Expedia has cancelled my flight itinerary and is refusing to refund me the full amount of my purchase.
Expedia.com Response
• Aug 06, 2020
August 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased three roundtrip tickets with *** Airlines for travel to
Porto, Portugal with travel starting on August 13, 2020.The
flight records show that we initiated a refund on July 1, 2020. The refund posting
time frame varies based on the processing of the processing time of the airline
and credit card company. The
travel coverage was nonrefundable after a 10 day look period. Coverage is not
refunded if claims are not filed under the policy.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 06, 2020
Complaint: ***
I am rejecting this response because: I was not afforded the opportunity to take the flight OR use the insurance. Therefore they have essentially offered zero service or coverage for a service. Thus, the refund for the flight that was cancelled by the organization should be fully refunded inclusive of fees. Not to mention that the original representatives who I spoke to assured me that the insurance would be refunded in full and this was also afforded to many close friends who encountered a similar situation.
I’m simply asking that Expedia reconsider their business practices especially during a global pandemic and economic disaster.
Sincerely
Expedia.com Response
• Aug 10, 2020
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***, from ***.As
previously advised, the customer purchased flights from *** Airlines, and flight
coverage from *** The flights were refunded by the airline. The
coverage was nonrefundable.Travel
coverage is offered at a cost that is lower than the amount that could be
reimbursed under the coverage if a valid claim for coverage was submitted. The
coverage is not refundable in instances where customers later find they do not
need to submit claims for coverage. If the customer would like to make a further
inquiry to see if the coverage might be refunded as a gesture of goodwill when
there is not a claim to submit, the inquiry would be made to *** who
is the supplier and seller of the coverage.Expedia
is a third party intermediary that offers items from travel suppliers. The
terms and conditions come from the travel supplier. Expedia is not able to
affect changes to the travel suppliers terms and conditions after the purchase
is completed. We do not provide compensation for travel coverage that is
purchased when claims are not submitted for reimbursement. 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 have 2 airline flight credits one for $1,692.71. and one for $549.75 both with *** Airlines that was booked through Expedia, I have attempted to use those credits for new flights. Originally I booked flights using those credits by telephone about three weeks ago only to find out after being on the phone for over an hour and a half that the tickets were never issued. A week later I called again attempting to do the same thing only to still never received email confirmation, this time I said I'm going to wait for email confirmation and they said that takes up to 24 hours so I couldn't wait. I never received those tickets. So I used Expedia's virtual agent so I would have a paper trail or should I say a digital trail and once again I use the credit to book tickets and never received the tickets. I did that again with the virtual agent and still never received tickets. So then this morning I spent two hours on the telephone again and I was reassured that the tickets were being issued within 24 hours and instead I got an email to call Expedia regarding my ticketing only to find out I still was not issue tickets. I have spent over eight hours on the phone or through the virtual attendant dealing with this matter. Cousin
Customer Response
• Jul 07, 2020
Complaint Detail / ProblemComplaint Type:Customer Service IssuesselectProblem:I had a reservation booked with Expedia that took me 10 hours to book because I was trying to use an *** airlines credit, finally after 10 hours of wasted time that will never get back with customer service I was able to book my flight only to get a notice two days later that it's been changed to something that did not work for me so I noticed that *** Airlines had a flight available that worked for me so I contacted Expedia through their at using a virtual agent and after two hours with them the situation was resolved and then I was disconnected. So I immediately called Expedia spent another hour and a half on the phone the situation was resolved I got the flight I wanted they transferred me to ticketing and I got disconnected I called back only to realize I would have to spend another hour and a half or two hours trying to resolve the situation. Expedia customer service treats its customers terribly, impulsively like their time does not matter whatsoever it's absolutely a scam.Desired Resolution / OutcomeDesired Resolution:ExchangeselectDesired Outcome:Get me my first class tickets for myself and my son that's as close to my original tickets as possible there is a flight leaving West Palm Beach, connecting in Dallas-Fort Worth and arriving in Seattle on August 6 at 3 PM and there is a flight leaving on 16 August at 11 PM and arriving in West Palm Beach at around noon can be on that flight for myself and my son Compensate me for all the hours and hours and hours of wasted time and don't treat your customers like they are lowlifes and their time is valueless have respect for your customers, have appreciation for your customers, value your customers, treat your customers like human beings
Expedia.com Response
• Aug 02, 2020
August 2nd, 2020 Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia
Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case number ***) regarding his flight reservation. Our records indicate the
customer, or an authorized user of the Expedia account, called into Expedia to
redeem a future flight credit with *** Airlines, linked to cancelled
Expedia itinerary number: ***. This credit came from cancelled
itinerary was a multi-destination ticket for 1 passenger under the name
***,
booked with *** Airlines departing from West Palm Beach, FL on October 13th,
2019, connection in Dallas, TX to Beijing, China. Leaving from Beijing, arriving
to Haikou, China on October 14th, 2019. Continuing on ***
Airlines, departing from Hong Kong, China on October 25th, 2019 to
West Palm Beach, FL, with a connection in Dallas, TX (Published Airfare) ($1692.71 USD). We understand the
customer has requested to redeem their flight credit with *** Airlines,
and voice their experience. Our
records also indicate that on July 1st, 2020 *** first contacted
our customer care department, looking to redeem their credit for the above referenced
cancelled itinerary with *** Airlines. A customer care agent assisted ***
with their request, however the customer called into customer care later that
same-day as they did not receive email confirmation for the changes. This
resulted in *** having to contact Expedia again by phone and online chat
to verify their flight details. We understand that *** had difficulties contacting us
through our customer service line. We
apologize for this. Given the
unprecedented numbers of customers calling our customer service line due to the
COVID-19 crisis, there have been long wait times and many customers have
experienced significant difficulties in getting through to our customer service
agents. Our agents are working as fast
as they can to manage all requests and we have been redeploying team members
from other parts of the business to assist and expand our ability to handle the
volume of calls we are receiving. Nonetheless, we acknowledge the experience has been less than ideal and
understand the impact this has had on our travelers.We understand that Mr.’s issue has been resolved, as we have
successfully reissued the needed tickets for both *** and his son Hunter,
per using the credit from *** Airlines. 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,Gina B.Corporate Correspondence 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
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
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 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.
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 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 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 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
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 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
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 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.
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.
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.
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.
My husband and I booked two nights at the *** hotel several months ago. When Covid19 restrictions caused us to cancel our trip, we contacted them for a refund.
For 5 days, we reached out by text, voicemail, and email. They finally texted, only after we asked Expedia (bkg site we used) to look into it.
On July 20, they told us they would not offer a refund but could give us credits for future use.
We sent them our email, as requested, but as of June 29 have not recieved the 2 nights credit.
Customer Response
• Jul 01, 2020
Hello-
My complaint was resolved.
The hotel communicated with me about the credits– about an hour after I read you had reached out to them.
Good grief!
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia makes it extremely hard to get a hold of them. We purchased a package travel vacation to Canada supposedly from 6.8.20 to 6.12.20. Since travel is not permitted, we are trying to cancel our trip. The most recent email we recieved from Expedia was 6.29.20 stating that the hotel we chose (*** Hotel) already tagged us as "No show". We then called the said hotel and inquired about the "no show", according to them , we were not tagged as no show. Now, we called Expedia and we were on hold waiting for the next representative available for 1 hr and 30 mins then someone answered, they asked the basic info and said we wil be on hold for 5 mins. After 2 hrs of waiting, I decided to seek for your help. This happens everytime we call them. I hope you can help us out. Thank you very much.
Expedia.com Response
• Aug 06, 2020
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package.Our records show on February 6, 2020, Mrs. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL USA to Calgary, AB, Canada departing on June 8, 2020 and returning on June 12, 2020. The package included a protection plan with a hotel stay at The *** Resort Hotel, for a check in on June 8, 2020, and a check out on June 12, 2020, for a total of $2,217.47. We understand Mrs. is seeking a refund for the hotel portion of the reservation, based on the travel disruption. On April 20, 2020, Mrs. utilized our website services, to submit a cancel request for the *** Airlines reservation. Then on April 28, 2020, Expedia processed the cancel application for the *** Airlines flight. The (cancel) application is accessible through our website, we are able to confirm that Mrs. request was completed. Therefore, Expedia issued Mrs. a future travel credit for *** Airlines valued at $830.91. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, February 6, 2022. This flexibility policy is based upon *** Airlines non-refundable restrictions. Furthermore, Mrs. may visit *** Airlines website to review their credit terms, using the following address:*** Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the package reservation:*** Airlines cancellation policy: Tickets are nonrefundable with a penalty fee for $200 per passenger.NOTE: Per *** Airlines a new booking is subject to any possible fare difference and tax difference which needs to be paid at the time of credit usage.The *** Resort Hotel Cancellation Policy or changes made after 11:00 PM local hotel time, Monday, May 25, 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..Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 7, 2020, we then advocated on Mrs.’s behalf by contacting the *** Resort Hotel to request a refund based on their non-refundable restrictions. The hotel made an exception to their policy by waving their no show determination. Therefore, we were able to obtain the authorization needed to process a refund of $1,209.56, for the hotel stay. Due to our current delays in processing refunds, back to the customer’s original form of payment. It may take up to 30 days, for Mrs.’s to receive the refund. When Mrs. is ready to use her future travel credit following *** Airlines rules she may contact Expedia at (877) 227-7481, for further assistance. 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 A
Corporate Correspondence Team
Customer Response
• Aug 11, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I want my money back. The agent would not give me the car I paid for (or any car) despite me calling my insurance company and showing them my policy which had six times the requires coverage in Nevada. I had purchased the additional collision insurance online. The agent refused to give me my car and said Expedia would refund. Expedia says no only nu car can refund. I videotaped the woman (Kim) telling me this. I walked across the street at night in Las Vegas and paid for an *** to the hotel although I have well over $200 in this rental car. Unethical and consumer protection agency should look into this agency which is shaking down customers and violating their contract. Have called Expedia several times day of and received zero help, was hung up on several times and told they would turn it over to refunds department to decide if I can get my money back or not after being out through all of this but I never received an email and believe they will do nothing and tell me tough luck after they rent the car out yet again and make even more money for the same car that they never deliver!!
Expedia.com Response
• Aug 05, 2020
August
5, 2020Revdex.comChicago
& N. Illinois Complaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to
address the comments and concerns brought to our attention. Expedia
is responding to the consumer complaint from Mr. *** Revdex.com case
number *** for a refund and compensation.
Our
records indicate on June 19, 2020, Mr.
*** or an authorized user of the Cheap
Tickets account self-booked a four day car rental reservation
with ***, picking up on June 28, 2020 and returning on July 2, 2020,
along with the Collision Damage Plan via itinerary ***.
We can confirm
on June 28, 2020, the customer contacted
our CHAT and request to
cancel and get a refund, or to book a new car rental with the same money. Our representative referred the customer to the car company. The customer
asked for a Supervisor and the call was disconnected.
On June 29, 2020, the customer called in stating
that the car rental company will not provide the car since she has a debit card. Our representative called the car rental company
and was not able to speak with them. The customer called back in to get a refund
of the insurance cost. She was not able
to pick up car due to no major credit card. Our representative called *** and afterward processed a refund
for $50.00 for the collision damage plan. The customer called in to get a refund because they were not able to
pick up the car. The customer stated *** wanted her to purchase insurance with them. Our representative called *** and they advised the customer was marked as
a no show and they are not offering a refund. *** advised the customer can email
them and request a date change.
After further
review on August 5, 2020, Cheap Tickets contacted
***. *** advised the
customer was denied the car rental reservation since it was a specialty vehicle
and the customer only had a debit card. *** advised they issued a refund of $169.45 to card ending 6304.
Cheap Tickets 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 adhere to the
policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to
your reservation and purchase of travel—related goods and services that you
select. Please read these additional terms and conditions carefully. In
particular, if you have purchased an airfare, please ensure you read the full
terms and conditions of carriage issued by the Supplier, which can be found on
the Supplier’s website. You agree to abide by the terms and conditions of
purchase imposed by any supplier with whom you elect to deal, including, but
not limited to, payment of all amounts when due and compliance with the
supplier's rules and restrictions regarding availability and use of fares,
products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.LIMITATION OF LIABILITYThe carriers,
hotels and other suppliers providing travel or other services on this Website
are independent contractors and not agents or employees of Cheap Tickets. Cheap
Tickets is not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. Cheap Tickets has no liability and will make no refund in the event of
any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to
offer a refund or compensation. Thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
An airline, ***, cancelled my flight that was booked through Expedia. Per DOT guidance I asked for a new flight of which they were not able to provide me with so I asked for a refund. They have refused stating airline policy is that no refunds will be given when I have verified on the airline’s own web page that they do and the DOT has even upheld the practice of providing refunds in situations where the airline cancelled in the passenger. Now I no longer wish to fly as I am unable to leave on an appropriate date and just want my money back so I can make other travel arrangements.
Expedia.com Response
• Jul 23, 2020
July 23, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on February 23, 2020, Mr.
***, or an authorized user of his account, self-booked a multi-destination flight
reservation on Expedia.com, under itinerary ***. Travel was
with *** and ***, departing on September 3, 2020, from Dallas, TX,
United States to Glasgow, Scotland, UK, returning on September 17, 2020, from Dublin, Ireland to
Dallas, TX, United States. We understand Mr. is requesting a full refund
of his cancelled flight reservation, caused by an airline-initiated schedule
change. At Expedia, we follow the policies of our partners, so
any credit, refund or change is at the discretion of the travel provider. *** is currently offering a credit for Mr.’s cancelled flight, equal to the full value of his original tickets booked ($1,479.68 USD), and is valid until June 28, 2022.Expedia has worked incredibly hard to push our partners
to provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limited to any
changes. We recognize that an airline credit may not be what Mr. is looking
for, but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.We regret Mr.’s experience was not as
we would have hoped, based on the information provided above, Expedia is unable
to honor his refund request, because the funds are not held by Expedia. Again, 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,Erika M Corporate Correspondence Team
Customer Response
• Jul 23, 2020
Complaint: ***
I am rejecting this response because:
The US Department of Transportation has clearly outlined the responsibilities of these agencies in their enforcement notices. I have provided links to these notices. They are operating contrary to 14 CFR § 399.80(l), which states that a ticket agent’s failure or refusal to make proper refunds promptly when service cannot be performed as contracted, or a ticket agent’s representation that such refunds are obtainable only at some other point, constitutes an unfair or deceptive practice.
Expedia has cancelled my flight itinerary and is refusing to refund me the full amount of my purchase.
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 three roundtrip tickets with *** Airlines for travel to
Porto, Portugal with travel starting on August 13, 2020.The
flight records show that we initiated a refund on July 1, 2020. The refund posting
time frame varies based on the processing of the processing time of the airline
and credit card company. The
travel coverage was nonrefundable after a 10 day look period. Coverage is not
refunded if claims are not filed under the policy.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
Complaint: ***
I am rejecting this response because: I was not afforded the opportunity to take the flight OR use the insurance. Therefore they have essentially offered zero service or coverage for a service. Thus, the refund for the flight that was cancelled by the organization should be fully refunded inclusive of fees. Not to mention that the original representatives who I spoke to assured me that the insurance would be refunded in full and this was also afforded to many close friends who encountered a similar situation.
I’m simply asking that Expedia reconsider their business practices especially during a global pandemic and economic disaster.
Sincerely
August 9,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***, from ***.As
previously advised, the customer purchased flights from *** Airlines, and flight
coverage from *** The flights were refunded by the airline. The
coverage was nonrefundable.Travel
coverage is offered at a cost that is lower than the amount that could be
reimbursed under the coverage if a valid claim for coverage was submitted. The
coverage is not refundable in instances where customers later find they do not
need to submit claims for coverage. If the customer would like to make a further
inquiry to see if the coverage might be refunded as a gesture of goodwill when
there is not a claim to submit, the inquiry would be made to *** who
is the supplier and seller of the coverage.Expedia
is a third party intermediary that offers items from travel suppliers. The
terms and conditions come from the travel supplier. Expedia is not able to
affect changes to the travel suppliers terms and conditions after the purchase
is completed. We do not provide compensation for travel coverage that is
purchased when claims are not submitted for reimbursement. 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
Complaint: ***
I am rejecting this response.
Sincerely
I have 2 airline flight credits one for $1,692.71. and one for $549.75 both with *** Airlines that was booked through Expedia, I have attempted to use those credits for new flights. Originally I booked flights using those credits by telephone about three weeks ago only to find out after being on the phone for over an hour and a half that the tickets were never issued. A week later I called again attempting to do the same thing only to still never received email confirmation, this time I said I'm going to wait for email confirmation and they said that takes up to 24 hours so I couldn't wait. I never received those tickets. So I used Expedia's virtual agent so I would have a paper trail or should I say a digital trail and once again I use the credit to book tickets and never received the tickets. I did that again with the virtual agent and still never received tickets. So then this morning I spent two hours on the telephone again and I was reassured that the tickets were being issued within 24 hours and instead I got an email to call Expedia regarding my ticketing only to find out I still was not issue tickets. I have spent over eight hours on the phone or through the virtual attendant dealing with this matter. Cousin
Complaint Detail / ProblemComplaint Type:Customer Service IssuesselectProblem:I had a reservation booked with Expedia that took me 10 hours to book because I was trying to use an *** airlines credit, finally after 10 hours of wasted time that will never get back with customer service I was able to book my flight only to get a notice two days later that it's been changed to something that did not work for me so I noticed that *** Airlines had a flight available that worked for me so I contacted Expedia through their at using a virtual agent and after two hours with them the situation was resolved and then I was disconnected. So I immediately called Expedia spent another hour and a half on the phone the situation was resolved I got the flight I wanted they transferred me to ticketing and I got disconnected I called back only to realize I would have to spend another hour and a half or two hours trying to resolve the situation. Expedia customer service treats its customers terribly, impulsively like their time does not matter whatsoever it's absolutely a scam.Desired Resolution / OutcomeDesired Resolution:ExchangeselectDesired Outcome:Get me my first class tickets for myself and my son that's as close to my original tickets as possible there is a flight leaving West Palm Beach, connecting in Dallas-Fort Worth and arriving in Seattle on August 6 at 3 PM and there is a flight leaving on 16 August at 11 PM and arriving in West Palm Beach at around noon can be on that flight for myself and my son Compensate me for all the hours and hours and hours of wasted time and don't treat your customers like they are lowlifes and their time is valueless have respect for your customers, have appreciation for your customers, value your customers, treat your customers like human beings
August 2nd, 2020 Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia
Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case number ***) regarding his flight reservation. Our records indicate the
customer, or an authorized user of the Expedia account, called into Expedia to
redeem a future flight credit with *** Airlines, linked to cancelled
Expedia itinerary number: ***. This credit came from cancelled
itinerary was a multi-destination ticket for 1 passenger under the name
***,
booked with *** Airlines departing from West Palm Beach, FL on October 13th,
2019, connection in Dallas, TX to Beijing, China. Leaving from Beijing, arriving
to Haikou, China on October 14th, 2019. Continuing on ***
Airlines, departing from Hong Kong, China on October 25th, 2019 to
West Palm Beach, FL, with a connection in Dallas, TX (Published Airfare) ($1692.71 USD). We understand the
customer has requested to redeem their flight credit with *** Airlines,
and voice their experience. Our
records also indicate that on July 1st, 2020 *** first contacted
our customer care department, looking to redeem their credit for the above referenced
cancelled itinerary with *** Airlines. A customer care agent assisted ***
with their request, however the customer called into customer care later that
same-day as they did not receive email confirmation for the changes. This
resulted in *** having to contact Expedia again by phone and online chat
to verify their flight details. We understand that *** had difficulties contacting us
through our customer service line. We
apologize for this. Given the
unprecedented numbers of customers calling our customer service line due to the
COVID-19 crisis, there have been long wait times and many customers have
experienced significant difficulties in getting through to our customer service
agents. Our agents are working as fast
as they can to manage all requests and we have been redeploying team members
from other parts of the business to assist and expand our ability to handle the
volume of calls we are receiving. Nonetheless, we acknowledge the experience has been less than ideal and
understand the impact this has had on our travelers.We understand that Mr.’s issue has been resolved, as we have
successfully reissued the needed tickets for both *** and his son Hunter,
per using the credit from *** Airlines. 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,Gina B.Corporate Correspondence 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
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 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
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 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 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 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
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 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
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 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
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
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
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
My husband and I booked two nights at the *** hotel several months ago. When Covid19 restrictions caused us to cancel our trip, we contacted them for a refund.
For 5 days, we reached out by text, voicemail, and email. They finally texted, only after we asked Expedia (bkg site we used) to look into it.
On July 20, they told us they would not offer a refund but could give us credits for future use.
We sent them our email, as requested, but as of June 29 have not recieved the 2 nights credit.
Hello-
My complaint was resolved.
The hotel communicated with me about the credits– about an hour after I read you had reached out to them.
Good grief!
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia makes it extremely hard to get a hold of them. We purchased a package travel vacation to Canada supposedly from 6.8.20 to 6.12.20. Since travel is not permitted, we are trying to cancel our trip. The most recent email we recieved from Expedia was 6.29.20 stating that the hotel we chose (*** Hotel) already tagged us as "No show". We then called the said hotel and inquired about the "no show", according to them , we were not tagged as no show. Now, we called Expedia and we were on hold waiting for the next representative available for 1 hr and 30 mins then someone answered, they asked the basic info and said we wil be on hold for 5 mins. After 2 hrs of waiting, I decided to seek for your help. This happens everytime we call them. I hope you can help us out. Thank you very much.
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package.Our records show on February 6, 2020, Mrs. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL USA to Calgary, AB, Canada departing on June 8, 2020 and returning on June 12, 2020. The package included a protection plan with a hotel stay at The *** Resort Hotel, for a check in on June 8, 2020, and a check out on June 12, 2020, for a total of $2,217.47. We understand Mrs. is seeking a refund for the hotel portion of the reservation, based on the travel disruption. On April 20, 2020, Mrs. utilized our website services, to submit a cancel request for the *** Airlines reservation. Then on April 28, 2020, Expedia processed the cancel application for the *** Airlines flight. The (cancel) application is accessible through our website, we are able to confirm that Mrs. request was completed. Therefore, Expedia issued Mrs. a future travel credit for *** Airlines valued at $830.91. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, February 6, 2022. This flexibility policy is based upon *** Airlines non-refundable restrictions. Furthermore, Mrs. may visit *** Airlines website to review their credit terms, using the following address:*** Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the package reservation:*** Airlines cancellation policy: Tickets are nonrefundable with a penalty fee for $200 per passenger.NOTE: Per *** Airlines a new booking is subject to any possible fare difference and tax difference which needs to be paid at the time of credit usage.The *** Resort Hotel Cancellation Policy or changes made after 11:00 PM local hotel time, Monday, May 25, 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..Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 7, 2020, we then advocated on Mrs.’s behalf by contacting the *** Resort Hotel to request a refund based on their non-refundable restrictions. The hotel made an exception to their policy by waving their no show determination. Therefore, we were able to obtain the authorization needed to process a refund of $1,209.56, for the hotel stay. Due to our current delays in processing refunds, back to the customer’s original form of payment. It may take up to 30 days, for Mrs.’s to receive the refund. When Mrs. is ready to use her future travel credit following *** Airlines rules she may contact Expedia at (877) 227-7481, for further assistance. 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 A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I want my money back. The agent would not give me the car I paid for (or any car) despite me calling my insurance company and showing them my policy which had six times the requires coverage in Nevada. I had purchased the additional collision insurance online. The agent refused to give me my car and said Expedia would refund. Expedia says no only nu car can refund. I videotaped the woman (Kim) telling me this. I walked across the street at night in Las Vegas and paid for an *** to the hotel although I have well over $200 in this rental car. Unethical and consumer protection agency should look into this agency which is shaking down customers and violating their contract. Have called Expedia several times day of and received zero help, was hung up on several times and told they would turn it over to refunds department to decide if I can get my money back or not after being out through all of this but I never received an email and believe they will do nothing and tell me tough luck after they rent the car out yet again and make even more money for the same car that they never deliver!!
August
5, 2020Revdex.comChicago
& N. Illinois Complaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to
address the comments and concerns brought to our attention. Expedia
is responding to the consumer complaint from Mr. *** Revdex.com case
number *** for a refund and compensation.
Our
records indicate on June 19, 2020, Mr.
*** or an authorized user of the Cheap
Tickets account self-booked a four day car rental reservation
with ***, picking up on June 28, 2020 and returning on July 2, 2020,
along with the Collision Damage Plan via itinerary ***.
We can confirm
on June 28, 2020, the customer contacted
our CHAT and request to
cancel and get a refund, or to book a new car rental with the same money. Our representative referred the customer to the car company. The customer
asked for a Supervisor and the call was disconnected.
On June 29, 2020, the customer called in stating
that the car rental company will not provide the car since she has a debit card. Our representative called the car rental company
and was not able to speak with them. The customer called back in to get a refund
of the insurance cost. She was not able
to pick up car due to no major credit card. Our representative called *** and afterward processed a refund
for $50.00 for the collision damage plan. The customer called in to get a refund because they were not able to
pick up the car. The customer stated *** wanted her to purchase insurance with them. Our representative called *** and they advised the customer was marked as
a no show and they are not offering a refund. *** advised the customer can email
them and request a date change.
After further
review on August 5, 2020, Cheap Tickets contacted
***. *** advised the
customer was denied the car rental reservation since it was a specialty vehicle
and the customer only had a debit card. *** advised they issued a refund of $169.45 to card ending 6304.
Cheap Tickets 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 adhere to the
policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to
your reservation and purchase of travel—related goods and services that you
select. Please read these additional terms and conditions carefully. In
particular, if you have purchased an airfare, please ensure you read the full
terms and conditions of carriage issued by the Supplier, which can be found on
the Supplier’s website. You agree to abide by the terms and conditions of
purchase imposed by any supplier with whom you elect to deal, including, but
not limited to, payment of all amounts when due and compliance with the
supplier's rules and restrictions regarding availability and use of fares,
products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.LIMITATION OF LIABILITYThe carriers,
hotels and other suppliers providing travel or other services on this Website
are independent contractors and not agents or employees of Cheap Tickets. Cheap
Tickets is not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. Cheap Tickets has no liability and will make no refund in the event of
any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to
offer a refund or compensation. Thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
An airline, ***, cancelled my flight that was booked through Expedia. Per DOT guidance I asked for a new flight of which they were not able to provide me with so I asked for a refund. They have refused stating airline policy is that no refunds will be given when I have verified on the airline’s own web page that they do and the DOT has even upheld the practice of providing refunds in situations where the airline cancelled in the passenger. Now I no longer wish to fly as I am unable to leave on an appropriate date and just want my money back so I can make other travel arrangements.
July 23, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on February 23, 2020, Mr.
***, or an authorized user of his account, self-booked a multi-destination flight
reservation on Expedia.com, under itinerary ***. Travel was
with *** and ***, departing on September 3, 2020, from Dallas, TX,
United States to Glasgow, Scotland, UK, returning on September 17, 2020, from Dublin, Ireland to
Dallas, TX, United States. We understand Mr. is requesting a full refund
of his cancelled flight reservation, caused by an airline-initiated schedule
change. At Expedia, we follow the policies of our partners, so
any credit, refund or change is at the discretion of the travel provider. *** is currently offering a credit for Mr.’s cancelled flight, equal to the full value of his original tickets booked ($1,479.68 USD), and is valid until June 28, 2022.Expedia has worked incredibly hard to push our partners
to provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limited to any
changes. We recognize that an airline credit may not be what Mr. is looking
for, but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.We regret Mr.’s experience was not as
we would have hoped, based on the information provided above, Expedia is unable
to honor his refund request, because the funds are not held by Expedia. Again, 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,Erika M Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The US Department of Transportation has clearly outlined the responsibilities of these agencies in their enforcement notices. I have provided links to these notices. They are operating contrary to 14 CFR § 399.80(l), which states that a ticket agent’s failure or refusal to make proper refunds promptly when service cannot be performed as contracted, or a ticket agent’s representation that such refunds are obtainable only at some other point, constitutes an unfair or deceptive practice.
Sincerely,
***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com