We booked a *** through Expedia. A pool is very clearly advertised, after booking we learn the pool is closed, both are refusing refund, Expedia customer service won’t even discus it, *** stated their contract with Expedia doesn’t give refunds
Hello
I completed a reservation on expedia.com for a 2 night stay at *** Resort for July 1, 2020-July 3, 2020 on June 15, 2020. I chose the option to pay at the hotel with the understanding that the hotel will charge me a one night stay of $101.22 on my credit card. On June 25th, 2020, I received an email from expedia that the hotel had sent me a message through their website. in this email it explained that they were no longer accepting reservations for July 1st. They will open on July 2nd and they have moved my arrival date to July 2, 2020 and leaving July 3, 2020. I contacted the hotel *** resort immediately and the receptionist was very rude to me and told me that this was not her problem and that I needed to contact expedia. She refused to give me her name and hung up the phone. I than called expedia and explained what had just occurred. The man transfer me 3 times and finally a gentleman told me that he would be emailing someone and to keep an eye out on my personal email that I would have an updated confirmation by the end of the day. The day ended and I did not receive the email so I contacted expedia this morning on June 26, 2020 at 9:30 am. I was transferred to 3 different people where the line got disconnected after 45 minuets of being on the phone. I had no way of reaching that person again so I had to explain this from the beginning to another representative. This occurred several times over the course of 5 hours. I spoke directly with the managers in the reservations department at about 2:30 pm. She told told me after an hour of being on hold that the hotel will accommodate me to stay for 2 nights being that I arrive on July 2nd 2020 and leave July 4th, 2020 however I needed to now pay $667.00. My original price for 2 nights was only $213.00. I explained to her that this was not my fault the hotel had to move my reservation and that my original price should be honored. They already charged my credit card for a deposit and I just wanted to be able to stay for 2 nights. She told me to try again tomorrow that sometimes different days hold different rates however I expressed my concern to her that it would not be any different. that this price was more than double what I made an agreement to pay on. Based off their website they are fully booked and I cannot even book through another party. I followed all rules and rights when I placed this agreement with the hotel and it is only right that they honor their price. Right after the lady told me to call again tomorrow and I told her to please transfer me to her boss, the line was disconnected again. I spent half the day on the phone trying to be treated with respect and have their agreement honored. If I had canceled I would be held to my agreement. However this is their responsibility. I have now had to book a completely different hotel with no answer on when my deposit will even be refunded back to my credit card! Please help me.
Expedia.com Response
• Jul 31, 2020
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.We would like to offer our apologies to the customer for any confusion or difficulty they have experienced.When the hotel found out that they would not be able to reopen until July 01 they sent an email to the customer letting them know that their booking would be modified. While we understand the rate change is not ideal, we are not able to match the original rate of the reservation for the additional night added by the customer. While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers. We are sorry that the customer's experience with our customer care team didn't go as expected. When situations such as this arise we do our best to assist the customer in any way possible. However, as the hotel is the billing merchant for the reservation, we recommend they contact them directly for any refund timing questions. Regrettably, our findings remain the same and we are unable to issue any compensation.Thank you for allowing us another chance to review this case.Best Regards,The Expedia Team
Customer Response
• Jul 31, 2020
Complaint: ***
I am rejecting this response because:
This is no fault of my own and had I cancelled my reservation I would have lost my deposit regardless of my reason due to that being their policy! They are responsible for this and there for should should honor my original agreed price.
Sincerely
Literally the worst customer service experience. We called to cancel our booking. We Capone to rep to have it canceled. Come to find out weeks later the rep never canceled! Every single representative I spoke to disconnected and never offered a call back. During this pandemic you would think they would care about the safety of their customers. Absolutely disgusting how you treat your customers. I am mortified and feel taken advantage of. We booked back in March 2020. And still dealing with this....
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 March 12, 2020 via *** for arrival on 13 Mar 2020 and departure on 15 Mar 2020 . At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 4:00 PM local hotel time, Thursday, March 12, 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 valueCustomer care was able to obtain approval for a refund in the amount of $265.68 . Refund processed on July 12, 2020 and was confirmed received at the customers credit card company on July 12, 2020.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The CheapTickets Team
Due to the Covid-19 Expedia cancel my trip they keep the money of the tickets, now I need a ticket they refuse to do the one I need.
They want to keep using the same reservation number, and when they issue the ticket is cancelled, And if they apply my credit they book the expensive rate in order to charge me more, when in the web site of the airline the less expensive is available, the reservation is *** there are 3 tickets worth $216.60 after been 7 hours over the phone and not solving anything I want my money.
Expedia.com Response
• Aug 05, 2020
August 5, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand Mrs. is requesting a future travel credit to rebook directly with *** to the COVID-19.
Our records indicate that on August 14, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** for three travelers. Departure on *** Airways from Fort Lauderdale, FL, United States, to New York, NY, United States on April 2, 2020 and returning on April 5, 2020 with stay at the *** New York. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When Mrs. *** purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies. While we regret that Mrs. ***’s experience was not as we would have hoped. 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,Dez MCorporate Correspondence Team
I booked a flight from St. Louis to Belfast, Northern Ireland in January 2020. Expedia.com/*** cancelled the flight and emailed me on May 27, 2020 to notify me of the cancellation due to COVID-19. I then received a notification from Expedia.com today (June 26, 2020) saying that I needed to contact them to take care of my account and to "cancel" my upcoming flight scheduled on (July 1, 2020). I contacted Expedia.com on (June 26, 2020) and spoke with Janine. I explained to her that I had received an email from them on May 27, 2020 explaining my flight had been cancelled due to COVID-19, and I did not need to contact them back. I also requested a full refund of the flight, taxes/fees, booking fee, and flight protection plan I purchased. Janine then asked to confirm my telephone number so that she could call me back if my call was dropped, because we had already been on the phone for almost an hour. She explained that she was putting me on hold while she discussed my account with her senior department. I was on hold for 5 minutes when my call was dropped. I waited 4 hours for her to return my call, but she never did. I contacted Expedia.com again and spoke with Sachin, who had to start the process all over again with "reviewing my account", dropping my call (4-5 times) and placing me on hold for several extended periods of time as he "reviewed my account." After almost 2 hours trying to work through the refund process again with Sachin, he informed me he was unable to authorize or process my refund. He explained that he would have to send an email to the airline (***) to submit my request for a refund. When I asked to speak to his senior department, I was placed on hold for another extended period of time, no one ever picked up the phone, and finally the call was dropped. I tried to contact *** directly but was unable to speak with anyone due to COVID-19 and their shortage of employees answering their telephones. I did NOT cancel this flight, even though I did purchase flight protection to protect myself from this very thing. This flight was cancelled by Expedia.com/***, who are now making it very difficult for me to be refunded for the amount I submitted for travelling to Northern Ireland. My mother was also travelling with me on the same day, so I was trying to process her refund as well.
Expedia.com Response
• Aug 04, 2020
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“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 flight
reservation. We understand Mrs. is requesting a full refund of $1,454.49 for two itineraries *** and
*** due to the COVID-19.
Our records indicate that on January 11, 2020, Mrs. ***, or an authorized user of her Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** and *** for one
traveler. Departure on ***, from St. Louis, MO, United States to Belfast, Northern Ireland, UK on July 1,
2020 and returning on July 21, 2020 with added Travel Protection Flight Protection Plan.
We would like to inform you, we have contacted *** regarding a refund due to the schedule change Mrs.
have advised took place on her reservation. According to ***, they are researching this matter and will
provide an appropriate response as soon as possible. Regrettably, the airline has advised they are facing an
exceptionally high amount of enquiries. Consequently, handling your case may take more than 120 business days for a
response.While we regret that Mrs.’s experience was not as we would have hoped. 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,Dez MCorporate Correspondence Team
Good afternoon. On 2/21/20, my husband and I booked a roundtrip flight from Newark, NJ to Lisbon, Portugal through Expedia.com (itinerary number ***). The cost of the trip was $693.95 per person for a total of $1,387.90.
Yesterday, 6/25/20 I received an email from Expedia advising that the airline (***) had cancelled our tickets. I immediately called the airline to find out what happened, since our son was also on that flight and I hadn't received any information on him. *** informed me that the flights had indeed been cancelled, but that the flight was still on and *** was not the one to issue the cancellation. The agent I spoke with advised me to call Expedia immediately to find out what happened. I called Expedia and the agent I spoke with advised me that the flight had been cancelled by someone on their side, stated it was an error and that he was going to try and get me back on the same flight since my son was also on it. The agent tried to use the *** reservation code ***, but was not able to because the code was "corrupted" and the computer wouldn't allow him to use it. My only option was to make a new reservation online if we wanted to get on that flight.
I did as I was told, went online and made a new reservation, paying $2,445.20 for myself and my husband, with $1,057.30 difference for the original ticket. Expedia did not offer any form of refund, when they were the ones who made the mistake, I had already paid for my tickets back in February, and had to pay almost double for two new ones. I got in touch with my credit card company and they told me that they will definitely dispute the original ticket which was cancelled for the amount of $1,387.90, but I'm still $1,057.30 short for the extra amount I had to pay for the tickets I purchased yesterday.
I'm asking for your help in having Expedia refund my money. They made the mistake and they should affront their responsibility. I should't have to pay over a thousand dollars for something that was 100% not my fault. I was not given any instructions on how to complain, no one to turn to, nothing. Please help me resolve this as soon as possible. Thank you.
Expedia.com Response
• Aug 04, 2020
August 3,
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 14497467, from ***. ***.The
customer purchased tickets for two passengers for travel to Santiago de
Compostela, Spain, departing on July 23, 2020 and returning on August 23, 2020.
Currently, the tickets are in used status.To review
the situation further with the airline we will need documentation from the
customer showing the charges paid and the ticket numbers. Any additional detail
such as, whether the charges included change fees, new tickets or an exchange
would be helpful as well.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 use Expedia for all bookings and have over 10 years. On 6/10/20 I booked a flight and hotel from BNA to Washington D.C through Expedia for 6/11/20-6/13/20. Get to the hotel check in they could not find my booking. The *** ended up asking for my debit hard for incidentals of 75.00. I get back home check my bank account and $162.10 came out a second time which I paid Expedia $628.78 on 6/10/20 when I booked 2 flights and a hotel at ***. I called the hotel they said that *** credit card declined so they had to charge me. THIS IS BAD BUSINESS!!!! What if I didn't have any money in my account after paying Expedia and when the hotel attempted to charge me the credit declined and I would have been stuck in DC with NO ROOM! What if the airline said the card declined as well I would have missed my flight and been stuck at the airport!!! this could have bee even worse than it was. Getting back home I had bills coming out on auto pay, what if something like my mortgage declined due to this error with Expedia? All Expedia did was transfer me to 6 different people within 30 minutes or so before the last person Oscar says he called the hotels and give it 30 days for my money to be refunded for the double charge. No one was even trying to help me! They were playing with my time and money and I was at work. I used Expedia for my Mexico trip last year what if my out of the country trip experienced this issue? This would have completely messed up my birthday trip! This has been a horrible experience and no one could even apologize or offer me any of my money back or a hotel credit or points for my next travel. I need something done for all of my inconvenience with Expedia. I didn't ask for the $628.76back but something for my inconvenience and bad customer service. They do not care how they treat their paying customers! They also need to make sure when a customer pays them that they pay the airline and hotels!!! They need to give refund, reward points for next trip or credit for my next booking with the. Something needs to be done.
Expedia.com Response
• Aug 03, 2020
August 2,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two nights with the *** Crystal City-Washington,
D.C., and two roundtrip tickets with *** Airlines. The cost
of the package was $628.76. Of the $628.76, $466.66 was for the flight and
charged directly by *** Airlines, and $162.10 was for the hotel and was
charged directly by Expedia. We did not locate any other hotel reservations for
check in on the same night, or with the same hotel.The hotel
room has since been refunded. If the customer has duplicate charges posted to
their credit card and still need assistance, they may provide a copy of the
credit card statement showing both charges with transaction data such as the
reference number, or itinerary number. If provided we will research the charges
further. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia.com Response
• Aug 03, 2020
August 2,
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 14497100, from Candyce Kelley.The
customer purchased two nights with the *** Crystal City-Washington,
D.C., and two roundtrip tickets with *** Airlines. The cost
of the package was $628.76. Of the $628.76, $466.66 was for the flight and
charged directly by *** Airlines, and $162.10 was for the hotel and was
charged directly by Expedia. We did not locate any other hotel reservations for
check in on the same night, or with the same hotel.The hotel
room has since been refunded. If the customer has duplicate charges posted to
their credit card and still need assistance, they may provide a copy of the
credit card statement showing both charges with transaction data such as the
reference number, or itinerary number. If provided we will research the charges
further. 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
Booked an international flight with expedia back on 9/5/19 for travel dates 0f 4/10-4/20/20 and they were cancelled due to covid. I have been asking for a refund since april and they keep refusing only offering me a flight credit that is ONLY valid with *** until december 2020. I do not want a credit, I should be able to get a full refund. My payment was made through expedia and I had flights on multiple airlines (including American Airlines as well) with this trip so I am not sure why they would only offer credit with just ***. I have been told over email and calls numerous times that the airline refuses to refund me and even though the DOT has required by law to issue refunds due to COVID they will not refund my tickets. I paid for trip insurance on these tickets and they do not cover a pandemic. Total cost for our flights was $3837.42
Expedia.com Response
• Aug 10, 2020
August 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** for travel to Raiatea,
French Polynesia on April 10, 2020, with a return on April 19, 2020. The
flights were canceled. Currently one of the tickets is not in Expedia’s control
to process any changes or refunds. We contacted the airline and were advised
that all of their flights were canceled because the boarders were closed by the
government due to the pandemic. They said they are not providing refunds of any
of the canceled flights. In this
case they advised that the ticket control has been suspended because the credit
card charges were disputed; as such, they will not be providing any credit for
exchange until the credit card dispute is dropped.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
Bought a round trip ticket last year (Itinerary ***). The flight was from Jan20 to APR20 but because of flight cancellations because of COVID19, we extended the return from APR to JUL. Received confirmation on 20APR and paid the fee of $110.00. Because Expedia's ticketing office did not purchase the ticket, although I received conformation. So, I was thinking all a long that I was good. I checked the Expedia site on 25JUN and saw that I have no active flights. I checked the airlines and there is no flight that the confirmation had said. I spent 20 minutes talking to customer service, 1 tier 2 manager and 4 hours on hold with being disconnected 3 times with only 1 call back. The problem was not resolved on 25JUN. I called on 26JUN to pick up where I had left off. So far I have been on hold for over 2 hours and 30 minutes to talk to a second line manager which won't be able to help because I was sent to a cooperate manager on 25JUN which is when the last call dropped. They take your number as they say "In case the call gets dropped" we will call you back. No manager had called back.
Expedia.com Response
• Aug 03, 2020
August 3,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip flight with *** Airways for travel from Bucharest,
Romania to Doha, *** on January 27, 2020, with a return on April 22, 2020. The
records show the return flight had a schedule change and the airline provided a
flight on April 23, 2020. The
customer requested a flight in July for the return. A change of more than 30
days could not be covered under a schedule change. The customer paid an additional
$110.00 for the change fee.Based on
the global pandemic policy we refunded the $110.00 paid for the change fee on
August 3, 2020. The refund time frame varies based on the posting time of the
credit card company. A refund is not being provided for the value of any of the
used flights.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
When I booked my hotel reservation for The *** Hotel in Laguna Hills, California on Expedia, the reservation listed Pay Now $0.00. Per that information, I placed my credit on file. Within minutes, I was charged for the reservation. My bank could not remove the authorization. The hotel said that they did not charge me and advised me to call the bank. And Expedia did not offer any solutions or compensation. I am forced to wait 4-7 business days due to their misleading information and unethical procedures.
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 26, 2020 via Expedia website for arrival on July 03, 2020 and departure on July 04, 2020. At the time of booking, the customer selected a hotel collect reservation and agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, July 2, 2020.Room cancellations made after 4:00 PM local hotel time, July 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.The payment timing was listed as a 100% deposit being collected at the time of booking. We were unable to find record of any contact with our customer care team regarding the billing prior to the customer reaching out to the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced trying to reach a resolution.Our records indicate the customer cancelled their reservation on June 27, 2020 using our self-service tool. As the booking was cancelled outside the penalty window, the customer should not have been billed for the booking. However, as the hotel is the billing merchant, we recommend the customer reach out to the hotel direct.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Jul 30, 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 booked an international flight through Expedia on January 19, 2020 traveling from Boston, MA to Entebbe, Uganda. My travel dates were: July 6, 2020-July 27, 2020. The total cost of my trip was : $3,708.75. My itinerary number is:***
I received multiple emails from the Airline Carrier *** on June 12, 2020, June 14, 2020 and June 15, 2020 stating my flight was canceled due to operational reasons. I spoke to a customer rep on June 17, 2020 who said I will receive a refund and they are just processing it.
I called expedia on June 26, 2020 to check on the status of my refund and the customer service rep said I would not receive a refund. I would like my refund promptly, I did not cancel the trip and expedia should honor this request.
Expedia.com Response
• Aug 03, 2020
August 3, 2020 Revdex.comComplaint DepartmentAlaska, Oregon & Western WashingtonRe: 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 flight reservation. We understand Mrs. is requesting a refund due to the COVID-19.Our records indicate that on January 19, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a reservation using Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines, from Boston, MA, United States to Entebbe, Uganda on July 26, 2020. When researching this matter we were able to process a full refund for Mrs. ***, for the amount of $3,708.75 USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Mrs. ***’s experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
Customer Response
• Aug 03, 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 booked a hotel room for my anniversary which was on June 20th. Expedia withdrew the funds on 6/16/20 from my account to purchase the hotel room. The funds came out IMMEDIATELY. I had the option to cancel the room up until 11:59 PM on the 19th of June to receive a full refund. I canceled the room at 9:27 PM on the 19th which would mean I would get a full refund. I have waited patiently for a week for the refund and have not heard anything. I called Expedia to check on the status and the representative asked me why did I cancel my reservation. I felt that was inappropriate because it was canceled PRIOR to the deadline. My wife became ill and is still ill so that made me upset that he asked. He also advised that it will take 30 days to receive a refund. I asked to speak to a supervisor and Marie came to the phone and mirrored everything he said initially.
Customer Response
• Jul 01, 2020
Good Morning,
The case involving *** and Expedia has been resolved. Thank you for your assistance.
Awful. My wife and I didn’t make it to our flight because the company never actually ticketed our booking. We got to the airport with the booking confirmation and confirmed itinerary and the airline told us that there were no tickets in their system since Expedia didn’t actually purchase them on their end.
I called them right away, spent 5 hours on the phone with 3 of them on hold with different representatives since they don't bother to give you a call back. They acknowledged the problem and that it was their fault but that's about it. They weren’t able to fix the mistake or book another ticket because they didn’t want to cover the price difference at first and almost made us to do that. Once I pressed harder they agreed to cover another flight but it was too late since those were sold out already. Had to cancel the entire trip since we had just few days available for it. Our hotel charged us a cancellation fee and car rental service did the same, we paid for Uber to and back from the airport, who will cover the expenses!? They didn’t even try to compensate for anything! We had to constantly call them asking for managers who didn’t want to talk to us to get to any sort of resolution. I would not expect that kind of customer service from such a big company! Will not recommend them and not going to use their services anymore.
Buyer beware!!!! I have used Expedia in the past and never had to cancel a trip or attempt to receive customer support. I had a trip to Europe planned for this summer and due to COVID closures and the travel ban I am not allowed to go. To start, I attempted to resolve things on my own through their website. They have not added any new features or accommodations to allow customers to navigate the need to cancel or reschedule a trip due to COVID. So I called in to try and receive customer support. What a horrible experience!!! To start they canceled my flight and sent me an email several months ago that I would receive an airline credit for when I want to rebook, but there is no proof of this credit on my online account and I never received an email stating what my credit is and proof of this credit. The individual I spoke with said that he would be able to just get me a refund since the airline/Expedia made the cancellation and told me I would receive an email shortly with confirmation. That email never came. So I had to call customer support again. The first person I spoke with was extremely rude and talked down to me. He said that I should know that I need no proof of a credit and said that I just didn't know how credit worked but that he had sufficiently explained it so that I could understand. I explained that I understand how credit works but my online profile has a page labeled "Coupons and Credits" and I have two coupons but the credit he spoke of does not show there. I asked that I just receive an email confirming the amount that I have for credit as proof for when I call to reschedule. He began yelling at me and told me I just don't know how credit works and that he can't send me anything showing my credit and that I just need to call them later and the credit will still show on their end. He said that credit doesn't show for the customer it is just for him. I then asked why Expedia would have a page for credits if they do not allow the customer to see them and he had no response to that. After being yelled at and talked down to and been refused proof of the credit I asked to speak to a different customer support agent since we were not being successful in our resolution. He responded by saying "yes, lots of people who call in hope to talk to a different person so they can get what they want and get a different answer". I explained again that all I wanted was confirmation of the credit he says that I have and yes I would like to speak with someone who is willing to show me I have credit and provide me a way to see what credit I have. I then waited on hold for another hour to try and get this resolved. It is still not resolved.
I also had booked another hotel stay through Expedia for this same trip and purchased the travel insurance Expedia offered at checkout. It is a total scam!! The travel insurance is not even through Expedia and Expedia refused to provide a refund even though the country is not allowing entry. They told me if I want a refund I have to try and contact the third party company that the travel insurance is actually through. So I now get to sit on hold with another company to try and get my refund after paying Expedia extra for travel insurance that is not even through them.
I am disgusted that this company can still operate in the United States. The pandemic has allowed me to see their true colors and I will never purchase anything through Expedia again. I am not sure how they received an A+ through Revdex.com and this status should be reviewed and changed. This company is not at all reputable!!!
If I could leave negative stars I would. I booked a trip in May to Jamaica and obviously we didn't go. When the hotel notified me that they were cancelling my reservation due to COVID I tried to contact expedia to cancel the remainder of my itinerary (flights, airport shuttle). Every time I called and gave the automated machine my itinerary number it told me that because my trip wasn't within 72 hours they were not going to help me, this was in March and the trip was at the end of May. After several failed attempts over several weeks to get a hold of them I called my credit card company and started a dispute. The credit card refunded my money and I thought that was the end of it. Well I was wrong, about a week ago I looked at my card statement and expedia had disputed my dispute and charged my card the full amount again. After 3+ hours on the phone with expedia I thought everything was figured out. Well I received the refund for the hotel and shuttle but not for the flights so I have contacted them 5 more times and no one can give me a straight answer. This is rediculous.
Expedia refuses to refund me for a cancelled Itinerary and Flight Protection Plan which is $3,713.90. My Itinerary Number is *** and my Expedia Case Number is ***.
I will appreciate if Revdex.com can help me to get a refund for an itinerary I did not cancel ASAP.
Thank you very much
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show January 19, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s website under itinerary ***. Travel was with *** Airlines Group departing on September 5, 2020 from Asuncion, Paraguay to Cape Town, South Africa and departing on September 5, 2020, and returning on September 22, 2020, for a total of $3,713.90. The flight reservation included a flight protection plan. We understand from Mrs. is seeking a refund due to an airline schedule change that altered the flight reservation. On June 25, 2020, Mrs. contacted Expedia to discuss canceling the flight reservation in hopes she would qualify for a full refund. However, based on *** Airlines rules (80 percent of the total cost) of $3,487.90, is non-refundable. Therefore, we reached out to the airline to determine the eligibility for a refund verses an airfare credit. The airline asked Expedia to submit an application on their website to request a refund on Mrs.’s behalf. Between June 26, 2020 to July 2, 2020, we contacted Mrs. in order to complete the refund application. We did attempt to complete the request, however, we are required to enter the customers passport number prior to submitting the online document. The airline will advise Mrs. by email within 15 days or longer due to the volume of refund requests. *** Airlines Group: 80 percent of the ticket is non-refundable, nontransferable and name changes are not allowed.Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines Group.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 4, 2020, Expedia submitted a second refund application on *** Airlines website for their review as we are unable to retrieve their response as its intended to be sent directly to Mrs.’s email address. In addition, *** Airlines has full control over Mrs.’s ticket as they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary.Regrettably, the flight protection plan is non-refundable 15 days after its purchased. We cannot cancel it in order to initiate a refund. Furthermore, Mrs. may access *** Airlines website to review the status of her application via my trips. If *** Airlines doesn’t respond by August 19, 2020, we recommend that Mrs. contact Expedia, at the following number, (877) 227-7481 for further assistance. Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I booked a trip with Expedia travel and my trip was canceled by the hotel in Hawaii was traveling to Hawaii but can’t go because of the COVID-19 I paid insurance fees on my trip but since the trip got canceled Expedia will not reimburse me for the insurance fees I am not canceling the trip because of me the trip got canceled by the hotel due to the COVID-19 so therefore I should be reimbursed all my money but I’m not and I want them to reimburse me back all my money so that when I rebook my trip I will not have to pay those fees again
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at *** Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia 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.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. account prior to applying the hotel discount. While we understand Ms. situation, due to the information provided above Expedia is unable to honor her refund 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,Melanie ACorporate Correspondence Team
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at Waikiki Resort Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia 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.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Alcala’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. Alcala’s account prior to applying the hotel discount. While we understand Ms. Alcala’s situation, due to the information provided above Expedia is unable to honor her refund 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,Melanie ACorporate Correspondence Team
Purchased tickets last year through Expedia for an international trip later this summer. With everything going on with Covid 19 and all the restrictions in place it appears that my trip is not going to be feasible in our current environment this year. I have reached out to Expedia to obtain a refund on my airplane ticket, at the least a credit voucher however they claim that they are not the ones responsible for canceling the reservation. They direct me to ***. *** directs me back to Expedia stating they are the ones responsible to cancel and refund the reservation since that's where it was initiated. I have spent my day going back and forth between Expedia and *** and ALL I want is my ticket refunded. I wouldn't be doing this if it wasn't for Covid-19. Expedia has an obligation to refund me or credit me back the amount of my ticket originally purchased however they are choosing not to take responsibility.
Expedia itinerary # ***
*** confirmation #
Expedia.com Response
• Aug 18, 2020
August 18,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number
*** regarding a refund. We
understand that Ms. is requesting
a refund for the flight.
Our records indicate on October 16, 2019, Ms. *** or an authorized user of the account self-booked a multiple destination
flight on *** departing on August 21, 2020 from Portland WA, USA to Istanbul,
Turkey, returning on September 6, 2020 via ***.
We can confirm From June 25, 2020 through July 3. 2020, the customer contacted
Expedia on numerous occasions in an attempt to get a refund for the reservation. Expedia reference the account and advised the
customer the ticket status had been changed and we were not able to process.
*** referred the customer to Expedia about the refund. Expedia
eventually contacted *** and was advised to submit the request via their
agency site. The refund information was
submitted per their request.
After further review on August 18, 2020, Expedia was able to review
the details of the Expedia account and the Air
France record. Expedia contacted Air
France to confirm the status of the refund. *** advised the refund was
approved on July 30, 2020 for $3430.55 and is being processed to *** card ending
***. *** advised the refund should take up to 45 days to appear on card.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted
Expedia’s Terms of Use, which expressly state:
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 travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above, Expedia is not able to honor the refund
request. The refund is being processed
by *** and *** will appear as the merchant when the refund appears
back on your *** card. 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, Di-Di
*** Corporate Correspondence Team
Itinerary # *** booked for travel to Aruba July 9, 2020 for my family of five including three minor children ages 4, 6 & 7. Travel insurance was purchased as I was travelling with small children. On June 10, 2020 I was notified via email that the airline company cancelled all direct flights to Aruba and was only offering a connecting flight. The email asked if I wanted to cancel the flight. I elected yes as I did not want connecting flights while travelling with 3 children. I cancelled this reservation online. I received an email that an airline credit was issued. I called Expedia on three separate occasions to request a refund as the flight was cancelled by the airline due to COVID-19. Each time I called Expedia I was told there were no supervisors to speak with me, on another occasion I contacted an Expedia live agent and I was put on hold for 2 and 1/2 hours because I requested information for their corporate offices to file a complaint to be inevitably hung up on. The live agent said they couldn't issue a refund as *** would not allow a refund. I'll be filing a complaint against *** also. Tried putting in a claim through the travel insurance company to no avail. Still haven't received a refund.
Expedia.com Response
• Aug 14, 2020
Aug 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Ms. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Ms. provide her itinerary number and email address used at the time of booking so that we can pull up her account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Ivette ***Corporate Correspondence Team
I had a flight to Chicago scheduled in March. It was scheduled through Expedia. Because of Covid-19 *** cancelled the flight. I have tried many times to get through to Expedia for a refund, to no avail. I've tried going through their customer service page, have been put on hold for over an hour and cannot get any response. I understand they may be inundated, but it is now 3 months later ( past the 60 days quoted on their website) and I've heard nothing. The itinerary number is Itinerary # ***.
A refund or credit should be provided.
Expedia.com Response
• Aug 12, 2020
August 12,2020Revdex.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 *** in regards to a flight reservation.Our records indicate that on January 29,2020 Ms. or an authorized user of the Expedia account, self-booked a Basic Economy, roundtrip flight reservation for one traveler under itinerary ***. Travel was aboard *** Airlines, departing on March 14,2020, from Nashville, TN, *** States, to Chicago, IL, *** States returning March 17,2020. We understand that Ms. is requesting a refund or a credit.
On March 14,2020 *** Airlines initiated an airline schedule change. Ms. contacted Expedia by online chat on the same day to request information in regards to her cancelled flight.
We contacted *** Airlines on behalf of Ms., regarding the refund request. *** informed us that since Ms., was tagged as a no show by *** Airlines and due to the restrictions of the fare, Ms., does not qualify for a refund. *** was able to open her ticket for future use, as a credit with no reissue fee until end of 2021.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines is the operating carrier and merchant of record on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.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.
We booked a *** through Expedia. A pool is very clearly advertised, after booking we learn the pool is closed, both are refusing refund, Expedia customer service won’t even discus it, *** stated their contract with Expedia doesn’t give refunds
Hello
I completed a reservation on expedia.com for a 2 night stay at *** Resort for July 1, 2020-July 3, 2020 on June 15, 2020. I chose the option to pay at the hotel with the understanding that the hotel will charge me a one night stay of $101.22 on my credit card. On June 25th, 2020, I received an email from expedia that the hotel had sent me a message through their website. in this email it explained that they were no longer accepting reservations for July 1st. They will open on July 2nd and they have moved my arrival date to July 2, 2020 and leaving July 3, 2020. I contacted the hotel *** resort immediately and the receptionist was very rude to me and told me that this was not her problem and that I needed to contact expedia. She refused to give me her name and hung up the phone. I than called expedia and explained what had just occurred. The man transfer me 3 times and finally a gentleman told me that he would be emailing someone and to keep an eye out on my personal email that I would have an updated confirmation by the end of the day. The day ended and I did not receive the email so I contacted expedia this morning on June 26, 2020 at 9:30 am. I was transferred to 3 different people where the line got disconnected after 45 minuets of being on the phone. I had no way of reaching that person again so I had to explain this from the beginning to another representative. This occurred several times over the course of 5 hours. I spoke directly with the managers in the reservations department at about 2:30 pm. She told told me after an hour of being on hold that the hotel will accommodate me to stay for 2 nights being that I arrive on July 2nd 2020 and leave July 4th, 2020 however I needed to now pay $667.00. My original price for 2 nights was only $213.00. I explained to her that this was not my fault the hotel had to move my reservation and that my original price should be honored. They already charged my credit card for a deposit and I just wanted to be able to stay for 2 nights. She told me to try again tomorrow that sometimes different days hold different rates however I expressed my concern to her that it would not be any different. that this price was more than double what I made an agreement to pay on. Based off their website they are fully booked and I cannot even book through another party. I followed all rules and rights when I placed this agreement with the hotel and it is only right that they honor their price. Right after the lady told me to call again tomorrow and I told her to please transfer me to her boss, the line was disconnected again. I spent half the day on the phone trying to be treated with respect and have their agreement honored. If I had canceled I would be held to my agreement. However this is their responsibility. I have now had to book a completely different hotel with no answer on when my deposit will even be refunded back to my credit card! Please help me.
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.We would like to offer our apologies to the customer for any confusion or difficulty they have experienced.When the hotel found out that they would not be able to reopen until July 01 they sent an email to the customer letting them know that their booking would be modified. While we understand the rate change is not ideal, we are not able to match the original rate of the reservation for the additional night added by the customer. While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers. We are sorry that the customer's experience with our customer care team didn't go as expected. When situations such as this arise we do our best to assist the customer in any way possible. However, as the hotel is the billing merchant for the reservation, we recommend they contact them directly for any refund timing questions. Regrettably, our findings remain the same and we are unable to issue any compensation.Thank you for allowing us another chance to review this case.Best Regards,The Expedia Team
Complaint: ***
I am rejecting this response because:
This is no fault of my own and had I cancelled my reservation I would have lost my deposit regardless of my reason due to that being their policy! They are responsible for this and there for should should honor my original agreed price.
Sincerely
Literally the worst customer service experience. We called to cancel our booking. We Capone to rep to have it canceled. Come to find out weeks later the rep never canceled! Every single representative I spoke to disconnected and never offered a call back. During this pandemic you would think they would care about the safety of their customers. Absolutely disgusting how you treat your customers. I am mortified and feel taken advantage of. We booked back in March 2020. And still dealing with this....
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 March 12, 2020 via *** for arrival on 13 Mar 2020 and departure on 15 Mar 2020 . At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 4:00 PM local hotel time, Thursday, March 12, 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 valueCustomer care was able to obtain approval for a refund in the amount of $265.68 . Refund processed on July 12, 2020 and was confirmed received at the customers credit card company on July 12, 2020.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The CheapTickets Team
Due to the Covid-19 Expedia cancel my trip they keep the money of the tickets, now I need a ticket they refuse to do the one I need.
They want to keep using the same reservation number, and when they issue the ticket is cancelled, And if they apply my credit they book the expensive rate in order to charge me more, when in the web site of the airline the less expensive is available, the reservation is *** there are 3 tickets worth $216.60 after been 7 hours over the phone and not solving anything I want my money.
August 5, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand Mrs. is requesting a future travel credit to rebook directly with *** to the COVID-19.
Our records indicate that on August 14, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** for three travelers. Departure on *** Airways from Fort Lauderdale, FL, United States, to New York, NY, United States on April 2, 2020 and returning on April 5, 2020 with stay at the *** New York. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When Mrs. *** purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies. While we regret that Mrs. ***’s experience was not as we would have hoped. 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,Dez MCorporate Correspondence Team
I booked a flight from St. Louis to Belfast, Northern Ireland in January 2020. Expedia.com/*** cancelled the flight and emailed me on May 27, 2020 to notify me of the cancellation due to COVID-19. I then received a notification from Expedia.com today (June 26, 2020) saying that I needed to contact them to take care of my account and to "cancel" my upcoming flight scheduled on (July 1, 2020). I contacted Expedia.com on (June 26, 2020) and spoke with Janine. I explained to her that I had received an email from them on May 27, 2020 explaining my flight had been cancelled due to COVID-19, and I did not need to contact them back. I also requested a full refund of the flight, taxes/fees, booking fee, and flight protection plan I purchased. Janine then asked to confirm my telephone number so that she could call me back if my call was dropped, because we had already been on the phone for almost an hour. She explained that she was putting me on hold while she discussed my account with her senior department. I was on hold for 5 minutes when my call was dropped. I waited 4 hours for her to return my call, but she never did. I contacted Expedia.com again and spoke with Sachin, who had to start the process all over again with "reviewing my account", dropping my call (4-5 times) and placing me on hold for several extended periods of time as he "reviewed my account." After almost 2 hours trying to work through the refund process again with Sachin, he informed me he was unable to authorize or process my refund. He explained that he would have to send an email to the airline (***) to submit my request for a refund. When I asked to speak to his senior department, I was placed on hold for another extended period of time, no one ever picked up the phone, and finally the call was dropped. I tried to contact *** directly but was unable to speak with anyone due to COVID-19 and their shortage of employees answering their telephones. I did NOT cancel this flight, even though I did purchase flight protection to protect myself from this very thing. This flight was cancelled by Expedia.com/***, who are now making it very difficult for me to be refunded for the amount I submitted for travelling to Northern Ireland. My mother was also travelling with me on the same day, so I was trying to process her refund as well.
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“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 flight
reservation. We understand Mrs. is requesting a full refund of $1,454.49 for two itineraries *** and
*** due to the COVID-19.
Our records indicate that on January 11, 2020, Mrs. ***, or an authorized user of her Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** and *** for one
traveler. Departure on ***, from St. Louis, MO, United States to Belfast, Northern Ireland, UK on July 1,
2020 and returning on July 21, 2020 with added Travel Protection Flight Protection Plan.
We would like to inform you, we have contacted *** regarding a refund due to the schedule change Mrs.
have advised took place on her reservation. According to ***, they are researching this matter and will
provide an appropriate response as soon as possible. Regrettably, the airline has advised they are facing an
exceptionally high amount of enquiries. Consequently, handling your case may take more than 120 business days for a
response.While we regret that Mrs.’s experience was not as we would have hoped. 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,Dez MCorporate Correspondence Team
Good afternoon. On 2/21/20, my husband and I booked a roundtrip flight from Newark, NJ to Lisbon, Portugal through Expedia.com (itinerary number ***). The cost of the trip was $693.95 per person for a total of $1,387.90.
Yesterday, 6/25/20 I received an email from Expedia advising that the airline (***) had cancelled our tickets. I immediately called the airline to find out what happened, since our son was also on that flight and I hadn't received any information on him. *** informed me that the flights had indeed been cancelled, but that the flight was still on and *** was not the one to issue the cancellation. The agent I spoke with advised me to call Expedia immediately to find out what happened. I called Expedia and the agent I spoke with advised me that the flight had been cancelled by someone on their side, stated it was an error and that he was going to try and get me back on the same flight since my son was also on it. The agent tried to use the *** reservation code ***, but was not able to because the code was "corrupted" and the computer wouldn't allow him to use it. My only option was to make a new reservation online if we wanted to get on that flight.
I did as I was told, went online and made a new reservation, paying $2,445.20 for myself and my husband, with $1,057.30 difference for the original ticket. Expedia did not offer any form of refund, when they were the ones who made the mistake, I had already paid for my tickets back in February, and had to pay almost double for two new ones. I got in touch with my credit card company and they told me that they will definitely dispute the original ticket which was cancelled for the amount of $1,387.90, but I'm still $1,057.30 short for the extra amount I had to pay for the tickets I purchased yesterday.
I'm asking for your help in having Expedia refund my money. They made the mistake and they should affront their responsibility. I should't have to pay over a thousand dollars for something that was 100% not my fault. I was not given any instructions on how to complain, no one to turn to, nothing. Please help me resolve this as soon as possible. Thank you.
August 3,
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 14497467, from ***. ***.The
customer purchased tickets for two passengers for travel to Santiago de
Compostela, Spain, departing on July 23, 2020 and returning on August 23, 2020.
Currently, the tickets are in used status.To review
the situation further with the airline we will need documentation from the
customer showing the charges paid and the ticket numbers. Any additional detail
such as, whether the charges included change fees, new tickets or an exchange
would be helpful as well.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 use Expedia for all bookings and have over 10 years. On 6/10/20 I booked a flight and hotel from BNA to Washington D.C through Expedia for 6/11/20-6/13/20. Get to the hotel check in they could not find my booking. The *** ended up asking for my debit hard for incidentals of 75.00. I get back home check my bank account and $162.10 came out a second time which I paid Expedia $628.78 on 6/10/20 when I booked 2 flights and a hotel at ***. I called the hotel they said that *** credit card declined so they had to charge me. THIS IS BAD BUSINESS!!!! What if I didn't have any money in my account after paying Expedia and when the hotel attempted to charge me the credit declined and I would have been stuck in DC with NO ROOM! What if the airline said the card declined as well I would have missed my flight and been stuck at the airport!!! this could have bee even worse than it was. Getting back home I had bills coming out on auto pay, what if something like my mortgage declined due to this error with Expedia? All Expedia did was transfer me to 6 different people within 30 minutes or so before the last person Oscar says he called the hotels and give it 30 days for my money to be refunded for the double charge. No one was even trying to help me! They were playing with my time and money and I was at work. I used Expedia for my Mexico trip last year what if my out of the country trip experienced this issue? This would have completely messed up my birthday trip! This has been a horrible experience and no one could even apologize or offer me any of my money back or a hotel credit or points for my next travel. I need something done for all of my inconvenience with Expedia. I didn't ask for the $628.76back but something for my inconvenience and bad customer service. They do not care how they treat their paying customers! They also need to make sure when a customer pays them that they pay the airline and hotels!!! They need to give refund, reward points for next trip or credit for my next booking with the. Something needs to be done.
August 2,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two nights with the *** Crystal City-Washington,
D.C., and two roundtrip tickets with *** Airlines. The cost
of the package was $628.76. Of the $628.76, $466.66 was for the flight and
charged directly by *** Airlines, and $162.10 was for the hotel and was
charged directly by Expedia. We did not locate any other hotel reservations for
check in on the same night, or with the same hotel.The hotel
room has since been refunded. If the customer has duplicate charges posted to
their credit card and still need assistance, they may provide a copy of the
credit card statement showing both charges with transaction data such as the
reference number, or itinerary number. If provided we will research the charges
further. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
August 2,
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 14497100, from Candyce Kelley.The
customer purchased two nights with the *** Crystal City-Washington,
D.C., and two roundtrip tickets with *** Airlines. The cost
of the package was $628.76. Of the $628.76, $466.66 was for the flight and
charged directly by *** Airlines, and $162.10 was for the hotel and was
charged directly by Expedia. We did not locate any other hotel reservations for
check in on the same night, or with the same hotel.The hotel
room has since been refunded. If the customer has duplicate charges posted to
their credit card and still need assistance, they may provide a copy of the
credit card statement showing both charges with transaction data such as the
reference number, or itinerary number. If provided we will research the charges
further. 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
Booked an international flight with expedia back on 9/5/19 for travel dates 0f 4/10-4/20/20 and they were cancelled due to covid. I have been asking for a refund since april and they keep refusing only offering me a flight credit that is ONLY valid with *** until december 2020. I do not want a credit, I should be able to get a full refund. My payment was made through expedia and I had flights on multiple airlines (including American Airlines as well) with this trip so I am not sure why they would only offer credit with just ***. I have been told over email and calls numerous times that the airline refuses to refund me and even though the DOT has required by law to issue refunds due to COVID they will not refund my tickets. I paid for trip insurance on these tickets and they do not cover a pandemic. Total cost for our flights was $3837.42
August 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** for travel to Raiatea,
French Polynesia on April 10, 2020, with a return on April 19, 2020. The
flights were canceled. Currently one of the tickets is not in Expedia’s control
to process any changes or refunds. We contacted the airline and were advised
that all of their flights were canceled because the boarders were closed by the
government due to the pandemic. They said they are not providing refunds of any
of the canceled flights. In this
case they advised that the ticket control has been suspended because the credit
card charges were disputed; as such, they will not be providing any credit for
exchange until the credit card dispute is dropped.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
Bought a round trip ticket last year (Itinerary ***). The flight was from Jan20 to APR20 but because of flight cancellations because of COVID19, we extended the return from APR to JUL. Received confirmation on 20APR and paid the fee of $110.00. Because Expedia's ticketing office did not purchase the ticket, although I received conformation. So, I was thinking all a long that I was good. I checked the Expedia site on 25JUN and saw that I have no active flights. I checked the airlines and there is no flight that the confirmation had said. I spent 20 minutes talking to customer service, 1 tier 2 manager and 4 hours on hold with being disconnected 3 times with only 1 call back. The problem was not resolved on 25JUN. I called on 26JUN to pick up where I had left off. So far I have been on hold for over 2 hours and 30 minutes to talk to a second line manager which won't be able to help because I was sent to a cooperate manager on 25JUN which is when the last call dropped. They take your number as they say "In case the call gets dropped" we will call you back. No manager had called back.
August 3,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip flight with *** Airways for travel from Bucharest,
Romania to Doha, *** on January 27, 2020, with a return on April 22, 2020. The
records show the return flight had a schedule change and the airline provided a
flight on April 23, 2020. The
customer requested a flight in July for the return. A change of more than 30
days could not be covered under a schedule change. The customer paid an additional
$110.00 for the change fee.Based on
the global pandemic policy we refunded the $110.00 paid for the change fee on
August 3, 2020. The refund time frame varies based on the posting time of the
credit card company. A refund is not being provided for the value of any of the
used flights.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
When I booked my hotel reservation for The *** Hotel in Laguna Hills, California on Expedia, the reservation listed Pay Now $0.00. Per that information, I placed my credit on file. Within minutes, I was charged for the reservation. My bank could not remove the authorization. The hotel said that they did not charge me and advised me to call the bank. And Expedia did not offer any solutions or compensation. I am forced to wait 4-7 business days due to their misleading information and unethical procedures.
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 26, 2020 via Expedia website for arrival on July 03, 2020 and departure on July 04, 2020. At the time of booking, the customer selected a hotel collect reservation and agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, July 2, 2020.Room cancellations made after 4:00 PM local hotel time, July 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.The payment timing was listed as a 100% deposit being collected at the time of booking. We were unable to find record of any contact with our customer care team regarding the billing prior to the customer reaching out to the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced trying to reach a resolution.Our records indicate the customer cancelled their reservation on June 27, 2020 using our self-service tool. As the booking was cancelled outside the penalty window, the customer should not have been billed for the booking. However, as the hotel is the billing merchant, we recommend the customer reach out to the hotel direct.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia 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 booked an international flight through Expedia on January 19, 2020 traveling from Boston, MA to Entebbe, Uganda. My travel dates were: July 6, 2020-July 27, 2020. The total cost of my trip was : $3,708.75. My itinerary number is:***
I received multiple emails from the Airline Carrier *** on June 12, 2020, June 14, 2020 and June 15, 2020 stating my flight was canceled due to operational reasons. I spoke to a customer rep on June 17, 2020 who said I will receive a refund and they are just processing it.
I called expedia on June 26, 2020 to check on the status of my refund and the customer service rep said I would not receive a refund. I would like my refund promptly, I did not cancel the trip and expedia should honor this request.
August 3, 2020 Revdex.comComplaint DepartmentAlaska, Oregon & Western WashingtonRe: 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 flight reservation. We understand Mrs. is requesting a refund due to the COVID-19.Our records indicate that on January 19, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a reservation using Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines, from Boston, MA, United States to Entebbe, Uganda on July 26, 2020. When researching this matter we were able to process a full refund for Mrs. ***, for the amount of $3,708.75 USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Mrs. ***’s experience was not as we would have hoped, we have resolved the 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,Dez ***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 booked a hotel room for my anniversary which was on June 20th. Expedia withdrew the funds on 6/16/20 from my account to purchase the hotel room. The funds came out IMMEDIATELY. I had the option to cancel the room up until 11:59 PM on the 19th of June to receive a full refund. I canceled the room at 9:27 PM on the 19th which would mean I would get a full refund. I have waited patiently for a week for the refund and have not heard anything. I called Expedia to check on the status and the representative asked me why did I cancel my reservation. I felt that was inappropriate because it was canceled PRIOR to the deadline. My wife became ill and is still ill so that made me upset that he asked. He also advised that it will take 30 days to receive a refund. I asked to speak to a supervisor and Marie came to the phone and mirrored everything he said initially.
Good Morning,
The case involving *** and Expedia has been resolved. Thank you for your assistance.
Thanks in advance
Awful. My wife and I didn’t make it to our flight because the company never actually ticketed our booking. We got to the airport with the booking confirmation and confirmed itinerary and the airline told us that there were no tickets in their system since Expedia didn’t actually purchase them on their end.
I called them right away, spent 5 hours on the phone with 3 of them on hold with different representatives since they don't bother to give you a call back. They acknowledged the problem and that it was their fault but that's about it. They weren’t able to fix the mistake or book another ticket because they didn’t want to cover the price difference at first and almost made us to do that. Once I pressed harder they agreed to cover another flight but it was too late since those were sold out already. Had to cancel the entire trip since we had just few days available for it. Our hotel charged us a cancellation fee and car rental service did the same, we paid for Uber to and back from the airport, who will cover the expenses!? They didn’t even try to compensate for anything! We had to constantly call them asking for managers who didn’t want to talk to us to get to any sort of resolution. I would not expect that kind of customer service from such a big company! Will not recommend them and not going to use their services anymore.
Buyer beware!!!! I have used Expedia in the past and never had to cancel a trip or attempt to receive customer support. I had a trip to Europe planned for this summer and due to COVID closures and the travel ban I am not allowed to go. To start, I attempted to resolve things on my own through their website. They have not added any new features or accommodations to allow customers to navigate the need to cancel or reschedule a trip due to COVID. So I called in to try and receive customer support. What a horrible experience!!! To start they canceled my flight and sent me an email several months ago that I would receive an airline credit for when I want to rebook, but there is no proof of this credit on my online account and I never received an email stating what my credit is and proof of this credit. The individual I spoke with said that he would be able to just get me a refund since the airline/Expedia made the cancellation and told me I would receive an email shortly with confirmation. That email never came. So I had to call customer support again. The first person I spoke with was extremely rude and talked down to me. He said that I should know that I need no proof of a credit and said that I just didn't know how credit worked but that he had sufficiently explained it so that I could understand. I explained that I understand how credit works but my online profile has a page labeled "Coupons and Credits" and I have two coupons but the credit he spoke of does not show there. I asked that I just receive an email confirming the amount that I have for credit as proof for when I call to reschedule. He began yelling at me and told me I just don't know how credit works and that he can't send me anything showing my credit and that I just need to call them later and the credit will still show on their end. He said that credit doesn't show for the customer it is just for him. I then asked why Expedia would have a page for credits if they do not allow the customer to see them and he had no response to that. After being yelled at and talked down to and been refused proof of the credit I asked to speak to a different customer support agent since we were not being successful in our resolution. He responded by saying "yes, lots of people who call in hope to talk to a different person so they can get what they want and get a different answer". I explained again that all I wanted was confirmation of the credit he says that I have and yes I would like to speak with someone who is willing to show me I have credit and provide me a way to see what credit I have. I then waited on hold for another hour to try and get this resolved. It is still not resolved.
I also had booked another hotel stay through Expedia for this same trip and purchased the travel insurance Expedia offered at checkout. It is a total scam!! The travel insurance is not even through Expedia and Expedia refused to provide a refund even though the country is not allowing entry. They told me if I want a refund I have to try and contact the third party company that the travel insurance is actually through. So I now get to sit on hold with another company to try and get my refund after paying Expedia extra for travel insurance that is not even through them.
I am disgusted that this company can still operate in the United States. The pandemic has allowed me to see their true colors and I will never purchase anything through Expedia again. I am not sure how they received an A+ through Revdex.com and this status should be reviewed and changed. This company is not at all reputable!!!
If I could leave negative stars I would. I booked a trip in May to Jamaica and obviously we didn't go. When the hotel notified me that they were cancelling my reservation due to COVID I tried to contact expedia to cancel the remainder of my itinerary (flights, airport shuttle). Every time I called and gave the automated machine my itinerary number it told me that because my trip wasn't within 72 hours they were not going to help me, this was in March and the trip was at the end of May. After several failed attempts over several weeks to get a hold of them I called my credit card company and started a dispute. The credit card refunded my money and I thought that was the end of it. Well I was wrong, about a week ago I looked at my card statement and expedia had disputed my dispute and charged my card the full amount again. After 3+ hours on the phone with expedia I thought everything was figured out. Well I received the refund for the hotel and shuttle but not for the flights so I have contacted them 5 more times and no one can give me a straight answer. This is rediculous.
To Whom It May Concern,
Expedia refuses to refund me for a cancelled Itinerary and Flight Protection Plan which is $3,713.90. My Itinerary Number is *** and my Expedia Case Number is ***.
I will appreciate if Revdex.com can help me to get a refund for an itinerary I did not cancel ASAP.
Thank you very much
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show January 19, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s website under itinerary ***. Travel was with *** Airlines Group departing on September 5, 2020 from Asuncion, Paraguay to Cape Town, South Africa and departing on September 5, 2020, and returning on September 22, 2020, for a total of $3,713.90. The flight reservation included a flight protection plan. We understand from Mrs. is seeking a refund due to an airline schedule change that altered the flight reservation. On June 25, 2020, Mrs. contacted Expedia to discuss canceling the flight reservation in hopes she would qualify for a full refund. However, based on *** Airlines rules (80 percent of the total cost) of $3,487.90, is non-refundable. Therefore, we reached out to the airline to determine the eligibility for a refund verses an airfare credit. The airline asked Expedia to submit an application on their website to request a refund on Mrs.’s behalf. Between June 26, 2020 to July 2, 2020, we contacted Mrs. in order to complete the refund application. We did attempt to complete the request, however, we are required to enter the customers passport number prior to submitting the online document. The airline will advise Mrs. by email within 15 days or longer due to the volume of refund requests. *** Airlines Group: 80 percent of the ticket is non-refundable, nontransferable and name changes are not allowed.Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines Group.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 4, 2020, Expedia submitted a second refund application on *** Airlines website for their review as we are unable to retrieve their response as its intended to be sent directly to Mrs.’s email address. In addition, *** Airlines has full control over Mrs.’s ticket as they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary.Regrettably, the flight protection plan is non-refundable 15 days after its purchased. We cannot cancel it in order to initiate a refund. Furthermore, Mrs. may access *** Airlines website to review the status of her application via my trips. If *** Airlines doesn’t respond by August 19, 2020, we recommend that Mrs. contact Expedia, at the following number, (877) 227-7481 for further assistance. Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I booked a trip with Expedia travel and my trip was canceled by the hotel in Hawaii was traveling to Hawaii but can’t go because of the COVID-19 I paid insurance fees on my trip but since the trip got canceled Expedia will not reimburse me for the insurance fees I am not canceling the trip because of me the trip got canceled by the hotel due to the COVID-19 so therefore I should be reimbursed all my money but I’m not and I want them to reimburse me back all my money so that when I rebook my trip I will not have to pay those fees again
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at *** Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia 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.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. account prior to applying the hotel discount. While we understand Ms. situation, due to the information provided above Expedia is unable to honor her refund 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,Melanie ACorporate Correspondence Team
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at Waikiki Resort Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia 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.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Alcala’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. Alcala’s account prior to applying the hotel discount. While we understand Ms. Alcala’s situation, due to the information provided above Expedia is unable to honor her refund 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,Melanie ACorporate Correspondence Team
Purchased tickets last year through Expedia for an international trip later this summer. With everything going on with Covid 19 and all the restrictions in place it appears that my trip is not going to be feasible in our current environment this year. I have reached out to Expedia to obtain a refund on my airplane ticket, at the least a credit voucher however they claim that they are not the ones responsible for canceling the reservation. They direct me to ***. *** directs me back to Expedia stating they are the ones responsible to cancel and refund the reservation since that's where it was initiated. I have spent my day going back and forth between Expedia and *** and ALL I want is my ticket refunded. I wouldn't be doing this if it wasn't for Covid-19. Expedia has an obligation to refund me or credit me back the amount of my ticket originally purchased however they are choosing not to take responsibility.
Expedia itinerary # ***
*** confirmation #
August 18,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number
*** regarding a refund. We
understand that Ms. is requesting
a refund for the flight.
Our records indicate on October 16, 2019, Ms. *** or an authorized user of the account self-booked a multiple destination
flight on *** departing on August 21, 2020 from Portland WA, USA to Istanbul,
Turkey, returning on September 6, 2020 via ***.
We can confirm From June 25, 2020 through July 3. 2020, the customer contacted
Expedia on numerous occasions in an attempt to get a refund for the reservation. Expedia reference the account and advised the
customer the ticket status had been changed and we were not able to process.
*** referred the customer to Expedia about the refund. Expedia
eventually contacted *** and was advised to submit the request via their
agency site. The refund information was
submitted per their request.
After further review on August 18, 2020, Expedia was able to review
the details of the Expedia account and the Air
France record. Expedia contacted Air
France to confirm the status of the refund. *** advised the refund was
approved on July 30, 2020 for $3430.55 and is being processed to *** card ending
***. *** advised the refund should take up to 45 days to appear on card.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted
Expedia’s Terms of Use, which expressly state:
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 travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above, Expedia is not able to honor the refund
request. The refund is being processed
by *** and *** will appear as the merchant when the refund appears
back on your *** card. 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, Di-Di
*** Corporate Correspondence Team
Itinerary # *** booked for travel to Aruba July 9, 2020 for my family of five including three minor children ages 4, 6 & 7. Travel insurance was purchased as I was travelling with small children. On June 10, 2020 I was notified via email that the airline company cancelled all direct flights to Aruba and was only offering a connecting flight. The email asked if I wanted to cancel the flight. I elected yes as I did not want connecting flights while travelling with 3 children. I cancelled this reservation online. I received an email that an airline credit was issued. I called Expedia on three separate occasions to request a refund as the flight was cancelled by the airline due to COVID-19. Each time I called Expedia I was told there were no supervisors to speak with me, on another occasion I contacted an Expedia live agent and I was put on hold for 2 and 1/2 hours because I requested information for their corporate offices to file a complaint to be inevitably hung up on. The live agent said they couldn't issue a refund as *** would not allow a refund. I'll be filing a complaint against *** also. Tried putting in a claim through the travel insurance company to no avail. Still haven't received a refund.
Aug 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Ms. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Ms. provide her itinerary number and email address used at the time of booking so that we can pull up her account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Ivette ***Corporate Correspondence Team
I had a flight to Chicago scheduled in March. It was scheduled through Expedia. Because of Covid-19 *** cancelled the flight. I have tried many times to get through to Expedia for a refund, to no avail. I've tried going through their customer service page, have been put on hold for over an hour and cannot get any response. I understand they may be inundated, but it is now 3 months later ( past the 60 days quoted on their website) and I've heard nothing. The itinerary number is Itinerary # ***.
A refund or credit should be provided.
August 12,2020Revdex.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 *** in regards to a flight reservation.Our records indicate that on January 29,2020 Ms. or an authorized user of the Expedia account, self-booked a Basic Economy, roundtrip flight reservation for one traveler under itinerary ***. Travel was aboard *** Airlines, departing on March 14,2020, from Nashville, TN, *** States, to Chicago, IL, *** States returning March 17,2020. We understand that Ms. is requesting a refund or a credit.
On March 14,2020 *** Airlines initiated an airline schedule change. Ms. contacted Expedia by online chat on the same day to request information in regards to her cancelled flight.
We contacted *** Airlines on behalf of Ms., regarding the refund request. *** informed us that since Ms., was tagged as a no show by *** Airlines and due to the restrictions of the fare, Ms., does not qualify for a refund. *** was able to open her ticket for future use, as a credit with no reissue fee until end of 2021.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines is the operating carrier and merchant of record on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.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