both times. 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, The Expedia Team
I had a flight and hotel booked Belfast to Paris and I’m
American. Americans can’t enter France or UK and flight and hotel were cancelled. Hotel gave a voucher but all dates are booked with voucher which is impossible. It is a scam to take money and I didn’t cancel the trip. The flight is cancelled and hotel closed. I want my money back because the hotel does not have summer dates for next year with is impossible. Expedia will not help at
All and I booked before the pandemic.
Expedia.com Response
• Aug 09, 2020
August 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package for three nights with the Hotel ***,
Autograph Collection, in Paris France, including roundtrip flights with ***
*** for travel from Belfast, Northern Ireland, UK, to Paris, France, shuttle ground
transportation and a *** bus tour.The
customer canceled the package. They received a refund of the ground
transportation and the bus tour. The hotel
was nonrefundable with no changes allowed. As a courtesy, and per agreement of
Expedia and the hotel, the customer was able to retain the value of the hotel booking
to use towards a change of date with the hotel. The value of the hotel
reservation was placed into a coupon that has to be used by a certain time. The hotel
currently is offering the ability to book with them 10 months out. If the
customer needs to book dates that are for more than 10 months out they will
need to wait and book the dates when they are within 10 months, and during the
validity of the coupon.The
international standard as set by the International Air Transport Association
and other international agencies for rebooking flights, is that the country of
origin cannot be changed. Expedia and the majority of airline carriers observe
this standard, and Expedia will not be able to offer a change to the country of
origin for flights purchased.The
tickets with *** require the customer to contact *** directly to change
or cancel, with or without refund. The customer may inquire if they are
offering the ability to refund to a credit voucher or some other resource directly
with the carrier.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In 2019 my wife and booked an *** cruise through Expedia. We paid 400 down on my Expedia credit card and the balance on my debit card. When Covid hit our trip was cancelled, this happened on April 2nd. We asked for a full refund on the same day. We were told at the time that the refund would take up to 60 days (I have all the emails). When asked again on June 24 we were told that on June 9, 2020 *** Cruise Line processed your refund for my 400 deposit and June 12, 2020 *** Cruise Line sent to their accounting department for your refund to be processed. Well its now over 90 days and no money has been refunded to my credit card or debit card and now I am being told it could be another 90 days and that Expedia does not issue the refund. I paid Expedia and expect them to honor the return.
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia. 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 complaint from Mr. *** (Revdex.com
case number ***) regarding a cruise booking.Our records indicate the customer’s reservation was cancelled by
*** Cruise Lines on April 2, 2020. We can confirm Mr. contacted
Expedia several times since then to follow up on the status of his refund. We reached
out to *** and confirmed a refund was being processed for $400.00 to card
ending in *** and $3273.04 to card ending in ***. The *** agent sent an
email reminder to their accounting department on June 12, 2020. On August 3, 2020
we contacted *** again to advocate on the customer’ behalf and the cruise
line agent advised us the refund is still pending but could not provide a
specific date on when the funds will be released.Please note Expedia serves as a third-party intermediary and does
not own nor operate *** Cruise Lines. *** are the merchant of record
(the entity who charged the customer) on this itinerary. Regrettably, Expedia
is unable to expedite the refund process as we do not hold the customer’s
funds. We thank you for allowing us to address this matter. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because:
I paid Expedia not the cruise line therefore expedia should act as my agent in getting my refund to me. They sure had no problem accepting my money but now that there is a problem they point their finger in the other direction. That is some of the poorest customer service I have ever experienced. Do they want to keep me as a customer? I have an Expedia credit card and have used them exclusively in the past. I am getting ready to cancel my card and never use them again.
This is in regards to Itinerary # *** booked via Expedia.com. While the hotel room booked was a non-refundable room rate, I was contacted by the hotel on April 1, 2020 at 6:40pm via Expedia.com. I was informed by *** hotel that the hotel would be closed during my stay for renovations and that I should contact Expedia for a full refund. The person that contacted me from *** was ***.
After contacting Expedia and providing the message from the *** hotel, a coupon was issued in the amount of $981 to be used by July 4, 2021. I received an email message from Expedia on May 28, 2020 at 3:57pm informing me that my reservation was cancelled by the property because the property will be closed during my stay.
As mentioned numerous times to Expedia, I was never given an opportunity to obtain a refund of the purchase price. I attempted to provide Expedia with the information and was even transferred to Expedia corporate, but the phone box is full.
I do not want a coupon and would like the purchase price refunded. Given the current pandemic, coupled with the fact that the hotel contacted me and informed me to obtain a refund through Expedia, I would like a refund of the purchase price of the hotel.
Expedia.com Response
• Aug 09, 2020
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including hotel, flight and coverage for travel
from June 5, 2020 through June 8, 2020. On May 28,
2020 the customer received a coupon for the hotel with voluntary cancelation.
Our records show the hotel coupon was converted to a refund of $980.72 on July
8, 2020 at their request.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I booked a trip to Las Vegas thru expedia.com for March 14 thru the 21 2020. My Itinerary Number was ***.
I was staying at the *** hotel and Casino and on March 17 I received a text from the hotel stating that it was shutting down due to covid. I immediately left the hotel on March 17. I requested reimbursement for my unused days (March 17 thru March 21) from expedia and expedia said a third party they deal with is refusing to refund my money. I booked thru and paid expedia, not a third party. Expedia is being very unprofessional and it is a terrible company in not refunding me the money for the unused hotel days that I could not use thru no fault of my own. Expedia is a terrible company using third parties they have no control over. I believe I would have paid FAR less in airfare, car rental and hotel booking directly AND NOT USING EXPEDIA.
Expedia.com Response
• Aug 21, 2020
August 21,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that he was forced to check out early
from the hotel and wants a refund for his unused nights. Our records
indicate that on January 6, 2020, Mr. or an authorized user of the account booked a
package to Las Vegas, NV for travel 14-21
March 2020. The package reservation included a reservation included a combined
one-way flight departing March 14, 2020 from Cleveland, OH to Las
Vegas, NV , connecting in Chicago,
IL via *** Airlines, and returning
March 21, 2020 via *** Airlines. The package booking also included a 7-night
stay at The *** Hotel, Casino & *** for check in on March 14, 2020, checking out March
21, 2020, and a car rental from ***. A Collision Damage Plan and Travel Protection Vacation Waiver were also purchased. Total cost of the package was
$2,038.61.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.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 valueUpon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 7, 2020, customer called in and requested a refund for the unused
car rental days. The car rental company was then contacted and confirmed that
customer was only charged for the days the rental was used. On the same day,
Expedia agent processed a $245.47 refund for the unused car rental days and an
$80.00 refund for the Collision
Damage Plan upon confirmation that vendor did not honor the insurance purchased
from Expedia. An email was also received from Mr.
*** requesting a refund for the unused hotel nights. Another Expedia agent
reached out to the property/hotel via email to request a refund on the
customer’s behalf. And on May 26, 2020, the vendor/property
replied via email with a denial for the refund request. Mr. was notified of the denial via another email. Mr. then replied to the email on the same day claiming it was the property who
asked him to leave via a text message. Mr. further explained that all
guests were asked to vacate the hotel no later than Thursday that week as the
hotel was closing all operations. The customer further claimed on email that
since he booked through Expedia, Expedia
should reimburse him for his unused nights since the hotel refused.In addition, on August 13, 2020, the vendor was contacted regarding the
customer’s issue. The vendor advised to send an email to their post travel team
for assistance. On the same day, a refund request email was sent. The following
day, August 14, 2020, a refund denial email was received from the vendor. The
email also referenced to the previous denial email received on May 26, 2020. On
the same day, another email was sent to vendor requesting to reconsider Mr. case.
However, only an acknowledgement email has been received from the vendor to
date.After further review and consideration we can
confirm that on August 21, 2020, a refund of $535.10 was processed on customer’s account.
The refund amount was determined based on $133.77 per night, the nightly rate of the hotel reservation. Mr.
*** confirmed that he left the property on March 17, 2020, which means he used
three nights of his 7-night reservation. The refund is for the four unused
nights. 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 Mr. understand that we must adhere to the rules and
regulations of the air carrier and the hotel, including their cancellation and
refund policies.Based on the
above, Expedia refunded Mr. the amount of
$535.10 for his unused hotel nights. The refund will be credited to the original form
of payment used and may take up to 10 business days to be completed, depending
on the financial institution. 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
Customer Response
• Aug 22, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I am appalled and angry that Expedia would not resolve my refund for my unused hotel days without me contacting the Revdex.com.
Thank You Revdex.com for getting my refund from Expedia.
Expedia can sure take your money but when something goes wrong, they do not support you to rectify the problem.
It is Expedias choice to use 3rd parties to book hotels. And it is Expedias problem when their 3rd party partners refuse to refund legitimate requests.
In the future I will be booking my hotel and airfare directly with the hotels and airlines. The hotel was more than willing to refund my unused days. Expedia and their third parties are the problem.
Booking directly with the hotel and airline will probably be cheaper and definitely a more positive experience than Expedia.
Thank You once again Revdex.com for rectifying this horrible experience with expedia
Purchased a travel package that was cancelled due to COVID 19. Also purchased travel insurance that was supposed to provide a full refund. Expedia refused to deal with me, pawned me off on the insurance company which referred me back to Expedia. Expedia tells me today that *** took ownership of the claim. Now instead of the guaranteed refund, the airline provided travel credit I cant even use.
Expedia.com Response
• Aug 09, 2020
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased an itinerary that included roundtrip flights with ***
Airlines traveling from Boston, MA to Fort Lauderdale, FL, and flight
cancelation coverage with ***. The
flight was nonrefundable with no changes allowed. *** was allowing customers
who purchased this type of fare to retain the credit for some time to use
towards a new fare, when flights are canceled prior to travel. This was due to
the global pandemic.Expedia
has no control over the terms and conditions of the flight cancelation coverage
and cannot make changes to it. The terms and conditions are provided for review,
and accepted at the time of booking by the customer, from the coverage supplier.
The customer has a 10 day look period to review the same terms after purchase, and
any cancelations of the coverage have to be made by that time. The flight could
have been voided until 11:59 PM PDT on the following day of purchase. Expedia
does not provide compensation for travel or other expenses, or for nonuse.The
coverage provided compensation for the flight up to the value of the ticket
under certain unforeseen circumstances with restrictions and limitations. Any
claims for reimbursement were to be filed with, and approved by ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia.com Response
• Aug 09, 2020
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased an itinerary that included roundtrip flights with *** Airlines traveling from Boston, MA to Fort Lauderdale, FL, and flight
cancelation coverage with Travel Guard. The
flight was nonrefundable with no changes allowed. *** was allowing customers
who purchased this type of fare to retain the credit for some time to use
towards a new fare, when flights are canceled prior to travel. This was due to
the global pandemic.Expedia
has no control over the terms and conditions of the flight cancelation coverage
and cannot make changes to it. The terms and conditions are provided for review,
and accepted at the time of booking by the customer, from the coverage supplier.
The customer has a 10 day look period to review the same terms after purchase, and
any cancelations of the coverage have to be made by that time. The flight could
have been voided until 11:59 PM PDT on the following day of purchase. Expedia
does not provide compensation for travel or other expenses, or for nonuse.The
coverage provided compensation for the flight up to the value of the ticket
under certain unforeseen circumstances with restrictions and limitations. Any
claims for reimbursement were to be filed with, and approved by Travel Guard.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Aug 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Customer Response
• Aug 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I was scheduled to fly out in April and due to the Covid19 they cancelled my flight, without letting me know. I have since contacted them who said the airline has provided me a credit, which means my insurance company will not pay me. BUT, Expedia has not managed to give me this credit because the airline is not responding to the credit claim. After countless calls and 4 months later I eventually asked them what am I supposed to do now? - I have paid for a ticket, I am a gold member, airline won't reply to credit, therefore insurance won't pay and I can't get anything after 4 months their response was "nothing anyone can do." I'll be sure never to use them again.
I will never use expedia again and would recommend no one else should either. They are thieves. I booked a motel through them which I had to cancel due to covid. The motel was never paid by expedia nor did they charge a cancellation fee and though expedia claims they don't charge for cancellations I was not refunded my money.You can not get to talk to a person on their phone number as it is just a push button robot.I have emailed their "helpdesk" many times and have had no response.They deserve minus star ratings!
If there were negative stars that’s what I would leave. I have been trying since March if this year to get my money back on a trip that I was unable to take to Venice due to the closing of Italy. Expedia gives me the run around and instead of just giving me my money back they tell me the airline and hotels policies won’t allow a refund but when I call the airline and girl they tell me to contact Expedia that they will refund my money. Why am I having to do all of the work?! I will never use them again and do not recommend them.
I am a medical student in St. Vincent and the Grenadines. I bought *** Ticket from Expedia on Monday June 8, 2020 against the next available flight which was July 2, 2020. Before I bought the ticket, I called *** to confirm that the ticket was real because part of the problem is that these fraudulent online ticket agents took advantage of the chaotic situation created by this COVID-19 to put ticket that does not exist online at a very cheap price and after people buy it, they cancel it. And they collect "fees" of about 10% from people to process their refund. *** confirmed the ticket exists over the phone on Monday June 8, 2020 and they had the same flight on their website at that time selling for $776.00 and Expedia was selling the same ticket for $573 and I bought it from Expedia. By Monday June 22, 2020, *** sent an email canceling the ticket and stating clearly that they won't refund money but instead a Voucher that I may never need because I won't have a need to fly ***. This was to be my only time to fly *** in the first place.
By Sunday June 21, 2020, St. Vincent and the Grenadine had it on their Local newspapers that *** was resuming flight to St. Vincent "*** Resumes Service To St Vincent And The Grenadines On July 2nd"
And by that Sunday, *** has reduced the price of that ticket on their Website from $776 to $573.00 in an apparent effort to lure more people to buy the ticket when they know they will be canceling the ticket the next day. By publishing the flight in Local Newspapers and reducing the price from $776 to $573, they were promoting the sale of a ticket they knew they were going to cancel the next day. So, I concluded that *** knew they would cancel the ticket but stepped up their sales advertisement on the ticket to attract as much people to buy the ticket as they can get. It is now obvious that *** is colluding with online ticket agents like Expedia.com to rip people off.
I was stranded in the Island, stranded with no flight to leave the Island and other options to get a ticket is now 3 time more expensive and I have no money and they are refusing to give me back my money because they are a big company and untouchable.
After the ticket was canceled, I called *** and they said they would not refund the ticket but to force me to accept a Voucher that I may never need. And they were referring me to expedia.com because according to them, my money is still with Expedia.com but when I call expedia.com, they tell me that the cancellation was done by *** and that the no refund policy is the fault of *** and that they don't have my money. So, who has my money? That is why I am filing a complaint against the company that collected my money from my account. *** and Expedia.com were dribbling me, with each other passing the buck to the other.
BELOW IS THE COPY AND PASTE OF THE EMAIL FROM ***
"We regret to inform you that *** from Toronto, *** Intl (***) to Houston, George Bush Intercont (IAH) on July 03, 2020 has been cancelled due to the impacts of COVID-19, government travel advisories and/or health and safety concerns.
Due to this cancellation, you may have the option of transferring the remaining value of your booking to an *** Travel Voucher, which has no expiry date, is fully transferable and can be used multiple times. You can also convert the remaining value on your booking, minus any taxes, into Aeroplan Miles, and get an additional 65% bonus miles, or you may be eligible for a refund.
If you purchased a refundable fare, you have the additional option of returning the remaining refundable value, minus any applicable fees, back to your original form of payment.
Next steps
If you booked with a travel agent or any online travel agency (for example, Expedia or ***), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
For Aeroplan bookings, visit https://www.aeroplan.com/contactus for contact options.
If you booked directly with *** (including aircanada.com, the *** Mobile App, and our Contact Centres) or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting https://***
Thank you for choosing to fly with us. We look forward to welcoming you on board again soon.
Booking Reference: *** I
***
Please do not reply to this email - we apologize, but because it's an automated email, it does not accept replies. We've sent you this email about an *** product or service that you've requested - this is not a promotional email.
Your privacy is very important to us. To see how we're protecting your personal information, please take a look at our Privacy Policy. ***
***
Si le présent courriel n'est pas dans la langue de votre choix (français ou anglais), appelez les Réservations d'*** au et nous serons heureux de mettre à jour votre réservation et de vous envoyer une nouvelle copie de l'itinéraire"
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint number ***) regarding a flight reservation. Our records show that on June 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel is with ***, traveling from Argyle, St. Vincent and the Grenadines to Houston, TX departing on July 2, 2020, for total $572.59. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change and the selection of a lower fare. On June 22, 2020, Mr. contacted Expedia to discuss ***’s schedule change notification that was sent to him by email. Therefore, we provided Mr. with ***’s specific schedule change rules in relation to (COVID-19). Regrettably, *** does not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. The airline has not offered a refund as their flight due to the type of fare/rate selected. August 4, 2020, we contacted *** to advocate for a refund of $572.59, on behalf of Mr.. However, ***’s higher fare of $776, was a refundable fare as advertised on June 8, 2020. Furthermore, *** stated that only refundable fares qualify for refund. In addition, *** offered the $572.59 as a future travel credit available for use until June 8, 2022. *** is the merchant of record (the entity that charged Mr. credit card) for the itinerary. From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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 has no control over when, or how often, airline-initiated schedule changes occur. We cannot provide a refund unless approved by the airline and we must adhere to the airline’s policies.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. In regards to the price of a ticket selected for any destination and date aboard a specific carrier it’s not predetermined by Expedia. Additionally, *** stated the flight remained cancelled and did not operate. Consumers are given options to select the best rate available through multiple channels either directly on a airlines website or through a third-party the selection is voluntary. We kindly recommend that Mr. visit ***’s website to review the airlines flexibility policy for his confirmation. To best assist Mr. with his future travel credit following ***’s rules, he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because:
I am surprise the argument Expedia is now putting up to justify not refunding my money. Two points I want to debunk
1. The notion that somehow, the ticket was rescheduled. The ticket was not rescheduled, it was CANCELED and Expedia is aware it was canceled and NOT RESCHEDULE. This is a fraudulent argument. The email from *** clearly stated in the Headline as follows "*** flight *** has been cancelled - Booking Reference ***" So, how come Expedia is now spinning it that it was rescheduled, somehow giving the impression that I was the one who did not want to accept an alternative date?
2. The second fraudulent argument was the notion that there were two prices for the same ticket and that somehow, the cheaper one ($572.59) was non-refundable and the higher one ($776) was refundable. For clarity to Revdex.com, Expedia had the ticket for $572.59 on their websites and *** had the same ticket for $776. Expedia never had that ticket on economy class for $776 and somehow indicate that any one who buys this ticket for $776 will be eligible for refund while the $572.59 will not be refundable. This is just a bogus argument that I cannot accept. Expedia advertised the ticket for $572.59 and *** had it for $776 and a predictable economic behavior is to buy the cheaper one if everything about the tickets is the same. Expedia NEVER ADVERTISED the ticket of $776, only ***. 3. Let Revdex.com understand that the argument pushed by *** and Expedia on the day of the cancellation was simply the fact that "It is *** Policy" not to refund money even though they were the one that canceled the ticket. This is the statement from *** "We regret to inform you that *** from St Vincent, Argyle International (SVD) to Toronto, *** Intl (***) on July 02, 2020 has been cancelled due to the impacts of COVID-19, government travel advisories and/or health and safety concerns. Due to this cancellation, you may have the option of transferring the remaining value of your booking to an *** Travel Voucher, which has no expiry date, is fully transferable and can be used multiple times. You can also convert the remaining value on your booking, minus any taxes, into Aeroplan Miles, and get an additional 65% bonus miles, or you may be eligible for a refund"
Sir, Let them drop these fraudulent arguments and return my money to my account because they cannot justify buying a ticket for $572.59 and they turn around and cancel the ticket and they are telling me they won't refund my money and only now manufacturing new explanations.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** ( Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered. We reviewed Mr. statement to further address his concerns, *** did not reschedule the flight. We recognize that *** cancelled their flight due to the airline schedule change, however, since Expedia is not the merchant of record (the entity that charged Mr. credit card) on this itinerary. We contacted *** to obtain their exception to their non-refundable restriction.*** would need to agree and supply Expedia with a waiver code to permit the third-party process in submitting a refund against a non-refundable ticket. In regards to refundable verses non-refundable, Expedia does offer under the search option (refundable flights only). If this is not selected then the most inexpensive flights will populate first. While selecting the best flight available on our website we give customers the option to review and or change their selections. This option is available based on this notice: (Important Flight Information, Tickets are non-refundable and non-transferable). In addition, *** has full access to their own seats and they can price there tickets independently. Sometimes the price is cheaper when there's not much demand. However, prices are subject to change due to availability from website to website. Airlines will set their own prices at a higher level depending upon the available cabin/class structure.In speaking with ***, we were advised that only refundable fares qualify for a refund, due to these unprecedented times. We mentioned the rate of ($776) and we were advised that on June 8, 2020, the higher rate was a refundable fare. Expedia has no control over what *** chooses to set as their refundable tickets. The non-refundable rate was advised to Mr., before he voluntarily choose to book this flight reservation. The inventory we offer on our site is subject to change at a moments notice which is the main reason we provide the booking conditions upfront.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 *** 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 an airline credit is not what Mr. is seeking but know that these are extraordinary circumstances that our travel partners are working through, but at Expedia Group must follow the airlines policy.’
We kindly recommend that Mr. visit ***’s website to review the airlines flexibility policy for his confirmation. To best assist Mr. with his future travel credit following ***’s rules, he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
We booked a family trip to Myrtle Beach and due to uncertainties with COVID, I needed to cancel the trip. I booked it on July 1, knowing I had 24 hours to cancel the trip. On the morning of July 2, I went through the Expedia app and followed the instructions to cancel my itinerary. After properly entering the cancellation information - twice! - I got the same note that said "we're working on it". I have still not received confirmation that the flight was cancelled and it's showing up both on my Expedia account, and I'm getting an email from *** Airlines (flight we booked) saying the trip is still on. We cancelled with *** after learning they are booking middle seats, and we are going to see elderly relatives so want to be as safe as possible.
Upon calling customer service at Expedia, they said they cannot issue a refund as I didn't "complete the session" in time. I have a screenshot of the note I got saying "We're working on it" - there were no additional steps. Any reasonable person would assume they are working on it and would complete the cancellation, which they didn't. I am now forced to accept a credit on a future flight with *** Airlines, which I don't want as they book middle seats.
Expedia.com Response
• Aug 05, 2020
August 4, 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 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 ***) regarding a flight reservation. Our records show July 2, 2020, Mr. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines departing on, from San Francisco, CA to North Myrtle Beach, SC departing July 11, 2020 and returning on July 18, 2020, for a total of $1728.80. We understand from Mr. is seeking a refund from Expedia due to an incomplete cancellation attempt on our website.We can confirm on July 4, 2020, Mr. contacted Expedia to state that he cancelled his flight reservation. However, the flight wasn’t cancelled through our websites self-service tool, therefore, we asked Mr. to provide a copy of the message he received when he selected the cancel option on his itinerary. In reviewing the messages, “ We are working on it”, we used a tool to verify within the limited (24 hour void window), Mr. did not receive a confirmation. Any process in which a customer purchases, changes or cancels an itinerary our system generates a confirmation. The email address entered in by Mr. is the following, ***, our records show the initial itinerary was sent and reviewed by the customer. Therefore, the address is valid and our system generated the first confirmation successfully. We advised Mr. that the reservation in no longer within the void window, which fully engages the non-refundable *** Airline rules. Furthermore, Mr. agreed to *** Airlines travel credit and with his acknowledgement Expedia cancelled his itinerary. *** Airlines rules/flexibility policy: Tickets are nonrefundable, nontransferable and name changes are not allowed. The *** Airlines flex policy is not permitting a refund but rather a single penalty fee waiver before, December 31, 2021. This is based upon their strict rules. In order to use the *** Airlines Future Travel Credit of, $1728.80, Mr. may contact the following number, (877) 227-7481, for further assistance. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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. Additionally, *** Airlines is the merchant of record (the entity that charged the customer’s credit card) on this itinerary. Due to the information provided above Expedia is unable to honor Mr. 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 AdamsCorporate Correspondence Team
My aunt booked a flight to Hong Kong for June 30th, 2020 through Expedia.com. This flight consisted of three flights: 1. Flight from Houston to Dallas; 2: Flight from Dallas to Tokyo/Narita; 3. Flight to Tokyo/Narita to Hong Kong.
When attempting to check in for the flight 24 hours before on the morning of June 29th, 2020, we found out for the first time that the flight was canceled. In a scramble to find out what happened and why we were only finding out about this the day before the flight, we called *** airlines (the carrier) and Expedia.
The *** airlines representative was courteous and notified us that it was the flight from Dallas to Tokyo/Narita that had been canceled on April 9th, 2020, almost 3 months before the scheduled flight date, and that the flight and ticket were sold through *** and Expedia.
Next, we called Expedia's customer service. Their representative claimed that by booking through Expedia, we book directly with the airline. Upon analyzing our bank statements, we found this claim to only be partially true. While the flight from Dallas to Tokyo was purchased directly from ***, the rest of our bookings were charged from Expedia, with charges of over 500 dollars that certainly aren't just convenience or service fees.
Furthermore, I believe this Expedia representative lied or tried to intentionally mislead us by tel*** us that Expedia doesn't notify us (the customer) of cancellations, but it is the airline that does it. This is disproven by the fact that on March 10th, 2020, Expedia sent an email to us notifying us of *** airlines pushing the flight back by 17 minutes. If Expedia would notify us of a 17 minute delay, would it not make sense for them to tell us about a flight cancellation? Also, this representative hung up on me.
Later, a different Expedia representative helped us schedule a new flight with the same flight plan for July 3rd, 2020. We thought our problems were solved as we wouldn't have to pay a fare difference. However, after trying to check in at the airport on the day of the flight, we were told that Expedia failed to exchange the old tickets for new tickets, and we were stuck at the airport trying to get through to Expedia customer service in time to check in for the flight and board. Needless to say, I was on hold for an hour and my aunt was unable to make it on her flight. After speaking on the phone for another 4 hours to another Expedia representative, Cindy ***, we were informed that they wouldn't be able to offer us a new ticket because the connecting airlines no longer have an agreement. Apparently this has been the case for a while, and I'm assuming that's why our original flight was canceled back in April. Instead of being told this earlier, we were led to believe that we could still get a flight. This led to us wasting valuable time, as well as dangerously exposing ourselves to large amounts of people at the airport.
In total, I have spent roughly 10 hours on the phone with Expedia, speaking to 5 different representatives in 3 calls, all to have my problem not solved and brushed aside with a simple "offer" of a full refund. This refund of $672.95 is barely half the cost of currently purchasing a ticket to Hong Kong. After being disrespected, misled, and strung along for 5 days now, as well asmissing more than half a day at work to not even receive any compensation for this major inconvenience, I am seeking reparations from Expedia.
Expedia.com Response
• Aug 07, 2020
August 7,
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 compensation request. We understand
from Mr. complaint that he spent a lot of hours on the phone
trying to resolve a flight booking issue and had to purchase a new ticket at a
higher price. Our records indicate that on December 13,2019, Mr. *** or an
authorized user of the account purchased a roundtrip fare online via Expedia.com,
departing on January 14, 2020, from Hong Kong, travel*** to Houston, TX, with
stops at Tokyo, Japan and Dallas Fort Worth, TX via ***, returning
on March 30, 2020 from Houston, TX, travel*** to Hong Kong with a layover in Dallas
Fort Worth, TX via *** Airlines. The ticket was issued for traveler
***. Total cost of the flight booking was $659.89.
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 December 26, 2019, Mr. *** or an authorized user of the account modified the flight booking online
via Expedia.com self-service tool. The traveler’s new flight departure date was
on December 28, 2019 leaving Hong Kong, travel*** to Houston, TX with stops at
Tokyo, Japan and Seattle, WA via ***. The new flight return date was
February 12, 2020 from Houston, TX, travel*** to Hong Kong with stops at Dallas
Fort Worth, TX and Tokyo, Japan via *** Airlines. Traveler *** was
scheduled to arrive in Hong Kong on February 13, 2020. The customer was charged
$210.00 for the flight exchange/ modification.
And on February 4, 2020, the customer called Expedia customer service
department requesting to cancel the flight booking due to Covid-19. At the time
of call, the customer was advised that there were no policies in place from the
airlines directly affecting customer’s flights. The assisting Expedia agent
advised customer that flight ticket is non-refundable after departure and
normal policies apply. Traveler *** was scheduled to arrive in Hong Kong
on July 1, 2020. There was no additional charge for the change.
Additionally, on February 8, 2020, an Expedia agent assisted the
customer with another flight change per customer’s request. The ticket was
reissued for new return flight date June 30, 2020 from Houston, TX, travelling
to Hong Kong with stops at Dallas Fort Worth, TX and Tokyo, Japan via American
Airlines.
We confirmed that on March 10, 2020, *** Airlines initiated a minor
schedule change; changes were only for 17-20 minutes and only have a very minimal
effect on customer’s travel. However, on April 9, 2020, the customer cancelled
the flight booking online via Expedia.com self-service tool.
On March 28, 2020, customer called Expedia customer service department to
request another flight change. The then assisting agent documented that there
were no flights found for the customer’s preferred travel dates and advised customer
that current flights are operational.
After further review we can confirm that on June
29, 2020, Mr. called in to request another flight exchange due
to another airline initiated schedule change. However, based on the customer’s
flight record, there were no schedule changes nor flight cancellations. Expedia
agent still assisted the customer with the change; however, ticket was not
reissued due to Japan travel restrictions.
And on July 3, 2020, traveler was not able to take the flight due to not having a
valid ticket. The ticket was never reissued due to an interline issue between
*** and *** Airlines. The Expedia agent was not able to get a hold
of anybody from the validating carrier, *** (the airline who owns
the ticket), as their agency support center was not taking calls at that time. The
assisting Expedia agent then offered and processed a refund of $672.95 to
resolve the issue; which the customer accepted.
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. *** and *** Airlines were the operating carriers and merchants
of record (the entities that received the funds and the companies that charged
the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies. The only
Expedia charge on the customer’s booking was for the $3.94 Expedia booking fee.
The customer agreed to the charges ($659.89) at the time of booking has already
been refunded/compensated for $672.95. If customer’s new ticket cost is $1,097.15
and customer was refunded $672.95, the customer only had to pay $424.20 for their
ticket, which is even lower than their original flight ticket cost.Based on the
above, Expedia is unable to honor Mr. request
for additional compensation. 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 booked a trip with Expedia for 3/27 to Miami for 2. As trip was getting closer, it was becoming obvious due to Covid and Pandemic the trip may not be possible. I called hotel and airlines directly and was advised could cancel with no fees. Middle of March, the country was pretty much shut down. Illinois was already on a stay at home order. Miami was not allowing any visitors, and the airlines were not flying. I called Expedia for hours and hours, left message for a return call and tried to cancel on line several times but site and all lines were down. I called my credit card company and disputed the charge, still trying to reach Expedia. I could not get a response or return call from them, but they found time to respond to the credit card company that I was a no show. Of course I was a no show our country was shut down. I have suffered because of Covid,
I cannot afford to pay for a trip I could not take. This was not fault of mine, and nothing I could do prevent what happened to our country. I feel Expedia is taking advantage of the small guy and profiting from a Worldwide Pandemic and the lost of lives.
I finally did now talk to them. They say I was a No Show at the hotel. The country/State would not allow me to travel. Expedia
site is saying they will refund hotels and trips due to Covid. Financially, I cannot pay for a trip I could not take.
Expedia.com Response
• Aug 07, 2020
August 7,
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 compensation request. We understand
from Mr. complaint that he could not get
a refund for his unused package booking. Our records indicate that on March 29, 2020, Mr. or an authorized user of the account booked a
package online via Expedia.com, to Miami,
FL for travel 27-31 March 2020. The package reservation included a roundtrip
flight departing on March 27, 2020 from Chicago,
IL to Miami, FL via *** Airlines, and returning March 31, 2020. The package booking also included a 4-night
stay at ***
Hotel for check in on March 27, 2020, checking out March 31, 2020. Total cost
of the package was $1,506.96.
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 11, 2020, Mr. called in to check his change or cancellation
options due to Covid-19. The Expedia agent documented that the hotel
reservation was still refundable at the time of call, while the flight tickets
refundability depends on the airline’s policy. After further review we can confirm that on July
14, 2020, an Expedia agent was able to get authorization from both *** Airlines
and the hotel for a refund. The customer was then advised of the refund and the
refund timings via email. On the same day, a total refund of $1,506.96 was
processed on customer’s account.
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, Mr. has been fully refunded for his package reservation. There’s no additional
refund needed from Expedia’s end. 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
We booked our rental car for $440.14 through Expedia. We got to the *** counter and they said we needed to pay an extra $528.51 for a car that met the Colorado State Traction Law (car needs to have either snow tires or 4WD/AWD), or else risk being pulled over by Colorado State Police for driving a car that did not meet minimum requirements. I called Expedia and explained the situation. They said over the phone and via email that we would be reimbursed the $528.51. They confirmed this via email while I was still at the *** counter at the airport. After many hours of phone calls and “investigations” over the past 4 months, they denied my refund today 7/3/2020, stating I was misinformed by customer service. I would like to be reimbursed in the full amount of $528.51. Thank you.
Expedia.com Response
• Aug 06, 2020
August 6,
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 Jennifer *** (Revdex.com case number ***) regarding a car rental reservation refund. We understand
from Ms. complaint that she was previously promised a refund
for the difference in cost on her car rental reservation. Our records indicate that on February 21, 2020, Ms. or an authorized user of the account booked a “Pay
Later” Car Rental from *** for dates February 23 to February 29,
2020, for pick up and drop off at *** Denver Colorado. The customer
reserved a Standard SUV, *** or similar and was quoted the amount of $440.14 for the rental.
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.Special
equipment such as child seats and GPS, can be purchased upon pick-up (if
available).Geographical
restrictions may apply, even for rental contracts that feature unlimited
mileage. Some car rental companies do not allow you to take their vehicles
across certain domestic or international borders, or may apply an additional
charge to do so.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on February 23, 2020, Ms. called in and
complained about the $70 per day vehicle upgrade charge from the car rental company
as original car reserved did not have snow tires. The assisting Expedia agent
then was unable to verify the charges with the vendor but asked the customer to
send in a screenshot of the car rental receipt. The agent documented that the
original quoted amount will be honored.
After further review we can confirm that on March
1, 2020, Ms. attached a copy of the final bill from
the car rental company via email. The email was in response to the original email
sent to Ms. on February 23, 2020.In addition, on July 3, 2020, the customer called in to follow up on a
refund of $528.51, which was the difference in cost on the car rental. On the
same day, Expedia agent documented that customer is not eligible for
a refund as customer was made aware of and agreed to the “geographical restrictions” at the time of booking.
The car rental company also confirmed the charges on the same day.
On August 6, 2020, *** representative confirmed that the customer
was initially charged the total amount of $968.65. However, on August 6, 2020,
the rental company has processed a $528.49 refund to the customer. Fox Rental
Cars representative further confirmed that the customer should be receiving the
refund in 3-5 business days.
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. *** was the merchant of record
(the entities that received the funds and the companies that charged the credit
card) on this itinerary. 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 was able to confirm that *** has agreed and
processed a total refund of $528.49 to the customer; no further refund is necessary. 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 R ***Corporate
Correspondence Team
On March 3,2020 I booked a hotel stay through Expedia.com for Treasure Island (St. Pete), Florida. Approximately 2-3 weeks later, travel restrictions were put in place and a shelter in place order was issued due to Covid-19. Expedia gave me the option to cancel my hotel, which I did, and they issued me a travel voucher good for one year at the same hotel. On June 28, 2020 I booked my hotel stay - at the same hotel - for a week's stay. Less than 24 hours later I realized I had booked the wrong dates, so I went to "my trip" on Expedia.com and clicked on the link to change my reservation. It took me to a page which read "Change of plans? No problem. We're here to make things as easy as possible. Most of the times you can make changes online. If not, you will be directed back to this article, meaning you have to CANCEL (in bold) first, then rebook". This is what I did, per the directives, but then the voucher was not put back onto my account, so I proceeded to call, email, chat (via Facebook messenger) with customer service, all to no avail. I was continuously told I could not use the voucher on a previous booking and that the voucher was void due to use. As I had no reservation, and I followed the directive from Expedia.com about changing the reservation, I continued to email and chat to find out why they would not honor my voucher. (I did not call any longer as it was very difficult to get a live person online when calling and was on hold an enormous length of time). Every time the answer was there is nothing we can do or it cannot be used on a previous booking. I contacted the hotel via the 1800 number and the person I spoke with agreed that there was no reason I should not be given my voucher as I had paid for a room reservation and had not used that reservation and was stated I had a year to do so - which would be July 2021. I have continued to email Expedia and I have contacted numerous other agencies for guidance on how to handle this situation. I originally only wanted use of the voucher I was issued, but after the continuous battle and frustration faced, I would prefer a refund to my credit card.
Customer Response
• Jul 06, 2020
Hello, as requested I am writing to let you know that complaint #*** has been resolved by the agency
They have booked the trip for the corrected dates and it has been confirmed with the hotel.
Thank you for your support and help with this matter.
My flight itinerary#*** on 6/25/2020 could not be used due to COVID. I have been getting a run around since 6/12/2020 to get my refund. I also have two case #*** & ***. I’ve talked to supervisor Rachel said she initiated the refund but I never got a email conformation When I called back I talked to supervisor Amelia who said Rachael didn’t do what she said she would do. We are talking about $1,829.80. Please help!
Expedia.com Response
• Aug 08, 2020
August 8,
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 request. We understand
from Ms. complaint that her flight booking refund has not
been processed.Our records indicate that on January 22, 2020, Ms. or an
authorized user of the account purchased two roundtrip fares online via Expedia.com,
departing on June 25, 2020, from Orlando,
FL,
travelling to George Town,
Bahamas, with stop at Fort
Lauderdale, FL via *** Airways, returning
on July 2, 2020. Total cost of the flight booking was $1,829.80.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 June 4, 2020, customer called Expedia customer service department
requesting a refund for the flight tickets. At the time of call, the customer
was advised that booking is only eligible for a future travel credit with the
airline. Expedia agent documented that no changes were made on the booking as customer
disconnected the call.
However, on June 6, 2020, ***
Airways initiated a schedule change.
Additionally, on June 14, 2020, Expedia corporate agent advised Ms. when
she called that her flight tickets are still non-refundable. *** Airways did not have any policies
in place affecting customer’s travel dates at the time of call.
We confirmed that on June 20, 2020, a refund follow up call was received
from the customer. Then assisting agent reached out the airlines and was
provided a waiver code to get refund processed.
After further review we can confirm that on August
7, 2020, *** Airways agent
validated that Ms.
flight tickets can be refunded as flights were cancelled due to an airline
initiated schedule change. The flight record was sent for refund and on the
same day and tickets’ status were changed to “refunded”.
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. ***
Airways 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 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, Expedia has initiated the refund for Ms.
flight tickets. 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 R ***Corporate
Correspondence Team
Expedia.com Response
• Aug 08, 2020
August 8,
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 request. We understand
from Ms. complaint that her flight booking refund has not
been processed.Our records indicate that on January 22, 2020, Ms. or an
authorized user of the account purchased two roundtrip fares online via Expedia.com,
departing on June 25, 2020, from Orlando,
FL,
travelling to George Town,
Bahamas, with stop at Fort
Lauderdale, FL via *** Airways, returning
on July 2, 2020. Total cost of the flight booking was $1,829.80.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 June 4, 2020, customer called Expedia customer service department
requesting a refund for the flight tickets. At the time of call, the customer
was advised that booking is only eligible for a future travel credit with the
airline. Expedia agent documented that no changes were made on the booking as customer
disconnected the call.
However, on June 6, 2020, *** Airways initiated a schedule change.
Additionally, on June 14, 2020, Expedia corporate agent advised Ms. when
she called that her flight tickets are still non-refundable. *** Airways did not have any policies
in place affecting customer’s travel dates at the time of call.
We confirmed that on June 20, 2020, a refund follow up call was received
from the customer. Then assisting agent reached out the airlines and was
provided a waiver code to get refund processed.
After further review we can confirm that on August
7, 2020, *** Airways agent
validated that Ms. flight tickets can be refunded as flights were cancelled due to an airline
initiated schedule change. The flight record was sent for refund and on the
same day and tickets’ status were changed to “refunded”.
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. *** Airways 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 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, Expedia has initiated the refund for Ms. flight tickets. 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 R ***Corporate
Correspondence Team
Customer Response
• Aug 08, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Customer Response
• Aug 08, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I recently purchased 3 tickets for myself and 2 kids. When purchased it said free 24 hour cancellation with full refund. Within 12 hours I found a flight a day earlier and decided to book that and cancel the other flight. I figured it had only been 12 hours, so I will get my refund. I was wrong! Expedia has you fill out a form and hit submit, then they take 2-5 days to process it. Then at that time they say they can't refund you because it is past the 24 hours. From reading many others post this is something they are doing to many many customers and it's wrong. They are stealing from people and not returning money as they state they will. I will never book with Expedia again, and what they are doing to customers is wrong.
I have been trying to cancel my flight from Las Vegas to San Francisco and this has taken over 3 months and I was told I had to contact the airline directly which I did and I spent a hour on the phone which cost 86 euros so I therefore asked Expedia.nl for the refund and also extra costs of 100 Euros but I am not getting any answer on the extra costs and have sent them 10 emails now asking for a response. case number is ***- Case ID : [REQ:***]
Expedia.com Response
• Aug 19, 2020
RE: Expedia Group Case ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.nl
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.nl is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.
Expedia.nl is responding to the consumer complaint from Mr
*** (Revdex.com case number ***) regarding some additional expenses
incurred related to communication with Customer
Service concerning a flight reservation. We understand Mr *** is seeking compensation
for these expenses.
Our records show that on 22 July 2020, a refund for the out of
pocket expenses customer incurred was initiated in the amount of 75.00 EUR. We advised customer to allow up to 30 days to process. However, it
appears the refund did not fully process. Alternatively, we have re-submitted the refund to the customer via
bank transfer. Please allow up to 14 days to process.
Again, we thank you for allowing us the opportunity to
address this issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I purchased a vacation waiver when booking our trip through Expedia for April 5-7 2020. I purchased the trip prior to Covid, probably in Nov 2019. Our trip was cancelled due to Covid for flight, hotel & car. I received a refund from hotel and American Airlines gave us a credit, even though I believe we should have gotten a refund. I've written to Expedia to ask for a refund of my vacation waiver as it wasn't used to cancel the trip but have never received a response.
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 Ms. *** (Revdex.com case number ***) would like a refund of the Vacation Waiver.
Our records indicate on July 20, 2019, Ms. or an authorized added the Vacation Waiver via *** for itinerary ***.
After further review on August 7, 2020, there are no notes or documentation on the account in
regard to cancelling the Vacation Waiver. The Vacation Waiver can be refunded if cancelled within 15 days of being
added to the reservation. It is not
refundable after 15 days transpires.
Based on the above we are not able to honor your
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
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because: I did not use the vacation insurance waiver for my trip. My trip was cancelled because of the Corona virus pandemic not because I utilized the waiver. I feel Expedia should refund me and any others out there that did not use the vacation waiver.
I booked a reservation for a hotel for two weeks in Puerto Rico. My email addresses & my debit card account show that it was made. Both my checking on the reservation & Expedia via Twitter as of yesterday, show no such reservation. A Twitter agent immediately responded. I tried to chat with Expedia online & was told to wait 3 minutes. 3 minutes past, & no agent. All bad news ism stuff, which one's dependent on whose observing (observationism)?
Customer Response
• Jul 06, 2020
Yous may close this case for now Expedia.com & I have reached a resolution which is fair & impartial on one end but domineering on the other end. Thank you for your willingness to mediate.
I was not allowed a full refund due to unforeseen global health emergency issues. When I made my reservation in December 2019, there was no way to expect the event I was attending would be canceled. I contacted the hotel and Expedia.com customer service and each one said I needed to contact the other for my refund. I asked Expedia.com customer service supervisor to speak with her boss and was told she is the highest level associate I could speak with. I was then told corporate does not have a phone number. I was denied my full refund, or any refund, even though no services were exchanged.
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 December 9, 2019 via Expedia mobile site for arrival on July 14 and departure on July 19, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service team contacted the hotel on two separate occasions asking for a refund. The hotel manager declined the request both times. 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, The Expedia Team
I had a flight and hotel booked Belfast to Paris and I’m
American. Americans can’t enter France or UK and flight and hotel were cancelled. Hotel gave a voucher but all dates are booked with voucher which is impossible. It is a scam to take money and I didn’t cancel the trip. The flight is cancelled and hotel closed. I want my money back because the hotel does not have summer dates for next year with is impossible. Expedia will not help at
All and I booked before the pandemic.
August 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package for three nights with the Hotel ***,
Autograph Collection, in Paris France, including roundtrip flights with ***
*** for travel from Belfast, Northern Ireland, UK, to Paris, France, shuttle ground
transportation and a *** bus tour.The
customer canceled the package. They received a refund of the ground
transportation and the bus tour. The hotel
was nonrefundable with no changes allowed. As a courtesy, and per agreement of
Expedia and the hotel, the customer was able to retain the value of the hotel booking
to use towards a change of date with the hotel. The value of the hotel
reservation was placed into a coupon that has to be used by a certain time. The hotel
currently is offering the ability to book with them 10 months out. If the
customer needs to book dates that are for more than 10 months out they will
need to wait and book the dates when they are within 10 months, and during the
validity of the coupon.The
international standard as set by the International Air Transport Association
and other international agencies for rebooking flights, is that the country of
origin cannot be changed. Expedia and the majority of airline carriers observe
this standard, and Expedia will not be able to offer a change to the country of
origin for flights purchased.The
tickets with *** require the customer to contact *** directly to change
or cancel, with or without refund. The customer may inquire if they are
offering the ability to refund to a credit voucher or some other resource directly
with the carrier.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In 2019 my wife and booked an *** cruise through Expedia. We paid 400 down on my Expedia credit card and the balance on my debit card. When Covid hit our trip was cancelled, this happened on April 2nd. We asked for a full refund on the same day. We were told at the time that the refund would take up to 60 days (I have all the emails). When asked again on June 24 we were told that on June 9, 2020 *** Cruise Line processed your refund for my 400 deposit and June 12, 2020 *** Cruise Line sent to their accounting department for your refund to be processed. Well its now over 90 days and no money has been refunded to my credit card or debit card and now I am being told it could be another 90 days and that Expedia does not issue the refund. I paid Expedia and expect them to honor the return.
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia. 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 complaint from Mr. *** (Revdex.com
case number ***) regarding a cruise booking.Our records indicate the customer’s reservation was cancelled by
*** Cruise Lines on April 2, 2020. We can confirm Mr. contacted
Expedia several times since then to follow up on the status of his refund. We reached
out to *** and confirmed a refund was being processed for $400.00 to card
ending in *** and $3273.04 to card ending in ***. The *** agent sent an
email reminder to their accounting department on June 12, 2020. On August 3, 2020
we contacted *** again to advocate on the customer’ behalf and the cruise
line agent advised us the refund is still pending but could not provide a
specific date on when the funds will be released.Please note Expedia serves as a third-party intermediary and does
not own nor operate *** Cruise Lines. *** are the merchant of record
(the entity who charged the customer) on this itinerary. Regrettably, Expedia
is unable to expedite the refund process as we do not hold the customer’s
funds. We thank you for allowing us to address this matter. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I paid Expedia not the cruise line therefore expedia should act as my agent in getting my refund to me. They sure had no problem accepting my money but now that there is a problem they point their finger in the other direction. That is some of the poorest customer service I have ever experienced. Do they want to keep me as a customer? I have an Expedia credit card and have used them exclusively in the past. I am getting ready to cancel my card and never use them again.
Sincerely
This is in regards to Itinerary # *** booked via Expedia.com. While the hotel room booked was a non-refundable room rate, I was contacted by the hotel on April 1, 2020 at 6:40pm via Expedia.com. I was informed by *** hotel that the hotel would be closed during my stay for renovations and that I should contact Expedia for a full refund. The person that contacted me from *** was ***.
After contacting Expedia and providing the message from the *** hotel, a coupon was issued in the amount of $981 to be used by July 4, 2021. I received an email message from Expedia on May 28, 2020 at 3:57pm informing me that my reservation was cancelled by the property because the property will be closed during my stay.
As mentioned numerous times to Expedia, I was never given an opportunity to obtain a refund of the purchase price. I attempted to provide Expedia with the information and was even transferred to Expedia corporate, but the phone box is full.
I do not want a coupon and would like the purchase price refunded. Given the current pandemic, coupled with the fact that the hotel contacted me and informed me to obtain a refund through Expedia, I would like a refund of the purchase price of the hotel.
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including hotel, flight and coverage for travel
from June 5, 2020 through June 8, 2020. On May 28,
2020 the customer received a coupon for the hotel with voluntary cancelation.
Our records show the hotel coupon was converted to a refund of $980.72 on July
8, 2020 at their request.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I booked a trip to Las Vegas thru expedia.com for March 14 thru the 21 2020. My Itinerary Number was ***.
I was staying at the *** hotel and Casino and on March 17 I received a text from the hotel stating that it was shutting down due to covid. I immediately left the hotel on March 17. I requested reimbursement for my unused days (March 17 thru March 21) from expedia and expedia said a third party they deal with is refusing to refund my money. I booked thru and paid expedia, not a third party. Expedia is being very unprofessional and it is a terrible company in not refunding me the money for the unused hotel days that I could not use thru no fault of my own. Expedia is a terrible company using third parties they have no control over. I believe I would have paid FAR less in airfare, car rental and hotel booking directly AND NOT USING EXPEDIA.
August 21,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that he was forced to check out early
from the hotel and wants a refund for his unused nights. Our records
indicate that on January 6, 2020, Mr. or an authorized user of the account booked a
package to Las Vegas, NV for travel 14-21
March 2020. The package reservation included a reservation included a combined
one-way flight departing March 14, 2020 from Cleveland, OH to Las
Vegas, NV , connecting in Chicago,
IL via *** Airlines, and returning
March 21, 2020 via *** Airlines. The package booking also included a 7-night
stay at The *** Hotel, Casino & *** for check in on March 14, 2020, checking out March
21, 2020, and a car rental from ***. A Collision Damage Plan and Travel Protection Vacation Waiver were also purchased. Total cost of the package was
$2,038.61.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.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 valueUpon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 7, 2020, customer called in and requested a refund for the unused
car rental days. The car rental company was then contacted and confirmed that
customer was only charged for the days the rental was used. On the same day,
Expedia agent processed a $245.47 refund for the unused car rental days and an
$80.00 refund for the Collision
Damage Plan upon confirmation that vendor did not honor the insurance purchased
from Expedia. An email was also received from Mr.
*** requesting a refund for the unused hotel nights. Another Expedia agent
reached out to the property/hotel via email to request a refund on the
customer’s behalf. And on May 26, 2020, the vendor/property
replied via email with a denial for the refund request. Mr. was notified of the denial via another email. Mr. then replied to the email on the same day claiming it was the property who
asked him to leave via a text message. Mr. further explained that all
guests were asked to vacate the hotel no later than Thursday that week as the
hotel was closing all operations. The customer further claimed on email that
since he booked through Expedia, Expedia
should reimburse him for his unused nights since the hotel refused.In addition, on August 13, 2020, the vendor was contacted regarding the
customer’s issue. The vendor advised to send an email to their post travel team
for assistance. On the same day, a refund request email was sent. The following
day, August 14, 2020, a refund denial email was received from the vendor. The
email also referenced to the previous denial email received on May 26, 2020. On
the same day, another email was sent to vendor requesting to reconsider Mr. case.
However, only an acknowledgement email has been received from the vendor to
date.After further review and consideration we can
confirm that on August 21, 2020, a refund of $535.10 was processed on customer’s account.
The refund amount was determined based on $133.77 per night, the nightly rate of the hotel reservation. Mr.
*** confirmed that he left the property on March 17, 2020, which means he used
three nights of his 7-night reservation. The refund is for the four unused
nights. 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 Mr. understand that we must adhere to the rules and
regulations of the air carrier and the hotel, including their cancellation and
refund policies.Based on the
above, Expedia refunded Mr. the amount of
$535.10 for his unused hotel nights. The refund will be credited to the original form
of payment used and may take up to 10 business days to be completed, depending
on the financial institution. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I am appalled and angry that Expedia would not resolve my refund for my unused hotel days without me contacting the Revdex.com.
Thank You Revdex.com for getting my refund from Expedia.
Expedia can sure take your money but when something goes wrong, they do not support you to rectify the problem.
It is Expedias choice to use 3rd parties to book hotels. And it is Expedias problem when their 3rd party partners refuse to refund legitimate requests.
In the future I will be booking my hotel and airfare directly with the hotels and airlines. The hotel was more than willing to refund my unused days. Expedia and their third parties are the problem.
Booking directly with the hotel and airline will probably be cheaper and definitely a more positive experience than Expedia.
Thank You once again Revdex.com for rectifying this horrible experience with expedia
Sincerely
Purchased a travel package that was cancelled due to COVID 19. Also purchased travel insurance that was supposed to provide a full refund. Expedia refused to deal with me, pawned me off on the insurance company which referred me back to Expedia. Expedia tells me today that *** took ownership of the claim. Now instead of the guaranteed refund, the airline provided travel credit I cant even use.
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased an itinerary that included roundtrip flights with ***
Airlines traveling from Boston, MA to Fort Lauderdale, FL, and flight
cancelation coverage with ***. The
flight was nonrefundable with no changes allowed. *** was allowing customers
who purchased this type of fare to retain the credit for some time to use
towards a new fare, when flights are canceled prior to travel. This was due to
the global pandemic.Expedia
has no control over the terms and conditions of the flight cancelation coverage
and cannot make changes to it. The terms and conditions are provided for review,
and accepted at the time of booking by the customer, from the coverage supplier.
The customer has a 10 day look period to review the same terms after purchase, and
any cancelations of the coverage have to be made by that time. The flight could
have been voided until 11:59 PM PDT on the following day of purchase. Expedia
does not provide compensation for travel or other expenses, or for nonuse.The
coverage provided compensation for the flight up to the value of the ticket
under certain unforeseen circumstances with restrictions and limitations. Any
claims for reimbursement were to be filed with, and approved by ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased an itinerary that included roundtrip flights with *** Airlines traveling from Boston, MA to Fort Lauderdale, FL, and flight
cancelation coverage with Travel Guard. The
flight was nonrefundable with no changes allowed. *** was allowing customers
who purchased this type of fare to retain the credit for some time to use
towards a new fare, when flights are canceled prior to travel. This was due to
the global pandemic.Expedia
has no control over the terms and conditions of the flight cancelation coverage
and cannot make changes to it. The terms and conditions are provided for review,
and accepted at the time of booking by the customer, from the coverage supplier.
The customer has a 10 day look period to review the same terms after purchase, and
any cancelations of the coverage have to be made by that time. The flight could
have been voided until 11:59 PM PDT on the following day of purchase. Expedia
does not provide compensation for travel or other expenses, or for nonuse.The
coverage provided compensation for the flight up to the value of the ticket
under certain unforeseen circumstances with restrictions and limitations. Any
claims for reimbursement were to be filed with, and approved by Travel Guard.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I was scheduled to fly out in April and due to the Covid19 they cancelled my flight, without letting me know. I have since contacted them who said the airline has provided me a credit, which means my insurance company will not pay me. BUT, Expedia has not managed to give me this credit because the airline is not responding to the credit claim. After countless calls and 4 months later I eventually asked them what am I supposed to do now? - I have paid for a ticket, I am a gold member, airline won't reply to credit, therefore insurance won't pay and I can't get anything after 4 months their response was "nothing anyone can do." I'll be sure never to use them again.
I will never use expedia again and would recommend no one else should either. They are thieves. I booked a motel through them which I had to cancel due to covid. The motel was never paid by expedia nor did they charge a cancellation fee and though expedia claims they don't charge for cancellations I was not refunded my money.You can not get to talk to a person on their phone number as it is just a push button robot.I have emailed their "helpdesk" many times and have had no response.They deserve minus star ratings!
If there were negative stars that’s what I would leave. I have been trying since March if this year to get my money back on a trip that I was unable to take to Venice due to the closing of Italy. Expedia gives me the run around and instead of just giving me my money back they tell me the airline and hotels policies won’t allow a refund but when I call the airline and girl they tell me to contact Expedia that they will refund my money. Why am I having to do all of the work?! I will never use them again and do not recommend them.
I am a medical student in St. Vincent and the Grenadines. I bought *** Ticket from Expedia on Monday June 8, 2020 against the next available flight which was July 2, 2020. Before I bought the ticket, I called *** to confirm that the ticket was real because part of the problem is that these fraudulent online ticket agents took advantage of the chaotic situation created by this COVID-19 to put ticket that does not exist online at a very cheap price and after people buy it, they cancel it. And they collect "fees" of about 10% from people to process their refund. *** confirmed the ticket exists over the phone on Monday June 8, 2020 and they had the same flight on their website at that time selling for $776.00 and Expedia was selling the same ticket for $573 and I bought it from Expedia. By Monday June 22, 2020, *** sent an email canceling the ticket and stating clearly that they won't refund money but instead a Voucher that I may never need because I won't have a need to fly ***. This was to be my only time to fly *** in the first place.
By Sunday June 21, 2020, St. Vincent and the Grenadine had it on their Local newspapers that *** was resuming flight to St. Vincent "*** Resumes Service To St Vincent And The Grenadines On July 2nd"
And by that Sunday, *** has reduced the price of that ticket on their Website from $776 to $573.00 in an apparent effort to lure more people to buy the ticket when they know they will be canceling the ticket the next day. By publishing the flight in Local Newspapers and reducing the price from $776 to $573, they were promoting the sale of a ticket they knew they were going to cancel the next day. So, I concluded that *** knew they would cancel the ticket but stepped up their sales advertisement on the ticket to attract as much people to buy the ticket as they can get. It is now obvious that *** is colluding with online ticket agents like Expedia.com to rip people off.
I was stranded in the Island, stranded with no flight to leave the Island and other options to get a ticket is now 3 time more expensive and I have no money and they are refusing to give me back my money because they are a big company and untouchable.
After the ticket was canceled, I called *** and they said they would not refund the ticket but to force me to accept a Voucher that I may never need. And they were referring me to expedia.com because according to them, my money is still with Expedia.com but when I call expedia.com, they tell me that the cancellation was done by *** and that the no refund policy is the fault of *** and that they don't have my money. So, who has my money? That is why I am filing a complaint against the company that collected my money from my account. *** and Expedia.com were dribbling me, with each other passing the buck to the other.
BELOW IS THE COPY AND PASTE OF THE EMAIL FROM ***
"We regret to inform you that *** from Toronto, *** Intl (***) to Houston, George Bush Intercont (IAH) on July 03, 2020 has been cancelled due to the impacts of COVID-19, government travel advisories and/or health and safety concerns.
Due to this cancellation, you may have the option of transferring the remaining value of your booking to an *** Travel Voucher, which has no expiry date, is fully transferable and can be used multiple times. You can also convert the remaining value on your booking, minus any taxes, into Aeroplan Miles, and get an additional 65% bonus miles, or you may be eligible for a refund.
If you purchased a refundable fare, you have the additional option of returning the remaining refundable value, minus any applicable fees, back to your original form of payment.
Next steps
If you booked with a travel agent or any online travel agency (for example, Expedia or ***), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
For Aeroplan bookings, visit https://www.aeroplan.com/contactus for contact options.
If you booked directly with *** (including aircanada.com, the *** Mobile App, and our Contact Centres) or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting https://***
Thank you for choosing to fly with us. We look forward to welcoming you on board again soon.
Booking Reference: *** I
***
Please do not reply to this email - we apologize, but because it's an automated email, it does not accept replies. We've sent you this email about an *** product or service that you've requested - this is not a promotional email.
Your privacy is very important to us. To see how we're protecting your personal information, please take a look at our Privacy Policy. ***
***
Si le présent courriel n'est pas dans la langue de votre choix (français ou anglais), appelez les Réservations d'*** au et nous serons heureux de mettre à jour votre réservation et de vous envoyer une nouvelle copie de l'itinéraire"
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint number ***) regarding a flight reservation. Our records show that on June 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel is with ***, traveling from Argyle, St. Vincent and the Grenadines to Houston, TX departing on July 2, 2020, for total $572.59. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change and the selection of a lower fare. On June 22, 2020, Mr. contacted Expedia to discuss ***’s schedule change notification that was sent to him by email. Therefore, we provided Mr. with ***’s specific schedule change rules in relation to (COVID-19). Regrettably, *** does not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. The airline has not offered a refund as their flight due to the type of fare/rate selected. August 4, 2020, we contacted *** to advocate for a refund of $572.59, on behalf of Mr.. However, ***’s higher fare of $776, was a refundable fare as advertised on June 8, 2020. Furthermore, *** stated that only refundable fares qualify for refund. In addition, *** offered the $572.59 as a future travel credit available for use until June 8, 2022. *** is the merchant of record (the entity that charged Mr. credit card) for the itinerary. From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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 has no control over when, or how often, airline-initiated schedule changes occur. We cannot provide a refund unless approved by the airline and we must adhere to the airline’s policies.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. In regards to the price of a ticket selected for any destination and date aboard a specific carrier it’s not predetermined by Expedia. Additionally, *** stated the flight remained cancelled and did not operate. Consumers are given options to select the best rate available through multiple channels either directly on a airlines website or through a third-party the selection is voluntary. We kindly recommend that Mr. visit ***’s website to review the airlines flexibility policy for his confirmation. To best assist Mr. with his future travel credit following ***’s rules, he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I am surprise the argument Expedia is now putting up to justify not refunding my money. Two points I want to debunk
1. The notion that somehow, the ticket was rescheduled. The ticket was not rescheduled, it was CANCELED and Expedia is aware it was canceled and NOT RESCHEDULE. This is a fraudulent argument. The email from *** clearly stated in the Headline as follows "*** flight *** has been cancelled - Booking Reference ***" So, how come Expedia is now spinning it that it was rescheduled, somehow giving the impression that I was the one who did not want to accept an alternative date?
2. The second fraudulent argument was the notion that there were two prices for the same ticket and that somehow, the cheaper one ($572.59) was non-refundable and the higher one ($776) was refundable. For clarity to Revdex.com, Expedia had the ticket for $572.59 on their websites and *** had the same ticket for $776. Expedia never had that ticket on economy class for $776 and somehow indicate that any one who buys this ticket for $776 will be eligible for refund while the $572.59 will not be refundable. This is just a bogus argument that I cannot accept. Expedia advertised the ticket for $572.59 and *** had it for $776 and a predictable economic behavior is to buy the cheaper one if everything about the tickets is the same. Expedia NEVER ADVERTISED the ticket of $776, only ***. 3. Let Revdex.com understand that the argument pushed by *** and Expedia on the day of the cancellation was simply the fact that "It is *** Policy" not to refund money even though they were the one that canceled the ticket. This is the statement from *** "We regret to inform you that *** from St Vincent, Argyle International (SVD) to Toronto, *** Intl (***) on July 02, 2020 has been cancelled due to the impacts of COVID-19, government travel advisories and/or health and safety concerns. Due to this cancellation, you may have the option of transferring the remaining value of your booking to an *** Travel Voucher, which has no expiry date, is fully transferable and can be used multiple times. You can also convert the remaining value on your booking, minus any taxes, into Aeroplan Miles, and get an additional 65% bonus miles, or you may be eligible for a refund"
Sir, Let them drop these fraudulent arguments and return my money to my account because they cannot justify buying a ticket for $572.59 and they turn around and cancel the ticket and they are telling me they won't refund my money and only now manufacturing new explanations.
Sincerely
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** ( Revdex.com case number ***). We regret to hear Mr. did not accept our response and/ or resolution offered. We reviewed Mr. statement to further address his concerns, *** did not reschedule the flight. We recognize that *** cancelled their flight due to the airline schedule change, however, since Expedia is not the merchant of record (the entity that charged Mr. credit card) on this itinerary. We contacted *** to obtain their exception to their non-refundable restriction.*** would need to agree and supply Expedia with a waiver code to permit the third-party process in submitting a refund against a non-refundable ticket. In regards to refundable verses non-refundable, Expedia does offer under the search option (refundable flights only). If this is not selected then the most inexpensive flights will populate first. While selecting the best flight available on our website we give customers the option to review and or change their selections. This option is available based on this notice: (Important Flight Information, Tickets are non-refundable and non-transferable). In addition, *** has full access to their own seats and they can price there tickets independently. Sometimes the price is cheaper when there's not much demand. However, prices are subject to change due to availability from website to website. Airlines will set their own prices at a higher level depending upon the available cabin/class structure.In speaking with ***, we were advised that only refundable fares qualify for a refund, due to these unprecedented times. We mentioned the rate of ($776) and we were advised that on June 8, 2020, the higher rate was a refundable fare. Expedia has no control over what *** chooses to set as their refundable tickets. The non-refundable rate was advised to Mr., before he voluntarily choose to book this flight reservation. The inventory we offer on our site is subject to change at a moments notice which is the main reason we provide the booking conditions upfront.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 *** 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 an airline credit is not what Mr. is seeking but know that these are extraordinary circumstances that our travel partners are working through, but at Expedia Group must follow the airlines policy.’
We kindly recommend that Mr. visit ***’s website to review the airlines flexibility policy for his confirmation. To best assist Mr. with his future travel credit following ***’s rules, he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
We booked a family trip to Myrtle Beach and due to uncertainties with COVID, I needed to cancel the trip. I booked it on July 1, knowing I had 24 hours to cancel the trip. On the morning of July 2, I went through the Expedia app and followed the instructions to cancel my itinerary. After properly entering the cancellation information - twice! - I got the same note that said "we're working on it". I have still not received confirmation that the flight was cancelled and it's showing up both on my Expedia account, and I'm getting an email from *** Airlines (flight we booked) saying the trip is still on. We cancelled with *** after learning they are booking middle seats, and we are going to see elderly relatives so want to be as safe as possible.
Upon calling customer service at Expedia, they said they cannot issue a refund as I didn't "complete the session" in time. I have a screenshot of the note I got saying "We're working on it" - there were no additional steps. Any reasonable person would assume they are working on it and would complete the cancellation, which they didn't. I am now forced to accept a credit on a future flight with *** Airlines, which I don't want as they book middle seats.
August 4, 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 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 ***) regarding a flight reservation. Our records show July 2, 2020, Mr. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines departing on, from San Francisco, CA to North Myrtle Beach, SC departing July 11, 2020 and returning on July 18, 2020, for a total of $1728.80. We understand from Mr. is seeking a refund from Expedia due to an incomplete cancellation attempt on our website.We can confirm on July 4, 2020, Mr. contacted Expedia to state that he cancelled his flight reservation. However, the flight wasn’t cancelled through our websites self-service tool, therefore, we asked Mr. to provide a copy of the message he received when he selected the cancel option on his itinerary. In reviewing the messages, “ We are working on it”, we used a tool to verify within the limited (24 hour void window), Mr. did not receive a confirmation. Any process in which a customer purchases, changes or cancels an itinerary our system generates a confirmation. The email address entered in by Mr. is the following, ***, our records show the initial itinerary was sent and reviewed by the customer. Therefore, the address is valid and our system generated the first confirmation successfully. We advised Mr. that the reservation in no longer within the void window, which fully engages the non-refundable *** Airline rules. Furthermore, Mr. agreed to *** Airlines travel credit and with his acknowledgement Expedia cancelled his itinerary. *** Airlines rules/flexibility policy: Tickets are nonrefundable, nontransferable and name changes are not allowed. The *** Airlines flex policy is not permitting a refund but rather a single penalty fee waiver before, December 31, 2021. This is based upon their strict rules. In order to use the *** Airlines Future Travel Credit of, $1728.80, Mr. may contact the following number, (877) 227-7481, for further assistance. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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. Additionally, *** Airlines is the merchant of record (the entity that charged the customer’s credit card) on this itinerary. Due to the information provided above Expedia is unable to honor Mr. 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 AdamsCorporate Correspondence Team
My aunt booked a flight to Hong Kong for June 30th, 2020 through Expedia.com. This flight consisted of three flights: 1. Flight from Houston to Dallas; 2: Flight from Dallas to Tokyo/Narita; 3. Flight to Tokyo/Narita to Hong Kong.
When attempting to check in for the flight 24 hours before on the morning of June 29th, 2020, we found out for the first time that the flight was canceled. In a scramble to find out what happened and why we were only finding out about this the day before the flight, we called *** airlines (the carrier) and Expedia.
The *** airlines representative was courteous and notified us that it was the flight from Dallas to Tokyo/Narita that had been canceled on April 9th, 2020, almost 3 months before the scheduled flight date, and that the flight and ticket were sold through *** and Expedia.
Next, we called Expedia's customer service. Their representative claimed that by booking through Expedia, we book directly with the airline. Upon analyzing our bank statements, we found this claim to only be partially true. While the flight from Dallas to Tokyo was purchased directly from ***, the rest of our bookings were charged from Expedia, with charges of over 500 dollars that certainly aren't just convenience or service fees.
Furthermore, I believe this Expedia representative lied or tried to intentionally mislead us by tel*** us that Expedia doesn't notify us (the customer) of cancellations, but it is the airline that does it. This is disproven by the fact that on March 10th, 2020, Expedia sent an email to us notifying us of *** airlines pushing the flight back by 17 minutes. If Expedia would notify us of a 17 minute delay, would it not make sense for them to tell us about a flight cancellation? Also, this representative hung up on me.
Later, a different Expedia representative helped us schedule a new flight with the same flight plan for July 3rd, 2020. We thought our problems were solved as we wouldn't have to pay a fare difference. However, after trying to check in at the airport on the day of the flight, we were told that Expedia failed to exchange the old tickets for new tickets, and we were stuck at the airport trying to get through to Expedia customer service in time to check in for the flight and board. Needless to say, I was on hold for an hour and my aunt was unable to make it on her flight. After speaking on the phone for another 4 hours to another Expedia representative, Cindy ***, we were informed that they wouldn't be able to offer us a new ticket because the connecting airlines no longer have an agreement. Apparently this has been the case for a while, and I'm assuming that's why our original flight was canceled back in April. Instead of being told this earlier, we were led to believe that we could still get a flight. This led to us wasting valuable time, as well as dangerously exposing ourselves to large amounts of people at the airport.
In total, I have spent roughly 10 hours on the phone with Expedia, speaking to 5 different representatives in 3 calls, all to have my problem not solved and brushed aside with a simple "offer" of a full refund. This refund of $672.95 is barely half the cost of currently purchasing a ticket to Hong Kong. After being disrespected, misled, and strung along for 5 days now, as well asmissing more than half a day at work to not even receive any compensation for this major inconvenience, I am seeking reparations from Expedia.
August 7,
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 compensation request. We understand
from Mr. complaint that he spent a lot of hours on the phone
trying to resolve a flight booking issue and had to purchase a new ticket at a
higher price. Our records indicate that on December 13,2019, Mr. *** or an
authorized user of the account purchased a roundtrip fare online via Expedia.com,
departing on January 14, 2020, from Hong Kong, travel*** to Houston, TX, with
stops at Tokyo, Japan and Dallas Fort Worth, TX via ***, returning
on March 30, 2020 from Houston, TX, travel*** to Hong Kong with a layover in Dallas
Fort Worth, TX via *** Airlines. The ticket was issued for traveler
***. Total cost of the flight booking was $659.89.
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 December 26, 2019, Mr. *** or an authorized user of the account modified the flight booking online
via Expedia.com self-service tool. The traveler’s new flight departure date was
on December 28, 2019 leaving Hong Kong, travel*** to Houston, TX with stops at
Tokyo, Japan and Seattle, WA via ***. The new flight return date was
February 12, 2020 from Houston, TX, travel*** to Hong Kong with stops at Dallas
Fort Worth, TX and Tokyo, Japan via *** Airlines. Traveler *** was
scheduled to arrive in Hong Kong on February 13, 2020. The customer was charged
$210.00 for the flight exchange/ modification.
And on February 4, 2020, the customer called Expedia customer service
department requesting to cancel the flight booking due to Covid-19. At the time
of call, the customer was advised that there were no policies in place from the
airlines directly affecting customer’s flights. The assisting Expedia agent
advised customer that flight ticket is non-refundable after departure and
normal policies apply. Traveler *** was scheduled to arrive in Hong Kong
on July 1, 2020. There was no additional charge for the change.
Additionally, on February 8, 2020, an Expedia agent assisted the
customer with another flight change per customer’s request. The ticket was
reissued for new return flight date June 30, 2020 from Houston, TX, travelling
to Hong Kong with stops at Dallas Fort Worth, TX and Tokyo, Japan via American
Airlines.
We confirmed that on March 10, 2020, *** Airlines initiated a minor
schedule change; changes were only for 17-20 minutes and only have a very minimal
effect on customer’s travel. However, on April 9, 2020, the customer cancelled
the flight booking online via Expedia.com self-service tool.
On March 28, 2020, customer called Expedia customer service department to
request another flight change. The then assisting agent documented that there
were no flights found for the customer’s preferred travel dates and advised customer
that current flights are operational.
After further review we can confirm that on June
29, 2020, Mr. called in to request another flight exchange due
to another airline initiated schedule change. However, based on the customer’s
flight record, there were no schedule changes nor flight cancellations. Expedia
agent still assisted the customer with the change; however, ticket was not
reissued due to Japan travel restrictions.
And on July 3, 2020, traveler was not able to take the flight due to not having a
valid ticket. The ticket was never reissued due to an interline issue between
*** and *** Airlines. The Expedia agent was not able to get a hold
of anybody from the validating carrier, *** (the airline who owns
the ticket), as their agency support center was not taking calls at that time. The
assisting Expedia agent then offered and processed a refund of $672.95 to
resolve the issue; which the customer accepted.
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. *** and *** Airlines were the operating carriers and merchants
of record (the entities that received the funds and the companies that charged
the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies. The only
Expedia charge on the customer’s booking was for the $3.94 Expedia booking fee.
The customer agreed to the charges ($659.89) at the time of booking has already
been refunded/compensated for $672.95. If customer’s new ticket cost is $1,097.15
and customer was refunded $672.95, the customer only had to pay $424.20 for their
ticket, which is even lower than their original flight ticket cost.Based on the
above, Expedia is unable to honor Mr. request
for additional compensation. 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 booked a trip with Expedia for 3/27 to Miami for 2. As trip was getting closer, it was becoming obvious due to Covid and Pandemic the trip may not be possible. I called hotel and airlines directly and was advised could cancel with no fees. Middle of March, the country was pretty much shut down. Illinois was already on a stay at home order. Miami was not allowing any visitors, and the airlines were not flying. I called Expedia for hours and hours, left message for a return call and tried to cancel on line several times but site and all lines were down. I called my credit card company and disputed the charge, still trying to reach Expedia. I could not get a response or return call from them, but they found time to respond to the credit card company that I was a no show. Of course I was a no show our country was shut down. I have suffered because of Covid,
I cannot afford to pay for a trip I could not take. This was not fault of mine, and nothing I could do prevent what happened to our country. I feel Expedia is taking advantage of the small guy and profiting from a Worldwide Pandemic and the lost of lives.
I finally did now talk to them. They say I was a No Show at the hotel. The country/State would not allow me to travel. Expedia
site is saying they will refund hotels and trips due to Covid. Financially, I cannot pay for a trip I could not take.
August 7,
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 compensation request. We understand
from Mr. complaint that he could not get
a refund for his unused package booking. Our records indicate that on March 29, 2020, Mr. or an authorized user of the account booked a
package online via Expedia.com, to Miami,
FL for travel 27-31 March 2020. The package reservation included a roundtrip
flight departing on March 27, 2020 from Chicago,
IL to Miami, FL via *** Airlines, and returning March 31, 2020. The package booking also included a 4-night
stay at ***
Hotel for check in on March 27, 2020, checking out March 31, 2020. Total cost
of the package was $1,506.96.
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 11, 2020, Mr. called in to check his change or cancellation
options due to Covid-19. The Expedia agent documented that the hotel
reservation was still refundable at the time of call, while the flight tickets
refundability depends on the airline’s policy. After further review we can confirm that on July
14, 2020, an Expedia agent was able to get authorization from both *** Airlines
and the hotel for a refund. The customer was then advised of the refund and the
refund timings via email. On the same day, a total refund of $1,506.96 was
processed on customer’s account.
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, Mr. has been fully refunded for his package reservation. There’s no additional
refund needed from Expedia’s end. 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
We booked our rental car for $440.14 through Expedia. We got to the *** counter and they said we needed to pay an extra $528.51 for a car that met the Colorado State Traction Law (car needs to have either snow tires or 4WD/AWD), or else risk being pulled over by Colorado State Police for driving a car that did not meet minimum requirements. I called Expedia and explained the situation. They said over the phone and via email that we would be reimbursed the $528.51. They confirmed this via email while I was still at the *** counter at the airport. After many hours of phone calls and “investigations” over the past 4 months, they denied my refund today 7/3/2020, stating I was misinformed by customer service. I would like to be reimbursed in the full amount of $528.51. Thank you.
August 6,
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 Jennifer *** (Revdex.com case number ***) regarding a car rental reservation refund. We understand
from Ms. complaint that she was previously promised a refund
for the difference in cost on her car rental reservation. Our records indicate that on February 21, 2020, Ms. or an authorized user of the account booked a “Pay
Later” Car Rental from *** for dates February 23 to February 29,
2020, for pick up and drop off at *** Denver Colorado. The customer
reserved a Standard SUV, *** or similar and was quoted the amount of $440.14 for the rental.
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.Special
equipment such as child seats and GPS, can be purchased upon pick-up (if
available).Geographical
restrictions may apply, even for rental contracts that feature unlimited
mileage. Some car rental companies do not allow you to take their vehicles
across certain domestic or international borders, or may apply an additional
charge to do so.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on February 23, 2020, Ms. called in and
complained about the $70 per day vehicle upgrade charge from the car rental company
as original car reserved did not have snow tires. The assisting Expedia agent
then was unable to verify the charges with the vendor but asked the customer to
send in a screenshot of the car rental receipt. The agent documented that the
original quoted amount will be honored.
After further review we can confirm that on March
1, 2020, Ms. attached a copy of the final bill from
the car rental company via email. The email was in response to the original email
sent to Ms. on February 23, 2020.In addition, on July 3, 2020, the customer called in to follow up on a
refund of $528.51, which was the difference in cost on the car rental. On the
same day, Expedia agent documented that customer is not eligible for
a refund as customer was made aware of and agreed to the “geographical restrictions” at the time of booking.
The car rental company also confirmed the charges on the same day.
On August 6, 2020, *** representative confirmed that the customer
was initially charged the total amount of $968.65. However, on August 6, 2020,
the rental company has processed a $528.49 refund to the customer. Fox Rental
Cars representative further confirmed that the customer should be receiving the
refund in 3-5 business days.
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. *** was the merchant of record
(the entities that received the funds and the companies that charged the credit
card) on this itinerary. 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 was able to confirm that *** has agreed and
processed a total refund of $528.49 to the customer; no further refund is necessary. 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 R ***Corporate
Correspondence Team
On March 3,2020 I booked a hotel stay through Expedia.com for Treasure Island (St. Pete), Florida. Approximately 2-3 weeks later, travel restrictions were put in place and a shelter in place order was issued due to Covid-19. Expedia gave me the option to cancel my hotel, which I did, and they issued me a travel voucher good for one year at the same hotel. On June 28, 2020 I booked my hotel stay - at the same hotel - for a week's stay. Less than 24 hours later I realized I had booked the wrong dates, so I went to "my trip" on Expedia.com and clicked on the link to change my reservation. It took me to a page which read "Change of plans? No problem. We're here to make things as easy as possible. Most of the times you can make changes online. If not, you will be directed back to this article, meaning you have to CANCEL (in bold) first, then rebook". This is what I did, per the directives, but then the voucher was not put back onto my account, so I proceeded to call, email, chat (via Facebook messenger) with customer service, all to no avail. I was continuously told I could not use the voucher on a previous booking and that the voucher was void due to use. As I had no reservation, and I followed the directive from Expedia.com about changing the reservation, I continued to email and chat to find out why they would not honor my voucher. (I did not call any longer as it was very difficult to get a live person online when calling and was on hold an enormous length of time). Every time the answer was there is nothing we can do or it cannot be used on a previous booking. I contacted the hotel via the 1800 number and the person I spoke with agreed that there was no reason I should not be given my voucher as I had paid for a room reservation and had not used that reservation and was stated I had a year to do so - which would be July 2021. I have continued to email Expedia and I have contacted numerous other agencies for guidance on how to handle this situation. I originally only wanted use of the voucher I was issued, but after the continuous battle and frustration faced, I would prefer a refund to my credit card.
Hello, as requested I am writing to let you know that complaint #*** has been resolved by the agency
They have booked the trip for the corrected dates and it has been confirmed with the hotel.
Thank you for your support and help with this matter.
My flight itinerary#*** on 6/25/2020 could not be used due to COVID. I have been getting a run around since 6/12/2020 to get my refund. I also have two case #*** & ***. I’ve talked to supervisor Rachel said she initiated the refund but I never got a email conformation When I called back I talked to supervisor Amelia who said Rachael didn’t do what she said she would do. We are talking about $1,829.80. Please help!
August 8,
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 request. We understand
from Ms. complaint that her flight booking refund has not
been processed.Our records indicate that on January 22, 2020, Ms. or an
authorized user of the account purchased two roundtrip fares online via Expedia.com,
departing on June 25, 2020, from Orlando,
FL,
travelling to George Town,
Bahamas, with stop at Fort
Lauderdale, FL via *** Airways, returning
on July 2, 2020. Total cost of the flight booking was $1,829.80.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 June 4, 2020, customer called Expedia customer service department
requesting a refund for the flight tickets. At the time of call, the customer
was advised that booking is only eligible for a future travel credit with the
airline. Expedia agent documented that no changes were made on the booking as customer
disconnected the call.
However, on June 6, 2020, ***
Airways initiated a schedule change.
Additionally, on June 14, 2020, Expedia corporate agent advised Ms. when
she called that her flight tickets are still non-refundable. *** Airways did not have any policies
in place affecting customer’s travel dates at the time of call.
We confirmed that on June 20, 2020, a refund follow up call was received
from the customer. Then assisting agent reached out the airlines and was
provided a waiver code to get refund processed.
After further review we can confirm that on August
7, 2020, *** Airways agent
validated that Ms.
flight tickets can be refunded as flights were cancelled due to an airline
initiated schedule change. The flight record was sent for refund and on the
same day and tickets’ status were changed to “refunded”.
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. ***
Airways 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 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, Expedia has initiated the refund for Ms.
flight tickets. 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 R ***Corporate
Correspondence Team
August 8,
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 request. We understand
from Ms. complaint that her flight booking refund has not
been processed.Our records indicate that on January 22, 2020, Ms. or an
authorized user of the account purchased two roundtrip fares online via Expedia.com,
departing on June 25, 2020, from Orlando,
FL,
travelling to George Town,
Bahamas, with stop at Fort
Lauderdale, FL via *** Airways, returning
on July 2, 2020. Total cost of the flight booking was $1,829.80.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 June 4, 2020, customer called Expedia customer service department
requesting a refund for the flight tickets. At the time of call, the customer
was advised that booking is only eligible for a future travel credit with the
airline. Expedia agent documented that no changes were made on the booking as customer
disconnected the call.
However, on June 6, 2020, *** Airways initiated a schedule change.
Additionally, on June 14, 2020, Expedia corporate agent advised Ms. when
she called that her flight tickets are still non-refundable. *** Airways did not have any policies
in place affecting customer’s travel dates at the time of call.
We confirmed that on June 20, 2020, a refund follow up call was received
from the customer. Then assisting agent reached out the airlines and was
provided a waiver code to get refund processed.
After further review we can confirm that on August
7, 2020, *** Airways agent
validated that Ms. flight tickets can be refunded as flights were cancelled due to an airline
initiated schedule change. The flight record was sent for refund and on the
same day and tickets’ status were changed to “refunded”.
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. *** Airways 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 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, Expedia has initiated the refund for Ms. flight tickets. 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 R ***Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I recently purchased 3 tickets for myself and 2 kids. When purchased it said free 24 hour cancellation with full refund. Within 12 hours I found a flight a day earlier and decided to book that and cancel the other flight. I figured it had only been 12 hours, so I will get my refund. I was wrong! Expedia has you fill out a form and hit submit, then they take 2-5 days to process it. Then at that time they say they can't refund you because it is past the 24 hours. From reading many others post this is something they are doing to many many customers and it's wrong. They are stealing from people and not returning money as they state they will. I will never book with Expedia again, and what they are doing to customers is wrong.
I have been trying to cancel my flight from Las Vegas to San Francisco and this has taken over 3 months and I was told I had to contact the airline directly which I did and I spent a hour on the phone which cost 86 euros so I therefore asked Expedia.nl for the refund and also extra costs of 100 Euros but I am not getting any answer on the extra costs and have sent them 10 emails now asking for a response. case number is ***- Case ID : [REQ:***]
RE: Expedia Group Case ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.nl
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.nl is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.
Expedia.nl is responding to the consumer complaint from Mr
*** (Revdex.com case number ***) regarding some additional expenses
incurred related to communication with Customer
Service concerning a flight reservation. We understand Mr *** is seeking compensation
for these expenses.
Our records show that on 22 July 2020, a refund for the out of
pocket expenses customer incurred was initiated in the amount of 75.00 EUR. We advised customer to allow up to 30 days to process. However, it
appears the refund did not fully process. Alternatively, we have re-submitted the refund to the customer via
bank transfer. Please allow up to 14 days to process.
Again, we thank you for allowing us the opportunity to
address this issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Regards,
Bre ***Tier 3 SpecialistExpedia Group
I purchased a vacation waiver when booking our trip through Expedia for April 5-7 2020. I purchased the trip prior to Covid, probably in Nov 2019. Our trip was cancelled due to Covid for flight, hotel & car. I received a refund from hotel and American Airlines gave us a credit, even though I believe we should have gotten a refund. I've written to Expedia to ask for a refund of my vacation waiver as it wasn't used to cancel the trip but have never received a response.
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 Ms. *** (Revdex.com case number ***) would like a refund of the Vacation Waiver.
Our records indicate on July 20, 2019, Ms. or an authorized added the Vacation Waiver via *** for itinerary ***.
After further review on August 7, 2020, there are no notes or documentation on the account in
regard to cancelling the Vacation Waiver. The Vacation Waiver can be refunded if cancelled within 15 days of being
added to the reservation. It is not
refundable after 15 days transpires.
Based on the above we are not able to honor your
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
Complaint: ***
I am rejecting this response because: I did not use the vacation insurance waiver for my trip. My trip was cancelled because of the Corona virus pandemic not because I utilized the waiver. I feel Expedia should refund me and any others out there that did not use the vacation waiver.
Sincerely
I booked a reservation for a hotel for two weeks in Puerto Rico. My email addresses & my debit card account show that it was made. Both my checking on the reservation & Expedia via Twitter as of yesterday, show no such reservation. A Twitter agent immediately responded. I tried to chat with Expedia online & was told to wait 3 minutes. 3 minutes past, & no agent. All bad news ism stuff, which one's dependent on whose observing (observationism)?
Yous may close this case for now Expedia.com & I have reached a resolution which is fair & impartial on one end but domineering on the other end. Thank you for your willingness to mediate.
Godspeed