On 2/9/2020 I purchased a round trip package deal to Amsterdam (5/20-5/26) from Expedia for $3528.90 (1632.54 for flights & 1896.36 for hotel). I had tried to contact Expedia numerous times in March/April regarding an e-mail they had sent me stating they are cancelling my flight/trip due to COVID-19. During which time , I was not able to get in contact with a representative because the phone call would automatically disconnect due to my trip not being within a ten day window for someone to assist me. In April, I went ahead and filed a dispute with my Credit Card company and they assisted me with communicating with Expedia, at which time Expedia stated they will not refund me any amount for my trip and will ONLY offer a credit which expires in 2/2021, essentially forcing me to travel by then or I will be out of $1632.54 in flight credit. The hotel I was supposed to stay at during my trip had sent me an e-mail on 4/23 as well saying that there doors are closed until 5/31.. which means I would not have been able to stay there even if flights weren’t cancelled by Expedia. I tried contacting Expedia again today (6/25) and was put on hold by a pre-recorded message for over two hours at which time the phone call disconnected.. Throughout my dispute with Capital One against Expedia, they requested certain information to be provided, at which time I came across the USDOT.gov website which states that “Per federal regulation, airlines are required to offer refunds if a flight is canceled, or if the itinerary is significantly altered, even if the ticket was originally non-refundable” *** — I had also found a news article in MA that provided that there were numerous cases of Expedia customers who were unfairly refused refunds but then issued full refunds due to political pressure. Clearly there policy is very inconsistent and is unacceptable. — https://www.
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 Mr. *** #*** regarding a refund for his package reservation.Our records indicate that on February 9,2020 Mr., or an authorized user of the Expedia account, called Expedia to reserve a package booking for two passengers, under itinerary ***. Travel was aboard *** Air Lines. Departing on May 20,2020, from New York, NY, United States to Amsterdam, Netherlands returning May 26,2020. We understand Mr. is requesting a refund for his flight portion.
On August 9,2020 we processed a refund back to the customer original form of payment for the amount 1,032.54 for his flight portion .
The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant it can take up to 8 – 12 weeks.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette ***
Corporate Correspondence Team
Customer Response
• Aug 12, 2020
Complaint: ***
I am rejecting this response because: I received an email from Expedia stating that they will be refunding me the amount of $1632.54 for my flights, how come in this email it states I am receiving $1032.54
Sincerely
Expedia.com Response
• Aug 18, 2020
August 18,2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. ***. We regret to hear Mr. *** did not accept our resolution offered. We have reviewed the information Mr. *** provided to further address his concerns.We are aware of the full amount of the flight being 1,632.54. A initial refund of 1032.54 was processed on August 9,2020. A second refund was processed of 600.00 for the remaining amount on August 15,2020.For the full amount of the flight cost , we apologize for any confusion.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette *** Corporate Correspondence Team
Due to an event cancelled due to COVID-19, I cancelled a hotel reservation that was booked a few months out. Upon cancellation, Expedia extended an offer to give me 115% of my refund, if I were to accept a voucher to apply toward a future booking on Expedia. Normally I would just receive a credit card refund, but I chose this promo, and read the terms. The terms state that the amount does not expire. It also states that the Base Value is due back to the customer (minus the promo amount of 15%) in the event of cancellation of a reservation after using the voucher. I used my voucher this week to book a hotel, but then realized that I needed to book a different hotel, so I cancelled the reservation. However, I did not receive the refund for the Base Value of the voucher, and when I called, their customer service rep overseas tells me that I will NOT get my refund, since the funds are a one time use ‘Coupon’. I explained that it is not a coupon, but a promo that was offered to me to keep my funds in my Expedia account, with the 15% promo amount. I told them that I understand if I lose that 15% bonus, but that my actual money spent is to be refunded. They adamantly refuse to do so, and keep calling the full amount a ‘coupon’, which it is not. At this point, they owe me $617.64 of my own money. The voucher was for $710 with the COVID promo. Here is an exact cut and paste of their terms:
The voucher cannot be used for any booking previously made. It will be deemed fully redeemed once a qualifying booking has been made. If your booking amount is less than the voucher amount, you will receive the balance in the form of another voucher. The voucher may not be re-used, even in the event that you change or cancel your booking. If you change or cancel a booking you made with the voucher, any balance will be remitted to you in the form of another voucher. Where cash refunds of unused portions of the voucher are required by law, refunds will be limited to the Base Value only, but not any remaining Promotional Value. The Base Value of the voucher will be deemed to have been redeemed first, followed by the Promotional Value.
Expedia is not honoring the amount due back to me, for cancelling within appropriate time (I cancelled not only before the deadline, but also just within the same day of booking). I rebooked a different hotel in cash, because I did not receive the base amount back in the form of a new voucher.
Thank you for your help in this matter.
Sincerely
Expedia.com Response
• Jul 31, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 22, 2020 via Expedia's mobile app for arrival on July 3rd, 2020 and departure on July 5th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 11:59 PM local hotel time, Thursday, July 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.June 25th through July 21st, The customer contacted customer care to request that a coupon be reissued for a cancelled reservation. A supervisor requested that the coupon be added back to the account on July 21st.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Please allow 30 days for processing for the coupon to be added back to the account.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I have booked my flight via expedia, and my flight was cancelled due to Covid-19 locked down.
When I contacted the airline while re-booking my flight they told me to contact Expedia as they are the party while booking my ticket.
I have booked the fresh ticket without any adjustment as Expedia need to connect with airlines for the initial flight refund, and the airline sent me an email as well.
So I have contacted the Expedia and they told me that my refund initiated successfully.
When after a week I have connected again to expedia to check the refund amount, they told me they lied to me and there is no refund and I have to contact airlines again.
Please resolve this issue as airlines saying they can't do anything as ticket booked via agent.
Expedia.com Response
• Aug 11, 2020
August 11, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that on December 11, 2020 the customer, or an
authorized user of the Expedia account, self-booked a round trip flight
reservation for one passenger on Expedia's website, under the itinerary ***. The customer booked a flight with *** departing on February
24, from San Francisco, Ca, Delhi ,In and returning on March 25, 2020 . Our records
indicate that on March 21,2020
The customer’s flight back to San Francisco from Delhi were canceled by the
airline .On June 20, 2020 The customer called in for a refund due to
their returning flights being canceled and was advised that their flight ticket
only qualified for future flight credit according to the airlines policy. On June
22, 2020 The customer called in for a refund and we sent out a request to *** for a partial refund . On June 24, 2020 the Request was rejected by ***. On August 11, 2020 we reached out to *** on the behalf of the customer
and we were informed that the customer’s ticket was not eligible for a refund .
However it was eligible for future flight credit with ***. *** informed
us that the customer must reach out to them to apply the future flight credit
to any reservation the customer desires to book with ***. The customer’s Flight reservation does not
qualify for a refund. 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 and
*** Airlines were the operating carriers and merchants of record (the
entities that received the funds and the companies that charged the credit
card) on this itinerary. We hope you understand we must
adhere to the policies dictated by the airlines. At
the time of booking, the customer agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and
can be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret experience
for the customer was not as we would
have hoped, based on the information provided above, we are unable to provide a
refund on this matter. 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, Perrie ***Corporate Correspondence Team...
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because:
When I connected to Expedia(06/22) they confirmed and sent me tweet that they have initiated the refund process(Please find the attached screenshot), and asked to wait for 8 weeks.
Not sure what was the intention of providing false information and ask me to wait for 8 weeks.
Than they asked me to contact airlines (multiple time), which refused to refund citing that it was booked via Expedia so they cannot help. I don't agreed with the response from expedia putting blame on the passenger and airlines and side line itself from the responsibility, If they have booked the tickets it's there responsibility as well. Why they are showing the fine prints now.
Sincerely
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint Department Re: Expedia Case #: ***Dear *** ,We apologize for any misinformation that you may have received
during our time assisting you in this matter. However on August 9, 2020 We reached out to Air
India on your behalf and we were informed that *** can only issue a
future flight credit . You can also go online to *** and fill out a
refund request form so that the airline may
further review your request for a possible refund, However it is not guaranteed . While we regret your experience was not as we would have hoped, based on
the information given us by *** , we are unable to provide a refund on
this matter. 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,
Perrie ***Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because: I don't believe them, they just throw me under the bus to deal with *** where *** is redirecting me to Expedia.I think they don't take any onwership, it's ok you may close the ticket as from there behavior they are not interested to resolve it.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased flight ticket through Expedia.com. My flight got cancel due Covid-19. never got email from Expedia or *** Airlines got cancel. I called Expedia 1 week before the flight, they said they gonna credit my Ticket by using the flight before March 2021. At the moment I don’t think I use the credit, so I called my credit card (Discover Card ) ti dispute the ticket. However unfortunately my credit card can’t help ( they did gave me temporary credit but the investigation not enough evidence so my credit card cancel the dispute ). On June 16 Expedia sent me email showing I can use my credit on my ticket so on June 21 I called Expedia planning use my credit by booking another ticket for next year but they said I can’t use the ticket because the ticket was refund. I kinda confused because I never get any email from them saying the ticket was refund. I talk to Mr *** ( the supervisor ) he said he will send me email by 48 hours saying the ticket will refund. 3 days past and I still never get the email, try call them back but I have to wait for 2 / 3 hours and got disconnected. Try email and text them still never get answer. I also email *** Airlines, they said I have contact Expedia. I feel Expedia liar to me and committed a fraud by holding my money. I’m not the person who cancel the flight, *** Airlines the one cancel the flight. I also have insurance but Covid 19 it’s not cover by insurance. It’s so frustrated and hopeless. I was wondering where’s is my money ? And why I can’t use the credit or get the refund.
Expedia.com Response
• Aug 10, 2020
August 10, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 Miss. (Revdex.com case
number ***)
regarding his flight reservation. We understand the customer is requesting a
refund . Our records indicate that on November
27, 2019 The customer, or an authorized
user of the Expedia account, self-booked a round trip fare for one passenger on Expedia's website, under
itinerary ***. On April 15,2020 Miss Cessna’s flights were
canceled by the airline .On June 21, 2020 The customer called in , in regards
to their flight status and was advised according to our record the customers
flights where in processed for a refund by the airline .the customer was
informed that Expedia has no control over the airlines refund processing time .
On August 10, 2020 customer called in inquiring about the airlines refund timing
and was advised the refund could take up to 8-12 weeks to appear in the
customer’s account .We apologize for
any inconvenience this may be causing Miss. .However The time it
takes for the refund to post to Ms. account varies, depending on the
time it takes the airline and her credit card company to process refunds.
Because the refund is coming directly from the merchants, *** Airlines , it can take up to 8 – 12
weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Sincerely,Perrie ***Corporate Correspondence TeamTell us why here...
and Expedia partnered to offer a credit card that give Expedia rewards points. I have accumulated approximately 72,000 Expedia rewards on my card, and my credit card statements show that *** gave me the rewards points. Phone calls with *** confirm this. However, these points never showed up in my Expedia account as they should have. After many hours of phone calls and internet chats with Expedia reps, my points are still missing, and Expedia customer service reps have not offered a next step, an escalation, or any remedy.
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 Mr.
***, Revdex.com case number *** regarding reward
points. We understand that Mr. is requesting we add the missing 70,000 reward points to the Expedia
account.
We can confirm on June 25, 2020 , the customer called in and advised that he
signed up for *** 70,000 Expedia point promotion in November of 2019.
*** confirmed he is eligible and they have credited the points but he has
not received them in the account. Our representative created a case and submitted
the information to our Loyalty Department.
After further review on August 18, 2020 , Expedia was able to review
the details of the Expedia account and the available
points on the Expedia account are 73,322.
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
Customer Response
• Aug 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I’ve been waiting for my refund for 2 months. I paid extra for travel insurance and I still have not received any refund. They claim they are waiting on the airline but I called the airline and they are waiting for Expedia to call them to release the refund for 2 months. I called their customer service and left my callback number and I picked up the phone and their automatic messages said Hung up on me and now I’m waiting another hour to speak to customer service
Not even Kidding... Im rescheduling a Covid Flight... I booked the new flights... At 330 AM I got an email saying my flights were cancelled. *** Airlines said" we didn't cancel that flight, expedia didn't actually but the ticket"..... ok what the actual ***.... I call Expedia back.... spend all day on the phone... The woman confirmed its their fault that the ticket purchase wasn't made so the reservation got cancelled... Then proceeds to tell me I can still get the same flights... a day later... but now the price has gone up.... What a ***ing joke. You should be so embarrassed this is the 3rd terrible customer service experience with Expedia. EVERYONE STOP USING THEM. THEY ARE TRASH. EXPEDIA IS CANCELLED. DO NOT GIVE THEM MORE MONEY FOR THEIR INCOMPETENCY.
Horrible experience, had to call 6 different times to Reschedule my trip, each time I had at least a 2 1/2 hr hold time.... I was transferred from one rep to another and got disconnected 3 of the times I called. Every time I called I was assured that my trip was rebooked only to find out every time it was not and the airline company cancelled it because the tickets were never issued!!! All the reps I spoke to were nice except for 1 extremely rude and useless woman I dealt with!!!! Once I finally had my new booking, they messed up by downgrading my return flight which I had paid extra for!!! Extremely disappointed and will not use in the future!!!!! I’m a very unhappy customer who wasted a lot of my valuable time on unecesssary calls!!!!!!!!
I purchased airline tickets to Europe on March 3rd, my flight was canceled on April 28th by the airlines as the route I was booked on was no longer being serviced as Italy is one of the most heavily impacted countries by the COVID-19 virus. I called Expedia right away that day but due to the high call volume and the automated nature of their phone lines they would only accept calls for a reservation that was occurring in the next 3 days. In order to get through you needed to enter an itinerary number that was within 3 days (if it was not within 3 days it would hang up on you), additionally there was no option to press 0 to get through to anyone. I exhausted all options to try and reach Expedia. My flight was not within this time period so I could not get through to an agent. Fast forward to June 21st, after spending approximately 3 hours on the phone with Expedia they are explaining to me that I am not entitled to a refund only airline credit because my ticket was "non-refundable". FAA law clearly states that if the airline cancels a flight the consumer is entitled to a refund regardless if the ticket had a non-refundable stipulation. In my situation my flight was canceled by the airline, and Expedia is refusing to issue a refund stating a policy that they claim supersedes FAA law, which obviously is illegal. I do not want airline credit for a flight that I can no longer take. I purchased a service that is no longer being rendered by the airline. I am entitled a refund and I was hoping that Expedia had the integrity to do the right and more importantly legal thing.
Expedia.com Response
• Aug 09, 2020
August 9, 2020 Revdex.com 12639
W Explorer Dr, Ste 200 Boise, ID 83713Complaint 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 Miss. *** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March 3, 2020 .The customer, or an authorized
user of the Expedia account, self-booked a round trip flights reservation for two passenger on Expedia's website, under
the itinerary ***. Mr. booked a flight
with *** departing on August 5,2020 from Minneapolis, MN, Newark ,Nj Departing
on and returning on August 20, 2020. Our records indicate that on April 28,2020 Mr. flights
were canceled by the airline . On June 24, 2020 The customer called in for a
refund due to their flights being canceled and was advised that their Flight
reservation only qualified for future flight credit according to the airlines
policy. On August 9, 2020 We reached out to *** on the behalf of Mr., regarding
the refund request. *** Informed us That Mr. canceled flight
only qualifies for a future flight credit . Mr. Flight reservation
does not qualify for a refund. 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 and American Airlines were the operating carriers and merchants
of record (the entities that received the funds and the companies that charged
the credit card) on this itinerary. We hope you
understand we must adhere to the policies dictated by the airlines. At
the time of booking, Mr. agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and can
be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret Mr. experience was not as we would have hoped,
based on the information provided above, we are unable to provide a refund on
this matter. 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, Perrie ***Corporate Correspondence Team
My friend and I booked a trip to go from San Francisco to Dublin, ireland and travel Ireland for two weeks. We booked roundtrip flights and a hotel through Expedia on March 3rd 2020.
When COVID-19 hit, Ireland *** down travel forcing the hotel to cancel our reservation and the airline cancelled the flight as well. Expedia issued a full refund through my credit card.
Then just a few weeks ago, they charge my credit card $1006.06 - saying that the flight was not refundable, even though in their disclaimer it says if the airline cancels our flight we get a full refund AND we had a call with Expedia in which they even detailed how they would be issuing a full refund.
What is super weird here is that they are giving me and my buddy over $1400 in flight credits, so none of their math even makes sense here.
So we got a full refund, then they charged for flights again in late May - AFTER the trip would have even been over.
Expedia.com Response
• Aug 08, 2020
August 8, 2020 Revdex.com 12639 w explorer dr,ste 200Boise,id 83713Complaint Department Re: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr .*** (Revdex.com case number ***)
regarding his flight reservation. We understand the customer is requesting a
refund .our records indicate that on March 3,2020 the
customer, or an authorized user of the Expedia account, self-booked a package
for one passenger on Expedia's website,
under itinerary ***. Booking A round trip flight with ***
airlines from San Francisco, CA, Chicago, IL to Dublin, Ireland Departing May 4, 2020
and Returning May 14, 2020 with Lufthansa, from Dublin, Ireland back to Washington,
DC, *** States , San
Francisco, CA.Upon review,
on April 10,2020 The customer’s
flights were canceled by the airline and on April 23,2020 the hotel portion of
the customers packaged reservation was fully refunded according to our
documents. On May 30, 2020 Mr. called in claiming there was an extra
charge of 1006.06usd 90 days after the
customer received their refund .The customer also provided a screenshot showing
a potential pending charge however , the screen shot Mr. provided via email
did not show a finalization of the charge. On June 24, 2020 We received
a request from the Revdex.com to investigate the customer's issue. August 8, 2020 I reviewed the Mr.
*** booking. I checked on the back end of our systems to make sure the
customer was not charged and our records indicated that there where no charges from Expedia to Mr.
*** .We recommend that Mr. to check with their banking institution to
verify the charges .If Mr. can
provide proof of the charges via his bank statement showing a charge from Expedia
we will kindly review it for a possible refund. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Perrie ***Corporate
Correspondence Team
I booked a trip to Bonaire on December 9, 2019 for June 13 to 20, 2020. I booked pre COVID,
Bonaire's borders were closed until June 15th as of today...I could not find more recent information. I was supposed to fly on June 13th anyhow and the borders were still closed.
Expedia is refusing to refund my hotel costs. I was able to get a refund after much frustration for my airline costs.
Expedia's employees have given me many excuses, hung up on me, told me that a supervisor was not available etc. They also are now claiming that they cannot refund the money due to HOTEL POLICY.
That is untrue and I know that because I have personally spoken to the hotel's manager and THEY were never paid by Expedia. The manager is willing to refund the money, but she does not have it.
No one from Expedia will get on the phone with me. They are not reading the correspondence I am sending anyhow.
I did not go on this trip. It was not my fault. Expedia is lying to me and treating me horribly. This has taken over 15 hours of phone calls and I have gotten NO WHERE. No one will help me.
Expedia.com Response
• Aug 04, 2020
August 4, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint 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 Miss. *** (Revdex.com case number ***) regarding his flight
reservation. We understand the customer is requesting a refund or a future
travel credit (FTC) with *** Airlines. Our records indicate the December
9,2019 .The customer, or an authorized user of the Expedia account, self-booked
a package for one passenger on Expedia's
website, under the itinerary ***.
Miss *** booked A round trip flight with *** airlines from Buffalo ,Ny , Newark ,Nj ,Departing on June 13, 2020 and
returning on June 20, 2020 A refundable room ,at *** Hotel & Marina-Kaya International 90, *** for June 13,
2020 to June 20, 2020. Upon
review, April
17,2020 The customer called in to cancel her flights .Upon her request the
customer was advised that the only way to cancel their flight was to follow the airlines regular policies, due to
the fact that the flight’s were outside the UA flex policy. The customer was advised to wait in order to check if the policies
would update . On June 13 2020 Miss. Laura*** flights were canceled as well as their hotel.
On June 24 ,2020 We received a request from the Revdex.com
to investigate the customer's issue. On June 30, 2020 the customers
flights and hotel were fully refunded due to covid-19.We
apologize for any inconvenience this process may have caused Miss. ***
and would like to advise her according to our records her refund has been fully
processed.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, Perrie CCorporate
Correspondence Team
My wife and I had purchased a deluxe ocean front hotel room for 10 days in Hawaii through Expedia and due to Covid-19 our trip had to be cancelled. We received an email from the Governor of Hawaii asking us not to come because of the health crisis pandemic. We did not want to lose out on the $3400.00 we spent and we were going to go until we received his email asking us not to go there. We had to cancel 2 days before our trip. We have been trying to contact Expedia since March 17th to get a replacement voucher. Finally they told us 2 weeks ago that they would email us a voucher but it could take up to 7 days. Well 10 days later (yesterday) we called and told them we still have not received an email from them. Now they are telling us they have to get reimbursed by the hotel first. Which is a downright lie because we contacted the hotel and they said we have to go through Expedia because that is who we paid. The Hotel is closed down now because of the pandemic right. We have spent countless hours on the phone and on their virtual chat trying to get this resolved. This cancellation was beyond our control and we would like a refund.
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 February 28th, 2020 via Expedia Group website for arrival on March 19th, 2020 and departure on March 29th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.May 13th through June 23rd, Customer contacted customer care to inquire about a refund for the unused booking. Customer care let the customer know they would receive a voucher but were able to confirm the hotel was closed and will be issuing a full refund.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $3,347.67 USD split up in two refunds. The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Me and my wife booked a flight to Hawaii from Expedia the flights were with *** and *** airlines. They wont give us a refund and said here have a credit. We do not want a credit. We can not take the time off to travel any time soon our window was then. We want our stolen money back. Yes I said stolen because that is what has happen here. All three of these company's are crooks and thieves. I paid them money for a service they did not provide or hold up there end of the agreement. WE WANT OUR MONEY BACK.
Expedia.com Response
• Aug 02, 2020
August 2 , 2020 Revdex.com Alaska, Oregon & Western Washington Complaint 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 Miss. *** (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March
13, 2020- The customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary
***.The booking included A Combined one way fare with *** Airlines to Seattle, WA ,to Kahului, HI, departing on May 23, 2020. Returning on *** Airlines on May 30 2020,from Kahului ,HI
to Seattle, WA.Upon review, on March 21, 2020, the customer, or an
authorized user of the account, self-cancelled the hotel portion of the
booking for a full refund. Upon further review, on April 10, 2020 Miss. *** flights were canceled by *** Airlines.On May 3, 2020 Miss. *** called in and canceled her *** Airline portion of the flight’s And requested
a refund for both individual one ways. The customer was advised by the agent that with
the *** airline portion , the tickets
can be canceled with a credit and the penalty
would be waived . The new travel must commence 1 year from the original ticket
date and depart from the original country with same passenger name’s . With the knowledge of
the stipulations of the tickets the customer still decided to cancel her reservation
and the agent proceeded to cancel the flights as requested by Miss. ***On August 8,2020, we Reached out to *** airlines who informed us that the customers tickets
where eligible for a refund. We also reached out to *** Airline on the
behalf of the customer who advised that the ticket is non-refundable . However *** Airlines advised that the customer can submit a request for a refund online through their website for possible
approval. 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. Alaska Airlines and *** Airlines were the operating
carriers and merchants of record (the entities that received the funds and the
companies that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies
dictated by the airlines. At
the time of booking, Miss. *** agreed to the following Expedia Terms of Use:Additional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of the Expedia Companies or the Expedia Affiliates. The
Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely, Perrie C Corporate Correspondence Team
Expedia.com Response
• Aug 02, 2020
August 2 , 2020 Revdex.com ***, Oregon & Western Washington Complaint 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 Miss.
*** (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March
13, 2020- The customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary
***.The booking included A Combined one way fare with ***
Airlines to Seattle, WA ,to Kahului, HI, departing on May 23, 2020. Returning on ***
Airlines on May 30 2020,from Kahului ,HI
to Seattle, WA.Upon review, on March 21, 2020, the customer, or an
authorized user of the account, self-cancelled the hotel portion of the
booking for a full refund. Upon further review, on April 10, 2020 Miss.
*** flights were canceled by *** Airlines.On May 3, 2020 Miss.
*** called in and canceled her ***
Airline portion of the flight’s And requested
a refund for both individual one ways. The customer was advised by the agent that with
the *** airline portion , the tickets
can be canceled with a credit and the penalty
would be waived . The new travel must commence 1 year from the original ticket
date and depart from the original country with same passenger name’s . With the knowledge of
the stipulations of the tickets the customer still decided to cancel her reservation
and the agent proceeded to cancel the flights as requested by Miss.
***.On August 8,2020, we Reached out to *** airlines who informed us that the customers tickets
where eligible for a refund. We also reached out to *** Airline on the
behalf of the customer who advised that the ticket is non-refundable . However ***
Airlines advised that the customer can submit a request for a refund online through their website for possible
approval. 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 and *** Airlines were the operating
carriers and merchants of record (the entities that received the funds and the
companies that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies
dictated by the airlines. At
the time of booking, Miss.
*** agreed to the following Expedia Terms of Use:Additional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of the Expedia Companies or the Expedia Affiliates. The
Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely, Perrie C Corporate Correspondence Team
I've been waiting for more than 9 weeks for my refund. "Dear Traveller,
Re: *** Booking ID: *** Thank you for reaching out to us on your booking regarding Refund. Based on the policy of the airline, we have received no options to place you on a new flight, therefore we have processed a full refund on your flights in the amount of $1296.48 USD."
This is the email Expedia sent me on April 20th and I still don't have my money. I've been patiently waiting for longer than two months and still nothing has been done. Repeatedly reached Expedia's customer service to try getting an specific date and nothing. I'm fed up. This is customer abuse, a refund doesn't and shouldn't take that long. The airline cancelled my tickets and it is Expedia's responsibility to abide to their policies, which are as follows:
"Contrary to any communication you may have received from your travel agency, *** Airlines is not limiting refunds to travel vouchers for future use. Our policy, as stated on our website, is to offer customers vouchers, change of travel date(s) or, if neither is acceptable, a full refund without penalty when flights are canceled. This policy has been communicated to travel agencies in the USA."
Expedia has been giving me the run around. This has to stop.
Expedia.com Response
• Aug 01, 2020
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Expedia Case #: *** Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund from *** Airlines.
Our records indicate that on October 07, 2020 The customer, or an authorized user of the Expedia
account, self-booked a round trip air fare for three passengers on Expedia's
website, under itinerary ***. The booking included a round trip flight
with *** Airlines from San
Jose, Costa Rica to Madrid, Spain, departing on May 7,2020 returning on May 28
2020. Upon review, April 11, 2020 the
customers Flights were canceled due to covid-19 by the airline.On April 20,2020 the customer
called in for a refund after reviewing the airlines policy the agent sent Mr.
*** an email stating “Based
on the policy of the airline, we have received no options to place you on a new
flight, therefore we have processed a full refund on your flights in the amount
of $1296.48 USD it could take up to 8-10 weeks before the refund reaches the
account .” On August 1, 2020 we viewed the current status of the customer
airline tickets and seen they where in process to be refunded .
We
apologize for any inconvenience this may
be causing Mr. ***. We
hope Mr. *** can understand that during this pandemic the
airlines are
receiving a large number of cancellation requests, so refunds may take longer
than normal. For flights, most refunds are issued within 12 weeks. Some refunds
could take a bit longer, depending on the airline, be assure that the
refund will be processed.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,
Perrie CCorporate Correspondence
Team
Expedia.com Response
• Aug 01, 2020
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund from *** Airlines.
Our records indicate that on October 07, 2020 The customer, or an authorized user of the Expedia
account, self-booked a round trip air fare for three passengers on Expedia's
website, under itinerary ***. The booking included a round trip flight
with *** Airlines from San
Jose, Costa Rica to Madrid, Spain, departing on May 7,2020 returning on May 28
2020. Upon review, April 11, 2020 the
customers Flights were canceled due to covid-19 by the airline.On April 20,2020 the customer
called in for a refund after reviewing the airlines policy the agent sent Mr.
*** an email stating “Based
on the policy of the airline, we have received no options to place you on a new
flight, therefore we have processed a full refund on your flights in the amount
of $1296.48 USD it could take up to 8-10 weeks before the refund reaches the
account .” On August 1, 2020 we viewed the current status of the customer
airline tickets and seen they where in process to be refunded .
We
apologize for any inconvenience this may
be causing Mr. ***. We
hope Mr. *** can understand that during this pandemic the
airlines are
receiving a large number of cancellation requests, so refunds may take longer
than normal. For flights, most refunds are issued within 12 weeks. Some refunds
could take a bit longer, depending on the airline, be assure that the
refund will be processed.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,
I bought 5 roundtrip tickets from Expedia for flights on *** Airline from JFK airport to Santiago, Santa Domingo itinerary # Confirm # ***. policy # . Dates: April 9, 2020 to April 19th 2020. I bought the tickets on February 24th 2020. Due to COVID-19 the flights were canceled. Expedia offered credit vouchers; but, I want a refund of all money itinerary, confirm, and policy number furnished if needed
Expedia.com Response
• Aug 08, 2020
August 8,2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** #*** regarding a flight and insurance refund request. Our records indicate that on January 17,2020 Mr., or an authorized user of the Expedia account, self-booked a round trip flight reservation for five travelers, under ***. Travel was aboard *** Airlines, departing on April 9,2020 from New York, NY, United States to Santiago, Dominican Republic, returning on April 19,2020. We understand Ms. would like a refund, because the flights were cancelled.
On March 20,2020, *** Airlines initiated an airline schedule change . On March 25,2020 the flights were cancelled, and Mr. was sent an email stating she would receive airline credit through *** Airlines.
The Travel Protection Flight Protection Plan you purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase. Per the Terms and Conditions on the Insurance the amount paid for the Travel Protection Flight Protection Plan remains non-refundable.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines *** Airline is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policiesOn June 30,2020 we contacted *** to advocate in Mr.’s behalf regarding the refund request. On July 20,2020 informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. Expedia initiated the refund request through *** Airline, The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can take up to 8 – 12 weeks. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you,
My fights were cancelled by Expedia, and Expedia refused to refund me back to my credit card.
Itinerary # ***
$483.43
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding his flight reservation. Our records indicate that on August 15th, 2019, Mr., or an authorized user of the Expedia account, self-booked
a one-way flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing
on June 23rd, 2020 Barcelona, Spain to San Francisco, CA.On May
25th, 2020, *** Airlines initiated an airline schedule change,
resulting in Mr.’s flights being cancelled, and an email confirmation was
sent.On
June 5th, 2020, Expedia initiated the refund request via the airline system.
The time it takes for the refund to post to Mr.s’ account varies,
depending on the time it takes the airline and her credit card company to
process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can
take up to 8 – 12 weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team Tell us why here...
I requested a refund for a cancelled flight scheduled for March 28, 2020. I have made a half dozen calls starting on March 27, 2020 and get a different excuse each time from Expedia. They blame the airline *** for refusing to issue the refund. *** explained that Expedia never sent the required email requesting the refund. Can you help me get my refund?
Expedia.com Response
• Aug 06, 2020
August 6th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding her flight reservation. Our records indicate that on August 23rd, 2019, ***, or an authorized user of the Expedia account, self-booked
a round trip flight reservation for one traveler, under itinerary ***.
Travel was aboard *** Airlines (***) departing March 28th, 2020 from
Chicago, IL, with a connection in Copenhagen, Denmark, for a final destination
of Amsterdam, Netherlands, with a return date of April 24th, 2020.
This included a Travel Protection Flight Protection Plan provided by
Travelguard.On April 6th, 2020, *** contacted Expedia to
inquire on a refund for her flight that was cancelled days prior by ***
Airlines due to an airline schedule change. An Expedia agent contacted ***
Airlines to confirm ticket refund eligibility on ***’ behalf, where ***
Airlines approved the refund due to its initiation of the schedule change. On May 15th, 2020, *** contacted Expedia again inquiring
about her refund. At that time, we informed her that the refund can take six to
eight weeks to process as it is coming from the airline. Upon
receipt of this complaint, we contacted *** Airlines, who informed us we now
need to request the refund via their website directly. Due to the Coronavirus
outbreak, airlines are constantly updating their policies. On July 10th, 2020,
Expedia initiated the refund request through *** Airlines (***) website. The time it
takes for the refund to post to ***’s account varies, depending on the time it
takes the airline and her credit card company to process refunds. Because the
refund is coming directly from the merchants, *** Airlines (***) it can take up to 10 – 12
weeks.Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We thank you for allowing us the opportunity to address
the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Gina
B.Corporate
Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because: I had to initiate every action taken by Expedia, including the July 10 request to process the refund under *** new procedures. I had to wait on hold for hours three different times to reach a supervisor in the corporate office to have a person review my account and pursue the refund. I am very disappointed with the lack of initiative on the part of Expedia to advocate for my refund. I initiated the request in March and without the dozen plus follow up calls, the changes made by *** to process a refund would never have been taken on my behalf.
I am rejecting this response because the refund has not yet been issued.
My fight was cancelled by Expedia, and Expedia refused to refund me back to my credit card.
Itinerary # ***
$791.40
Expedia.com Response
• Aug 03, 2020
August 2, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand that the customer is requesting a refund in the amount of $791.40.Our records indicate that the customer, or an authorize user of the Expedia account, self-booked a flight reservation on August 15, 2019 for two passengers on Expedia's website, under itinerary number ***. The booking included a one way flight with *** Airlines from San Francisco, CA, to Barcelona, Spain departing on June 06, 2020. We understand Mr. *** is requesting a full refund.Upon further review, on May 11, 2020, an airline-initiated schedule change occurred on the flight. The customer was sent an email advising of airline schedule change with no alternative flight options. On May 14, 2020, the customer contacted Expedia via phone and requested a refund with *** Airlines. Expedia called the airline and they informed us to send an email to request the refund. An email was sent to *** and as of August 2, 2020 we have not received a reply. On June 24, 2020 Expedia requested a refund via the record locator (internal process) and due to *** taking control of the ticket we are unable to proceed. A phone call was made to *** on July 03, 2020 and Expedia was advised that a travel credit had already been issued and that is why a refund could not be processed. Today, August 2, 2020 I called *** Airlines to inquire about reverting the travel credit and allowing the customer to obtain a refund in the amount of $791.40 and I was advised by agent *** from New Delhi, that on May 13, 2020 a request was submitted online by customer or agency to issue an airline credit (Expedia does not submit any request via any airline’s websites as we have an internal process) and that an email was sent to the customer with the future travel information. *** advised that she can submit a request to have the ticket re-opened so that we can request a refund as I advised her that the customer was looking for a refund instead of the airline credit. She asked that we call back on Friday August 07, 2020. She was not able to provide a reference number but reassured me that she would send the request. Expedia will follow-up with *** at the specified date mention.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla HCorporate Correspondence Team
Customer Response
• Aug 10, 2020
Complaint: ***
I am rejecting this response because: On May 11, 2020, *** cancelled my fight. Please see the attached. On May 27, 2020, *** gave me store credit. Please see the attached. I have contacted *** and Expedia in May, June and July, 2020, and told them that I don't want store credit. I want full refund back to my bank account. *** and Expedia refused to refund me back to my bank account.
Expedia itenerary number: ***. I purchased a plane ticket via Expedia.com. *** cancelled my flight from Rome to Jacksonville due to COVID. Ticket number: ***. I seek a full refund from Expedia.com and decline a flight voucher.
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with ***. Our records indicate the on February 14, 2020, the customer, or an authorized user of the Expedia account, self-booked a one way fare for one passenger on Expedia's website, under itinerary ***. The booking included a flight with *** from Rome, Italy to Jacksonville, FL, departing on May 05, 2020. Upon review, on April 10, 2020, the customer, self-cancelled the booking for a full refund directly through ***.Today, August 4, 2020, I spoke with *** from *** and she confirmed that the ticket has already been refunded and the request was submitted directly to them by the passenger. There may have been a delay in the customer being able to obtain the funds due to the COVID-19 pandemic as normally it would take 8-10 weeks for the refund to be processed. If the passenger has not received the funds we encourage the customer to check with his financial institution or contact *** at (*** (fees may apply) 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.
Since COVID canceled our trip, we have been trying to work with the hotel through the travel site to rebook. There was weeks of communication back and forth trying to rebook the room. Everytime we would call or use the on-line chat, the CSR's had no record of anything being done to try and help us. We always had to start at the beinging and inform the CSR's of what we were doing. We were even assigned a case number. Each time we gave the case number, they could still not help us. After the hotel finally issues a coupon to rebook the hotel, back through Expedia.com, there are no rooms avalible. We have a two week trip planned and can only use the coupon at the issuing hotel. Because we have been working on this since May 18th 2020, now we have to spend more money at a different hotel for our trip. While we understand the issues brought forth by a global pandemic, there was no sense of care from the CSR's to get a resolve to the issue. We are requesting a refund for the room purchased that was not able to be used.
Expedia.com Response
• Aug 13, 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 September 01, 2019 via Expedia’s website for arrival on June 08, 2020 and departure on June 12, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our records indicate the customer’s booking was canceled on May 28, 2020 accepting a future travel voucher. Due to COVID19, our teams have been processing a large number of future travel vouchers. For this reason, voucher issuance was delayed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. After further review of the customer’s request, we were able to confirm that the property that the customer had reserved was closed during the time frame in which the customer would have stayed. As such, we have issued a refund in the amount of 478.12 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Since the customer received a full refund the future travel voucher that was previously issued has been deactivated. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
Customer Response
• Aug 14, 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.
On 2/9/2020 I purchased a round trip package deal to Amsterdam (5/20-5/26) from Expedia for $3528.90 (1632.54 for flights & 1896.36 for hotel). I had tried to contact Expedia numerous times in March/April regarding an e-mail they had sent me stating they are cancelling my flight/trip due to COVID-19. During which time , I was not able to get in contact with a representative because the phone call would automatically disconnect due to my trip not being within a ten day window for someone to assist me. In April, I went ahead and filed a dispute with my Credit Card company and they assisted me with communicating with Expedia, at which time Expedia stated they will not refund me any amount for my trip and will ONLY offer a credit which expires in 2/2021, essentially forcing me to travel by then or I will be out of $1632.54 in flight credit. The hotel I was supposed to stay at during my trip had sent me an e-mail on 4/23 as well saying that there doors are closed until 5/31.. which means I would not have been able to stay there even if flights weren’t cancelled by Expedia. I tried contacting Expedia again today (6/25) and was put on hold by a pre-recorded message for over two hours at which time the phone call disconnected.. Throughout my dispute with Capital One against Expedia, they requested certain information to be provided, at which time I came across the USDOT.gov website which states that “Per federal regulation, airlines are required to offer refunds if a flight is canceled, or if the itinerary is significantly altered, even if the ticket was originally non-refundable” *** — I had also found a news article in MA that provided that there were numerous cases of Expedia customers who were unfairly refused refunds but then issued full refunds due to political pressure. Clearly there policy is very inconsistent and is unacceptable. — https://www.
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 Mr. *** #*** regarding a refund for his package reservation.Our records indicate that on February 9,2020 Mr., or an authorized user of the Expedia account, called Expedia to reserve a package booking for two passengers, under itinerary ***. Travel was aboard *** Air Lines. Departing on May 20,2020, from New York, NY, United States to Amsterdam, Netherlands returning May 26,2020. We understand Mr. is requesting a refund for his flight portion.
On August 9,2020 we processed a refund back to the customer original form of payment for the amount 1,032.54 for his flight portion .
The time it takes for the refund to post to Ms. account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant it can take up to 8 – 12 weeks.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I received an email from Expedia stating that they will be refunding me the amount of $1632.54 for my flights, how come in this email it states I am receiving $1032.54
Sincerely
August 18,2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. ***. We regret to hear Mr. *** did not accept our resolution offered. We have reviewed the information Mr. *** provided to further address his concerns.We are aware of the full amount of the flight being 1,632.54. A initial refund of 1032.54 was processed on August 9,2020. A second refund was processed of 600.00 for the remaining amount on August 15,2020.For the full amount of the flight cost , we apologize for any confusion.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette *** Corporate Correspondence Team
Due to an event cancelled due to COVID-19, I cancelled a hotel reservation that was booked a few months out. Upon cancellation, Expedia extended an offer to give me 115% of my refund, if I were to accept a voucher to apply toward a future booking on Expedia. Normally I would just receive a credit card refund, but I chose this promo, and read the terms. The terms state that the amount does not expire. It also states that the Base Value is due back to the customer (minus the promo amount of 15%) in the event of cancellation of a reservation after using the voucher. I used my voucher this week to book a hotel, but then realized that I needed to book a different hotel, so I cancelled the reservation. However, I did not receive the refund for the Base Value of the voucher, and when I called, their customer service rep overseas tells me that I will NOT get my refund, since the funds are a one time use ‘Coupon’. I explained that it is not a coupon, but a promo that was offered to me to keep my funds in my Expedia account, with the 15% promo amount. I told them that I understand if I lose that 15% bonus, but that my actual money spent is to be refunded. They adamantly refuse to do so, and keep calling the full amount a ‘coupon’, which it is not. At this point, they owe me $617.64 of my own money. The voucher was for $710 with the COVID promo. Here is an exact cut and paste of their terms:
The voucher cannot be used for any booking previously made. It will be deemed fully redeemed once a qualifying booking has been made. If your booking amount is less than the voucher amount, you will receive the balance in the form of another voucher. The voucher may not be re-used, even in the event that you change or cancel your booking. If you change or cancel a booking you made with the voucher, any balance will be remitted to you in the form of another voucher. Where cash refunds of unused portions of the voucher are required by law, refunds will be limited to the Base Value only, but not any remaining Promotional Value. The Base Value of the voucher will be deemed to have been redeemed first, followed by the Promotional Value.
Expedia is not honoring the amount due back to me, for cancelling within appropriate time (I cancelled not only before the deadline, but also just within the same day of booking). I rebooked a different hotel in cash, because I did not receive the base amount back in the form of a new voucher.
Thank you for your help in this matter.
Sincerely
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 22, 2020 via Expedia's mobile app for arrival on July 3rd, 2020 and departure on July 5th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 11:59 PM local hotel time, Thursday, July 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.June 25th through July 21st, The customer contacted customer care to request that a coupon be reissued for a cancelled reservation. A supervisor requested that the coupon be added back to the account on July 21st.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Please allow 30 days for processing for the coupon to be added back to the account.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Hi
I have booked my flight via expedia, and my flight was cancelled due to Covid-19 locked down.
When I contacted the airline while re-booking my flight they told me to contact Expedia as they are the party while booking my ticket.
I have booked the fresh ticket without any adjustment as Expedia need to connect with airlines for the initial flight refund, and the airline sent me an email as well.
So I have contacted the Expedia and they told me that my refund initiated successfully.
When after a week I have connected again to expedia to check the refund amount, they told me they lied to me and there is no refund and I have to contact airlines again.
Please resolve this issue as airlines saying they can't do anything as ticket booked via agent.
August 11, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 the Customer (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that on December 11, 2020 the customer, or an
authorized user of the Expedia account, self-booked a round trip flight
reservation for one passenger on Expedia's website, under the itinerary ***. The customer booked a flight with *** departing on February
24, from San Francisco, Ca, Delhi ,In and returning on March 25, 2020 . Our records
indicate that on March 21,2020
The customer’s flight back to San Francisco from Delhi were canceled by the
airline .On June 20, 2020 The customer called in for a refund due to
their returning flights being canceled and was advised that their flight ticket
only qualified for future flight credit according to the airlines policy. On June
22, 2020 The customer called in for a refund and we sent out a request to *** for a partial refund . On June 24, 2020 the Request was rejected by ***. On August 11, 2020 we reached out to *** on the behalf of the customer
and we were informed that the customer’s ticket was not eligible for a refund .
However it was eligible for future flight credit with ***. *** informed
us that the customer must reach out to them to apply the future flight credit
to any reservation the customer desires to book with ***. The customer’s Flight reservation does not
qualify for a refund. 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 and
*** Airlines were the operating carriers and merchants of record (the
entities that received the funds and the companies that charged the credit
card) on this itinerary. We hope you understand we must
adhere to the policies dictated by the airlines. At
the time of booking, the customer agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and
can be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret experience
for the customer was not as we would
have hoped, based on the information provided above, we are unable to provide a
refund on this matter. 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, Perrie ***Corporate Correspondence Team...
Complaint: ***
I am rejecting this response because:
When I connected to Expedia(06/22) they confirmed and sent me tweet that they have initiated the refund process(Please find the attached screenshot), and asked to wait for 8 weeks.
Not sure what was the intention of providing false information and ask me to wait for 8 weeks.
Than they asked me to contact airlines (multiple time), which refused to refund citing that it was booked via Expedia so they cannot help. I don't agreed with the response from expedia putting blame on the passenger and airlines and side line itself from the responsibility, If they have booked the tickets it's there responsibility as well. Why they are showing the fine prints now.
Sincerely
August 16, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint Department Re: Expedia Case #: ***Dear *** ,We apologize for any misinformation that you may have received
during our time assisting you in this matter. However on August 9, 2020 We reached out to Air
India on your behalf and we were informed that *** can only issue a
future flight credit . You can also go online to *** and fill out a
refund request form so that the airline may
further review your request for a possible refund, However it is not guaranteed . While we regret your experience was not as we would have hoped, based on
the information given us by *** , we are unable to provide a refund on
this matter. 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,
Perrie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I don't believe them, they just throw me under the bus to deal with *** where *** is redirecting me to Expedia.I think they don't take any onwership, it's ok you may close the ticket as from there behavior they are not interested to resolve it.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased flight ticket through Expedia.com. My flight got cancel due Covid-19. never got email from Expedia or *** Airlines got cancel. I called Expedia 1 week before the flight, they said they gonna credit my Ticket by using the flight before March 2021. At the moment I don’t think I use the credit, so I called my credit card (Discover Card ) ti dispute the ticket. However unfortunately my credit card can’t help ( they did gave me temporary credit but the investigation not enough evidence so my credit card cancel the dispute ). On June 16 Expedia sent me email showing I can use my credit on my ticket so on June 21 I called Expedia planning use my credit by booking another ticket for next year but they said I can’t use the ticket because the ticket was refund. I kinda confused because I never get any email from them saying the ticket was refund. I talk to Mr *** ( the supervisor ) he said he will send me email by 48 hours saying the ticket will refund. 3 days past and I still never get the email, try call them back but I have to wait for 2 / 3 hours and got disconnected. Try email and text them still never get answer. I also email *** Airlines, they said I have contact Expedia. I feel Expedia liar to me and committed a fraud by holding my money. I’m not the person who cancel the flight, *** Airlines the one cancel the flight. I also have insurance but Covid 19 it’s not cover by insurance. It’s so frustrated and hopeless. I was wondering where’s is my money ? And why I can’t use the credit or get the refund.
August 10, 2020 Revdex.com 12639 W Explorer Dr, Ste 200
Boise, ID 83713Complaint 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 Miss. (Revdex.com case
number ***)
regarding his flight reservation. We understand the customer is requesting a
refund . Our records indicate that on November
27, 2019 The customer, or an authorized
user of the Expedia account, self-booked a round trip fare for one passenger on Expedia's website, under
itinerary ***. On April 15,2020 Miss Cessna’s flights were
canceled by the airline .On June 21, 2020 The customer called in , in regards
to their flight status and was advised according to our record the customers
flights where in processed for a refund by the airline .the customer was
informed that Expedia has no control over the airlines refund processing time .
On August 10, 2020 customer called in inquiring about the airlines refund timing
and was advised the refund could take up to 8-12 weeks to appear in the
customer’s account .We apologize for
any inconvenience this may be causing Miss. .However The time it
takes for the refund to post to Ms. account varies, depending on the
time it takes the airline and her credit card company to process refunds.
Because the refund is coming directly from the merchants, *** Airlines , it can take up to 8 – 12
weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Sincerely,Perrie ***Corporate Correspondence TeamTell us why here...
and Expedia partnered to offer a credit card that give Expedia rewards points. I have accumulated approximately 72,000 Expedia rewards on my card, and my credit card statements show that *** gave me the rewards points. Phone calls with *** confirm this. However, these points never showed up in my Expedia account as they should have. After many hours of phone calls and internet chats with Expedia reps, my points are still missing, and Expedia customer service reps have not offered a next step, an escalation, or any remedy.
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 Mr.
***, Revdex.com case number *** regarding reward
points. We understand that Mr. is requesting we add the missing 70,000 reward points to the Expedia
account.
We can confirm on June 25, 2020 , the customer called in and advised that he
signed up for *** 70,000 Expedia point promotion in November of 2019.
*** confirmed he is eligible and they have credited the points but he has
not received them in the account. Our representative created a case and submitted
the information to our Loyalty Department.
After further review on August 18, 2020 , Expedia was able to review
the details of the Expedia account and the available
points on the Expedia account are 73,322.
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
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’ve been waiting for my refund for 2 months. I paid extra for travel insurance and I still have not received any refund. They claim they are waiting on the airline but I called the airline and they are waiting for Expedia to call them to release the refund for 2 months. I called their customer service and left my callback number and I picked up the phone and their automatic messages said Hung up on me and now I’m waiting another hour to speak to customer service
Not even Kidding... Im rescheduling a Covid Flight... I booked the new flights... At 330 AM I got an email saying my flights were cancelled. *** Airlines said" we didn't cancel that flight, expedia didn't actually but the ticket"..... ok what the actual ***.... I call Expedia back.... spend all day on the phone... The woman confirmed its their fault that the ticket purchase wasn't made so the reservation got cancelled... Then proceeds to tell me I can still get the same flights... a day later... but now the price has gone up.... What a ***ing joke. You should be so embarrassed this is the 3rd terrible customer service experience with Expedia. EVERYONE STOP USING THEM. THEY ARE TRASH. EXPEDIA IS CANCELLED. DO NOT GIVE THEM MORE MONEY FOR THEIR INCOMPETENCY.
Horrible experience, had to call 6 different times to Reschedule my trip, each time I had at least a 2 1/2 hr hold time.... I was transferred from one rep to another and got disconnected 3 of the times I called. Every time I called I was assured that my trip was rebooked only to find out every time it was not and the airline company cancelled it because the tickets were never issued!!! All the reps I spoke to were nice except for 1 extremely rude and useless woman I dealt with!!!! Once I finally had my new booking, they messed up by downgrading my return flight which I had paid extra for!!! Extremely disappointed and will not use in the future!!!!! I’m a very unhappy customer who wasted a lot of my valuable time on unecesssary calls!!!!!!!!
I purchased airline tickets to Europe on March 3rd, my flight was canceled on April 28th by the airlines as the route I was booked on was no longer being serviced as Italy is one of the most heavily impacted countries by the COVID-19 virus. I called Expedia right away that day but due to the high call volume and the automated nature of their phone lines they would only accept calls for a reservation that was occurring in the next 3 days. In order to get through you needed to enter an itinerary number that was within 3 days (if it was not within 3 days it would hang up on you), additionally there was no option to press 0 to get through to anyone. I exhausted all options to try and reach Expedia. My flight was not within this time period so I could not get through to an agent. Fast forward to June 21st, after spending approximately 3 hours on the phone with Expedia they are explaining to me that I am not entitled to a refund only airline credit because my ticket was "non-refundable". FAA law clearly states that if the airline cancels a flight the consumer is entitled to a refund regardless if the ticket had a non-refundable stipulation. In my situation my flight was canceled by the airline, and Expedia is refusing to issue a refund stating a policy that they claim supersedes FAA law, which obviously is illegal. I do not want airline credit for a flight that I can no longer take. I purchased a service that is no longer being rendered by the airline. I am entitled a refund and I was hoping that Expedia had the integrity to do the right and more importantly legal thing.
August 9, 2020 Revdex.com 12639
W Explorer Dr, Ste 200 Boise, ID 83713Complaint 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 Miss. *** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March 3, 2020 .The customer, or an authorized
user of the Expedia account, self-booked a round trip flights reservation for two passenger on Expedia's website, under
the itinerary ***. Mr. booked a flight
with *** departing on August 5,2020 from Minneapolis, MN, Newark ,Nj Departing
on and returning on August 20, 2020. Our records indicate that on April 28,2020 Mr. flights
were canceled by the airline . On June 24, 2020 The customer called in for a
refund due to their flights being canceled and was advised that their Flight
reservation only qualified for future flight credit according to the airlines
policy. On August 9, 2020 We reached out to *** on the behalf of Mr., regarding
the refund request. *** Informed us That Mr. canceled flight
only qualifies for a future flight credit . Mr. Flight reservation
does not qualify for a refund. 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 and American Airlines were the operating carriers and merchants
of record (the entities that received the funds and the companies that charged
the credit card) on this itinerary. We hope you
understand we must adhere to the policies dictated by the airlines. At
the time of booking, Mr. agreed
to the following Expedia Terms of Use:Additional terms and conditions will apply to your
reservation and purchase of travel—related goods and services that you
select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.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.Expedia may offer you the opportunity to book a reservation for a
combination of two one—way tickets instead of a roundtrip ticket. Combined
one-way tickets may provide a greater choice of flights, are often cheaper and can
be combined on the same airline or on different airlines. Unlike roundtrip
tickets, each one-way ticket is subject to its own rules, restrictions, and
fees. If one of these flights is affected by an airline change (e.g.
cancellation or rescheduling) that causes a Customer to make changes to the
other flight, the Customer will be responsible for any fees incurred for making
changes to the unaffected flight. While we regret Mr. experience was not as we would have hoped,
based on the information provided above, we are unable to provide a refund on
this matter. 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, Perrie ***Corporate Correspondence Team
My friend and I booked a trip to go from San Francisco to Dublin, ireland and travel Ireland for two weeks. We booked roundtrip flights and a hotel through Expedia on March 3rd 2020.
When COVID-19 hit, Ireland *** down travel forcing the hotel to cancel our reservation and the airline cancelled the flight as well. Expedia issued a full refund through my credit card.
Then just a few weeks ago, they charge my credit card $1006.06 - saying that the flight was not refundable, even though in their disclaimer it says if the airline cancels our flight we get a full refund AND we had a call with Expedia in which they even detailed how they would be issuing a full refund.
What is super weird here is that they are giving me and my buddy over $1400 in flight credits, so none of their math even makes sense here.
So we got a full refund, then they charged for flights again in late May - AFTER the trip would have even been over.
August 8, 2020 Revdex.com 12639 w explorer dr,ste 200Boise,id 83713Complaint Department Re: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr .*** (Revdex.com case number ***)
regarding his flight reservation. We understand the customer is requesting a
refund .our records indicate that on March 3,2020 the
customer, or an authorized user of the Expedia account, self-booked a package
for one passenger on Expedia's website,
under itinerary ***. Booking A round trip flight with ***
airlines from San Francisco, CA, Chicago, IL to Dublin, Ireland Departing May 4, 2020
and Returning May 14, 2020 with Lufthansa, from Dublin, Ireland back to Washington,
DC, *** States , San
Francisco, CA.Upon review,
on April 10,2020 The customer’s
flights were canceled by the airline and on April 23,2020 the hotel portion of
the customers packaged reservation was fully refunded according to our
documents. On May 30, 2020 Mr. called in claiming there was an extra
charge of 1006.06usd 90 days after the
customer received their refund .The customer also provided a screenshot showing
a potential pending charge however , the screen shot Mr. provided via email
did not show a finalization of the charge. On June 24, 2020 We received
a request from the Revdex.com to investigate the customer's issue. August 8, 2020 I reviewed the Mr.
*** booking. I checked on the back end of our systems to make sure the
customer was not charged and our records indicated that there where no charges from Expedia to Mr.
*** .We recommend that Mr. to check with their banking institution to
verify the charges .If Mr. can
provide proof of the charges via his bank statement showing a charge from Expedia
we will kindly review it for a possible refund. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely, Perrie ***Corporate
Correspondence Team
I booked a trip to Bonaire on December 9, 2019 for June 13 to 20, 2020. I booked pre COVID,
Bonaire's borders were closed until June 15th as of today...I could not find more recent information. I was supposed to fly on June 13th anyhow and the borders were still closed.
Expedia is refusing to refund my hotel costs. I was able to get a refund after much frustration for my airline costs.
Expedia's employees have given me many excuses, hung up on me, told me that a supervisor was not available etc. They also are now claiming that they cannot refund the money due to HOTEL POLICY.
That is untrue and I know that because I have personally spoken to the hotel's manager and THEY were never paid by Expedia. The manager is willing to refund the money, but she does not have it.
No one from Expedia will get on the phone with me. They are not reading the correspondence I am sending anyhow.
I did not go on this trip. It was not my fault. Expedia is lying to me and treating me horribly. This has taken over 15 hours of phone calls and I have gotten NO WHERE. No one will help me.
August 4, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint 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 Miss. *** (Revdex.com case number ***) regarding his flight
reservation. We understand the customer is requesting a refund or a future
travel credit (FTC) with *** Airlines. Our records indicate the December
9,2019 .The customer, or an authorized user of the Expedia account, self-booked
a package for one passenger on Expedia's
website, under the itinerary ***.
Miss *** booked A round trip flight with *** airlines from Buffalo ,Ny , Newark ,Nj ,Departing on June 13, 2020 and
returning on June 20, 2020 A refundable room ,at *** Hotel & Marina-Kaya International 90, *** for June 13,
2020 to June 20, 2020. Upon
review, April
17,2020 The customer called in to cancel her flights .Upon her request the
customer was advised that the only way to cancel their flight was to follow the airlines regular policies, due to
the fact that the flight’s were outside the UA flex policy. The customer was advised to wait in order to check if the policies
would update . On June 13 2020 Miss. Laura*** flights were canceled as well as their hotel.
On June 24 ,2020 We received a request from the Revdex.com
to investigate the customer's issue. On June 30, 2020 the customers
flights and hotel were fully refunded due to covid-19.We
apologize for any inconvenience this process may have caused Miss. ***
and would like to advise her according to our records her refund has been fully
processed.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, Perrie CCorporate
Correspondence Team
My wife and I had purchased a deluxe ocean front hotel room for 10 days in Hawaii through Expedia and due to Covid-19 our trip had to be cancelled. We received an email from the Governor of Hawaii asking us not to come because of the health crisis pandemic. We did not want to lose out on the $3400.00 we spent and we were going to go until we received his email asking us not to go there. We had to cancel 2 days before our trip. We have been trying to contact Expedia since March 17th to get a replacement voucher. Finally they told us 2 weeks ago that they would email us a voucher but it could take up to 7 days. Well 10 days later (yesterday) we called and told them we still have not received an email from them. Now they are telling us they have to get reimbursed by the hotel first. Which is a downright lie because we contacted the hotel and they said we have to go through Expedia because that is who we paid. The Hotel is closed down now because of the pandemic right. We have spent countless hours on the phone and on their virtual chat trying to get this resolved. This cancellation was beyond our control and we would like a refund.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 28th, 2020 via Expedia Group website for arrival on March 19th, 2020 and departure on March 29th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.May 13th through June 23rd, Customer contacted customer care to inquire about a refund for the unused booking. Customer care let the customer know they would receive a voucher but were able to confirm the hotel was closed and will be issuing a full refund.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $3,347.67 USD split up in two refunds. The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Me and my wife booked a flight to Hawaii from Expedia the flights were with *** and *** airlines. They wont give us a refund and said here have a credit. We do not want a credit. We can not take the time off to travel any time soon our window was then. We want our stolen money back. Yes I said stolen because that is what has happen here. All three of these company's are crooks and thieves. I paid them money for a service they did not provide or hold up there end of the agreement. WE WANT OUR MONEY BACK.
August 2 , 2020 Revdex.com Alaska, Oregon & Western Washington Complaint 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 Miss. *** (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March
13, 2020- The customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary
***.The booking included A Combined one way fare with *** Airlines to Seattle, WA ,to Kahului, HI, departing on May 23, 2020. Returning on *** Airlines on May 30 2020,from Kahului ,HI
to Seattle, WA.Upon review, on March 21, 2020, the customer, or an
authorized user of the account, self-cancelled the hotel portion of the
booking for a full refund. Upon further review, on April 10, 2020 Miss. *** flights were canceled by *** Airlines.On May 3, 2020 Miss. *** called in and canceled her *** Airline portion of the flight’s And requested
a refund for both individual one ways. The customer was advised by the agent that with
the *** airline portion , the tickets
can be canceled with a credit and the penalty
would be waived . The new travel must commence 1 year from the original ticket
date and depart from the original country with same passenger name’s . With the knowledge of
the stipulations of the tickets the customer still decided to cancel her reservation
and the agent proceeded to cancel the flights as requested by Miss. ***On August 8,2020, we Reached out to *** airlines who informed us that the customers tickets
where eligible for a refund. We also reached out to *** Airline on the
behalf of the customer who advised that the ticket is non-refundable . However *** Airlines advised that the customer can submit a request for a refund online through their website for possible
approval. 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. Alaska Airlines and *** Airlines were the operating
carriers and merchants of record (the entities that received the funds and the
companies that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies
dictated by the airlines. At
the time of booking, Miss. *** agreed to the following Expedia Terms of Use:Additional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of the Expedia Companies or the Expedia Affiliates. The
Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely, Perrie C Corporate Correspondence Team
August 2 , 2020 Revdex.com ***, Oregon & Western Washington Complaint 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 Miss.
*** (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund . Our records indicate that on March
13, 2020- The customer, or an authorized user of the Expedia account,
self-booked a package for two passengers on Expedia's website, under itinerary
***.The booking included A Combined one way fare with ***
Airlines to Seattle, WA ,to Kahului, HI, departing on May 23, 2020. Returning on ***
Airlines on May 30 2020,from Kahului ,HI
to Seattle, WA.Upon review, on March 21, 2020, the customer, or an
authorized user of the account, self-cancelled the hotel portion of the
booking for a full refund. Upon further review, on April 10, 2020 Miss.
*** flights were canceled by *** Airlines.On May 3, 2020 Miss.
*** called in and canceled her ***
Airline portion of the flight’s And requested
a refund for both individual one ways. The customer was advised by the agent that with
the *** airline portion , the tickets
can be canceled with a credit and the penalty
would be waived . The new travel must commence 1 year from the original ticket
date and depart from the original country with same passenger name’s . With the knowledge of
the stipulations of the tickets the customer still decided to cancel her reservation
and the agent proceeded to cancel the flights as requested by Miss.
***.On August 8,2020, we Reached out to *** airlines who informed us that the customers tickets
where eligible for a refund. We also reached out to *** Airline on the
behalf of the customer who advised that the ticket is non-refundable . However ***
Airlines advised that the customer can submit a request for a refund online through their website for possible
approval. 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 and *** Airlines were the operating
carriers and merchants of record (the entities that received the funds and the
companies that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies
dictated by the airlines. At
the time of booking, Miss.
*** agreed to the following Expedia Terms of Use:Additional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms
and conditions carefully. In particular, if you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
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.The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of the Expedia Companies or the Expedia Affiliates. The
Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely, Perrie C Corporate Correspondence Team
I've been waiting for more than 9 weeks for my refund. "Dear Traveller,
Re: *** Booking ID: *** Thank you for reaching out to us on your booking regarding Refund. Based on the policy of the airline, we have received no options to place you on a new flight, therefore we have processed a full refund on your flights in the amount of $1296.48 USD."
This is the email Expedia sent me on April 20th and I still don't have my money. I've been patiently waiting for longer than two months and still nothing has been done. Repeatedly reached Expedia's customer service to try getting an specific date and nothing. I'm fed up. This is customer abuse, a refund doesn't and shouldn't take that long. The airline cancelled my tickets and it is Expedia's responsibility to abide to their policies, which are as follows:
"Contrary to any communication you may have received from your travel agency, *** Airlines is not limiting refunds to travel vouchers for future use. Our policy, as stated on our website, is to offer customers vouchers, change of travel date(s) or, if neither is acceptable, a full refund without penalty when flights are canceled. This policy has been communicated to travel agencies in the USA."
Expedia has been giving me the run around. This has to stop.
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Expedia Case #: *** Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund from *** Airlines.
Our records indicate that on October 07, 2020 The customer, or an authorized user of the Expedia
account, self-booked a round trip air fare for three passengers on Expedia's
website, under itinerary ***. The booking included a round trip flight
with *** Airlines from San
Jose, Costa Rica to Madrid, Spain, departing on May 7,2020 returning on May 28
2020. Upon review, April 11, 2020 the
customers Flights were canceled due to covid-19 by the airline.On April 20,2020 the customer
called in for a refund after reviewing the airlines policy the agent sent Mr.
*** an email stating “Based
on the policy of the airline, we have received no options to place you on a new
flight, therefore we have processed a full refund on your flights in the amount
of $1296.48 USD it could take up to 8-10 weeks before the refund reaches the
account .” On August 1, 2020 we viewed the current status of the customer
airline tickets and seen they where in process to be refunded .
We
apologize for any inconvenience this may
be causing Mr. ***. We
hope Mr. *** can understand that during this pandemic the
airlines are
receiving a large number of cancellation requests, so refunds may take longer
than normal. For flights, most refunds are issued within 12 weeks. Some refunds
could take a bit longer, depending on the airline, be assure that the
refund will be processed.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,
Perrie CCorporate Correspondence
Team
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand the customer is requesting a refund from *** Airlines.
Our records indicate that on October 07, 2020 The customer, or an authorized user of the Expedia
account, self-booked a round trip air fare for three passengers on Expedia's
website, under itinerary ***. The booking included a round trip flight
with *** Airlines from San
Jose, Costa Rica to Madrid, Spain, departing on May 7,2020 returning on May 28
2020. Upon review, April 11, 2020 the
customers Flights were canceled due to covid-19 by the airline.On April 20,2020 the customer
called in for a refund after reviewing the airlines policy the agent sent Mr.
*** an email stating “Based
on the policy of the airline, we have received no options to place you on a new
flight, therefore we have processed a full refund on your flights in the amount
of $1296.48 USD it could take up to 8-10 weeks before the refund reaches the
account .” On August 1, 2020 we viewed the current status of the customer
airline tickets and seen they where in process to be refunded .
We
apologize for any inconvenience this may
be causing Mr. ***. We
hope Mr. *** can understand that during this pandemic the
airlines are
receiving a large number of cancellation requests, so refunds may take longer
than normal. For flights, most refunds are issued within 12 weeks. Some refunds
could take a bit longer, depending on the airline, be assure that the
refund will be processed.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,
Perrie CCorporate Correspondence
Team
I bought 5 roundtrip tickets from Expedia for flights on *** Airline from JFK airport to Santiago, Santa Domingo itinerary # Confirm # ***. policy # . Dates: April 9, 2020 to April 19th 2020. I bought the tickets on February 24th 2020. Due to COVID-19 the flights were canceled. Expedia offered credit vouchers; but, I want a refund of all money itinerary, confirm, and policy number furnished if needed
August 8,2020 Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** #*** regarding a flight and insurance refund request. Our records indicate that on January 17,2020 Mr., or an authorized user of the Expedia account, self-booked a round trip flight reservation for five travelers, under ***. Travel was aboard *** Airlines, departing on April 9,2020 from New York, NY, United States to Santiago, Dominican Republic, returning on April 19,2020. We understand Ms. would like a refund, because the flights were cancelled.
On March 20,2020, *** Airlines initiated an airline schedule change . On March 25,2020 the flights were cancelled, and Mr. was sent an email stating she would receive airline credit through *** Airlines.
The Travel Protection Flight Protection Plan you purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase. Per the Terms and Conditions on the Insurance the amount paid for the Travel Protection Flight Protection Plan remains non-refundable.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines *** Airline is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policiesOn June 30,2020 we contacted *** to advocate in Mr.’s behalf regarding the refund request. On July 20,2020 informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. Expedia initiated the refund request through *** Airline, The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can take up to 8 – 12 weeks. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you,
Ivette ***
Corporate Correspondence Team
My fights were cancelled by Expedia, and Expedia refused to refund me back to my credit card.
Itinerary # ***
$483.43
August 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding his flight reservation. Our records indicate that on August 15th, 2019, Mr., or an authorized user of the Expedia account, self-booked
a one-way flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing
on June 23rd, 2020 Barcelona, Spain to San Francisco, CA.On May
25th, 2020, *** Airlines initiated an airline schedule change,
resulting in Mr.’s flights being cancelled, and an email confirmation was
sent.On
June 5th, 2020, Expedia initiated the refund request via the airline system.
The time it takes for the refund to post to Mr.s’ account varies,
depending on the time it takes the airline and her credit card company to
process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can
take up to 8 – 12 weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team Tell us why here...
I requested a refund for a cancelled flight scheduled for March 28, 2020. I have made a half dozen calls starting on March 27, 2020 and get a different excuse each time from Expedia. They blame the airline *** for refusing to issue the refund. *** explained that Expedia never sent the required email requesting the refund. Can you help me get my refund?
August 6th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding her flight reservation. Our records indicate that on August 23rd, 2019, ***, or an authorized user of the Expedia account, self-booked
a round trip flight reservation for one traveler, under itinerary ***.
Travel was aboard *** Airlines (***) departing March 28th, 2020 from
Chicago, IL, with a connection in Copenhagen, Denmark, for a final destination
of Amsterdam, Netherlands, with a return date of April 24th, 2020.
This included a Travel Protection Flight Protection Plan provided by
Travelguard.On April 6th, 2020, *** contacted Expedia to
inquire on a refund for her flight that was cancelled days prior by ***
Airlines due to an airline schedule change. An Expedia agent contacted ***
Airlines to confirm ticket refund eligibility on ***’ behalf, where ***
Airlines approved the refund due to its initiation of the schedule change. On May 15th, 2020, *** contacted Expedia again inquiring
about her refund. At that time, we informed her that the refund can take six to
eight weeks to process as it is coming from the airline. Upon
receipt of this complaint, we contacted *** Airlines, who informed us we now
need to request the refund via their website directly. Due to the Coronavirus
outbreak, airlines are constantly updating their policies. On July 10th, 2020,
Expedia initiated the refund request through *** Airlines (***) website. The time it
takes for the refund to post to ***’s account varies, depending on the time it
takes the airline and her credit card company to process refunds. Because the
refund is coming directly from the merchants, *** Airlines (***) it can take up to 10 – 12
weeks.Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We thank you for allowing us the opportunity to address
the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Gina
B.Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: I had to initiate every action taken by Expedia, including the July 10 request to process the refund under *** new procedures. I had to wait on hold for hours three different times to reach a supervisor in the corporate office to have a person review my account and pursue the refund. I am very disappointed with the lack of initiative on the part of Expedia to advocate for my refund. I initiated the request in March and without the dozen plus follow up calls, the changes made by *** to process a refund would never have been taken on my behalf.
I am rejecting this response because the refund has not yet been issued.
Sincerely
My fight was cancelled by Expedia, and Expedia refused to refund me back to my credit card.
Itinerary # ***
$791.40
August 2, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand that the customer is requesting a refund in the amount of $791.40.Our records indicate that the customer, or an authorize user of the Expedia account, self-booked a flight reservation on August 15, 2019 for two passengers on Expedia's website, under itinerary number ***. The booking included a one way flight with *** Airlines from San Francisco, CA, to Barcelona, Spain departing on June 06, 2020. We understand Mr. *** is requesting a full refund.Upon further review, on May 11, 2020, an airline-initiated schedule change occurred on the flight. The customer was sent an email advising of airline schedule change with no alternative flight options. On May 14, 2020, the customer contacted Expedia via phone and requested a refund with *** Airlines. Expedia called the airline and they informed us to send an email to request the refund. An email was sent to *** and as of August 2, 2020 we have not received a reply. On June 24, 2020 Expedia requested a refund via the record locator (internal process) and due to *** taking control of the ticket we are unable to proceed. A phone call was made to *** on July 03, 2020 and Expedia was advised that a travel credit had already been issued and that is why a refund could not be processed. Today, August 2, 2020 I called *** Airlines to inquire about reverting the travel credit and allowing the customer to obtain a refund in the amount of $791.40 and I was advised by agent *** from New Delhi, that on May 13, 2020 a request was submitted online by customer or agency to issue an airline credit (Expedia does not submit any request via any airline’s websites as we have an internal process) and that an email was sent to the customer with the future travel information. *** advised that she can submit a request to have the ticket re-opened so that we can request a refund as I advised her that the customer was looking for a refund instead of the airline credit. She asked that we call back on Friday August 07, 2020. She was not able to provide a reference number but reassured me that she would send the request. Expedia will follow-up with *** at the specified date mention.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Karla HCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: On May 11, 2020, *** cancelled my fight. Please see the attached. On May 27, 2020, *** gave me store credit. Please see the attached. I have contacted *** and Expedia in May, June and July, 2020, and told them that I don't want store credit. I want full refund back to my bank account. *** and Expedia refused to refund me back to my bank account.
Sincerely
Expedia itenerary number: ***. I purchased a plane ticket via Expedia.com. *** cancelled my flight from Rome to Jacksonville due to COVID. Ticket number: ***. I seek a full refund from Expedia.com and decline a flight voucher.
August 4, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with ***. Our records indicate the on February 14, 2020, the customer, or an authorized user of the Expedia account, self-booked a one way fare for one passenger on Expedia's website, under itinerary ***. The booking included a flight with *** from Rome, Italy to Jacksonville, FL, departing on May 05, 2020. Upon review, on April 10, 2020, the customer, self-cancelled the booking for a full refund directly through ***.Today, August 4, 2020, I spoke with *** from *** and she confirmed that the ticket has already been refunded and the request was submitted directly to them by the passenger. There may have been a delay in the customer being able to obtain the funds due to the COVID-19 pandemic as normally it would take 8-10 weeks for the refund to be processed. If the passenger has not received the funds we encourage the customer to check with his financial institution or contact *** at (*** (fees may apply) 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,
Karla H Corporate Correspondence Team
Since COVID canceled our trip, we have been trying to work with the hotel through the travel site to rebook. There was weeks of communication back and forth trying to rebook the room. Everytime we would call or use the on-line chat, the CSR's had no record of anything being done to try and help us. We always had to start at the beinging and inform the CSR's of what we were doing. We were even assigned a case number. Each time we gave the case number, they could still not help us. After the hotel finally issues a coupon to rebook the hotel, back through Expedia.com, there are no rooms avalible. We have a two week trip planned and can only use the coupon at the issuing hotel. Because we have been working on this since May 18th 2020, now we have to spend more money at a different hotel for our trip. While we understand the issues brought forth by a global pandemic, there was no sense of care from the CSR's to get a resolve to the issue. We are requesting a refund for the room purchased that was not able to be used.
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 September 01, 2019 via Expedia’s website for arrival on June 08, 2020 and departure on June 12, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our records indicate the customer’s booking was canceled on May 28, 2020 accepting a future travel voucher. Due to COVID19, our teams have been processing a large number of future travel vouchers. For this reason, voucher issuance was delayed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. After further review of the customer’s request, we were able to confirm that the property that the customer had reserved was closed during the time frame in which the customer would have stayed. As such, we have issued a refund in the amount of 478.12 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Since the customer received a full refund the future travel voucher that was previously issued has been deactivated. 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