I have a voucher issued through Expedia for 2 tickets with *** airlines, $225 each. The voucher expires on August 14, 2020.
Tickets: #*** and #***
Itin: *** - Case ID : [REQ:***]
I cannot use it because the government restrictions don't allow my parents (the tickets are under their names) to fly to Europe.
I have been monitoring the situation since March and was hoping COVID will go away, but it is not improving.
Now Expedia told me that they cannot extend this voucher, because *** told them it's impossible. *** on the other hand told me that because I reserved the ticket using Expedia.com - they should be the ones to address the issue.
So...
- I have a $450 voucher, which I cannot use at all because it is literally illegal to fly...
- *** doesn't even operate flights from ***, as stated on their official website: https://www.***
- Expedia refuses to extend my voucher, inventing stories and blaming it on everyone. Basically, they say *** should do it, and that Expedia is not responsible for anything.
- Even if *** would operate flights, it is still impossible to board them for tourism purposes.
All they say is that the voucher will expire, and should have been used before. Well, I disagree! The voucher was issued with a validity of 1 year, and therefore I should be able to use it at any time during this 1 year. I couldn't possibly anticipate that COVID19 will happen, and therefore, I didn't have a reason to rush with any purchase using this voucher.
I spoke with a customer service supervisor at Expedia.com, it was a long and frustrating call. He told me that they:
- will not extend the voucher
- will not provide a refund
But I also cannot book anything, because that's prohibited by law to fly to Europe now.
My money is basically been stolen. I paid for a service and accepted their voucher knowing that I will be able to use it for a future flight, but now I am left with no money, an expiring voucher, and no ability whatsoever to use it.
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would like a full
refund for the reservation.
Our records indicate on March 7, 2019, Mr. or an authorized user of the Expedia account, self-booked a two round
trip flight on *** departing on October 3, 20019 from ***, Israel to Cancun, Quintana Roo, Mexico and return
on October 18, 2019, along with the Flight Protection Plan via ***.
We can confirm on July 27,
2019, the customer inquired about changing the reservation.On August 15, 2019, the
customer requested to change the destination
and date to January 31, 2020 through February 3, 2020. Our representative advised the cost would be
$180.00 per person plus any difference in fare. The customer stated that he saw a lower price for a new booking than to
change. Our representative explained
taxes for changing destination.On July 1, 2019, the customer called in to inquire on the validity of future
travel credit. He wanted to know if the future
travel credit could be extended. Our
representative verified the reservation was past dated and the airline credit
is valid until August 15, 2020. Our
representative advised that Expedia does not have a way to extend its validity. The customer insisted on extending it. Our
representative contacted *** and was advised they could not extend it. After further review on August 6, 2020, Expedia confirmed
that *** issued a voucher that extended the ticket out until August of 2020. Voucher needs to be utilized on or before
August 14, 2020. The voucher cannot be extended or refunded, hence will be a lost
value as of August 15, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because:
1. Any business that sells items or services - even if third party - is still responsible for the product provided. A person who buys bad milk in the store will return it to the store, not to the manufacturer, and that's exactly the same with Expedia. This is also what I expect from them.
2. The terms and conditions, while true, do not represent the current situation. Our 100% honest intent was to use the provided voucher, but it is impossible due to local laws and COVID restrictions. Essentially, Expedia is trying to force us to buy a product which we now cannot legally buy. It's simply impossible.
3. My request for potential refund was an absolute last resort. My preferred resolution is an extension of the voucher, which will ensure that all parties get their part of the deal: We get to fly, Expedia gets their commission, and the airline gets passengers. This is not an exaggerated request, this is simply a honest deal between business and customer. If the business cannot provide me with a flight - which they now cannot - on what grounds do they keep my money?
4. Expedia likes to refer customers to the airline, but they don't tell Revdex.com (or customers) that airlines REFUSE to talk to customers directly and request us to contact our travel agent, which is Expedia. Expedia makes it sound like they are the poor middle man, a victim, while in reality they did their best to sell a product, they charge our card, and now they try to avoid taking responsibility. All we are asking for is an extended voucher. As we cannot speak to *** directly, but Expedia can - this is their responsibility to find solutions to such simple problems like extending the validity of the voucher which cannot be used because there are no flights! This is part of the service travel agents provide, and this is what Expedia should do. Otherwise, what do they get paid for??
5. Expedia mentioned that the charges were processed by the airlines. While this is true (I checked statements) this is UNACCEPTABLE because I never authorized Expedia to pass my credit card information to third parties. I repeat - it was done without my knowledge and without my consent. If I wanted to get charged by the airline, I would simply buy from them directly. This is actually sounds sketchy at best, potentially even criminal.
Sincerely
Expedia.com Response
• Aug 09, 2020
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr.
***. We regret to hear Mr. did not accept our
response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting a refund or an
extension of the voucher. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on August
6, 2020 there have not been any changes, calls or documentation on the Expedia
account. Expedia stands behind their original
response. Regrettably, the travel
voucher needs to be utilized on or before August 14, 2020. The voucher
cannot be extended or refunded, hence will be a lost value as of August 15,
2020. The reservation was not fraudulently
charged; our terms and conditions were agreed to upon use of our website. The terms and conditions advised you could be
charge by a third party. The customer
can contact our Customer Service Department at 877-227-7481 to exchange the tickets. Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
I purchased travel insurance for a flight which was cancelled by the airline. AIG Travel insurance guaranteed payment for canceled flights, but when I filed a claim the claim was denied because the COVID-19 outbreak was not 'Unforseen'. I requested that Expedia refund my purchase, including the worthless travel insurance.
Expedia.com Response
• Aug 07, 2020
August 7, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation and insurance.
Our records indicate on March 14, 2020, Mr.
*** or an authorized user of the Expedia account, self-booked three one way flights
on *** Airlines departing on May 22, 2020 from St. Louis, MO to Addis
Ababa, *** Airlines along with the Flight Protection Plan via ***.
After
further review on August 7, 2020, Expedia confirmed the customer cancelled the
reservation on May 7, 2020 via the online electronic web form. Expedia emailed the cancellation confirmation
to the email address on file, which advised of the airline credit ($2,376.36).
Expedia also submitted the cancellation information to the customer Expedia
account. *** Airlines COVD19 policy
is offering the future flight credit for the cancelled reservation. *** Airlines is waiving the exchange fee, no refund, any increase in the cost of
the new fare is the customer responsibility. The customer needs to contact Expedia Customer Service Department at 877-227-7481
to exchange the tickets. The protection
is offered on Expedia.com but the handled by AIG. The customer would need to speak with AIG ,
AIG would make the determination in
regard to a claim filed with them. The
protection only refundable prior to the 15 day it was added to the reservation. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because:
Expedia.com did not provide me with a refund or broker a refund with 3rd parties. In addition, Expedia.com is incorrect in stating that I cancelled my ticket. The airlines cancelled my ticket.
I need your help please. I planned a trip with Expedia to Aruba for March 28th. On March 19th Aruba shut down and would not allow any outside residence in due to covid19. The hotel *** had also closed down. We contacted Expedia immediately about our trip & refund. After holding several hours we were told we had to wait until closer to our departure to cancel do to the overwhelming amount of cancels. We waited & tried again March 23rd. After several hours holding they said to wait 2 weeks. We called back 2 weeks later, held 10 hours and we got hung up on. We tried over and over to contact someone to no avail. We held for 15 hours & finally talked with someone. They said we had to wait for the hotel to reimburse them before they could reimburse us. We don't understand that as they took our money on our credit card immediately. It is now July 2nd and they still owe us the hotel and insurance we paid for. $8,313.86 is the total still owed. Please help us as we are at our wits end & this is a lot of money to us.
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. We understand Ms. would
like a refund of $8313.86.
Our records indicate on February 17, 2020, Ms.
or an authorized user of the Expedia account, self-booked four round trip
flights on *** Airlines departing on March 28, 2020 from Atlanta, GA to Oranjestad,
Aruba and returning on April 4, 2020, with a seven night two room stay at *** Aruba All Inclusive, Vacation Waiver and
round trip airport shuttle transfers via ***.
We can confirm from June 1, 2020 through August 4,
2020 , Ms. was inquiring on a refund for the reservation. Expedia first advised the hotel reservation was
non-refundable, the hotel denied refunding. Expedia advised the Vacation Waiver was not valid as the hotel
reservation was past dated when the Vacation Waiver was inquired on. In review of the hotel cancellation policy
which stated, “cancellations or changes
made after 12:59am (SA Western Standard Time) on Mar 25, 2020 or no-shows are
subject to a property fee equal to the first and second nights rates plus taxes
and fees”. The refunds for the fight, hotel, and transfers were issued accordingly.
After
further review on August 7, 2020, Expedia
confirms the hotel cancellation policy stated, “cancellations or changes made
after 12:59am (SA Western Standard Time) on Mar 25, 2020 or no-shows are
subject to a property fee equal to the first and second nights rates plus taxes
and fees. Expedia has confirmed the hotel reservation
was refunded $2,678.15 (twice) for each
room. The first and second night charge in
each room was $575.01, the flight reservation was refunded $2101.00 and the shuttle service was refunded $60.00. The refunds were processed on July 30, 2020
to the original card that was charged and should appear within 30 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because:
Although Expedia is now responding with a partial refund we are still wanting the balance refunded.
I began trying to reach out to Expedia back in March PRIOR to the trip. There were many times I was on hold for 15+ hours with at least 3x being hung up on after the long wait. It was so extremely difficult to get through to Expedia that I called *** on March 23rd and explained to them that I was unable to get through to Expedia and wanted to know what steps I needed to take with them to cancel the booking due to Aruba ceasing all air travel into the country after 3/25. They advised me that I needed to go through Expedia to receive my refund and there would be no issue doing that due to the resort closure that day.
The country stopped air travel, the resort was closed and after finally reaching someone by phone at Expedia, I was given a run-around by several teams within their organization to avoid issuing the credit. I have emails from them advising they had to wait for a credit from *** before issuing a refund to me. Then they advised the hotel said they denied my claim because I did not cancel the booking 24-hours prior to the trip date when in fact I did call and was advised by *** it would not be an issue because they were closed anyway.
I did everything in my power to cancel the trip and Expedia has done everything in their power to avoid issuing the credit for the trip. I even purchased the vacation waiver and was advised by Expedia that it did not matter and I would not be reimbursed for that $680 spent to secure my trip.
Expedia should reimburse me for the total amount of the trip. I have received the full credit from *** for the airline tix in the amount of $2,101.00. The total amount due from the reservation at *** is $7713.86. They advised they are issuing a credit of $5,356.30 which leaves a balance of $2,357.56.
To be made completely whole for this trip I should receive the full refund of $8,393.86.
This has been the worst experience and have never been treated so poorly by any company. For Expedia to think that I would walk away from this amount of money is unbelievable to me as a consumer. I have been a long-time customer of Expedia also and for them to treat customers, especially long-term customers, like this is completely unacceptable. Also, I have not yet received the credit they claimed to have given me.
Sincerely
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms.’s complaint regarding a refund. We understand that Ms. is requesting a refund of the remaining
balance. Expedia reviewed the reservation and
refund and we stand behind our initial
response. The refunds have been issued
that are applicable to the reservation. Expedia
refunded the hotel reservation $2,678.15 x two
rooms = $5356.30. The flight reservation
was refunded $2101.00 and the shuttle service was refunded $60.00. The hotel penalty of $2300.04 and the
Vacation Waiver of $680.00 were not refunded. The hotel retained a
penalty for the first and second night on each room reservation ($575.01
X 4 = $2300.04).
Based on the
above we are not able to honor the refund request. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because:
The hotel was closed during the time of my scheduled trip. The retainment of funds is not justified. In addition, I called and spoke directly to the hotel on 3/23 and was advised by the hotel to contact Expedia for my refund due to their closure.
I used Expedia to book a trip to Las Vegas. The trip was to start on June 7th and end on June 11th. A few days before it was time to go my husband started experiencing Covid-19 related symptoms. I contacted Expedia through the Chat option and asked to cancel my flight and hotel booking. I was told that they would not be able to cancel the flight as I needed to contact them directly. I said ok, lets cancel the hotel then. I was told that would not be a problem. I was then told it was to late in the evening to talk to customer service and that if I cancelled right then I would lose the price of my first nights stay including fees. I was told that if I waited they ( Expedia) would contact them first thing in the morning and get back to me as to weather or not the full four nights could be refunded or not. I asked if that was a good possibility and was told they really couldn't say but usually these things work out. The next day I received an email telling me that the hotel would not refund me for any of the nights and that they would give me a coupon to be used at a later date. I emailed them back and told them that was not accebtable and I wanted a refund for at least 3 of the 4 nights. I never heard anything back. The day we were schedualed to fly out I still had not heard anything. I checked online and it showed that the booking had been confirmed. As stated above I did not confirm it. I sent an email back to them telling them the problem, stated I wanted a refund and if a refund absolutely could not be done I needed the information for the credit. They emailed me back and told me that they would email the hotel again and see what could be done. I received no response again. I again emailed them asking for a resolution and was told that I would need to call the hotel myself to fix the situation. I emailed the hotel and never heard anything back. I sent another email to expedia telling them that they needed to take care of it. I sent this email four times and never received an answer from them. Thinking that it was the hotel that was not holding up their end of the deal on the refund policy I filed a complaint with the Revdex.com. I received an answer from the hotel telling me that they did noit handle that, Expedia did! What a runaround. The *** Hotel in LasVegas was very helpful and sent Expedia a request to refund me for all four of the nights I had booked but told me I would have to deal with Expedia to get it taken care of as it was their responsibility. I am sick of trying to deal with Expedia and do not want to deal with them in any way, I just want the refund of $212 that was charged to my American Express credit card. I don't understand why they ran me around the way they did when they are the ones who would initiate the refund.
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. We understand Ms. would
like a refund of $212.79 for the hotel reservation.
Our records indicate on June 5, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked two round trip
flights on *** Airlines departing on June 7, 2020 from Portland, OR to Las
Vegas, NV and returning on June 11, 2020, with a four stay at The *** Hotel,
Casino & Skypod, BW Premier Collection via ***.
We can
confirm from June 6, 2020 through June 12, 2020, there were numerous emails
between Expedia and the customer. The
customer was trying to get a refund for the hotel. On numerous occasions Expedia replied
advising we are waiting on a response from the hotel. One of our representatives spoke with the
hotel on June 12, 2020 and the refund was denied. The customer was sent the email advising the
hotel denied the refund.
On July 4,
2020, Expedia issued a refund for $212.79 to the original card that was
charged.
After
further review on August 7, 2020, Expedia confirm a refund of $212.79 was
processed on July 4, 2020 for the hotel reservation. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I booked Hotel *** in Rome on November 6th 2019 for stay on July 11-14 2020 that cost me $620.99. This was done at a time were Covid-19 was not a thing and cancelling was not even in my plans. Now located in the USA where traveling to Europe for Americans is not allowed. We are banned, since we have so many cases, its turned into a pandemic and we are not allowed out or allowed into these countries.
I want a Refund for this since its not my fault that I cant take this trip at this time.
Expedia informs me that the best they can do is give me a voucher for one year because the hotel is HOPING that things are back to normal in a years time! Is a vaccine going to be available? Is hoping a way to do business now? I don't know if I will be able to travel in a year because now is when I was able to take this trip NOT next year. This is not because I changed my mind, Its because its not a normal situation and Expedia needs to take care of this in the abnormal situations that we are dealing with. I don't have $620.99 to just gift to them as I'm just a normal person not a BIG company that just takes people money and don't care about their customers.
The so called "manager" LISA instead of helping me decided to hang up on me when on the phone after the agent MEL put her on only after I said the word Manager because she said she didn't know who else I needed to assist me with this unless I asked for a manager directly! The reservation was non refundable and thus their reason for not wanting to give me MY money, but this unforeseen World Virus was not something that anyone could have predicted. A non refundable reservation should not be put in the same category as if it was normal times and be refused a refund that was not by my choice the need to cancel. This was done by the situation that we are living in NOW. I am very offended that a business like this is around just downright stealing peoples money with no justice done for us.
Expedia.com Response
• Aug 03, 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 November 7, 2020 via Expedia Website for arrival on 11 Jul 2020 and departure on 14 Jul 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $620.99. Refund processed by Expedia on July 9 with a transaction ID. Customer should check directly with their credit card and provide the transaction ID so they can refund to his account.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I booked a flight to go see a dying family member. A member from Expedia kept urging me to book the *** airline package so I obliged. The flight was cancelled. I called Expedia this morning to try and rectify the situation as *** was not accepting calls from customers. Finally after waiting on hold and having my call dropped as soon as a human picked up (this seems to be quite common with Expedia) I was able to speak to an Expedia representative that contacted *** and had them on the other line. No surprise, the call disconnected. I received a voicemail by the time I was at work to call Expedia back. My husband called them and they gave him completely different answers than they did for me. I am not on hold for the FIFTH time after having customer service reps accidentally disconnect my call. This is the last thing I want to do after a 13 hour work day. I was told on the only slightly helpful call that Expedia would rebook for me and offer $300 to each of us as a reimbursement on a different flight. Now I am unable to get to speak to anyone that can even find my itinerary on my account. Rounding to my 7th hour of hold time today and my flight is supposed to leave tomorrow. This is appalling. A family member is dying. Have some empathy- you're a major company that I have clearly been loyal to a fault with.
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 to be booked on another flight and not have to pay for it.
Our records indicate on June 26, 2020, Ms. Gailey
or an authorized user of the Expedia account, self-booked two round trip
flights on *** Airlines departing on July 19, 2020 from Newark, NJ to Las Vegas, NV, returning on July 22, 2020, via ***.
We can confirm there are no notes or documentation on
the account in regard to cancelling or changing the reservation.
After further review on August
7, 2020, Expedia confirmed the flight shows cancelled and per the airline rules and
regulations cancellations and changes were not allowed. The customer would need to book a new
reservation as the airline rule do not allow cancellation or change. The customer would be responsible for the
cost of the new fare.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I originally paid $941.40 for 3 flights. I cancelled the flights due to COVID-19 which can be done at this time due to the pandemic. An airline credit is given to be used at a later date. I received an email that Expedia is giving me one airline credit of $725.40 totaling 241.80 per person and another additional credit of $72.72 per person totaling $218.16. Which doesn’t make since because given those totals the credits add up to $943.56 which is more than I paid for the original tickets. Also when speaking to a representative they are telling me each person has an airline credit of $223 totaling $669 and another additional credit of $72.72 totaling 218.16 totaling 887.16 which still doesn’t total the original amount of 941.40 that I paid for the original airline tickets. My problem is the representative is saying that these two different airline credits can’t be used together for future travel and the credits can’t be combined so I can use the full amount of the airline credit together. For example when I go to rebook travel in the future and the airline tickets cost $300 I can use the $223 credit but have to pay the additional cost out of pocket when I have an additional credit for $72.72 but it can’t be used.
Expedia.com Response
• Aug 13, 2020
Aug 13,2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** #*** regarding her credits for future use.Our records indicate March 2,2020 Ms., or an authorized user of the Expedia account, self-booked a roundtrip flight and hotel reservation for three travelers. Travel was aboard *** Airlines, departing May 23,2020, from Cleveland, OH, United States to Miami, FL, United States returning May 26,2020 under ***.
We understand Ms. is requesting to combine her credits to be able to use the in the same the reservation.Expedia contacted *** Airlines on behalf of Ms.. *** Airlines informed Expedia that it is providing Ms. a flight credit for the full amount combined. The tickets must be completely used by December 21, 2021. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Ivette ***
Corporate Correspondence Team
Customer Response
• Aug 13, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I would also like to know what the full amount of the credit will be and if I need to contact Expedia or America Airlines when I want to use the travel credit.
Sincerely
Expedia.com Response
• Aug 18, 2020
August 18,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from ***. We are pleased to hear *** accepted our resolution offered.We have reviewed the documentation provided to further address her concerns.The credits for each person is for the amount of 313.80 USD for the total amount of 941.40 USD.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette *** Corporate Correspondence Team
Customer Response
• Aug 18, 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,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Several months ago I have purchased an airline ticket for *** Airlines through expedia.com I was scheduled to fly out on May 29, 2020 however, due to the corona virus pandemic which began in march my flight was cancelled. I have contacted both expedia.com and *** Airlines regarding the status of my ticket and the issuance of a refund and it seems that they are blaming/pointing fingers at each other and no one is giving me a concrete answer as to what is going on with my ticket purchase. The closest that I have gotten some sort of response was from expedia.com informing me that I have a credit that I can use within a year of the purchase of the ticket. This resolution does not work for me. Many things can occur in the matter of a year and what if I am unable to use that credit within this time then what? expedia.com also mentioned that even if I agreed to use the credit and if I were to find a cheaper priced ticket that they would not refund me the difference. This is not fair. Why am I not receiving a refund in the difference of the price if I were to find a cheaper ticket? On top of everything I have purchased a protection plan. The protection plan alone should warrant me a full refund for the ticket. It is not my fault that the corona virus happened and that my flight was cancelled. I did not willingly cancel my flight it was cancelled because of the circumstances in the world at the moment. I am not responsible for what happened. Therefore, I am requesting a full refund of my ticket.
Expedia.com Response
• Aug 10, 2020
Dear Revdex.com,Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Mr. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Mr. provide his itinerary number and email address used at the time of booking so that we can pull up his account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Monica ***Corporate Correspondence Team
Customer Response
• Aug 10, 2020
Complaint: ***
I am rejecting this response because:
I find it a bit confusing that you can not locate my flight information just using my name but regardless here is the information you requested:
Traveler: *** Itinerary Number: ***. Confirmation: ***. Ticket Number: ***. Hopefully with this information you should now be able to find my ticket and process my refund. In addition, I would like the refund to be sent back to me via check. Please let me know if there is anything else that you need from me.
Thank you.
Sincerely
Expedia.com Response
• Aug 20, 2020
Complaint DepartmentRE: Expedia Case # (***)
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our resolution offered.
We have reviewed the new information Mr. *** provided to further address his concerns.
We regret that we are unable to advise of the exact time the refund will be issued as the refund will come directly from ***-*** Airlines. If the refund has not been issued back to the original form of payment after the 8 weeks please reach out to the Expedia Customer service toll free number and provide them with the above case number and we will be happy to look into the matter for you.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 20, 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 scheduled a One way flight June 5 for June 23. On June 13 I changed the flight to July 2. I received confirmation via email from the airline. This was never reflected on my Expedia account. I received notification via email from Expedia on June 29 (during my trip) that the airline canceled my flight to return home on July 2. This same day I was charged a $54 fee from Expedia for changing the flight to July 2. This was called and disputed; we were told we were notified of this, we were not, this was refunded. My husband and I were on the phone with Expedia for two hours. No alternate flight (for the cancelled July 2 flight) was scheduled from Expedia on this day. No alternate flight home on July 2 was mentioned during this call either. Immediately upon seeing this, I booked another return flight home for July 2 with a different airline, not through Expedia. I incurred additional charges to do so, both for the flight and to return our rental car to a different location. On June 29, through Expedia, I requested a refund for the canceled July 2 flight on *** airlines. This was declined. No mention made during this call of a rescheduled return flight either. On July 1, I noticed the original July 2 flight appeared in my Expedia account. I contacted *** airlines who informed me Expedia had rescheduled me on the *** July 2 flight. I’ve been contacted Expedia and was told that when the flight was canceled for July 2, they rescheduled me for a July 2 flight with different times. I then contacted Expedia and was told that when the flight was canceled for July 2, they rescheduled me for a July 2 flight with different times. I was not notified of this reschedule, did not confirm details, did not authorize the reschedule. Per Expedia policy, it states If a reschedule is to be done Expedia contact the consumer in confirms before the booking. Upon notification of my canceled flight on June 29, our scheduled travel home became a time sensitive matter that required I act urgently to ensure my family and I return back home. I have requested a refund from Expedia For the flight they rescheduled without my consent or knowledge and have been denied. I am not interested in travel credits with *** as current health pandemic significantly limits future travel for an indefinite time.
Expedia.com Response
• Aug 06, 2020
August 5,
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 ***.On June
5, 2020 the customer purchased six one way tickets with *** Airlines for
travel on June 23, 2020 from Nashville, TN to Bangor, ME.On June
13, 2020 the customer exchanged the flights to travel one way on July 2, 2020
from Portland, ME to Nashville TN. There were no change fees as they were
waived due to the pandemic. However, there was an additional cost of $9.00 per
ticket for the increased cost of the new airfare selected for purchase. The
total charge on June 13, 2020 was $54.00.On July
2, 2020 all of the passengers missed the flights, or “No Showed”. The
reservations are considered used if the seats purchased and held up to the time
of flight check in, whether the seats are occupied or not. The tickets have no
value for future exchange. The
Expedia automated system automatically emails any updates or flight changes to
the account holders email address. When the flights were canceled out by the
airline after check in and no show, the flight status change received
automatically emailed out to the account email address. At the time the email
was received the tickets were already a lost value and it was too late to
voluntarily cancel the flights. The records show that the 3:00 PM flight was
canceled at 4:28 PM local time.Expedia
is unable to provide a refund or compensation of the unused flights or exchange
cost. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because:
The Expedia Representative who responded, Ms., left out key information and provided false dates regarding flight cancellations.
I have emails time stamped the following:
From: Expedia Travel Services Date: June 29, 2020 at 00:21:51 EDTTo: ***Subject: *** changed your itinerary
That show my flights on July 2 for all six (6) passengers from Portland to Chicago then Chicago To Nashville were CANCELLED by Expedia.
This email is attached. It is impossible for us to no-show for a flight that was cancelled by expedia 3 days earlier. I incurred additional charges resulting from the cancellation and needed to find alternative flight home.
Ms *** states the flight cancellation was on July 2 which is false information. Email time stamp copied in body of this email and actual email attached above show flight was cancelled in an email from Expedia 6/29.
We were charged for flights that were cancelled by Expedia. We were charged for services we did not receive and now being given false information. A refund for this amount is the expected outcome. This is an error on behalf of expedia. I cannot be expected to book anything again with Expedia after this incident and now erroneous representation by a company representative of the events that occurred.
Expedia.com Response
• Aug 20, 2020
August 20, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the consumer complaint number ***, from ***.Thank you for providing the documentation of the schedule
change stating that the flight was canceled with no accommodation. It is an
automated email. Our ticketing department had been able to correct the flights
but it did not reflect on the itinerary online. We have refunded the $1335.60
back to the customer on August 20, 2020. Please allow time for the credit card company
to complete the transaction. Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 21, 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,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I made a reservation for a flight to Santiago, Chile on July 24th, 2020 with *** airlines through expedia.com. On May 25th, I was notified by the airline that they were cancelling that flight. As this cancellation was out of my control, a refund is clearly my right, so I called Expedia and talked with an agent for 3 hours while they called the airline and their supervisor trying to resolve the issue. In the end, all they did was open a case with the airline and gave me no concrete details on when I could expect a refund. That case led to nothing and was closed without explanation by the airline. I tried to chat with expedia through the website and the agent told me to wait while they try to access my reservation. 15 minutes later, the agent told me he was still trying to access the reservation. He then spontaneously closed the chat without any explanation.
Expedia.com Response
• Aug 06, 2020
August 5,
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 two tickets with *** Airlines for travel to Santiago, Chile
on July 24, 2020, with a return on August 9, 2020. We were
required to email the airline and work with them on the refund request. The
contact was completed and the tickets are in refund status. The refund posting
date varies based on the processing time of the airline and credit card
company.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 10, 2020
Complaint: ***
I am rejecting this response because: Although expedia informed me of the flight cancellation on May 27th, I have not received any additional information from expedia regarding the status of the refund request since that time. Even now when I go to expedia.com to check the status of the refund, the system tells me there is no refund in progress. Unfortunately, I do not feel like I can trust this response without without additional evidence by the business that a refund is truly being processed, especially given that the flight was cancelled by the airline more than 2 months ago. I appreciate the business for checking my case, but I would like to receive documented evidence from expedia that my refund is being processed before I consider this case resolved. Thank you
Sincerely
Expedia.com Response
• Aug 17, 2020
August 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank
you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to
hear Mr. did not
accept our response and/or resolution offered.We understand Mr. is requesting documentation
showing the refund processed for the tickets. Upon checking, the refund status on each ticket does
show refunded. We contacted *** and was advised the tickets were processed on
June 26, 2020, however the refund will be in the form of a voucher which has
not been processed yet. After the voucher number is created, Mr. will be
emailed by *** with instructions on how to either redeem for future flights
or receive a cash refund. The *** representative mentioned it may be an additional
two or three weeks, however due to the unprecedented volume of requests following
the Covid-19 pandemic; the process may be delayed longer.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Aug 18, 2020
Revdex.com:
Although I have not received the voucher or refund from *** at this time, I will take in in good faith that Expedia is doing their part to resolve this issue. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia.com keeps money paid for a service they do not provide. Thru no fault of mine I can not go on a trip of a life time I had booked thru Expedia. They refused to refund a hotel & 3 separate flights for 2. They would not answer the phone in March 2020 or would hang up due to flights too far out. The web site allowed you to cancel flight insurance without saying no refund. Expedia blames the airline company for no flight refunds. They said I was to cancel the hotel thru the hotel but I had booked it with Expedia. The hotel said Expedia had my money & Expedia said the hotel had my money. I have booked with Expedia for 15 years but will never book thru them again. ***.com returned every penny of my cancelations. I tell strangers in line what a rotten company Expedia is. For the 3 flights they refuse to refund & the hotel they refuse to refund Expedia owes me $1164.12. I will spend the rest of my life telling total strangers what a rotten company Expedia.com is. My word of mouth over the next 20 years will cost them way more than the $1164.12 they owe me. ***.com will gain lots of business as I tell what a great company they are!!!
Due to Covid-19 travel restrictions prohibiting travel of US persons entering the EU, I have requested the refund of hotel reservations in France made through Expedia because the hotel will be unable to render services to me during my planned duration of stay.
I started requesting cancellation on May 24, 2020. I was advised by the Expedia agent to wait until within 7 days of travel.
Per advice from Expedia agent, I called on June 22, 2020 to request refund of hotel reservation. I was told to wait 24 - 48 hours for an email response because the hotel was unavailable.
I waited as advised and during this time, I also repeatedly contacted the hotel (*** in Paris) directly but received no response.
I reached out to Expedia again after 48 hours as advised but the agent was not able to reach the hotel. The agent advised me to wait until June 29, 2020 before escalating to a manager, and to cancel the reservation before 24 hours before check-in time to avoid being treated as a no show.
I waited as advised and escalated to an Expedia manager on around 3 AM PDT on June 30, 2020. I was promised the following follow-up responses:
*** Because the hotel had sent me a rude one-liner response stating that Expedia had my money and not the hotel, the manager would send an email to Expedia's billing department to determine whether this was the case. I received an email stating that if my reservation deposit was confirmed to be with Expedia and not sent to the hotel, Expedia would process the refund to me. On the phone, the manager told me that if instead the hotel had my deposit, that Expedia would continue to contact the hotel until they get an approval response for refund (I had no reason to believe Expedia on this because prior to this they never got any refund approvals on our behalf).
*** I was told to cancel the reservation before the check-in time to avoid being processed as a "no-show" and was assured that my case would continue to be processed even after I cancel.
During this conversation around 3 AM PDT on June 30, 2020 with the Expedia manager, I repeatedly stated that a voucher was unacceptable to me and that only a refund would be acceptable.
At 9:00 AM PDT June 30, 2020, I received an email stating that I should put in a claim for an Expedia hotel coupon through the URL *** - I did not put in a claim for an Expedia hotel coupon since I have stated that this was unacceptable.
Around 12:30 PM PDT June 30, 2020, I canceled the hotel reservation through the Expedia itinerary page as advised. Even though I had never agreed to receive a voucher, at 3:22 PM PDT June 30, 2020, Expedia issued 2 vouchers, 1 for each reservation canceled anyway. Again, I never agreed to receive a voucher, and I had made this clear to the manager I was speaking to 9 hours prior. Again, in that same conversation I was told my case would remain in processing even if I canceled the reservation. As I was within 15 hours of the "no-show" cutoff time, I had to cancel the reservation as advised.
Around 9:30 PM PDT June 30, 2020, I called Expedia to notify them that I never agreed to a voucher and that I was led to believe that my case would still be processing even if I canceled the reservation. I was sent on a roundabout and was informed that there were no available managers to escalate this complaint to.
The hotel has been refusing our emails and calls for the past 10 days but Expedia has only told us to wait even though they are seeing the same problem. I am therefore filing the above complaint through the Revdex.com.
A complaint on the Expedia hotel voucher that I never agreed to receive:
The terms of this voucher are not compliant to that which is mandated by France Legal Order No. *** of March 25, 2020 of which the hotel reserved is in the jurisdiction thereof, regarding the financial conditions of the cancelation of certain travel contracts and tourist vacations in case of exceptional and unavoidable circumstances or force majeure requiring that:
A voucher must be issued valid for eighteen (18) months from the date of issue listed on the voucher. It can be used on one or more occasions and is subject to availability on the desired date and only for services equivalent to those initially contracted
In accordance with the provisions of this order, if this voucher is not used within eighteen (18) months from the date of issue, the customer will be reimbursed for the amounts paid in advance or the remaining credit balance in the form of the original payment methods.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:
I can confirm that the 2 reservations in question were created on February 19, 2020 via the Expedia website for arrival on July 02, 2020 and departure on July 04, 2020 and also arrival on July 07, 2020 and departure on July 08, 2020. At the time of booking, the customer agreed to the following cancellation policy for both bookings:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.The customer has been in contact with our customer care team between June 21, 2020 and June 30, 2020. Our customer care team was able to issue the customer vouchers for their reservations in the amount of $561.00 & $243.00. The vouchers can be redeemed for a stay with the same hotel within 12 months from their issue date.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have talked with the hotel and they have agreed to allow us to process a refund instead of the vouchers.
We have issued 2 refunds in the amount of $560.55 & $242.88. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. The previously issued vouchers have been deactivated.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I was going to travel to Israel but country was not accepting visitors at that time due to Covid, I purchased the protection plan from Expedia that states they would cover all cancelations at 100% insurance was through AIG Expedia sold me this insurance, ive spoken to Expedia and the insurance company and no one wants to give me my money back or a credit when I’ve had others that were traveling that had no issues getting money back or a credit my travel date was March 18th-31st I purchased three tickets at over 2,000 I prefer my money back being I purchased the protection plan please help me with this situation.
Expedia.com Response
• Jul 31, 2020
7/31/2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** regarding flight refund.Our records indicate that on 4 Dec 2019 Ms. or an authorized user of the Expedia account, self-booked a round trip flight reservation for three travelers under itinerary ***. Travel was aboard *** Airlines, departing 18 March 2020 from New York, NY, United States to Tel Aviv, Israel, , returning on 30 March 2020.We understand Ms. is requesting a refund for cancelled flights.On March 9,2020 *** Airlines initiated an airline schedule change.On March 11,2020 Ms. called into Expedia customer service and asked to cancelFlight and process refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On July 31, 2020, we contacted *** Airlines to advocate on Ms. behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On July 31, 2020, Expedia initiated the refund request through *** Airlines The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines., it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette O
Corporate Correspondence Team
Expedia.com Response
• Jul 31, 2020
7/31/2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** regarding flight refund.Our records indicate that on 4 Dec 2019 Ms. or an authorized user of the Expedia account, self-booked a round trip flight reservation for three travelers under itinerary ***. Travel was aboard *** Airlines, departing 18 March 2020 from New York, NY, United States to Tel Aviv, Israel, , returning on 30 March 2020.We understand Ms. is requesting a refund for cancelled flights.On March 9,2020 *** Airlines initiated an airline schedule change.On March 11,2020 Ms. called into Expedia customer service and asked to cancelFlight and process refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On July 31, 2020, we contacted *** Airlines to advocate on Ms. behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On July 31, 2020, Expedia initiated the refund request through *** Airlines The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines., it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a trip through Expedia on 2/13/20 for $2330.42, including trip insurance. Three times I tried and all three times, the amount charged on the confirmation page was higher than the amount advertised. This is bait-and-switch advertising, which is a fraudulent sales tactic. However, I needed to book the trip and continued with the purchase. Only minutes later, the flights were cancelled. I called Expedia to find out why and was given an unintelligible answer about "low cost" airlines rejecting my booking. However, I was later charged for the flights, contacted Expedia, then only refunded partially for flights that were never booked! I booked flights separately through another airline. Weeks later, the Coronavirus pandemic occurred, all flights were cancelled and I received a call from the hotel that they were shutting down and would refund Expedia, but I had to get my refund from Expedia. I received a message through Expedia from the hotel confirming the cancellation. I called Expedia for weeks, multiple times, and call volume was so high my calls were 5+ hours on hold. When I was able to speak to a representative, they told me that since my booking was a "package" (even though I never was booked on a flight," I had to speak to a special "vacation packages department" and the representative could not help me. Every time I was transferred to this "special department," my call was disconnected after being on hold for hours. The representatives answers were always to request the refund online. They said that since it was a package, I had to cancel the flight and the hotel separately. However, Expedia never booked my flight, so I wasn't able to cancel the flight! Additionally, my hotel was already cancelled by the hotel. I attempted to contact Expedia through every means necessary - phone, email, instant message. I never received a response. I've read numerous articles that under pressure, Expedia released a statement that they were processing refunds. Additionally, there are thousands of complaints on social media from customers just like myself that have been denied refunds. There should be a class action lawsuit filed against Expedia for taking advantage of customers, failing to provide services and not making resources available for customers to request refunds during this pandemic. It's easy to just not answer your phone or messages and keep your customers money. Expedia still owes me $2,089.25 - that's a huge amount of money to me and my family and I can't afford to also throw legal fees at this. I would really appreciate some help in getting my refund.
Expedia.com Response
• Aug 05, 2020
August 5,2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** #*** regarding hotel and insurance waiver refund.Our records indicate that on February 13,2020 Ms., or an authorized user of the Expedia account, self-booked a package reservation for three travelers, under itinerary ***. Travel was abroad *** Airlines, departing on March 28,2020, from New Orleans, LA, United States .This included aHotel stay at *** Hotel in Vail, Colorado, for Check in date March 28,2020 until 4 April 2020. We processed a full refund for the Hotel reservation back on July 8,2020.As for the insurance, however we are unable to process a refund. Per the Terms and Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver remains non-refundable.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
We booked a travel package through expedia, includes flight and hotel with booking no. *** for spring break 2020. Our travel was cancelled due to the corona virus. We requested a refund and which they agree. I was on a phone call with a lady telling me that we should received the refund in 30 days. Its been two months now and still never received the refund.
Expedia.com Response
• Aug 07, 2020
August 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for his flight and hotel.
Our records indicate the on August 2, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia's website, under itinerary ***. The booking included a Round Trip Fare with *** Airways from San Francisco, CA, to Nice, France, departing on March 29, 2020 and returning April 4,2020 and a refundable RoomApartment, Non Smoking (***), at ***, for March 30-April 4, 2020.
Upon review, on February 24, 2020 the customer called Expedia requesting to change flight. Mr. was advised normal policy would apply of $300.00usd per person plus difference, customer requested to leave as it. Mr. then called back and requested to cancel flight and was advised non-refundable flight.
Upon further review, on March 12, 2020 an airline-initiated schedule change occurred on both the outbound and inbound flight. Mr. was provided with alternative flight options, along with an option to self-cancel for a full refund. On March 13, 2020 Mr. replied to email requesting to cancel entire package.
On April 21, 2020 Mr. called Expedia requesting a refund for the flight due to airline schedule change. The agent submitted refund request on *** Airlines website as per policy however received error when trying to refund on our end. On April 22, 2020 the agent tried to reach hotel in order to cancel however unable to reach. The agent also sent email to hotel requesting to cancel with full refund. On April 22, 2020 the hotel replied in Italian “ Regarding the reservation, P. *** Lemuel. I authorize the Refund.”
Please be advised Mr. never cancelled his hotel using self-service. However since we were able to confirm refund approval from both the hotel and airline, a full refund has been issued back to the original form of payment.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On October of 2020, I booked a trip thru Expedia to Boston to attend a concert on April 2020. I booked a flight, hotel and purchased the Vacation Waiver insurance. Due to COVID-19, the concert was postponed and the trip canceled. I reached out to Expedia on several occasions to request a refund. After several attempts, they would only issue credits for the flights and a voucher for the hotel. I tried to rebook the hotel for the new concert date on April 2021. The hotel rate for 3 nights went from $577 to $2,144 (a 380% increase) and they now require a 3-night minimum stay. I cannot use the voucher because I cannot pay the difference or use it for a different hotel. After 3 hours talking to their customer service yesterday, I was told I have no options.
Expedia.com Response
• Aug 07, 2020
August 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for The *** Hotel Boston, Boston.
Our records indicate the on October 11, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round Trip Fare with *** Airlines from Dallas, TX, to Boston, MA, departing on April 23, 2020 and returning April 26, 2020. A non-refundable Room, Standard Room, at The *** Hotel Boston, for April 23-April 26, 2020 and Travel Protection Vacation Waiver.
Upon review, April 20, 2020 the customer called Expedia requesting a refund for the package. The agent check *** Airline policy and only eligible for credit. The agent check hotel policy and only eligible for coupon. Ms. request to use insurance and was informed unable to use insurance and does not agree with resolution.
Upon further review, on April 23, 2020 Ms. contacted Expedia via chat about refund for hotel and was advised no refund only voucher.
On June 30, 2020 Ms. contacted Expedia via chat to be refunded for the hotel since voucher cannot be used towards to the new dates, there is no availability. Ms. not happy with agent response and request to escalate call. The Supervisor tried to rebook customer for new dates but hotel rates increased. Ms.’ voucher is for $482.15 for 3 nights and the new hotel rates are $591.00 per night and the hotel has a 3 night limit per stay. Ms. either wants refund for original hotel and no voucher or 3 nights booked at hotel with the same rate as original booking . The agent advised customer we are unable to change rates as hotel sets rate. Ms. states she is going to social media to advise Expedia is offering False Products with insurance and will also look into legal, Ms. was provided with legal information as requested.On July 1, 2020 Ms. contacted Expedia via chat requesting refund. The agent contacted hotel and was provided with refund approval. The agent advised Ms. refund is for hotel only, we are unable to refund for insurance, chat connection was lost. Ms. customer called back via chat and wanted to follow up on previous case however Ms. stated unable to continue on chat.
Upon further review July 7, 2020 Ms. called Expedia asking for refund for hotel. Ms. said that she had talked to the hotel front desk and was given a refund for the hotel reservation, Ms. was also provided with a coupon. On July 9, 2020 Ms. was sent an email to advise a refund in the amount of $482.15 to the Mastercard used as the original payment method. We see that you used a coupon for the booking that provided a discount of $95.00; we are unable to reinstate the coupon so instead we’ve applied a new $100.00 coupon to your account which you can use on a future booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
My complaint is againts Expedia. I had a trip reserved to the Dominican Replublic in May 2020 Reservation# *** and cancelled do to COVID travel restriction / concerns. The total trip cost $1224 and all I have received todate is $18 for the Shuttle to and from the Hotel. I contacted Expedia via Chat (which was a was of time. I kept getting the response that my refund was complete). When I did get in touch with a person I was told that I had to coordinate with *** to attempt to get the refund for my flight, impossible! And I was told , via email that the hotel would not refund my money. When I requested a full refund from the Protection Plan I bought I was told that the insurance was not paying refunds.
Expedia.com Response
• Aug 06, 2020
August 5,
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 ***.On Jury 30,
2020 the customer purchased a package for one person for five nights at the *** - All Inclusive, in Punta Cana, Dominican Republic, with check in
on May 20, 2020, including roundtrip flights with ***, shuttle and vacation
waiver coverage. The
shuttle reservation was canceled and refunded in the amount of $18.00. the
hotel was canceled as well but had not been refunded. A refund in the amount of
$743.67 was provided for the room under the coverage, as it was nonrefundable.
Please allow up to two weeks for the refund to be completed. ***
is a low cost carrier that provides their own servicing of their flight
reservations. The reservation requires the customer to contact the airline
directly for reuse of the flight tickets. Reimbursement can be provided for any
change or cancel fees charged by the airline with documentation, such as a receipt.
The customer may submit the receipt or screenshot via the Revdex.com with a rebuttal. The
airline confirmation code is ***, and the *** confirmation code
is ***.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
I had no health issue myself. I made travel arrangements for March 29, 2020 to New Orleans - a vacation for me and my daughter. I spent $190.80 per ticket through Expedia.com on *** Airlines. I purchased a travel insurance policy for an addition $38.00. Due to Covid and Governor *** stay at home order put in place on March 20th, we canceled our trip through Expedia. We were told due to high volume, ti would take awhile to get a refund, but we weren't in hurry to travel anyway.
I was given approval through my job to take vacation the week of August 2 - 8th. I have been trying to get access to my "credit" through Expedia.com to purchase other plane tickets. There is no access. Their website says that you have to call them to reapply the credits. You cannot do so on the website. I have tried to call and been on hold for over an hour, and no one picks up. I have tried the instant chat, and it indicates they cannot help. I have to wait for an agent that never virtually "arrives".
So now I've bought two new tickets - and they were cheap. That's great. But I spent $419.60 on tickets for March that I paid travel insurance for, and that money is gone - no information from Expedia.com other than automated emails that don't provide information. I filed a claim with Aon Insurance, the provider of the travel insurance, and they said that since a credit has been provided through Expedia.com, I'm entitled to nothing.
I want my money back and I want it now. I would be perfectly happy to spend the credit on Expedia.com since you can book tours and events at your destination through them. I could book the one or two days of rental car I'd like to have, or some brunches or special meal events with those credits. The problem is, there is no way to do so without calling Expedia.com and no one ever answer.
I tried the corporate office at the 206 area code, after the menu of choices, when you select one, it turns to a busy signal.
This really stinks.
Expedia.com Response
• Aug 06, 2020
August 5,
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 flight tickets with *** Airlines on December 31, 2019,
for travel starting on March 29, 2020 and a cancelation coverage plan with
***. The flights were nonrefundable with no changes allowed.The customer
canceled their flights and were able to hold the tickets to use as future
credit with *** Airlines towards a new flight purchase with them. The
airline is not charging a change fee. The tickets have to be exchanged during
their validity, for the same passengers, with the same country of origin.Hold
times might be longer with Expedia or the airline due to the unprecedented
situation with the global pandemic. Expedia offers 24 hour customer service and
hold times are lighter during off peak hours. A refund is not available. Expedia
is unable to provide compensation for airline credits in the form of a refund
or Expedia credit.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
I booked a cruise December 12, 2019. The total was $3500, I made the initial deposit of $1100. I made a 2nd payment of $900 in February. The final payment of $1500 was due March 16. I had the money and I tried calling Expedia several times before, during, and after this date. This was when people were stuck on cruises for weeks with no end in sight. I called to make my final payment, see what my options were, and to just find out what to do. I have call logs showing me attempting to call them on several occasions. Every time you called them they had an automated message stating if you were not traveling in the next 72 hours please call back at a later date. I couldn’t get a hold of somebody there until mid April/may. They emailed me March 24 stating they had cancelled my reservation since I didn’t pay. I tried paying over the phone and talking with customer service repeatedly to see my options. Now they are saying that of the $2000 I have spent I am only getting back $1083 with a $918 penalty for not paying on time when I tried to. They say it is still my fault even though I tried everything I could to get through. I’ve tried calling supervisors and they all just give me the run around.
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Our records indicate that our cruise team escalated this
request to *** Cruise Line on July 30, 2020, and they agreed to waive all
penalties. The customer will receive a full refund of $2001.00 as follows:
$1001 will go to the credit card ending with ***and $1000 will go to the
credit card ending with ***. The cruise line agent advised the customer to
call back after a month if they do not receive their refund. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya NCorporate Correspondence Team
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Our records indicate that our cruise team escalated this
request to *** on July 30, 2020, and they agreed to waive all
penalties. The customer will receive a full refund of $2001.00 as follows:
$1001 will go to the credit card ending with ***and $1000 will go to the
credit card ending with 1971. The cruise line agent advised the customer to
call back after a month if they do not receive their refund. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya NCorporate Correspondence Team
I booked an all inclusive trip to Mexico with Expedia. I quickly realized it was accidentally booked for one person. I called Expedia to correct the issue. The agent put me on hold to contact the hotel. The agent told me a second person was added and I was set to go on my trip. I was not charged anything extra, so I called back a second time. I spoke with a second Expedia representative who told me that the second person has been added, and to look for a confirmation email over the next 24 hours. I never got an email, so I reached out to the hotel to confirm there was a second person on my reservation. The hotel informed me that there had not been a second person added and to reach back out to Expedia. I called Expedia again. This representative put me on hold while she contacted the hotel. My call was disconnected and never returned. I called back again, I asked for a supervisor, the supervisor told me it was an extra $7 to add the second person. I said just charge my card. The supervisor put me on hold and after about 40 more minutes, she apologized for telling me the charge was $7, and that it would actually be an additional $300/night. I would have to pay another $1200. The original booking was only $1031. They were going to charge me more than double than what I originally booked, after I was told twice that the person was already added to my reservation. The representatives gave me misinformation on multiple occasions. I was told by the corporate office that my only option is to cancel and rebook. The company handled this situation with absolutely no respect to their customer. They were completely careless in regards to the mishandling of my reservation by multiple of their team members. Between the misinformation, the continual disconnecting of the calls, and the lack of effort to rectify the situation, this company needs to review their training process for new team members and offer some sort of compensation for mishandling of reservations.
Expedia.com Response
• Aug 05, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that reservation at *** in *** was created on July 1, 2020 via Expedia Mobile App for arrival on 31 Jul 2020 and departure on 4 Aug 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of $1,380.01 . Refund was completed and acknowledged by customers credit card company on July 30, 2020.I can confirm that reservation *** n *** was created via Expedia Mobile App on July 1, 2020 for arrival on 31 Jul 2020 and departure on 4 Aug 2020 . At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of $1,037.18. Refund was completed and acknowledged by customers credit card company on July 11, 2020.I can confirm that reservation at *** in *** was created on June 26, 2020 via Expedia Mobile App for arrival on 31 Jul 2020 and departure on 4 Aug 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of 1,381.74. Refund was completed and acknowledged by customers credit card company on July 10, 2020. Customer also used 1,516 Expedia Rewards points which were added back to the customers account. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I have a voucher issued through Expedia for 2 tickets with *** airlines, $225 each. The voucher expires on August 14, 2020.
Tickets: #*** and #***
Itin: *** - Case ID : [REQ:***]
I cannot use it because the government restrictions don't allow my parents (the tickets are under their names) to fly to Europe.
I have been monitoring the situation since March and was hoping COVID will go away, but it is not improving.
Now Expedia told me that they cannot extend this voucher, because *** told them it's impossible. *** on the other hand told me that because I reserved the ticket using Expedia.com - they should be the ones to address the issue.
So...
- I have a $450 voucher, which I cannot use at all because it is literally illegal to fly...
- *** doesn't even operate flights from ***, as stated on their official website: https://www.***
- Expedia refuses to extend my voucher, inventing stories and blaming it on everyone. Basically, they say *** should do it, and that Expedia is not responsible for anything.
- Even if *** would operate flights, it is still impossible to board them for tourism purposes.
All they say is that the voucher will expire, and should have been used before. Well, I disagree! The voucher was issued with a validity of 1 year, and therefore I should be able to use it at any time during this 1 year. I couldn't possibly anticipate that COVID19 will happen, and therefore, I didn't have a reason to rush with any purchase using this voucher.
I spoke with a customer service supervisor at Expedia.com, it was a long and frustrating call. He told me that they:
- will not extend the voucher
- will not provide a refund
But I also cannot book anything, because that's prohibited by law to fly to Europe now.
My money is basically been stolen. I paid for a service and accepted their voucher knowing that I will be able to use it for a future flight, but now I am left with no money, an expiring voucher, and no ability whatsoever to use it.
August 6, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would like a full
refund for the reservation.
Our records indicate on March 7, 2019, Mr. or an authorized user of the Expedia account, self-booked a two round
trip flight on *** departing on October 3, 20019 from ***, Israel to Cancun, Quintana Roo, Mexico and return
on October 18, 2019, along with the Flight Protection Plan via ***.
We can confirm on July 27,
2019, the customer inquired about changing the reservation.On August 15, 2019, the
customer requested to change the destination
and date to January 31, 2020 through February 3, 2020. Our representative advised the cost would be
$180.00 per person plus any difference in fare. The customer stated that he saw a lower price for a new booking than to
change. Our representative explained
taxes for changing destination.On July 1, 2019, the customer called in to inquire on the validity of future
travel credit. He wanted to know if the future
travel credit could be extended. Our
representative verified the reservation was past dated and the airline credit
is valid until August 15, 2020. Our
representative advised that Expedia does not have a way to extend its validity. The customer insisted on extending it. Our
representative contacted *** and was advised they could not extend it. After further review on August 6, 2020, Expedia confirmed
that *** issued a voucher that extended the ticket out until August of 2020. Voucher needs to be utilized on or before
August 14, 2020. The voucher cannot be extended or refunded, hence will be a lost
value as of August 15, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1. Any business that sells items or services - even if third party - is still responsible for the product provided. A person who buys bad milk in the store will return it to the store, not to the manufacturer, and that's exactly the same with Expedia. This is also what I expect from them.
2. The terms and conditions, while true, do not represent the current situation. Our 100% honest intent was to use the provided voucher, but it is impossible due to local laws and COVID restrictions. Essentially, Expedia is trying to force us to buy a product which we now cannot legally buy. It's simply impossible.
3. My request for potential refund was an absolute last resort. My preferred resolution is an extension of the voucher, which will ensure that all parties get their part of the deal: We get to fly, Expedia gets their commission, and the airline gets passengers. This is not an exaggerated request, this is simply a honest deal between business and customer. If the business cannot provide me with a flight - which they now cannot - on what grounds do they keep my money?
4. Expedia likes to refer customers to the airline, but they don't tell Revdex.com (or customers) that airlines REFUSE to talk to customers directly and request us to contact our travel agent, which is Expedia. Expedia makes it sound like they are the poor middle man, a victim, while in reality they did their best to sell a product, they charge our card, and now they try to avoid taking responsibility. All we are asking for is an extended voucher. As we cannot speak to *** directly, but Expedia can - this is their responsibility to find solutions to such simple problems like extending the validity of the voucher which cannot be used because there are no flights! This is part of the service travel agents provide, and this is what Expedia should do. Otherwise, what do they get paid for??
5. Expedia mentioned that the charges were processed by the airlines. While this is true (I checked statements) this is UNACCEPTABLE because I never authorized Expedia to pass my credit card information to third parties. I repeat - it was done without my knowledge and without my consent. If I wanted to get charged by the airline, I would simply buy from them directly. This is actually sounds sketchy at best, potentially even criminal.
Sincerely
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr.
***. We regret to hear Mr. did not accept our
response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting a refund or an
extension of the voucher. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on August
6, 2020 there have not been any changes, calls or documentation on the Expedia
account. Expedia stands behind their original
response. Regrettably, the travel
voucher needs to be utilized on or before August 14, 2020. The voucher
cannot be extended or refunded, hence will be a lost value as of August 15,
2020. The reservation was not fraudulently
charged; our terms and conditions were agreed to upon use of our website. The terms and conditions advised you could be
charge by a third party. The customer
can contact our Customer Service Department at 877-227-7481 to exchange the tickets. Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
I purchased travel insurance for a flight which was cancelled by the airline. AIG Travel insurance guaranteed payment for canceled flights, but when I filed a claim the claim was denied because the COVID-19 outbreak was not 'Unforseen'. I requested that Expedia refund my purchase, including the worthless travel insurance.
August 7, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation and insurance.
Our records indicate on March 14, 2020, Mr.
*** or an authorized user of the Expedia account, self-booked three one way flights
on *** Airlines departing on May 22, 2020 from St. Louis, MO to Addis
Ababa, *** Airlines along with the Flight Protection Plan via ***.
After
further review on August 7, 2020, Expedia confirmed the customer cancelled the
reservation on May 7, 2020 via the online electronic web form. Expedia emailed the cancellation confirmation
to the email address on file, which advised of the airline credit ($2,376.36).
Expedia also submitted the cancellation information to the customer Expedia
account. *** Airlines COVD19 policy
is offering the future flight credit for the cancelled reservation. *** Airlines is waiving the exchange fee, no refund, any increase in the cost of
the new fare is the customer responsibility. The customer needs to contact Expedia Customer Service Department at 877-227-7481
to exchange the tickets. The protection
is offered on Expedia.com but the handled by AIG. The customer would need to speak with AIG ,
AIG would make the determination in
regard to a claim filed with them. The
protection only refundable prior to the 15 day it was added to the reservation. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia.com did not provide me with a refund or broker a refund with 3rd parties. In addition, Expedia.com is incorrect in stating that I cancelled my ticket. The airlines cancelled my ticket.
Sincerely
I need your help please. I planned a trip with Expedia to Aruba for March 28th. On March 19th Aruba shut down and would not allow any outside residence in due to covid19. The hotel *** had also closed down. We contacted Expedia immediately about our trip & refund. After holding several hours we were told we had to wait until closer to our departure to cancel do to the overwhelming amount of cancels. We waited & tried again March 23rd. After several hours holding they said to wait 2 weeks. We called back 2 weeks later, held 10 hours and we got hung up on. We tried over and over to contact someone to no avail. We held for 15 hours & finally talked with someone. They said we had to wait for the hotel to reimburse them before they could reimburse us. We don't understand that as they took our money on our credit card immediately. It is now July 2nd and they still owe us the hotel and insurance we paid for. $8,313.86 is the total still owed. Please help us as we are at our wits end & this is a lot of money to us.
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. We understand Ms. would
like a refund of $8313.86.
Our records indicate on February 17, 2020, Ms.
or an authorized user of the Expedia account, self-booked four round trip
flights on *** Airlines departing on March 28, 2020 from Atlanta, GA to Oranjestad,
Aruba and returning on April 4, 2020, with a seven night two room stay at *** Aruba All Inclusive, Vacation Waiver and
round trip airport shuttle transfers via ***.
We can confirm from June 1, 2020 through August 4,
2020 , Ms. was inquiring on a refund for the reservation. Expedia first advised the hotel reservation was
non-refundable, the hotel denied refunding. Expedia advised the Vacation Waiver was not valid as the hotel
reservation was past dated when the Vacation Waiver was inquired on. In review of the hotel cancellation policy
which stated, “cancellations or changes
made after 12:59am (SA Western Standard Time) on Mar 25, 2020 or no-shows are
subject to a property fee equal to the first and second nights rates plus taxes
and fees”. The refunds for the fight, hotel, and transfers were issued accordingly.
After
further review on August 7, 2020, Expedia
confirms the hotel cancellation policy stated, “cancellations or changes made
after 12:59am (SA Western Standard Time) on Mar 25, 2020 or no-shows are
subject to a property fee equal to the first and second nights rates plus taxes
and fees. Expedia has confirmed the hotel reservation
was refunded $2,678.15 (twice) for each
room. The first and second night charge in
each room was $575.01, the flight reservation was refunded $2101.00 and the shuttle service was refunded $60.00. The refunds were processed on July 30, 2020
to the original card that was charged and should appear within 30 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Although Expedia is now responding with a partial refund we are still wanting the balance refunded.
I began trying to reach out to Expedia back in March PRIOR to the trip. There were many times I was on hold for 15+ hours with at least 3x being hung up on after the long wait. It was so extremely difficult to get through to Expedia that I called *** on March 23rd and explained to them that I was unable to get through to Expedia and wanted to know what steps I needed to take with them to cancel the booking due to Aruba ceasing all air travel into the country after 3/25. They advised me that I needed to go through Expedia to receive my refund and there would be no issue doing that due to the resort closure that day.
The country stopped air travel, the resort was closed and after finally reaching someone by phone at Expedia, I was given a run-around by several teams within their organization to avoid issuing the credit. I have emails from them advising they had to wait for a credit from *** before issuing a refund to me. Then they advised the hotel said they denied my claim because I did not cancel the booking 24-hours prior to the trip date when in fact I did call and was advised by *** it would not be an issue because they were closed anyway.
I did everything in my power to cancel the trip and Expedia has done everything in their power to avoid issuing the credit for the trip. I even purchased the vacation waiver and was advised by Expedia that it did not matter and I would not be reimbursed for that $680 spent to secure my trip.
Expedia should reimburse me for the total amount of the trip. I have received the full credit from *** for the airline tix in the amount of $2,101.00. The total amount due from the reservation at *** is $7713.86. They advised they are issuing a credit of $5,356.30 which leaves a balance of $2,357.56.
To be made completely whole for this trip I should receive the full refund of $8,393.86.
This has been the worst experience and have never been treated so poorly by any company. For Expedia to think that I would walk away from this amount of money is unbelievable to me as a consumer. I have been a long-time customer of Expedia also and for them to treat customers, especially long-term customers, like this is completely unacceptable. Also, I have not yet received the credit they claimed to have given me.
Sincerely
August 10, 2020Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms.’s complaint regarding a refund. We understand that Ms. is requesting a refund of the remaining
balance. Expedia reviewed the reservation and
refund and we stand behind our initial
response. The refunds have been issued
that are applicable to the reservation. Expedia
refunded the hotel reservation $2,678.15 x two
rooms = $5356.30. The flight reservation
was refunded $2101.00 and the shuttle service was refunded $60.00. The hotel penalty of $2300.04 and the
Vacation Waiver of $680.00 were not refunded. The hotel retained a
penalty for the first and second night on each room reservation ($575.01
X 4 = $2300.04).
Based on the
above we are not able to honor the refund request. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The hotel was closed during the time of my scheduled trip. The retainment of funds is not justified. In addition, I called and spoke directly to the hotel on 3/23 and was advised by the hotel to contact Expedia for my refund due to their closure.
Please refund the full amount.
Sincerely
I used Expedia to book a trip to Las Vegas. The trip was to start on June 7th and end on June 11th. A few days before it was time to go my husband started experiencing Covid-19 related symptoms. I contacted Expedia through the Chat option and asked to cancel my flight and hotel booking. I was told that they would not be able to cancel the flight as I needed to contact them directly. I said ok, lets cancel the hotel then. I was told that would not be a problem. I was then told it was to late in the evening to talk to customer service and that if I cancelled right then I would lose the price of my first nights stay including fees. I was told that if I waited they ( Expedia) would contact them first thing in the morning and get back to me as to weather or not the full four nights could be refunded or not. I asked if that was a good possibility and was told they really couldn't say but usually these things work out. The next day I received an email telling me that the hotel would not refund me for any of the nights and that they would give me a coupon to be used at a later date. I emailed them back and told them that was not accebtable and I wanted a refund for at least 3 of the 4 nights. I never heard anything back. The day we were schedualed to fly out I still had not heard anything. I checked online and it showed that the booking had been confirmed. As stated above I did not confirm it. I sent an email back to them telling them the problem, stated I wanted a refund and if a refund absolutely could not be done I needed the information for the credit. They emailed me back and told me that they would email the hotel again and see what could be done. I received no response again. I again emailed them asking for a resolution and was told that I would need to call the hotel myself to fix the situation. I emailed the hotel and never heard anything back. I sent another email to expedia telling them that they needed to take care of it. I sent this email four times and never received an answer from them. Thinking that it was the hotel that was not holding up their end of the deal on the refund policy I filed a complaint with the Revdex.com. I received an answer from the hotel telling me that they did noit handle that, Expedia did! What a runaround. The *** Hotel in LasVegas was very helpful and sent Expedia a request to refund me for all four of the nights I had booked but told me I would have to deal with Expedia to get it taken care of as it was their responsibility. I am sick of trying to deal with Expedia and do not want to deal with them in any way, I just want the refund of $212 that was charged to my American Express credit card. I don't understand why they ran me around the way they did when they are the ones who would initiate the refund.
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. We understand Ms. would
like a refund of $212.79 for the hotel reservation.
Our records indicate on June 5, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked two round trip
flights on *** Airlines departing on June 7, 2020 from Portland, OR to Las
Vegas, NV and returning on June 11, 2020, with a four stay at The *** Hotel,
Casino & Skypod, BW Premier Collection via ***.
We can
confirm from June 6, 2020 through June 12, 2020, there were numerous emails
between Expedia and the customer. The
customer was trying to get a refund for the hotel. On numerous occasions Expedia replied
advising we are waiting on a response from the hotel. One of our representatives spoke with the
hotel on June 12, 2020 and the refund was denied. The customer was sent the email advising the
hotel denied the refund.
On July 4,
2020, Expedia issued a refund for $212.79 to the original card that was
charged.
After
further review on August 7, 2020, Expedia confirm a refund of $212.79 was
processed on July 4, 2020 for the hotel reservation. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I booked Hotel *** in Rome on November 6th 2019 for stay on July 11-14 2020 that cost me $620.99. This was done at a time were Covid-19 was not a thing and cancelling was not even in my plans. Now located in the USA where traveling to Europe for Americans is not allowed. We are banned, since we have so many cases, its turned into a pandemic and we are not allowed out or allowed into these countries.
I want a Refund for this since its not my fault that I cant take this trip at this time.
Expedia informs me that the best they can do is give me a voucher for one year because the hotel is HOPING that things are back to normal in a years time! Is a vaccine going to be available? Is hoping a way to do business now? I don't know if I will be able to travel in a year because now is when I was able to take this trip NOT next year. This is not because I changed my mind, Its because its not a normal situation and Expedia needs to take care of this in the abnormal situations that we are dealing with. I don't have $620.99 to just gift to them as I'm just a normal person not a BIG company that just takes people money and don't care about their customers.
The so called "manager" LISA instead of helping me decided to hang up on me when on the phone after the agent MEL put her on only after I said the word Manager because she said she didn't know who else I needed to assist me with this unless I asked for a manager directly! The reservation was non refundable and thus their reason for not wanting to give me MY money, but this unforeseen World Virus was not something that anyone could have predicted. A non refundable reservation should not be put in the same category as if it was normal times and be refused a refund that was not by my choice the need to cancel. This was done by the situation that we are living in NOW. I am very offended that a business like this is around just downright stealing peoples money with no justice done for us.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on November 7, 2020 via Expedia Website for arrival on 11 Jul 2020 and departure on 14 Jul 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $620.99. Refund processed by Expedia on July 9 with a transaction ID. Customer should check directly with their credit card and provide the transaction ID so they can refund to his account.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I booked a flight to go see a dying family member. A member from Expedia kept urging me to book the *** airline package so I obliged. The flight was cancelled. I called Expedia this morning to try and rectify the situation as *** was not accepting calls from customers. Finally after waiting on hold and having my call dropped as soon as a human picked up (this seems to be quite common with Expedia) I was able to speak to an Expedia representative that contacted *** and had them on the other line. No surprise, the call disconnected. I received a voicemail by the time I was at work to call Expedia back. My husband called them and they gave him completely different answers than they did for me. I am not on hold for the FIFTH time after having customer service reps accidentally disconnect my call. This is the last thing I want to do after a 13 hour work day. I was told on the only slightly helpful call that Expedia would rebook for me and offer $300 to each of us as a reimbursement on a different flight. Now I am unable to get to speak to anyone that can even find my itinerary on my account. Rounding to my 7th hour of hold time today and my flight is supposed to leave tomorrow. This is appalling. A family member is dying. Have some empathy- you're a major company that I have clearly been loyal to a fault with.
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 to be booked on another flight and not have to pay for it.
Our records indicate on June 26, 2020, Ms. Gailey
or an authorized user of the Expedia account, self-booked two round trip
flights on *** Airlines departing on July 19, 2020 from Newark, NJ to Las Vegas, NV, returning on July 22, 2020, via ***.
We can confirm there are no notes or documentation on
the account in regard to cancelling or changing the reservation.
After further review on August
7, 2020, Expedia confirmed the flight shows cancelled and per the airline rules and
regulations cancellations and changes were not allowed. The customer would need to book a new
reservation as the airline rule do not allow cancellation or change. The customer would be responsible for the
cost of the new fare.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I originally paid $941.40 for 3 flights. I cancelled the flights due to COVID-19 which can be done at this time due to the pandemic. An airline credit is given to be used at a later date. I received an email that Expedia is giving me one airline credit of $725.40 totaling 241.80 per person and another additional credit of $72.72 per person totaling $218.16. Which doesn’t make since because given those totals the credits add up to $943.56 which is more than I paid for the original tickets. Also when speaking to a representative they are telling me each person has an airline credit of $223 totaling $669 and another additional credit of $72.72 totaling 218.16 totaling 887.16 which still doesn’t total the original amount of 941.40 that I paid for the original airline tickets. My problem is the representative is saying that these two different airline credits can’t be used together for future travel and the credits can’t be combined so I can use the full amount of the airline credit together. For example when I go to rebook travel in the future and the airline tickets cost $300 I can use the $223 credit but have to pay the additional cost out of pocket when I have an additional credit for $72.72 but it can’t be used.
Aug 13,2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** #*** regarding her credits for future use.Our records indicate March 2,2020 Ms., or an authorized user of the Expedia account, self-booked a roundtrip flight and hotel reservation for three travelers. Travel was aboard *** Airlines, departing May 23,2020, from Cleveland, OH, United States to Miami, FL, United States returning May 26,2020 under ***.
We understand Ms. is requesting to combine her credits to be able to use the in the same the reservation.Expedia contacted *** Airlines on behalf of Ms.. *** Airlines informed Expedia that it is providing Ms. a flight credit for the full amount combined. The tickets must be completely used by December 21, 2021. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Ivette ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I would also like to know what the full amount of the credit will be and if I need to contact Expedia or America Airlines when I want to use the travel credit.
Sincerely
August 18,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from ***. We are pleased to hear *** accepted our resolution offered.We have reviewed the documentation provided to further address her concerns.The credits for each person is for the amount of 313.80 USD for the total amount of 941.40 USD.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette *** 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,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Several months ago I have purchased an airline ticket for *** Airlines through expedia.com I was scheduled to fly out on May 29, 2020 however, due to the corona virus pandemic which began in march my flight was cancelled. I have contacted both expedia.com and *** Airlines regarding the status of my ticket and the issuance of a refund and it seems that they are blaming/pointing fingers at each other and no one is giving me a concrete answer as to what is going on with my ticket purchase. The closest that I have gotten some sort of response was from expedia.com informing me that I have a credit that I can use within a year of the purchase of the ticket. This resolution does not work for me. Many things can occur in the matter of a year and what if I am unable to use that credit within this time then what? expedia.com also mentioned that even if I agreed to use the credit and if I were to find a cheaper priced ticket that they would not refund me the difference. This is not fair. Why am I not receiving a refund in the difference of the price if I were to find a cheaper ticket? On top of everything I have purchased a protection plan. The protection plan alone should warrant me a full refund for the ticket. It is not my fault that the corona virus happened and that my flight was cancelled. I did not willingly cancel my flight it was cancelled because of the circumstances in the world at the moment. I am not responsible for what happened. Therefore, I am requesting a full refund of my ticket.
Dear Revdex.com,Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Mr. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Mr. provide his itinerary number and email address used at the time of booking so that we can pull up his account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I find it a bit confusing that you can not locate my flight information just using my name but regardless here is the information you requested:
Traveler: *** Itinerary Number: ***. Confirmation: ***. Ticket Number: ***. Hopefully with this information you should now be able to find my ticket and process my refund. In addition, I would like the refund to be sent back to me via check. Please let me know if there is anything else that you need from me.
Thank you.
Sincerely
Complaint DepartmentRE: Expedia Case # (***)
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our resolution offered.
We have reviewed the new information Mr. *** provided to further address his concerns.
We regret that we are unable to advise of the exact time the refund will be issued as the refund will come directly from ***-*** Airlines. If the refund has not been issued back to the original form of payment after the 8 weeks please reach out to the Expedia Customer service toll free number and provide them with the above case number and we will be happy to look into the matter for you.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I scheduled a One way flight June 5 for June 23. On June 13 I changed the flight to July 2. I received confirmation via email from the airline. This was never reflected on my Expedia account. I received notification via email from Expedia on June 29 (during my trip) that the airline canceled my flight to return home on July 2. This same day I was charged a $54 fee from Expedia for changing the flight to July 2. This was called and disputed; we were told we were notified of this, we were not, this was refunded. My husband and I were on the phone with Expedia for two hours. No alternate flight (for the cancelled July 2 flight) was scheduled from Expedia on this day. No alternate flight home on July 2 was mentioned during this call either. Immediately upon seeing this, I booked another return flight home for July 2 with a different airline, not through Expedia. I incurred additional charges to do so, both for the flight and to return our rental car to a different location. On June 29, through Expedia, I requested a refund for the canceled July 2 flight on *** airlines. This was declined. No mention made during this call of a rescheduled return flight either. On July 1, I noticed the original July 2 flight appeared in my Expedia account. I contacted *** airlines who informed me Expedia had rescheduled me on the *** July 2 flight. I’ve been contacted Expedia and was told that when the flight was canceled for July 2, they rescheduled me for a July 2 flight with different times. I then contacted Expedia and was told that when the flight was canceled for July 2, they rescheduled me for a July 2 flight with different times. I was not notified of this reschedule, did not confirm details, did not authorize the reschedule. Per Expedia policy, it states If a reschedule is to be done Expedia contact the consumer in confirms before the booking. Upon notification of my canceled flight on June 29, our scheduled travel home became a time sensitive matter that required I act urgently to ensure my family and I return back home. I have requested a refund from Expedia For the flight they rescheduled without my consent or knowledge and have been denied. I am not interested in travel credits with *** as current health pandemic significantly limits future travel for an indefinite time.
August 5,
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 ***.On June
5, 2020 the customer purchased six one way tickets with *** Airlines for
travel on June 23, 2020 from Nashville, TN to Bangor, ME.On June
13, 2020 the customer exchanged the flights to travel one way on July 2, 2020
from Portland, ME to Nashville TN. There were no change fees as they were
waived due to the pandemic. However, there was an additional cost of $9.00 per
ticket for the increased cost of the new airfare selected for purchase. The
total charge on June 13, 2020 was $54.00.On July
2, 2020 all of the passengers missed the flights, or “No Showed”. The
reservations are considered used if the seats purchased and held up to the time
of flight check in, whether the seats are occupied or not. The tickets have no
value for future exchange. The
Expedia automated system automatically emails any updates or flight changes to
the account holders email address. When the flights were canceled out by the
airline after check in and no show, the flight status change received
automatically emailed out to the account email address. At the time the email
was received the tickets were already a lost value and it was too late to
voluntarily cancel the flights. The records show that the 3:00 PM flight was
canceled at 4:28 PM local time.Expedia
is unable to provide a refund or compensation of the unused flights or exchange
cost. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
Date: June 29, 2020 at 00:21:51 EDTTo: ***Subject: *** changed your itinerary
I am rejecting this response because:
The Expedia Representative who responded, Ms., left out key information and provided false dates regarding flight cancellations.
I have emails time stamped the following:
From: Expedia Travel Services
That show my flights on July 2 for all six (6) passengers from Portland to Chicago then Chicago To Nashville were CANCELLED by Expedia.
This email is attached. It is impossible for us to no-show for a flight that was cancelled by expedia 3 days earlier. I incurred additional charges resulting from the cancellation and needed to find alternative flight home.
Ms *** states the flight cancellation was on July 2 which is false information. Email time stamp copied in body of this email and actual email attached above show flight was cancelled in an email from Expedia 6/29.
We were charged for flights that were cancelled by Expedia. We were charged for services we did not receive and now being given false information. A refund for this amount is the expected outcome. This is an error on behalf of expedia. I cannot be expected to book anything again with Expedia after this incident and now erroneous representation by a company representative of the events that occurred.
August 20, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the consumer complaint number ***, from ***.Thank you for providing the documentation of the schedule
change stating that the flight was canceled with no accommodation. It is an
automated email. Our ticketing department had been able to correct the flights
but it did not reflect on the itinerary online. We have refunded the $1335.60
back to the customer on August 20, 2020. Please allow time for the credit card company
to complete the transaction. Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I made a reservation for a flight to Santiago, Chile on July 24th, 2020 with *** airlines through expedia.com. On May 25th, I was notified by the airline that they were cancelling that flight. As this cancellation was out of my control, a refund is clearly my right, so I called Expedia and talked with an agent for 3 hours while they called the airline and their supervisor trying to resolve the issue. In the end, all they did was open a case with the airline and gave me no concrete details on when I could expect a refund. That case led to nothing and was closed without explanation by the airline. I tried to chat with expedia through the website and the agent told me to wait while they try to access my reservation. 15 minutes later, the agent told me he was still trying to access the reservation. He then spontaneously closed the chat without any explanation.
August 5,
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 two tickets with *** Airlines for travel to Santiago, Chile
on July 24, 2020, with a return on August 9, 2020. We were
required to email the airline and work with them on the refund request. The
contact was completed and the tickets are in refund status. The refund posting
date varies based on the processing time of the airline and credit card
company.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Although expedia informed me of the flight cancellation on May 27th, I have not received any additional information from expedia regarding the status of the refund request since that time. Even now when I go to expedia.com to check the status of the refund, the system tells me there is no refund in progress. Unfortunately, I do not feel like I can trust this response without without additional evidence by the business that a refund is truly being processed, especially given that the flight was cancelled by the airline more than 2 months ago. I appreciate the business for checking my case, but I would like to receive documented evidence from expedia that my refund is being processed before I consider this case resolved. Thank you
Sincerely
August 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank
you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to
hear Mr. did not
accept our response and/or resolution offered.We understand Mr. is requesting documentation
showing the refund processed for the tickets. Upon checking, the refund status on each ticket does
show refunded. We contacted *** and was advised the tickets were processed on
June 26, 2020, however the refund will be in the form of a voucher which has
not been processed yet. After the voucher number is created, Mr. will be
emailed by *** with instructions on how to either redeem for future flights
or receive a cash refund. The *** representative mentioned it may be an additional
two or three weeks, however due to the unprecedented volume of requests following
the Covid-19 pandemic; the process may be delayed longer.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
Although I have not received the voucher or refund from *** at this time, I will take in in good faith that Expedia is doing their part to resolve this issue. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia.com keeps money paid for a service they do not provide. Thru no fault of mine I can not go on a trip of a life time I had booked thru Expedia. They refused to refund a hotel & 3 separate flights for 2. They would not answer the phone in March 2020 or would hang up due to flights too far out. The web site allowed you to cancel flight insurance without saying no refund. Expedia blames the airline company for no flight refunds. They said I was to cancel the hotel thru the hotel but I had booked it with Expedia. The hotel said Expedia had my money & Expedia said the hotel had my money. I have booked with Expedia for 15 years but will never book thru them again. ***.com returned every penny of my cancelations. I tell strangers in line what a rotten company Expedia is. For the 3 flights they refuse to refund & the hotel they refuse to refund Expedia owes me $1164.12. I will spend the rest of my life telling total strangers what a rotten company Expedia.com is. My word of mouth over the next 20 years will cost them way more than the $1164.12 they owe me. ***.com will gain lots of business as I tell what a great company they are!!!
Due to Covid-19 travel restrictions prohibiting travel of US persons entering the EU, I have requested the refund of hotel reservations in France made through Expedia because the hotel will be unable to render services to me during my planned duration of stay.
I started requesting cancellation on May 24, 2020. I was advised by the Expedia agent to wait until within 7 days of travel.
Per advice from Expedia agent, I called on June 22, 2020 to request refund of hotel reservation. I was told to wait 24 - 48 hours for an email response because the hotel was unavailable.
I waited as advised and during this time, I also repeatedly contacted the hotel (*** in Paris) directly but received no response.
I reached out to Expedia again after 48 hours as advised but the agent was not able to reach the hotel. The agent advised me to wait until June 29, 2020 before escalating to a manager, and to cancel the reservation before 24 hours before check-in time to avoid being treated as a no show.
I waited as advised and escalated to an Expedia manager on around 3 AM PDT on June 30, 2020. I was promised the following follow-up responses:
*** Because the hotel had sent me a rude one-liner response stating that Expedia had my money and not the hotel, the manager would send an email to Expedia's billing department to determine whether this was the case. I received an email stating that if my reservation deposit was confirmed to be with Expedia and not sent to the hotel, Expedia would process the refund to me. On the phone, the manager told me that if instead the hotel had my deposit, that Expedia would continue to contact the hotel until they get an approval response for refund (I had no reason to believe Expedia on this because prior to this they never got any refund approvals on our behalf).
*** I was told to cancel the reservation before the check-in time to avoid being processed as a "no-show" and was assured that my case would continue to be processed even after I cancel.
During this conversation around 3 AM PDT on June 30, 2020 with the Expedia manager, I repeatedly stated that a voucher was unacceptable to me and that only a refund would be acceptable.
At 9:00 AM PDT June 30, 2020, I received an email stating that I should put in a claim for an Expedia hotel coupon through the URL *** - I did not put in a claim for an Expedia hotel coupon since I have stated that this was unacceptable.
Around 12:30 PM PDT June 30, 2020, I canceled the hotel reservation through the Expedia itinerary page as advised. Even though I had never agreed to receive a voucher, at 3:22 PM PDT June 30, 2020, Expedia issued 2 vouchers, 1 for each reservation canceled anyway. Again, I never agreed to receive a voucher, and I had made this clear to the manager I was speaking to 9 hours prior. Again, in that same conversation I was told my case would remain in processing even if I canceled the reservation. As I was within 15 hours of the "no-show" cutoff time, I had to cancel the reservation as advised.
Around 9:30 PM PDT June 30, 2020, I called Expedia to notify them that I never agreed to a voucher and that I was led to believe that my case would still be processing even if I canceled the reservation. I was sent on a roundabout and was informed that there were no available managers to escalate this complaint to.
The hotel has been refusing our emails and calls for the past 10 days but Expedia has only told us to wait even though they are seeing the same problem. I am therefore filing the above complaint through the Revdex.com.
A complaint on the Expedia hotel voucher that I never agreed to receive:
The terms of this voucher are not compliant to that which is mandated by France Legal Order No. *** of March 25, 2020 of which the hotel reserved is in the jurisdiction thereof, regarding the financial conditions of the cancelation of certain travel contracts and tourist vacations in case of exceptional and unavoidable circumstances or force majeure requiring that:
A voucher must be issued valid for eighteen (18) months from the date of issue listed on the voucher. It can be used on one or more occasions and is subject to availability on the desired date and only for services equivalent to those initially contracted
In accordance with the provisions of this order, if this voucher is not used within eighteen (18) months from the date of issue, the customer will be reimbursed for the amounts paid in advance or the remaining credit balance in the form of the original payment methods.
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:
I can confirm that the 2 reservations in question were created on February 19, 2020 via the Expedia website for arrival on July 02, 2020 and departure on July 04, 2020 and also arrival on July 07, 2020 and departure on July 08, 2020. At the time of booking, the customer agreed to the following cancellation policy for both bookings:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.The customer has been in contact with our customer care team between June 21, 2020 and June 30, 2020. Our customer care team was able to issue the customer vouchers for their reservations in the amount of $561.00 & $243.00. The vouchers can be redeemed for a stay with the same hotel within 12 months from their issue date.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have talked with the hotel and they have agreed to allow us to process a refund instead of the vouchers.
We have issued 2 refunds in the amount of $560.55 & $242.88. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. The previously issued vouchers have been deactivated.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
I was going to travel to Israel but country was not accepting visitors at that time due to Covid, I purchased the protection plan from Expedia that states they would cover all cancelations at 100% insurance was through AIG Expedia sold me this insurance, ive spoken to Expedia and the insurance company and no one wants to give me my money back or a credit when I’ve had others that were traveling that had no issues getting money back or a credit my travel date was March 18th-31st I purchased three tickets at over 2,000 I prefer my money back being I purchased the protection plan please help me with this situation.
7/31/2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** regarding flight refund.Our records indicate that on 4 Dec 2019 Ms. or an authorized user of the Expedia account, self-booked a round trip flight reservation for three travelers under itinerary ***. Travel was aboard *** Airlines, departing 18 March 2020 from New York, NY, United States to Tel Aviv, Israel, , returning on 30 March 2020.We understand Ms. is requesting a refund for cancelled flights.On March 9,2020 *** Airlines initiated an airline schedule change.On March 11,2020 Ms. called into Expedia customer service and asked to cancelFlight and process refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On July 31, 2020, we contacted *** Airlines to advocate on Ms. behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On July 31, 2020, Expedia initiated the refund request through *** Airlines The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines., it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette O
Corporate Correspondence Team
7/31/2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** regarding flight refund.Our records indicate that on 4 Dec 2019 Ms. or an authorized user of the Expedia account, self-booked a round trip flight reservation for three travelers under itinerary ***. Travel was aboard *** Airlines, departing 18 March 2020 from New York, NY, United States to Tel Aviv, Israel, , returning on 30 March 2020.We understand Ms. is requesting a refund for cancelled flights.On March 9,2020 *** Airlines initiated an airline schedule change.On March 11,2020 Ms. called into Expedia customer service and asked to cancelFlight and process refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On July 31, 2020, we contacted *** Airlines to advocate on Ms. behalf, regarding the refund request. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. On July 31, 2020, Expedia initiated the refund request through *** Airlines The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines., it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette O
Corporate Correspondence Team
I booked a trip through Expedia on 2/13/20 for $2330.42, including trip insurance. Three times I tried and all three times, the amount charged on the confirmation page was higher than the amount advertised. This is bait-and-switch advertising, which is a fraudulent sales tactic. However, I needed to book the trip and continued with the purchase. Only minutes later, the flights were cancelled. I called Expedia to find out why and was given an unintelligible answer about "low cost" airlines rejecting my booking. However, I was later charged for the flights, contacted Expedia, then only refunded partially for flights that were never booked! I booked flights separately through another airline. Weeks later, the Coronavirus pandemic occurred, all flights were cancelled and I received a call from the hotel that they were shutting down and would refund Expedia, but I had to get my refund from Expedia. I received a message through Expedia from the hotel confirming the cancellation. I called Expedia for weeks, multiple times, and call volume was so high my calls were 5+ hours on hold. When I was able to speak to a representative, they told me that since my booking was a "package" (even though I never was booked on a flight," I had to speak to a special "vacation packages department" and the representative could not help me. Every time I was transferred to this "special department," my call was disconnected after being on hold for hours. The representatives answers were always to request the refund online. They said that since it was a package, I had to cancel the flight and the hotel separately. However, Expedia never booked my flight, so I wasn't able to cancel the flight! Additionally, my hotel was already cancelled by the hotel. I attempted to contact Expedia through every means necessary - phone, email, instant message. I never received a response. I've read numerous articles that under pressure, Expedia released a statement that they were processing refunds. Additionally, there are thousands of complaints on social media from customers just like myself that have been denied refunds. There should be a class action lawsuit filed against Expedia for taking advantage of customers, failing to provide services and not making resources available for customers to request refunds during this pandemic. It's easy to just not answer your phone or messages and keep your customers money. Expedia still owes me $2,089.25 - that's a huge amount of money to me and my family and I can't afford to also throw legal fees at this. I would really appreciate some help in getting my refund.
August 5,2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from *** #*** regarding hotel and insurance waiver refund.Our records indicate that on February 13,2020 Ms., or an authorized user of the Expedia account, self-booked a package reservation for three travelers, under itinerary ***. Travel was abroad *** Airlines, departing on March 28,2020, from New Orleans, LA, United States .This included aHotel stay at *** Hotel in Vail, Colorado, for Check in date March 28,2020 until 4 April 2020. We processed a full refund for the Hotel reservation back on July 8,2020.As for the insurance, however we are unable to process a refund. Per the Terms and Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver remains non-refundable.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Ivette O
Corporate Correspondence Team
We booked a travel package through expedia, includes flight and hotel with booking no. *** for spring break 2020. Our travel was cancelled due to the corona virus. We requested a refund and which they agree. I was on a phone call with a lady telling me that we should received the refund in 30 days. Its been two months now and still never received the refund.
August 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for his flight and hotel.
Our records indicate the on August 2, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia's website, under itinerary ***. The booking included a Round Trip Fare with *** Airways from San Francisco, CA, to Nice, France, departing on March 29, 2020 and returning April 4,2020 and a refundable RoomApartment, Non Smoking (***), at ***, for March 30-April 4, 2020.
Upon review, on February 24, 2020 the customer called Expedia requesting to change flight. Mr. was advised normal policy would apply of $300.00usd per person plus difference, customer requested to leave as it. Mr. then called back and requested to cancel flight and was advised non-refundable flight.
Upon further review, on March 12, 2020 an airline-initiated schedule change occurred on both the outbound and inbound flight. Mr. was provided with alternative flight options, along with an option to self-cancel for a full refund. On March 13, 2020 Mr. replied to email requesting to cancel entire package.
On April 21, 2020 Mr. called Expedia requesting a refund for the flight due to airline schedule change. The agent submitted refund request on *** Airlines website as per policy however received error when trying to refund on our end. On April 22, 2020 the agent tried to reach hotel in order to cancel however unable to reach. The agent also sent email to hotel requesting to cancel with full refund. On April 22, 2020 the hotel replied in Italian “ Regarding the reservation, P. *** Lemuel. I authorize the Refund.”
Please be advised Mr. never cancelled his hotel using self-service. However since we were able to confirm refund approval from both the hotel and airline, a full refund has been issued back to the original form of payment.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
On October of 2020, I booked a trip thru Expedia to Boston to attend a concert on April 2020. I booked a flight, hotel and purchased the Vacation Waiver insurance. Due to COVID-19, the concert was postponed and the trip canceled. I reached out to Expedia on several occasions to request a refund. After several attempts, they would only issue credits for the flights and a voucher for the hotel. I tried to rebook the hotel for the new concert date on April 2021. The hotel rate for 3 nights went from $577 to $2,144 (a 380% increase) and they now require a 3-night minimum stay. I cannot use the voucher because I cannot pay the difference or use it for a different hotel. After 3 hours talking to their customer service yesterday, I was told I have no options.
August 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for The *** Hotel Boston, Boston.
Our records indicate the on October 11, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round Trip Fare with *** Airlines from Dallas, TX, to Boston, MA, departing on April 23, 2020 and returning April 26, 2020. A non-refundable Room, Standard Room, at The *** Hotel Boston, for April 23-April 26, 2020 and Travel Protection Vacation Waiver.
Upon review, April 20, 2020 the customer called Expedia requesting a refund for the package. The agent check *** Airline policy and only eligible for credit. The agent check hotel policy and only eligible for coupon. Ms. request to use insurance and was informed unable to use insurance and does not agree with resolution.
Upon further review, on April 23, 2020 Ms. contacted Expedia via chat about refund for hotel and was advised no refund only voucher.
On June 30, 2020 Ms. contacted Expedia via chat to be refunded for the hotel since voucher cannot be used towards to the new dates, there is no availability. Ms. not happy with agent response and request to escalate call. The Supervisor tried to rebook customer for new dates but hotel rates increased. Ms.’ voucher is for $482.15 for 3 nights and the new hotel rates are $591.00 per night and the hotel has a 3 night limit per stay. Ms. either wants refund for original hotel and no voucher or 3 nights booked at hotel with the same rate as original booking . The agent advised customer we are unable to change rates as hotel sets rate. Ms. states she is going to social media to advise Expedia is offering False Products with insurance and will also look into legal, Ms. was provided with legal information as requested.On July 1, 2020 Ms. contacted Expedia via chat requesting refund. The agent contacted hotel and was provided with refund approval. The agent advised Ms. refund is for hotel only, we are unable to refund for insurance, chat connection was lost. Ms. customer called back via chat and wanted to follow up on previous case however Ms. stated unable to continue on chat.
Upon further review July 7, 2020 Ms. called Expedia asking for refund for hotel. Ms. said that she had talked to the hotel front desk and was given a refund for the hotel reservation, Ms. was also provided with a coupon. On July 9, 2020 Ms. was sent an email to advise a refund in the amount of $482.15 to the Mastercard used as the original payment method. We see that you used a coupon for the booking that provided a discount of $95.00; we are unable to reinstate the coupon so instead we’ve applied a new $100.00 coupon to your account which you can use on a future booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
My complaint is againts Expedia. I had a trip reserved to the Dominican Replublic in May 2020 Reservation# *** and cancelled do to COVID travel restriction / concerns. The total trip cost $1224 and all I have received todate is $18 for the Shuttle to and from the Hotel. I contacted Expedia via Chat (which was a was of time. I kept getting the response that my refund was complete). When I did get in touch with a person I was told that I had to coordinate with *** to attempt to get the refund for my flight, impossible! And I was told , via email that the hotel would not refund my money. When I requested a full refund from the Protection Plan I bought I was told that the insurance was not paying refunds.
August 5,
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 ***.On Jury 30,
2020 the customer purchased a package for one person for five nights at the *** - All Inclusive, in Punta Cana, Dominican Republic, with check in
on May 20, 2020, including roundtrip flights with ***, shuttle and vacation
waiver coverage. The
shuttle reservation was canceled and refunded in the amount of $18.00. the
hotel was canceled as well but had not been refunded. A refund in the amount of
$743.67 was provided for the room under the coverage, as it was nonrefundable.
Please allow up to two weeks for the refund to be completed. ***
is a low cost carrier that provides their own servicing of their flight
reservations. The reservation requires the customer to contact the airline
directly for reuse of the flight tickets. Reimbursement can be provided for any
change or cancel fees charged by the airline with documentation, such as a receipt.
The customer may submit the receipt or screenshot via the Revdex.com with a rebuttal. The
airline confirmation code is ***, and the *** confirmation code
is ***.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
I had no health issue myself. I made travel arrangements for March 29, 2020 to New Orleans - a vacation for me and my daughter. I spent $190.80 per ticket through Expedia.com on *** Airlines. I purchased a travel insurance policy for an addition $38.00. Due to Covid and Governor *** stay at home order put in place on March 20th, we canceled our trip through Expedia. We were told due to high volume, ti would take awhile to get a refund, but we weren't in hurry to travel anyway.
I was given approval through my job to take vacation the week of August 2 - 8th. I have been trying to get access to my "credit" through Expedia.com to purchase other plane tickets. There is no access. Their website says that you have to call them to reapply the credits. You cannot do so on the website. I have tried to call and been on hold for over an hour, and no one picks up. I have tried the instant chat, and it indicates they cannot help. I have to wait for an agent that never virtually "arrives".
So now I've bought two new tickets - and they were cheap. That's great. But I spent $419.60 on tickets for March that I paid travel insurance for, and that money is gone - no information from Expedia.com other than automated emails that don't provide information. I filed a claim with Aon Insurance, the provider of the travel insurance, and they said that since a credit has been provided through Expedia.com, I'm entitled to nothing.
I want my money back and I want it now. I would be perfectly happy to spend the credit on Expedia.com since you can book tours and events at your destination through them. I could book the one or two days of rental car I'd like to have, or some brunches or special meal events with those credits. The problem is, there is no way to do so without calling Expedia.com and no one ever answer.
I tried the corporate office at the 206 area code, after the menu of choices, when you select one, it turns to a busy signal.
This really stinks.
August 5,
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 flight tickets with *** Airlines on December 31, 2019,
for travel starting on March 29, 2020 and a cancelation coverage plan with
***. The flights were nonrefundable with no changes allowed.The customer
canceled their flights and were able to hold the tickets to use as future
credit with *** Airlines towards a new flight purchase with them. The
airline is not charging a change fee. The tickets have to be exchanged during
their validity, for the same passengers, with the same country of origin.Hold
times might be longer with Expedia or the airline due to the unprecedented
situation with the global pandemic. Expedia offers 24 hour customer service and
hold times are lighter during off peak hours. A refund is not available. Expedia
is unable to provide compensation for airline credits in the form of a refund
or Expedia credit.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
I booked a cruise December 12, 2019. The total was $3500, I made the initial deposit of $1100. I made a 2nd payment of $900 in February. The final payment of $1500 was due March 16. I had the money and I tried calling Expedia several times before, during, and after this date. This was when people were stuck on cruises for weeks with no end in sight. I called to make my final payment, see what my options were, and to just find out what to do. I have call logs showing me attempting to call them on several occasions. Every time you called them they had an automated message stating if you were not traveling in the next 72 hours please call back at a later date. I couldn’t get a hold of somebody there until mid April/may. They emailed me March 24 stating they had cancelled my reservation since I didn’t pay. I tried paying over the phone and talking with customer service repeatedly to see my options. Now they are saying that of the $2000 I have spent I am only getting back $1083 with a $918 penalty for not paying on time when I tried to. They say it is still my fault even though I tried everything I could to get through. I’ve tried calling supervisors and they all just give me the run around.
July 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Our records indicate that our cruise team escalated this
request to *** Cruise Line on July 30, 2020, and they agreed to waive all
penalties. The customer will receive a full refund of $2001.00 as follows:
$1001 will go to the credit card ending with ***and $1000 will go to the
credit card ending with ***. The cruise line agent advised the customer to
call back after a month if they do not receive their refund. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya NCorporate Correspondence Team
July 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Our records indicate that our cruise team escalated this
request to *** on July 30, 2020, and they agreed to waive all
penalties. The customer will receive a full refund of $2001.00 as follows:
$1001 will go to the credit card ending with ***and $1000 will go to the
credit card ending with 1971. The cruise line agent advised the customer to
call back after a month if they do not receive their refund. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya NCorporate Correspondence Team
I booked an all inclusive trip to Mexico with Expedia. I quickly realized it was accidentally booked for one person. I called Expedia to correct the issue. The agent put me on hold to contact the hotel. The agent told me a second person was added and I was set to go on my trip. I was not charged anything extra, so I called back a second time. I spoke with a second Expedia representative who told me that the second person has been added, and to look for a confirmation email over the next 24 hours. I never got an email, so I reached out to the hotel to confirm there was a second person on my reservation. The hotel informed me that there had not been a second person added and to reach back out to Expedia. I called Expedia again. This representative put me on hold while she contacted the hotel. My call was disconnected and never returned. I called back again, I asked for a supervisor, the supervisor told me it was an extra $7 to add the second person. I said just charge my card. The supervisor put me on hold and after about 40 more minutes, she apologized for telling me the charge was $7, and that it would actually be an additional $300/night. I would have to pay another $1200. The original booking was only $1031. They were going to charge me more than double than what I originally booked, after I was told twice that the person was already added to my reservation. The representatives gave me misinformation on multiple occasions. I was told by the corporate office that my only option is to cancel and rebook. The company handled this situation with absolutely no respect to their customer. They were completely careless in regards to the mishandling of my reservation by multiple of their team members. Between the misinformation, the continual disconnecting of the calls, and the lack of effort to rectify the situation, this company needs to review their training process for new team members and offer some sort of compensation for mishandling of reservations.
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 reservation at *** in *** was created on July 1, 2020 via Expedia Mobile App for arrival on 31 Jul 2020 and departure on 4 Aug 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of $1,380.01 . Refund was completed and acknowledged by customers credit card company on July 30, 2020.I can confirm that reservation *** n *** was created via Expedia Mobile App on July 1, 2020 for arrival on 31 Jul 2020 and departure on 4 Aug 2020 . At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of $1,037.18. Refund was completed and acknowledged by customers credit card company on July 11, 2020.I can confirm that reservation at *** in *** was created on June 26, 2020 via Expedia Mobile App for arrival on 31 Jul 2020 and departure on 4 Aug 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 10:00 PM local hotel time, Monday, July 27, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was able to obtain approval for a refund in the amount of 1,381.74. Refund was completed and acknowledged by customers credit card company on July 10, 2020. Customer also used 1,516 Expedia Rewards points which were added back to the customers account. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team