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
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!!!
Purchased a Vegas trip back in 7/8/2019, Due to the COVID-19 the trip was cancelled. I was told that a refund would go to the card that was used. I explained to them that the account was closed back in September 2019. I have called with my banker and we both tried to explained that the account was closed. They told both myself and my banker that the money was sent to the bank. My banker did some research and found that no attempt was made to issue a refund. We have spent countless hours on the phone with Expedia and they just keep going around in circles, saying wait 30 days we have waited 60 days and still have no refund. I have asked Expedia to issue a check refund to which I get the same answer to wait. Expedia you took my money and refuse to give me a refund. Reference
Expedia.com Response
• Jul 31, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on July 06, 2019, via Expedia's website for arrival on May 14, 2020 and departure on May 18, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made after 3:00 PM local hotel time, Monday, May 11, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The booking was cancelled on May 07,2020 by the hotel and a refund was initiated the same day. The customer contacted our chat agents on May 24, 2020 to check on the status of their refund. Our agent advised the customer that the refund was in the process and it can take up to 30 days. The customer advised they will wait the 30 days and come back to us because they no longer have that credit card or an account with that bank. Our systems show the bank processed the refund on May 25, 2020.
The customer contacted us on multiple occasions between May 24, 2020 and June 29, 2020 to check on the status of the refund.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We were able to coordinate the refund with the customer on July 7, 2020 by processing the refund to a different credit card. That refund shows it was processed by the bank on July 10, 2020. 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.
In March, I booked an airline ticket through Expedia from San Antonio, TX to Boston, MA and return June 19-29. Yesterday when checking in with *** for my return flight, I was informed the flights had been changed. The *** agent told me and Expedia was responsible for contacting me and changing flights. I was unable to get to San Antonio as planned. I spent the night in a hotel in Atlanta, GA I had to pay for and was rebooked for a flight this morning. I was unable to work today, June 30.
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 flight reservation. We understand the customer is requesting a refund of the changed flight and compensation for hotel, meals and lost revenue.
Our records indicate the on March 9, 2020 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 Combined One Way Fare with *** Airlines from San Antonio, TX, to Boston, MA, departing on June 19, 2020. Also a Combined One Way Fare with *** from Boston, MA, to San Antonio, TX, departing on June 29, 2020.
Upon review, on June 29, 2020 there was an airline schedule change.
On June 29, 2020 , Mr. contacted Expedia via phone from the airport and requested compensation since flight is cancelled and no one informed him. While speaking with an Expedia agent unable to hear the customer , then the call dropped.
Please be advised there are no recorded attempts from Mr. to contact us again after the call dropped June 29, 2020 , and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or compensation with ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 14, 2020
Complaint: ***
I am rejecting this response because: I was informed by *** that it was Expedia's job to inform me that the flight I originally paid for had been changed, since I purchased the ticket through them. No one ever did inform me, resulting in the lost revenue described in the complaint. If *** never informed Expedia, then someone is lying.
I had an original flight listed for April 2020 and COVID caused issues with my cruise so I contacted Expedia.com to change my flight because our cruise was changed to September. Exepdia failed to update the date changes with Travel Guard whom I purchased flight insurance through when I got my flight through expedia. When I contacted Travel Guard because I know have to cancel my flight due to the cruise being cancelled due to COVID they told me the have expedia update the flight information for them so I can file a claim. Exepdia is now telling me that they can't change the dates because April has already past. So now it looks like I can't file a claim and I am now potentially out of over $500 because I will probably get a credit from *** and who knows if I am going to be able to rebook the cruise due to this pandemic. People CAN Not afford to be out of that much money.
Expedia.com Response
• Aug 05, 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 Kimberly N. Ramsey.On June
19, 2019 the customer purchased roundtrip flights for two passengers with *** Airlines for travel from April 18, 2020 through April 25, 2020, and Travel Guard
cancelation coverage. The flight air fare purchased was nonrefundable with no
changes allowed.The
coverage provided specified services and coverages with limits and restrictions
on the travel purchased for the dates purchased. The coverage might not cover
new air fare purchases, even if the original ticket was used as credit towards
them. Whether or not the coverage would extend would be at the digression of
Travel Guard, based on the terms of the coverage. This letter may serve as
proof that the tickets were exchanged.The
tickets were exchanged on April 15, 2020 to travel from August 29, 2020 through
September 5, 2020. The change fee was waived, and the exchange was even. With
an even exchange there is no fare difference and the same cabin, class and
route is provided with new dates. Some flex policies of the airlines allowed even
exchanges to dates that were beyond 30 days of the original flights due to the
global pandemic.We
contacted *** Airlines and were advised that if the customer cancels their
flights at least two hours prior to the start of travel on August 29, 2020,
they can hold the value of the ticket for future credit without paying a change
fee. If used as credit, the tickets would be good for the same passengers, on
*** Airlines, for travel completed by September 30, 2022, with he same
country of origin. 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 06, 2020
Complaint: ***
I am rejecting this response because: it was not once address that I could have received a full refund because I purchased travel guard insurance for this specific reason. Because Expedia failed to update the transfer of tickets to travel guard I can’t file a claim. This is wrong. This is A Lot of money and I don’t know if we will be traveling and when to be able to meet the guidelines from *** by 9/2022 with everything that is going on I’m this world being unknown I’m the pandemic. My husband has now tested positive for COViD and we were at the ER last night due to developing pneumonia. So who knows any outcomes of that. I think it’s pretty unfair that I purchased travel protection for a reason in event of an emergency to be able to potentially get my money back if something were to go wrong and now I’m out. I feel that this is wrong on Expedia and *** part taking people’s money like this with no opportunity of a refund. I am now one income with my husband having Covid and I feel like expedia and *** are in it for the profit which is wrong. The tickets are not being used and not sure if they will be. Just refund me the money so I can pay bills and potential doctor bills now.
I originally booked a hotel for the wrong dates (June 30-July 1) so I went in to the update itinerary option on my Expedia account and updated it. There was nothing that led me to believe this did not work because there were no errors. The day before my trip I pulled up the reservation in my online account to get the address, etc. and saw that it did not update to June 23-June 24. I called the hotel and was able to get the rooms changed but they said I also had to call Expedia. I did and since the reservation was only a day away Expedia said the rooms were more expensive now and charged me $47.12 x2 rooms ($97.24). I had to pay because I needed the rooms to attend a funeral and did not have time to dispute. I did describe to the agent that I had updated this online and they told me there was nothing they could do to help me. So I am back from my trip and called Expedia to dispute the charges and was told there was nothing they could do. I asked for a supervisor and she was even less helpful by continually repeating "Sorry but there is nothing else we can do". I even asked for an email address so I could send this complaint in, just in case she wasn't understanding that their online tool didn't work and she told me "she has given me all the information she could give me and she was just going to keep repeating herself". I asked to escalate and she said she was the highest person I could be transferred to so I asked how she did not have an email address that I could use to contact the company and she just repeated exactly what I already typed. I was disputing the charge because I find it unfair to charge me the difference in room cost when I updated the dates online a week out and there was not a difference in room cost then. Since the online back end systems did not update I am left with this additional charge. I understand the cost of the rooms being more the closer you get to the check in date; however, it is not fair when I used the self service tools and they did not work. Below is the information on the room in case you needed it for your investigation. I feel it is unfair to not take care of your customers when your online systems fail. Itinerary - *** by *** Carlsbad, Carlsbad, Jun 23 - Jun 24 (Itinerary #***) Confirmation #
Expedia.com Response
• Jul 31, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on June 19, 2020 via Expedia's website for 2 rooms for arrival on June 30, 2020 and departure on July 1, 2020. I have also confirmed a confirmation email for this booking was sent.
The customer contacted us on June 22, 2020 and requested the check-in date to be changed to June 23, 2020 and check out to be June 24, 2020. The requested change resulted in a rate increase due to the nightly rates being higher for that date. The change was made and a new confirmation email was sent.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
Upon receiving the customer's request we reviewed our logs and we were unable to find record of degradation that would have caused the change to not complete.
As a gesture of goodwill, we have issued a refund for the rate difference on one of the rooms. The refund, in the amount of $47.12, will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Due to COVID-19 I am not able to travel to Italy as planned. My flight out was cancelled and still is today. The airline is grounded for the foreseeable future. I had a three night stay booked through Expedia at *** in Rome that needs to be reimbursed. The hotel refers me back to the point of purchase which is Expedia and refuses to refund. Expedia has done the exact same thing. I was travelling with another couple who are in the exact same circumstance. They WERE refunded the three night stay at the same hotel for the same time. Expedia is not being transparent as to why some people received refunds and others do not especially given the situation is exactly the same. I have spent countless frustrating hours, being shuffled from one person to another, during these past four months trying to have my money refunded. I am told now that my only option now is to take legal action. This is completely unacceptable when clearly others have received refunds and justifiably so given the global travel restrictions. It seems it depends on which Expedia corporate supervisor you get as to wether a refund will be issued. I cannot leave Canada for Italy. I will not be travelling at all. I have spoken to corporate level supervisors who don’t seem to be current on how COVID has impacted countries around the globe. My family member was told she receives a refund because due to Covid, policies have been revised. The corporate supervisor I spoke to continually debunked that. In fact, there is a message on their cancellation travel alert website saying exactly this: many partners are offering revised policies due to the global pandemic. I expect the same compensation and treatment due to this unforeseen and unprecedented global pandemic that others have received from Expedia.
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 were created on December 01, 2019 via the Expedia website for arrival on July 03, 2020 and departure on July 05, 2020 and arrival on July 15, 2020 and departure on July 16, 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.
As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible.
The voucher is issued through Expedia.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.
Resolution:
We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.
We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.
We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I booked a hotel at the *** hotel in Wyoming through expedia for a trip in in May 2020
I was notified it had to be canceled due to the pandemic
Expedia issued me a $811 coupon the cost of the trip And it only could be used at the same hotel. I tried to re book the rooms for September 12 and 13 2020. Thy said there are no rooms available for those 2 nights. They won’t credit my cc or let me use the coupon for another hotel This is unacceptable I never cancels the rooms they did. $811 is a lot of money to just throw it away. It’s unreasonable
Expedia.com Response
• Aug 05, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on 01 MAR 2020 via Expedia mobile app for arrival on May 09, 2020 and departure on May 11, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** Hotel, they have agreed to a future travel voucher for the booking.The voucher was issued through Expedia in the amount of $811.00. We see that the customer has used this voucher for an upcoming stay at the *** Hotel from September 12 to September 14, 2020.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.
Since the voucher has been issued and used by the customer, 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
We bought tickets on *** via Expedia. *** has said three times now that we are eligible for a full refund on our tickets because they canceled our flight. Expedia keeps telling us they can only give us vouchers to be used in the next year.
Expedia.com Response
• Aug 08, 2020
August 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased five roundtrip tickets with *** for travel to
Geneva, Switzerland on June 18, 2020, with a return on July 10, 2020, via
itinerary ***.The
number of refund requests have been unprecedented for travel suppliers due to
the global pandemic. We have received the needed authorization to process the
refund requested and have started the process. The refund should show within
two credit card statements. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had purchased a bundle trip through expedia that would take place in May and it was a hotel and flight reservation from Boston to Bahamas on May 15th. Once the pandemic hit I called and tried to cancel my reservation and mind you I also purchased insurance for the trip. I spent a cumulative time of 11+ hours trying to get through and finally when I did the call took 1 hour and then the agent kept going in circles and putting me on hold. It was by far the worst customer experience I've had. They told me I was going to receive a credit for my flight and hotel and I never got the refund for the flight which was $1200. I filed a dispute with my credit company and they told me expedia overturned it and I was responsible for the fees. I called expedia yesterday and spoke with the dispute department. The woman claimed the systems were down and she couldn't help me. I called again a few hours later, same woman answers and said the systems are down and my dispute has been closed and there will be no refunds. I am beyond disgusted with the customer service and also the fact a company can take your money when not having provided a service when there is a travel ban in place due to COVID. I will NEVER book a trip through expedia and they seriously need to be looked into as they are a scam. I have never been so horrified by such an unethical business.
Expedia.com Response
• Aug 05, 2020
August 4,
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 three nights with the ***, in Nassau,
Bahamas, and roundtrip flights, plus vacation coverage. The hotel
was refunded on March 29, 2020 from Expedia. The flights were approved for refund
by ***. The flight refund was processed on August 5, 2020. The refund
posting may take some time depending on the processing time of the 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
I purchased a reservation for flights going to Orlando Florida in February for my children there mother my grandkids and myself. The flights were scheduled for April 13th - April 18th. Due to covid 19 we were offered a cancellation. I received a series of emails offering a refund and credits. I accepted the offers due to the nature of the situation. I later opted to use the funds with this company recently to go on another flight in which did not include my children and family. But my girlfriend instead. I was told that I could only spend my money on another flight that included my family and wasn’t allowed to spend my money on nothing else. I understand due to covid that things needed to be cancelled and I’m not blaming them for that situation but we’re all affected by covid and this situation. So I have no understanding why if I paid my money for a service that they were unable to fulfill why I can’t use the credit which is my money to spend it how I need it. I want to book another flight through them but I’m not paying them again when I have money through credits with them. They refused to allow a change. That is capitalism and I believe it to be illegal. So I’m asking for your help to assist me with this matter.
Expedia.com Response
• Aug 05, 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 four sets of tickets as combined one way flight for travel
from Washington, DC to Orlando, FL, departing with *** Airlines on April
13, 2020, and returning with *** on April 18, 2020, via itinerary ***.We were
able to secure the refund of all of the tickets. The refund from *** will
be $493.64; and, the refund from *** Airlines will be $273.60.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Aug 19, 2020
I paid for two separate flights which included the above set of flights and an additional set of for flights for four different people (I was unable to purchase a flight with eight people due to their limit at time of purchase. All paid with the same card on the same day. And I want the refund for those four flights (round trip) also. I spoke with Expedia on the matter at the time but it seems they aren’t trying to be of good business
Expedia.com Response
• Aug 19, 2020
August 19, 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 ***.We did not locate flights for other passengers that match
the combined one way schedule of *** Airlines and *** that was on the
previous itinerary. Please submit a new complaint for the other itinerary in question.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
I made a hotel reservation on Expedia.com in Jan 2020. At the time of booking the terms and conditions stated it was free cancellation prior to June 02. On booking I paid 50% of the cost, a deposit of $1150. I then cancelled the reservation on May 14 2020, so in accordance with the booking conditions I should have gotten a refund of my deposit. I did not receive a refund and have now spent multiple hours on the phone and over email chasing this with Expedia. Expedia are stating that the hotel are now saying it was a non refundable booking and I can not have my money back.
Expedia are refusing to help and are saying that as the hotel charged me they can not refund me. My argument is that I made the booking on Expedia, I have a confirmation email at the time of booking from Expedia, and I have a confirmation of cancellation from Expedia stating I would be issued a refund.
My view is that a mistake has been made somewhere between the hotel and Expedia - perhaps the hotel stated it was non nonrefundable on their contract and then Expedia entered the incorrect information on the site.
Either way - I have not made a mistake. I entered into a contract through Expedia.com and am asking them to honor their terms and conditions. I am not looking for an exception, I am simply asking for the refund I am entitled to as per the booking conditions they stated very clearly on their site.
Itinerary Number - ***
I have copies of the confirmation email and cancellation email should you need them.
Thank you.
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 15, 2020 via the Expedia website for arrival on July 2, 2020 and departure on July 10, 2020. At the time of booking the customer selected a hotel collect reservation and agreed to the following payment terms and cancellation policy:You will be charged deposits by the property based on the following schedule, 50 percent (after booking).Free cancellation! Deposits are fully refundable if canceled before 11:59 PM local hotel time, June 2, 2020.Room cancellations made after 11:59 PM local hotel time, June 2, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.Our records indicate the booking was cancelled on May 14, 2020 via Expedia's website. As the *** is the billing merchant for the reservation, the refund will come from the property directly. We have contacted them and they will handle coordinating the refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the refund will be coming from ***, we are unable to provide an exact refund timeline. If the customer has additional questions about the refund, we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I received a flight credit from expedia.com for the cancelled flight to Italy because of the Covid19. The amount of the flight credit per person was $854.16 a total of $1708.32 for two people. Now, I want to use that flight credit to fly from Tampa to San Francisco 11/04/2020 - 11/08/2020. The expedia.com website rightnow is showing $572.40 for two people to fly from Tampa to SFO RT. But when I called them to use my flight credits they told me it's $711.40 per person RT. I believe this is not fair for me as a consumer.
Expedia.com Response
• Jul 31, 2020
July 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 Mr. *** regarding Flight reservation.Our records indicate that on October 25, 2020, Mr. *** or an authorized user of the Expedia account, self-booked a flight and hotel reservation for two travelers, under itinerary ***. Travel was aboard *** Airlines, departing on March 23, 2020, from Tampa, FL, *** States to Rome, Italy, returning on March 30, 2020. The hotel stay at was at Hotel ***, located in Rome, Italy for the same dates. This included the Travel Protection Vacation Waiver.We understand Mr. *** is requesting a refund of his flight cost.On April 25, 2020, Hotel *** approved refund and was processed for the $ 875.02 back to Mr. *** to original form of payment. Because of the extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are processing a high volume of refund requests and refunds are taking a bit longer than normal. It can take up to two billing cycles for the refund to be completely processed.On June 30, 2020, Expedia contacted *** Airlines on behalf of Mr. *** Airlines informed Expedia that it is providing Mr. *** a flight credit. The tickets must be re booked/reissued by October 25, 2021, and *** Airlines is waiving the change fees.*** Airlines has informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an intermediary, are bound by *** Airlines policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate Mr. *** request.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Ivette ***Corporate Correspondence Team
Customer Response
• Aug 01, 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.
Expedia refund policy during Covaid-19 is predatory and does not reflect the true condition as defined in the statement below.
I am tracking down my refund for this cancelled Expedia booking (Itinerary # ***) which was cancelled due to Covid-19. The booking was cancelled once it was determined that there were safety issues with travel and pending restrictions including self-distancing, along with risks surrounding resource availability(food & restaurants).
The email thread below highlights the fact that the ***(*** Hotel Group) was notified in advance of our cancellation and that they received no funds from Expedia tied to this reservation.
Please respond to this email with current status of our cancellation\refund.
Expedia.com Response
• Jul 31, 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 February 12, 2020 via the Expedia website for arrival on March 22, 2020 and departure on March 28, 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.
We were unable to find any record of contact to our customer care team prior to contacting the Revdex.com. However, we have confirmed with the hotel that they were open during the dates of this reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
After further review with the hotel, we were able to get the hotel to waive the charges and have issued a refund in the amount of $1,636.58. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I have cancelled my hotel booking in advance because of travel restrictions due to COVID-19. I received cancellation confirmation by the hotel who informed me the expedia group is responsible for my refund.
I have paid the hotel booking in full and received payment confirmation on the 27th of July 2019 from the Expedia group email: *** from a website *** but
I have not received my refund and I can not get a hold of anyone to discuss the matter.
Product_Or_Service: Hotel reservation paid in full
Expedia.com Response
• Jul 02, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on July 27, 2019 for arrival on July 2, 2020 and departure on July 6, 2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 AM local hotel time, Wednesday, June 3, 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.As this booking was cancelled outside of penalty on May 29, 2020, a full refund was issued in the amount of 1257.80 EUR. Due to unprecedented volume of travel disruptions, refunds may take up to 30 days to process. 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. Please note, due to the unprecedented amount of refunds currently being issued for COVID-19, all refunds being issued through Expedia Group brands may take up to 30 days to process and post to our customer’s account. Unfortunately, there is nothing we can do to expedite the refund process.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Marie K. Global Escalations Agent
Customer Response
• Jul 03, 2020
Complaint: ***
I am rejecting this response because:
I have not received the refund. The reply was sent to me on 2 July. The message states it can take up to 30 days for refunds. I’ve cancelled the booking on the 29th of May. Today is the 3rd of July. That is over 30 days and I have not received the refund.I would like official proof of refund payment to my account.
Once I receive proof of payment I will be satisfied.
Sincerely
Expedia.com Response
• Jul 29, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer is stating they have not received a refund for itinerary ***.The customer is requesting proof the refund has been submitted and processed.Findings:According to our records, we show this reservation was made and billed through our partner travel company ***. As we have confirmed the refund has been successfully processed back to ***, the information can not be provided by Expedia Group as we are not the billing merchant for this reservation.Resolution:The guest will need to contact *** to inquire of this reservation and proof of refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Tyler R.Customer Relations Specialist
Customer Response
• Jul 31, 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 have spent over 3 months and 30 hours of my time attempting to receive a refund for a business trip that was interrupted due to the pandemic. Expedia has done everything in its power to hinder the refund. Including regularly being dishonest and deceptive. In fact, even after finally issuing a refund receipt last month, and being assured numerous times that the refund was in process, I was told last week that Expedia decided to transfer my case to an "outside company" for resolution, yet another tactic to avoid issuing a refund. The current level of incompetency and unethical practices at Expedia is astounding. At a time when people need reliable, honest help, it is shameful that this company is making people's lives more stressful and doing the wrong thing at every turn. The Revdex.com should definitely rethink its rating, as this company has clearly demonstrated that it does not care about its customers.
Please note: This is a "0" star rating.
I am unable to get a refund after re-booking the same exact trip on Expedia's website. The wedding I was going to attend was rescheduled due to the Covid-19 shutdown and stay at home orders in the state of Florida. I was forced to cancel my complete trip online due to unable to reach a live agent via phone numerous times for extended hold times exceeding four hours at a time. The only option I had was to cancel my trip online the day prior to my scheduled trip. Now I can only get a travel waiver that is unacceptable to use. Neither the airline nor Expedia is taking into consideration that I paid the price in duplicate. Expedia has failed to provide good customer service to satisfy a long-abiding customer. They are not willing to make amends. After three hours on hold, I was told by a supervisor that I was to blame for cancelling the order. This is not acceptable customer service. Expedia has not reached a viable solution with me and fails to accept blame for not allowing customers the opportunity to change the itinerary versus cancelling which was the only and sole option online. This is poor customer service both online and via telephone. I have wasted hours and days of my personal time trying to get my refund.
Expedia.com Response
• Aug 05, 2020
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package *** by *** Iselin / Woodbridge for five
nights with check in April 1, 2020, roundtrip flights, a car and vacation
coverage.The package
was canceled. The hotel and car were cancelled. The flights were nonrefundable,
but the tickets may be reissued towards a new flight purchase with *** during the validity of the tickets.Hold times
might be longer than normal as many travelers are seeking assistance due to the
unprecedented situation with the global pandemic. Agents are available 24 ours
per day and hold times are lighter during off peak hours. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia is trying to violate the policy of *** by giving refund for flights with a redemption of 8 months instead adhering the *** policy of 1 to 2 year voucher.Im trying to get a full refund or a voucher that is redeemable for the allocated time *** has in there policy that Expedia policy has to abide by
Expedia.com Response
• Aug 05, 2020
August 4,
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
February 12, 2020 the customer purchased a package with six nights at the *** Hotel *** Resort, for check in on July 15, 2020, with roundtrip *** flights and vacation waiver via itinerary ***.The
canceled the package and received a refund of the hotel room. The flights were
nonrefundable. Under normal policies and circumstances, flight credits with *** can be reissued within one year of the original purchase date. This
information was provided and agreed to by the customer at the time of booking. In
this case the purchase date was February 12, 2020. Expedia has no control over vendor
terms and conditions, including validity dates.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 05, 2020
Complaint: ***
I am rejecting this response because: Where am I going to travel within 1 year that doesnt have COVID 19 cases and thats safe to for and with pre teen children that don't risk there life. Also if they are infected with covid due to being forced to travel will the airline take full responsibility and liability for the health of myself and my family being that theres no temperature tests or medical clearance needed to board and depart from New York/Miami and other airports around the united states.Theres jobs being sued right now over having a lack of safety measures to protect employees and clients.
Sincerely
I booked a 7 day trip through Expedia but because of an emergency, I had to cut my trip 2 days short. I contacted Expedia and was promised that there would be an adjustment and refund made. On 29 June 2020, I was notified through email that No adjustment nor refund would be made. Very upsetting from a what I thought was a upstanding company!!!!!!!
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Our records show on June 9, 2020, Mr. or an authorized Expedia account user self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Jacksonville, FL departing on June 19, 2020 and returning on June 25, 2020. The package included a car rental, collision insurance with a hotel stay at *** by *** Jacksonville Airport for a check in on June 19, 2020, and a check out on June 25, 2020, for a total of $1,335.44. We understand Mr. is seeking compensation for reducing his trip by two days, based on a change of plans. On June 21, 2020, Mr. contacted Expedia to alter his return flight to depart two days earlier. At no additional cost Expedia issued a return ticket departing on, June 23, 2020, however, we advised Mr. that a part of choosing to voluntarily change a flight there could be a payment collected. But we discovered that the ticket price was the same, although the fare is non-refundable for changes he selected. Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subjected to the rules and restrictions of those providers. Expedia does not own or operate *** Airlines and we cannot provide a refund unless approved by that airline for changing Mr. flight and we must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr. Harris, prior to him agreeing to book the package reservation:*** Airlines Policy: Tickets are nonrefundable and charge a fee for changes to the itinerary. *** by *** Jacksonville Airport: Cancellations or changes made after 3:00 AM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.*** Car Rental: No refunds or credits for unused rental days.Collision Damage Plan: Becomes non-refundable at the beginning of the tripMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Between June 24, 2020 to June 28, 2020, Mr. contacted Expedia to request a refund for voluntarily changing his hotel and car rental dates. We then advocated on Mr. behalf by contacting both the *** by *** and *** Rental to request a refund based on their non-refundable restrictions. The *** by *** and *** Rental denied our refund requests citing their individual booking policies. Therefore, we were unable to obtain the exceptions needed to process the refunds for either accommodation. On August 5, 2020, Expedia issued a $100.00 hotel voucher to Mr. Expedia account. The voucher will expire on September 30, 2021. Kindly visit Expedia’s website to review the terms and conditions associated with the coupon. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. Due to the information provided above Expedia is unable to honor Mr. refund request.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
I booked a trip at a hotel in Florida through Expedia. The hotel was closed due to covid at the time of my reservation. I have been looking for a voucher or refund since cancelling the reservation on March 19th. The hotel stated numerous times that Expedia has my refund, however Expedia states that it does not.
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on October 8, 2019 via Expedia Website for arrival on March 26, 2020 and departure on March 29, 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 1,136.28 USD. The refund processed on our side on July 13, 2020. In the event the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance. 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 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
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!!!
Purchased a Vegas trip back in 7/8/2019, Due to the COVID-19 the trip was cancelled. I was told that a refund would go to the card that was used. I explained to them that the account was closed back in September 2019. I have called with my banker and we both tried to explained that the account was closed. They told both myself and my banker that the money was sent to the bank. My banker did some research and found that no attempt was made to issue a refund. We have spent countless hours on the phone with Expedia and they just keep going around in circles, saying wait 30 days we have waited 60 days and still have no refund. I have asked Expedia to issue a check refund to which I get the same answer to wait. Expedia you took my money and refuse to give me a refund. Reference
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on July 06, 2019, via Expedia's website for arrival on May 14, 2020 and departure on May 18, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made after 3:00 PM local hotel time, Monday, May 11, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The booking was cancelled on May 07,2020 by the hotel and a refund was initiated the same day. The customer contacted our chat agents on May 24, 2020 to check on the status of their refund. Our agent advised the customer that the refund was in the process and it can take up to 30 days. The customer advised they will wait the 30 days and come back to us because they no longer have that credit card or an account with that bank. Our systems show the bank processed the refund on May 25, 2020.
The customer contacted us on multiple occasions between May 24, 2020 and June 29, 2020 to check on the status of the refund.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We were able to coordinate the refund with the customer on July 7, 2020 by processing the refund to a different credit card. That refund shows it was processed by the bank on July 10, 2020. 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
In March, I booked an airline ticket through Expedia from San Antonio, TX to Boston, MA and return June 19-29. Yesterday when checking in with *** for my return flight, I was informed the flights had been changed. The *** agent told me and Expedia was responsible for contacting me and changing flights. I was unable to get to San Antonio as planned. I spent the night in a hotel in Atlanta, GA I had to pay for and was rebooked for a flight this morning. I was unable to work today, June 30.
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 flight reservation. We understand the customer is requesting a refund of the changed flight and compensation for hotel, meals and lost revenue.
Our records indicate the on March 9, 2020 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 Combined One Way Fare with *** Airlines from San Antonio, TX, to Boston, MA, departing on June 19, 2020. Also a Combined One Way Fare with *** from Boston, MA, to San Antonio, TX, departing on June 29, 2020.
Upon review, on June 29, 2020 there was an airline schedule change.
On June 29, 2020 , Mr. contacted Expedia via phone from the airport and requested compensation since flight is cancelled and no one informed him. While speaking with an Expedia agent unable to hear the customer , then the call dropped.
Please be advised there are no recorded attempts from Mr. to contact us again after the call dropped June 29, 2020 , and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or compensation with ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was informed by *** that it was Expedia's job to inform me that the flight I originally paid for had been changed, since I purchased the ticket through them. No one ever did inform me, resulting in the lost revenue described in the complaint. If *** never informed Expedia, then someone is lying.
Sincerely
I had an original flight listed for April 2020 and COVID caused issues with my cruise so I contacted Expedia.com to change my flight because our cruise was changed to September. Exepdia failed to update the date changes with Travel Guard whom I purchased flight insurance through when I got my flight through expedia. When I contacted Travel Guard because I know have to cancel my flight due to the cruise being cancelled due to COVID they told me the have expedia update the flight information for them so I can file a claim. Exepdia is now telling me that they can't change the dates because April has already past. So now it looks like I can't file a claim and I am now potentially out of over $500 because I will probably get a credit from *** and who knows if I am going to be able to rebook the cruise due to this pandemic. People CAN Not afford to be out of that much money.
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 Kimberly N. Ramsey.On June
19, 2019 the customer purchased roundtrip flights for two passengers with *** Airlines for travel from April 18, 2020 through April 25, 2020, and Travel Guard
cancelation coverage. The flight air fare purchased was nonrefundable with no
changes allowed.The
coverage provided specified services and coverages with limits and restrictions
on the travel purchased for the dates purchased. The coverage might not cover
new air fare purchases, even if the original ticket was used as credit towards
them. Whether or not the coverage would extend would be at the digression of
Travel Guard, based on the terms of the coverage. This letter may serve as
proof that the tickets were exchanged.The
tickets were exchanged on April 15, 2020 to travel from August 29, 2020 through
September 5, 2020. The change fee was waived, and the exchange was even. With
an even exchange there is no fare difference and the same cabin, class and
route is provided with new dates. Some flex policies of the airlines allowed even
exchanges to dates that were beyond 30 days of the original flights due to the
global pandemic.We
contacted *** Airlines and were advised that if the customer cancels their
flights at least two hours prior to the start of travel on August 29, 2020,
they can hold the value of the ticket for future credit without paying a change
fee. If used as credit, the tickets would be good for the same passengers, on
*** Airlines, for travel completed by September 30, 2022, with he same
country of origin. 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: it was not once address that I could have received a full refund because I purchased travel guard insurance for this specific reason. Because Expedia failed to update the transfer of tickets to travel guard I can’t file a claim. This is wrong. This is A Lot of money and I don’t know if we will be traveling and when to be able to meet the guidelines from *** by 9/2022 with everything that is going on I’m this world being unknown I’m the pandemic. My husband has now tested positive for COViD and we were at the ER last night due to developing pneumonia. So who knows any outcomes of that. I think it’s pretty unfair that I purchased travel protection for a reason in event of an emergency to be able to potentially get my money back if something were to go wrong and now I’m out. I feel that this is wrong on Expedia and *** part taking people’s money like this with no opportunity of a refund. I am now one income with my husband having Covid and I feel like expedia and *** are in it for the profit which is wrong. The tickets are not being used and not sure if they will be. Just refund me the money so I can pay bills and potential doctor bills now.
Sincerely
I originally booked a hotel for the wrong dates (June 30-July 1) so I went in to the update itinerary option on my Expedia account and updated it. There was nothing that led me to believe this did not work because there were no errors. The day before my trip I pulled up the reservation in my online account to get the address, etc. and saw that it did not update to June 23-June 24. I called the hotel and was able to get the rooms changed but they said I also had to call Expedia. I did and since the reservation was only a day away Expedia said the rooms were more expensive now and charged me $47.12 x2 rooms ($97.24). I had to pay because I needed the rooms to attend a funeral and did not have time to dispute. I did describe to the agent that I had updated this online and they told me there was nothing they could do to help me. So I am back from my trip and called Expedia to dispute the charges and was told there was nothing they could do. I asked for a supervisor and she was even less helpful by continually repeating "Sorry but there is nothing else we can do". I even asked for an email address so I could send this complaint in, just in case she wasn't understanding that their online tool didn't work and she told me "she has given me all the information she could give me and she was just going to keep repeating herself". I asked to escalate and she said she was the highest person I could be transferred to so I asked how she did not have an email address that I could use to contact the company and she just repeated exactly what I already typed. I was disputing the charge because I find it unfair to charge me the difference in room cost when I updated the dates online a week out and there was not a difference in room cost then. Since the online back end systems did not update I am left with this additional charge. I understand the cost of the rooms being more the closer you get to the check in date; however, it is not fair when I used the self service tools and they did not work. Below is the information on the room in case you needed it for your investigation. I feel it is unfair to not take care of your customers when your online systems fail. Itinerary - *** by *** Carlsbad, Carlsbad, Jun 23 - Jun 24 (Itinerary #***) Confirmation #
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on June 19, 2020 via Expedia's website for 2 rooms for arrival on June 30, 2020 and departure on July 1, 2020. I have also confirmed a confirmation email for this booking was sent.
The customer contacted us on June 22, 2020 and requested the check-in date to be changed to June 23, 2020 and check out to be June 24, 2020. The requested change resulted in a rate increase due to the nightly rates being higher for that date. The change was made and a new confirmation email was sent.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
Upon receiving the customer's request we reviewed our logs and we were unable to find record of degradation that would have caused the change to not complete.
As a gesture of goodwill, we have issued a refund for the rate difference on one of the rooms. The refund, in the amount of $47.12, will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Due to COVID-19 I am not able to travel to Italy as planned. My flight out was cancelled and still is today. The airline is grounded for the foreseeable future. I had a three night stay booked through Expedia at *** in Rome that needs to be reimbursed. The hotel refers me back to the point of purchase which is Expedia and refuses to refund. Expedia has done the exact same thing. I was travelling with another couple who are in the exact same circumstance. They WERE refunded the three night stay at the same hotel for the same time. Expedia is not being transparent as to why some people received refunds and others do not especially given the situation is exactly the same. I have spent countless frustrating hours, being shuffled from one person to another, during these past four months trying to have my money refunded. I am told now that my only option now is to take legal action. This is completely unacceptable when clearly others have received refunds and justifiably so given the global travel restrictions. It seems it depends on which Expedia corporate supervisor you get as to wether a refund will be issued. I cannot leave Canada for Italy. I will not be travelling at all. I have spoken to corporate level supervisors who don’t seem to be current on how COVID has impacted countries around the globe. My family member was told she receives a refund because due to Covid, policies have been revised. The corporate supervisor I spoke to continually debunked that. In fact, there is a message on their cancellation travel alert website saying exactly this: many partners are offering revised policies due to the global pandemic. I expect the same compensation and treatment due to this unforeseen and unprecedented global pandemic that others have received from Expedia.
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 were created on December 01, 2019 via the Expedia website for arrival on July 03, 2020 and departure on July 05, 2020 and arrival on July 15, 2020 and departure on July 16, 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.
As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible.
The voucher is issued through Expedia.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.
Resolution:
We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.
We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.
We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
I booked a hotel at the *** hotel in Wyoming through expedia for a trip in in May 2020
I was notified it had to be canceled due to the pandemic
Expedia issued me a $811 coupon the cost of the trip And it only could be used at the same hotel. I tried to re book the rooms for September 12 and 13 2020. Thy said there are no rooms available for those 2 nights. They won’t credit my cc or let me use the coupon for another hotel This is unacceptable I never cancels the rooms they did. $811 is a lot of money to just throw it away. It’s unreasonable
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 01 MAR 2020 via Expedia mobile app for arrival on May 09, 2020 and departure on May 11, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** Hotel, they have agreed to a future travel voucher for the booking.The voucher was issued through Expedia in the amount of $811.00. We see that the customer has used this voucher for an upcoming stay at the *** Hotel from September 12 to September 14, 2020.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.
Since the voucher has been issued and used by the customer, 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
We bought tickets on *** via Expedia. *** has said three times now that we are eligible for a full refund on our tickets because they canceled our flight. Expedia keeps telling us they can only give us vouchers to be used in the next year.
August 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased five roundtrip tickets with *** for travel to
Geneva, Switzerland on June 18, 2020, with a return on July 10, 2020, via
itinerary ***.The
number of refund requests have been unprecedented for travel suppliers due to
the global pandemic. We have received the needed authorization to process the
refund requested and have started the process. The refund should show within
two credit card statements. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had purchased a bundle trip through expedia that would take place in May and it was a hotel and flight reservation from Boston to Bahamas on May 15th. Once the pandemic hit I called and tried to cancel my reservation and mind you I also purchased insurance for the trip. I spent a cumulative time of 11+ hours trying to get through and finally when I did the call took 1 hour and then the agent kept going in circles and putting me on hold. It was by far the worst customer experience I've had. They told me I was going to receive a credit for my flight and hotel and I never got the refund for the flight which was $1200. I filed a dispute with my credit company and they told me expedia overturned it and I was responsible for the fees. I called expedia yesterday and spoke with the dispute department. The woman claimed the systems were down and she couldn't help me. I called again a few hours later, same woman answers and said the systems are down and my dispute has been closed and there will be no refunds. I am beyond disgusted with the customer service and also the fact a company can take your money when not having provided a service when there is a travel ban in place due to COVID. I will NEVER book a trip through expedia and they seriously need to be looked into as they are a scam. I have never been so horrified by such an unethical business.
August 4,
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 three nights with the ***, in Nassau,
Bahamas, and roundtrip flights, plus vacation coverage. The hotel
was refunded on March 29, 2020 from Expedia. The flights were approved for refund
by ***. The flight refund was processed on August 5, 2020. The refund
posting may take some time depending on the processing time of the 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
I purchased a reservation for flights going to Orlando Florida in February for my children there mother my grandkids and myself. The flights were scheduled for April 13th - April 18th. Due to covid 19 we were offered a cancellation. I received a series of emails offering a refund and credits. I accepted the offers due to the nature of the situation. I later opted to use the funds with this company recently to go on another flight in which did not include my children and family. But my girlfriend instead. I was told that I could only spend my money on another flight that included my family and wasn’t allowed to spend my money on nothing else. I understand due to covid that things needed to be cancelled and I’m not blaming them for that situation but we’re all affected by covid and this situation. So I have no understanding why if I paid my money for a service that they were unable to fulfill why I can’t use the credit which is my money to spend it how I need it. I want to book another flight through them but I’m not paying them again when I have money through credits with them. They refused to allow a change. That is capitalism and I believe it to be illegal. So I’m asking for your help to assist me with this matter.
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 four sets of tickets as combined one way flight for travel
from Washington, DC to Orlando, FL, departing with *** Airlines on April
13, 2020, and returning with *** on April 18, 2020, via itinerary ***.We were
able to secure the refund of all of the tickets. The refund from *** will
be $493.64; and, the refund from *** Airlines will be $273.60.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 paid for two separate flights which included the above set of flights and an additional set of for flights for four different people (I was unable to purchase a flight with eight people due to their limit at time of purchase. All paid with the same card on the same day. And I want the refund for those four flights (round trip) also. I spoke with Expedia on the matter at the time but it seems they aren’t trying to be of good business
August 19, 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 ***.We did not locate flights for other passengers that match
the combined one way schedule of *** Airlines and *** that was on the
previous itinerary. Please submit a new complaint for the other itinerary in question.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
I made a hotel reservation on Expedia.com in Jan 2020. At the time of booking the terms and conditions stated it was free cancellation prior to June 02. On booking I paid 50% of the cost, a deposit of $1150. I then cancelled the reservation on May 14 2020, so in accordance with the booking conditions I should have gotten a refund of my deposit. I did not receive a refund and have now spent multiple hours on the phone and over email chasing this with Expedia. Expedia are stating that the hotel are now saying it was a non refundable booking and I can not have my money back.
Expedia are refusing to help and are saying that as the hotel charged me they can not refund me. My argument is that I made the booking on Expedia, I have a confirmation email at the time of booking from Expedia, and I have a confirmation of cancellation from Expedia stating I would be issued a refund.
My view is that a mistake has been made somewhere between the hotel and Expedia - perhaps the hotel stated it was non nonrefundable on their contract and then Expedia entered the incorrect information on the site.
Either way - I have not made a mistake. I entered into a contract through Expedia.com and am asking them to honor their terms and conditions. I am not looking for an exception, I am simply asking for the refund I am entitled to as per the booking conditions they stated very clearly on their site.
Itinerary Number - ***
I have copies of the confirmation email and cancellation email should you need them.
Thank you.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 15, 2020 via the Expedia website for arrival on July 2, 2020 and departure on July 10, 2020. At the time of booking the customer selected a hotel collect reservation and agreed to the following payment terms and cancellation policy:You will be charged deposits by the property based on the following schedule, 50 percent (after booking).Free cancellation! Deposits are fully refundable if canceled before 11:59 PM local hotel time, June 2, 2020.Room cancellations made after 11:59 PM local hotel time, June 2, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.Our records indicate the booking was cancelled on May 14, 2020 via Expedia's website. As the *** is the billing merchant for the reservation, the refund will come from the property directly. We have contacted them and they will handle coordinating the refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the refund will be coming from ***, we are unable to provide an exact refund timeline. If the customer has additional questions about the refund, we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I received a flight credit from expedia.com for the cancelled flight to Italy because of the Covid19. The amount of the flight credit per person was $854.16 a total of $1708.32 for two people. Now, I want to use that flight credit to fly from Tampa to San Francisco 11/04/2020 - 11/08/2020. The expedia.com website rightnow is showing $572.40 for two people to fly from Tampa to SFO RT. But when I called them to use my flight credits they told me it's $711.40 per person RT. I believe this is not fair for me as a consumer.
July 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 Mr. *** regarding Flight reservation.Our records indicate that on October 25, 2020, Mr. *** or an authorized user of the Expedia account, self-booked a flight and hotel reservation for two travelers, under itinerary ***. Travel was aboard *** Airlines, departing on March 23, 2020, from Tampa, FL, *** States to Rome, Italy, returning on March 30, 2020. The hotel stay at was at Hotel ***, located in Rome, Italy for the same dates. This included the Travel Protection Vacation Waiver.We understand Mr. *** is requesting a refund of his flight cost.On April 25, 2020, Hotel *** approved refund and was processed for the $ 875.02 back to Mr. *** to original form of payment. Because of the extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are processing a high volume of refund requests and refunds are taking a bit longer than normal. It can take up to two billing cycles for the refund to be completely processed.On June 30, 2020, Expedia contacted *** Airlines on behalf of Mr. *** Airlines informed Expedia that it is providing Mr. *** a flight credit. The tickets must be re booked/reissued by October 25, 2021, and *** Airlines is waiving the change fees.*** Airlines has informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an intermediary, are bound by *** Airlines policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate Mr. *** request.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, 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
Expedia refund policy during Covaid-19 is predatory and does not reflect the true condition as defined in the statement below.
I am tracking down my refund for this cancelled Expedia booking (Itinerary # ***) which was cancelled due to Covid-19. The booking was cancelled once it was determined that there were safety issues with travel and pending restrictions including self-distancing, along with risks surrounding resource availability(food & restaurants).
The email thread below highlights the fact that the ***(*** Hotel Group) was notified in advance of our cancellation and that they received no funds from Expedia tied to this reservation.
Please respond to this email with current status of our cancellation\refund.
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on February 12, 2020 via the Expedia website for arrival on March 22, 2020 and departure on March 28, 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.
We were unable to find any record of contact to our customer care team prior to contacting the Revdex.com. However, we have confirmed with the hotel that they were open during the dates of this reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
After further review with the hotel, we were able to get the hotel to waive the charges and have issued a refund in the amount of $1,636.58. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
I have cancelled my hotel booking in advance because of travel restrictions due to COVID-19. I received cancellation confirmation by the hotel who informed me the expedia group is responsible for my refund.
I have paid the hotel booking in full and received payment confirmation on the 27th of July 2019 from the Expedia group email: *** from a website *** but
I have not received my refund and I can not get a hold of anyone to discuss the matter.
Product_Or_Service: Hotel reservation paid in full
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on July 27, 2019 for arrival on July 2, 2020 and departure on July 6, 2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 AM local hotel time, Wednesday, June 3, 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.As this booking was cancelled outside of penalty on May 29, 2020, a full refund was issued in the amount of 1257.80 EUR. Due to unprecedented volume of travel disruptions, refunds may take up to 30 days to process. 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. Please note, due to the unprecedented amount of refunds currently being issued for COVID-19, all refunds being issued through Expedia Group brands may take up to 30 days to process and post to our customer’s account. Unfortunately, there is nothing we can do to expedite the refund process.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Marie K. Global Escalations Agent
Complaint: ***
I am rejecting this response because:
I have not received the refund. The reply was sent to me on 2 July. The message states it can take up to 30 days for refunds. I’ve cancelled the booking on the 29th of May. Today is the 3rd of July. That is over 30 days and I have not received the refund.I would like official proof of refund payment to my account.
Once I receive proof of payment I will be satisfied.
Sincerely
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer is stating they have not received a refund for itinerary ***.The customer is requesting proof the refund has been submitted and processed.Findings:According to our records, we show this reservation was made and billed through our partner travel company ***. As we have confirmed the refund has been successfully processed back to ***, the information can not be provided by Expedia Group as we are not the billing merchant for this reservation.Resolution:The guest will need to contact *** to inquire of this reservation and proof of refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Tyler R.Customer Relations Specialist
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 have spent over 3 months and 30 hours of my time attempting to receive a refund for a business trip that was interrupted due to the pandemic. Expedia has done everything in its power to hinder the refund. Including regularly being dishonest and deceptive. In fact, even after finally issuing a refund receipt last month, and being assured numerous times that the refund was in process, I was told last week that Expedia decided to transfer my case to an "outside company" for resolution, yet another tactic to avoid issuing a refund. The current level of incompetency and unethical practices at Expedia is astounding. At a time when people need reliable, honest help, it is shameful that this company is making people's lives more stressful and doing the wrong thing at every turn. The Revdex.com should definitely rethink its rating, as this company has clearly demonstrated that it does not care about its customers.
Please note: This is a "0" star rating.
I am unable to get a refund after re-booking the same exact trip on Expedia's website. The wedding I was going to attend was rescheduled due to the Covid-19 shutdown and stay at home orders in the state of Florida. I was forced to cancel my complete trip online due to unable to reach a live agent via phone numerous times for extended hold times exceeding four hours at a time. The only option I had was to cancel my trip online the day prior to my scheduled trip. Now I can only get a travel waiver that is unacceptable to use. Neither the airline nor Expedia is taking into consideration that I paid the price in duplicate. Expedia has failed to provide good customer service to satisfy a long-abiding customer. They are not willing to make amends. After three hours on hold, I was told by a supervisor that I was to blame for cancelling the order. This is not acceptable customer service. Expedia has not reached a viable solution with me and fails to accept blame for not allowing customers the opportunity to change the itinerary versus cancelling which was the only and sole option online. This is poor customer service both online and via telephone. I have wasted hours and days of my personal time trying to get my refund.
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package *** by *** Iselin / Woodbridge for five
nights with check in April 1, 2020, roundtrip flights, a car and vacation
coverage.The package
was canceled. The hotel and car were cancelled. The flights were nonrefundable,
but the tickets may be reissued towards a new flight purchase with *** during the validity of the tickets.Hold times
might be longer than normal as many travelers are seeking assistance due to the
unprecedented situation with the global pandemic. Agents are available 24 ours
per day and hold times are lighter during off peak hours. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia is trying to violate the policy of *** by giving refund for flights with a redemption of 8 months instead adhering the *** policy of 1 to 2 year voucher.Im trying to get a full refund or a voucher that is redeemable for the allocated time *** has in there policy that Expedia policy has to abide by
August 4,
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
February 12, 2020 the customer purchased a package with six nights at the *** Hotel *** Resort, for check in on July 15, 2020, with roundtrip *** flights and vacation waiver via itinerary ***.The
canceled the package and received a refund of the hotel room. The flights were
nonrefundable. Under normal policies and circumstances, flight credits with *** can be reissued within one year of the original purchase date. This
information was provided and agreed to by the customer at the time of booking. In
this case the purchase date was February 12, 2020. Expedia has no control over vendor
terms and conditions, including validity dates.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: Where am I going to travel within 1 year that doesnt have COVID 19 cases and thats safe to for and with pre teen children that don't risk there life. Also if they are infected with covid due to being forced to travel will the airline take full responsibility and liability for the health of myself and my family being that theres no temperature tests or medical clearance needed to board and depart from New York/Miami and other airports around the united states.Theres jobs being sued right now over having a lack of safety measures to protect employees and clients.
Sincerely
I booked a 7 day trip through Expedia but because of an emergency, I had to cut my trip 2 days short. I contacted Expedia and was promised that there would be an adjustment and refund made. On 29 June 2020, I was notified through email that No adjustment nor refund would be made. Very upsetting from a what I thought was a upstanding company!!!!!!!
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Our records show on June 9, 2020, Mr. or an authorized Expedia account user self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Jacksonville, FL departing on June 19, 2020 and returning on June 25, 2020. The package included a car rental, collision insurance with a hotel stay at *** by *** Jacksonville Airport for a check in on June 19, 2020, and a check out on June 25, 2020, for a total of $1,335.44. We understand Mr. is seeking compensation for reducing his trip by two days, based on a change of plans. On June 21, 2020, Mr. contacted Expedia to alter his return flight to depart two days earlier. At no additional cost Expedia issued a return ticket departing on, June 23, 2020, however, we advised Mr. that a part of choosing to voluntarily change a flight there could be a payment collected. But we discovered that the ticket price was the same, although the fare is non-refundable for changes he selected. Kindly note, that *** Airlines is the merchant of record (the entity that charged Mr. credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subjected to the rules and restrictions of those providers. Expedia does not own or operate *** Airlines and we cannot provide a refund unless approved by that airline for changing Mr. flight and we must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr. Harris, prior to him agreeing to book the package reservation:*** Airlines Policy: Tickets are nonrefundable and charge a fee for changes to the itinerary. *** by *** Jacksonville Airport: Cancellations or changes made after 3:00 AM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.*** Car Rental: No refunds or credits for unused rental days.Collision Damage Plan: Becomes non-refundable at the beginning of the tripMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Between June 24, 2020 to June 28, 2020, Mr. contacted Expedia to request a refund for voluntarily changing his hotel and car rental dates. We then advocated on Mr. behalf by contacting both the *** by *** and *** Rental to request a refund based on their non-refundable restrictions. The *** by *** and *** Rental denied our refund requests citing their individual booking policies. Therefore, we were unable to obtain the exceptions needed to process the refunds for either accommodation. On August 5, 2020, Expedia issued a $100.00 hotel voucher to Mr. Expedia account. The voucher will expire on September 30, 2021. Kindly visit Expedia’s website to review the terms and conditions associated with the coupon. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. Due to the information provided above Expedia is unable to honor Mr. refund request.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
I booked a trip at a hotel in Florida through Expedia. The hotel was closed due to covid at the time of my reservation. I have been looking for a voucher or refund since cancelling the reservation on March 19th. The hotel stated numerous times that Expedia has my refund, however Expedia states that it does not.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on October 8, 2019 via Expedia Website for arrival on March 26, 2020 and departure on March 29, 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 1,136.28 USD. The refund processed on our side on July 13, 2020. In the event the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance. 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