I had a flight to Chicago scheduled in March. It was scheduled through Expedia. Because of Covid-19 *** cancelled the flight. I have tried many times to get through to Expedia for a refund, to no avail. I've tried going through their customer service page, have been put on hold for over an hour and cannot get any response. I understand they may be inundated, but it is now 3 months later ( past the 60 days quoted on their website) and I've heard nothing. The itinerary number is Itinerary # ***.
A refund or credit should be provided.
Expedia.com Response
• Aug 12, 2020
August 12,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** in regards to a flight reservation.Our records indicate that on January 29,2020 Ms. or an authorized user of the Expedia account, self-booked a Basic Economy, roundtrip flight reservation for one traveler under itinerary ***. Travel was aboard *** Airlines, departing on March 14,2020, from Nashville, TN, *** States, to Chicago, IL, *** States returning March 17,2020. We understand that Ms. is requesting a refund or a credit.
On March 14,2020 *** Airlines initiated an airline schedule change. Ms. contacted Expedia by online chat on the same day to request information in regards to her cancelled flight.
We contacted *** Airlines on behalf of Ms., regarding the refund request. *** informed us that since Ms., was tagged as a no show by *** Airlines and due to the restrictions of the fare, Ms., does not qualify for a refund. *** was able to open her ticket for future use, as a credit with no reissue fee until end of 2021.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines is the operating carrier and merchant of record on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Itinerary # *** booked for travel to Aruba July 9, 2020 for my family of five including three minor children ages 4, 6 & 7. Travel insurance was purchased as I was travelling with small children. On June 10, 2020 I was notified via email that the airline company cancelled all direct flights to Aruba and was only offering a connecting flight. The email asked if I wanted to cancel the flight. I elected yes as I did not want connecting flights while travelling with 3 children. I cancelled this reservation online. I received an email that an airline credit was issued. I called Expedia on three separate occasions to request a refund as the flight was cancelled by the airline due to COVID-19. Each time I called Expedia I was told there were no supervisors to speak with me, on another occasion I contacted an Expedia live agent and I was put on hold for 2 and 1/2 hours because I requested information for their corporate offices to file a complaint to be inevitably hung up on. The live agent said they couldn't issue a refund as *** would not allow a refund. I'll be filing a complaint against *** also. Tried putting in a claim through the travel insurance company to no avail. Still haven't received a refund.
Expedia.com Response
• Aug 14, 2020
Aug 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Ms. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Ms. provide her itinerary number and email address used at the time of booking so that we can pull up her account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Ivette ***Corporate Correspondence Team
Purchased tickets last year through Expedia for an international trip later this summer. With everything going on with Covid 19 and all the restrictions in place it appears that my trip is not going to be feasible in our current environment this year. I have reached out to Expedia to obtain a refund on my airplane ticket, at the least a credit voucher however they claim that they are not the ones responsible for canceling the reservation. They direct me to ***. *** directs me back to Expedia stating they are the ones responsible to cancel and refund the reservation since that's where it was initiated. I have spent my day going back and forth between Expedia and *** and ALL I want is my ticket refunded. I wouldn't be doing this if it wasn't for Covid-19. Expedia has an obligation to refund me or credit me back the amount of my ticket originally purchased however they are choosing not to take responsibility.
Expedia itinerary # ***
*** confirmation #
Expedia.com Response
• Aug 18, 2020
August 18,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number
*** regarding a refund. We
understand that Ms. is requesting
a refund for the flight.
Our records indicate on October 16, 2019, Ms. *** or an authorized user of the account self-booked a multiple destination
flight on *** departing on August 21, 2020 from Portland WA, USA to Istanbul,
Turkey, returning on September 6, 2020 via ***.
We can confirm From June 25, 2020 through July 3. 2020, the customer contacted
Expedia on numerous occasions in an attempt to get a refund for the reservation. Expedia reference the account and advised the
customer the ticket status had been changed and we were not able to process.
*** referred the customer to Expedia about the refund. Expedia
eventually contacted *** and was advised to submit the request via their
agency site. The refund information was
submitted per their request.
After further review on August 18, 2020, Expedia was able to review
the details of the Expedia account and the Air
France record. Expedia contacted Air
France to confirm the status of the refund. *** advised the refund was
approved on July 30, 2020 for $3430.55 and is being processed to *** card ending
***. *** advised the refund should take up to 45 days to appear on card.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted
Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above, Expedia is not able to honor the refund
request. The refund is being processed
by *** and *** will appear as the merchant when the refund appears
back on your *** card. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
I booked a trip with Expedia travel and my trip was canceled by the hotel in Hawaii was traveling to Hawaii but can’t go because of the COVID-19 I paid insurance fees on my trip but since the trip got canceled Expedia will not reimburse me for the insurance fees I am not canceling the trip because of me the trip got canceled by the hotel due to the COVID-19 so therefore I should be reimbursed all my money but I’m not and I want them to reimburse me back all my money so that when I rebook my trip I will not have to pay those fees again
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at *** Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. account prior to applying the hotel discount. While we understand Ms. situation, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at Waikiki Resort Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Alcala’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. Alcala’s account prior to applying the hotel discount. While we understand Ms. Alcala’s situation, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia refuses to refund me for a cancelled Itinerary and Flight Protection Plan which is $3,713.90. My Itinerary Number is *** and my Expedia Case Number is ***.
I will appreciate if Revdex.com can help me to get a refund for an itinerary I did not cancel ASAP.
Thank you very much
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show January 19, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s website under itinerary ***. Travel was with *** Airlines Group departing on September 5, 2020 from Asuncion, Paraguay to Cape Town, South Africa and departing on September 5, 2020, and returning on September 22, 2020, for a total of $3,713.90. The flight reservation included a flight protection plan. We understand from Mrs. is seeking a refund due to an airline schedule change that altered the flight reservation. On June 25, 2020, Mrs. contacted Expedia to discuss canceling the flight reservation in hopes she would qualify for a full refund. However, based on *** Airlines rules (80 percent of the total cost) of $3,487.90, is non-refundable. Therefore, we reached out to the airline to determine the eligibility for a refund verses an airfare credit. The airline asked Expedia to submit an application on their website to request a refund on Mrs.’s behalf. Between June 26, 2020 to July 2, 2020, we contacted Mrs. in order to complete the refund application. We did attempt to complete the request, however, we are required to enter the customers passport number prior to submitting the online document. The airline will advise Mrs. by email within 15 days or longer due to the volume of refund requests. *** Airlines Group: 80 percent of the ticket is non-refundable, nontransferable and name changes are not allowed.Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines Group.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 4, 2020, Expedia submitted a second refund application on *** Airlines website for their review as we are unable to retrieve their response as its intended to be sent directly to Mrs.’s email address. In addition, *** Airlines has full control over Mrs.’s ticket as they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary.Regrettably, the flight protection plan is non-refundable 15 days after its purchased. We cannot cancel it in order to initiate a refund. Furthermore, Mrs. may access *** Airlines website to review the status of her application via my trips. If *** Airlines doesn’t respond by August 19, 2020, we recommend that Mrs. contact Expedia, at the following number, (877) 227-7481 for further assistance. Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
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!!!!!!!!
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.
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
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 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 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,
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,
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
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
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 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 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
On 6/23/2020 I received an email from Expedia advising me that my flight #*** from Fort Lauderdale to Lima, Peru was cancelled by ***. At 10:30 pm I began the process of contacting Expedia to speak to someone regarding a refund. After holding for 2 and half hours I finally am able to speak with CSR Luis who I explained to that my flight was cancelled by *** and I was requesting my refund. Luis states he has to do some research and see if that is possible after 10 min of research, he advises me that I paid $552 (rounding off) per ticket and I will be getting a full refund. Once he processes everything which took about 20 min, he stated I would be receiving an email with the details for me to check while we are on the phone. I check and the refund is for $744.98. I advise CSR Luis that is incorrect he then begins to explain that on 3/12/2020 when I spoke with Supervisor Martha, I paid $40 I told him that is correct she told me it was because of the price difference. He then explains it was for the $200 per ticket "change fee". I explained to him that was not how it was presented Martha never advised me of any penalty on contrary I asked numerous times of her and the 3 CSR prior to her, that is another story and Revdex.com complaint I never heard back from, if I was going to be penalized which I was assured I was not. They stated that due to the Covid-19 issue *** was not penalizing. I then requested to speak with a Supervisor and was transferred to Queen who stated it was commented that the $40 I paid was to make up for the $400 in change fees. I advised Queen that I was never told about a change fee and what I was told when I questioned why I had to pay $40 if online the tickets were lower Martha told me because it was a new booking NEVER told me I was paying the difference for the change fee. I am highly disappointed and DEMAND for the call to be pulled and listened to. I will not accept that a multi-million-dollar company does not keep calls in their system for longer than 60 days. Have your IT department find them. I spoke on 3/12/2020 to over 4-5 CSR and calls dropped numerous times that is why I requested a supervisor. I expect to receive a FULL REFUND. I DEMAND someone contact me unlike my previous Revdex.com complaint when all I received was an email from Revdex.com telling me the issue was closed. It was closed UNRESOLVED. I will also be contacting the State Attorney General office in Las Vegas as it is unethical to not disclose important information regarding fees.
Expedia.com Response
• Aug 03, 2020
August 3, 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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a refund in the amount of
$1100.00.Our records indicate the on January 26, 2020, the customer,
or an authorized user of the Expedia account, self-booked a round trip tickets
for three passengers on Expedia's website, under itinerary ***. The
booking included a roundtrip flight with *** Airlines from Fort
Lauderdale, FL, United States, to Lima, Peru, departing on March 14, 2020, and
returning on March 20, 2020. Upon review, on March 11, 2020, the customer, or an
authorized user of the account, called in to request information on exchanging
their tickets but only for two of the three passengers. No changes were made.
The customer then called back on March 12, 2020 and a voluntary exchange was
processed for passengers *** and *** with an exchange fee
of $200.00 per passenger. The passengers had a $180.00 residual that was
applied towards the change and a difference of $20.00 per passenger was
charged. Upon further review, on June 23, 2020, an airline-initiated
schedule change occurred and *** cancelled the flights. The customer was
sent an email with no alternative flight options. The customer called in and a
refund request was processed which the customer did not agree on the amount of
the refund, the amount per passenger would be $372.49, making the total refund amount
of $744.98 for both passengers.As of today August 3, 2020 I have been in contact with the
customer and a refund of $180.00 per passenger 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,
Karla ***Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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.
I will never use Expedia again for anything. Buyer beware. During this COVID-19 pandemic, we had to cancel our *** Airline flights to New Jersey. We received an email telling us to call a toll-free number to rebook with an Expedia rep and I called leaving my number. The Expedica rep called me back within 10 minutes and proceeded to put me on hold. I was on hold for almost two hours and spoke to two different reps for maybe two minutes a piece. The second time (I finally made it to an "upper manager who would be able to help me with new flights" and was put on hold for a total of 5 & 1/2 hours with the rep checkin in on me every 30 minutes to make sure I was there and to assure me that he would help me momentarily. He also said that the flights would be $238 more total and that he needed to see if *** Airlines would wave that difference. I discovered it was a total lie since flights were slightly lower for October 2020 than when I purchased in January 2020 for April. I finally had to go to bed. The next morning I called *** Airlines directly and was able to use my airline voucher and book flights for me and my family members. Start to finish it took 12 minutes. The airline rep said she had been receiving numerous complaints about Expedia stalling and she had no idea why or what was up.
I want everyone to know the following: (1) Expedia has very poor customer service if you ever need to change a trip; (2) Call your airline directly to use any vouchers; and (3) For the $10 to $30 Expedia sometimes saves you, it's not worth the hassle.
I had a flight to Chicago scheduled in March. It was scheduled through Expedia. Because of Covid-19 *** cancelled the flight. I have tried many times to get through to Expedia for a refund, to no avail. I've tried going through their customer service page, have been put on hold for over an hour and cannot get any response. I understand they may be inundated, but it is now 3 months later ( past the 60 days quoted on their website) and I've heard nothing. The itinerary number is Itinerary # ***.
A refund or credit should be provided.
August 12,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** in regards to a flight reservation.Our records indicate that on January 29,2020 Ms. or an authorized user of the Expedia account, self-booked a Basic Economy, roundtrip flight reservation for one traveler under itinerary ***. Travel was aboard *** Airlines, departing on March 14,2020, from Nashville, TN, *** States, to Chicago, IL, *** States returning March 17,2020. We understand that Ms. is requesting a refund or a credit.
On March 14,2020 *** Airlines initiated an airline schedule change. Ms. contacted Expedia by online chat on the same day to request information in regards to her cancelled flight.
We contacted *** Airlines on behalf of Ms., regarding the refund request. *** informed us that since Ms., was tagged as a no show by *** Airlines and due to the restrictions of the fare, Ms., does not qualify for a refund. *** was able to open her ticket for future use, as a credit with no reissue fee until end of 2021.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines is the operating carrier and merchant of record on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Ivette ***
Corporate Correspondence Team
Itinerary # *** booked for travel to Aruba July 9, 2020 for my family of five including three minor children ages 4, 6 & 7. Travel insurance was purchased as I was travelling with small children. On June 10, 2020 I was notified via email that the airline company cancelled all direct flights to Aruba and was only offering a connecting flight. The email asked if I wanted to cancel the flight. I elected yes as I did not want connecting flights while travelling with 3 children. I cancelled this reservation online. I received an email that an airline credit was issued. I called Expedia on three separate occasions to request a refund as the flight was cancelled by the airline due to COVID-19. Each time I called Expedia I was told there were no supervisors to speak with me, on another occasion I contacted an Expedia live agent and I was put on hold for 2 and 1/2 hours because I requested information for their corporate offices to file a complaint to be inevitably hung up on. The live agent said they couldn't issue a refund as *** would not allow a refund. I'll be filing a complaint against *** also. Tried putting in a claim through the travel insurance company to no avail. Still haven't received a refund.
Aug 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Upon researching Ms. complaint, we were unable to locate the itinerary related to the information provided. The confirmation number was not specified on the complaint and the information provided did not yield any results in our system. Please have Ms. provide her itinerary number and email address used at the time of booking so that we can pull up her account. This will allow us to research this matter properly and resolve accordingly.Again, we thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely, Ivette ***Corporate Correspondence Team
Purchased tickets last year through Expedia for an international trip later this summer. With everything going on with Covid 19 and all the restrictions in place it appears that my trip is not going to be feasible in our current environment this year. I have reached out to Expedia to obtain a refund on my airplane ticket, at the least a credit voucher however they claim that they are not the ones responsible for canceling the reservation. They direct me to ***. *** directs me back to Expedia stating they are the ones responsible to cancel and refund the reservation since that's where it was initiated. I have spent my day going back and forth between Expedia and *** and ALL I want is my ticket refunded. I wouldn't be doing this if it wasn't for Covid-19. Expedia has an obligation to refund me or credit me back the amount of my ticket originally purchased however they are choosing not to take responsibility.
Expedia itinerary # ***
*** confirmation #
August 18,
2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number
*** regarding a refund. We
understand that Ms. is requesting
a refund for the flight.
Our records indicate on October 16, 2019, Ms. *** or an authorized user of the account self-booked a multiple destination
flight on *** departing on August 21, 2020 from Portland WA, USA to Istanbul,
Turkey, returning on September 6, 2020 via ***.
We can confirm From June 25, 2020 through July 3. 2020, the customer contacted
Expedia on numerous occasions in an attempt to get a refund for the reservation. Expedia reference the account and advised the
customer the ticket status had been changed and we were not able to process.
*** referred the customer to Expedia about the refund. Expedia
eventually contacted *** and was advised to submit the request via their
agency site. The refund information was
submitted per their request.
After further review on August 18, 2020, Expedia was able to review
the details of the Expedia account and the Air
France record. Expedia contacted Air
France to confirm the status of the refund. *** advised the refund was
approved on July 30, 2020 for $3430.55 and is being processed to *** card ending
***. *** advised the refund should take up to 45 days to appear on card.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the time of her booking Ms. accepted
Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above, Expedia is not able to honor the refund
request. The refund is being processed
by *** and *** will appear as the merchant when the refund appears
back on your *** card. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
I booked a trip with Expedia travel and my trip was canceled by the hotel in Hawaii was traveling to Hawaii but can’t go because of the COVID-19 I paid insurance fees on my trip but since the trip got canceled Expedia will not reimburse me for the insurance fees I am not canceling the trip because of me the trip got canceled by the hotel due to the COVID-19 so therefore I should be reimbursed all my money but I’m not and I want them to reimburse me back all my money so that when I rebook my trip I will not have to pay those fees again
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at *** Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. account prior to applying the hotel discount. While we understand Ms. situation, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
July 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department RE: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. Our records show that on November 22, 2019, Ms. or an authorized account user booked a package under itinerary ***. Travel was with *** Airlines, traveling from Harrisburg, PA to Honolulu, HI departing on August 4, 2020 and returning on August 17, 2020. The package includes a hotel a package plan, shared shuttle service with stay at Waikiki Resort Hotel, Honolulu for a check in on August 4, 2020 and a check out on August 17, 2020. We understand Ms. is requesting that Expedia compensate her by refunding the vacation wavier based on the cancellations.Between June 15, 2020 to June 26, 2020, Ms. contacted Expedia to discuss obtaining a refund for the vacation waiver. We provided the customer with the rules associated with canceling the plan which ended approximately, 15 days after it was purchased. Therefore, the vacation waiver is non-refundable. The following vacation wavier rules were provided to Ms. via her confirmation on November 22, 2019:All about cancellations:As long as you haven't filed a claim, you can cancel your insurancebefore the start of the trip, up to 15 days after booking.Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
The vacation waiver cannot be cancelled to initiate a refund that option is no longer available because of the purchase date. However, Expedia issued a hotel voucher for $100, we added that voucher to Ms. Alcala’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, August 31, 2021, kindly review the vouchers terms and conditions accessible through Ms. Alcala’s account prior to applying the hotel discount. While we understand Ms. Alcala’s situation, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
To Whom It May Concern,
Expedia refuses to refund me for a cancelled Itinerary and Flight Protection Plan which is $3,713.90. My Itinerary Number is *** and my Expedia Case Number is ***.
I will appreciate if Revdex.com can help me to get a refund for an itinerary I did not cancel ASAP.
Thank you very much
August 4, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show January 19, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s website under itinerary ***. Travel was with *** Airlines Group departing on September 5, 2020 from Asuncion, Paraguay to Cape Town, South Africa and departing on September 5, 2020, and returning on September 22, 2020, for a total of $3,713.90. The flight reservation included a flight protection plan. We understand from Mrs. is seeking a refund due to an airline schedule change that altered the flight reservation. On June 25, 2020, Mrs. contacted Expedia to discuss canceling the flight reservation in hopes she would qualify for a full refund. However, based on *** Airlines rules (80 percent of the total cost) of $3,487.90, is non-refundable. Therefore, we reached out to the airline to determine the eligibility for a refund verses an airfare credit. The airline asked Expedia to submit an application on their website to request a refund on Mrs.’s behalf. Between June 26, 2020 to July 2, 2020, we contacted Mrs. in order to complete the refund application. We did attempt to complete the request, however, we are required to enter the customers passport number prior to submitting the online document. The airline will advise Mrs. by email within 15 days or longer due to the volume of refund requests. *** Airlines Group: 80 percent of the ticket is non-refundable, nontransferable and name changes are not allowed.Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines Group.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 4, 2020, Expedia submitted a second refund application on *** Airlines website for their review as we are unable to retrieve their response as its intended to be sent directly to Mrs.’s email address. In addition, *** Airlines has full control over Mrs.’s ticket as they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary.Regrettably, the flight protection plan is non-refundable 15 days after its purchased. We cannot cancel it in order to initiate a refund. Furthermore, Mrs. may access *** Airlines website to review the status of her application via my trips. If *** Airlines doesn’t respond by August 19, 2020, we recommend that Mrs. contact Expedia, at the following number, (877) 227-7481 for further assistance. Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
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!!!!!!!!
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.
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
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 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 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
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
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
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
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 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 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
On 6/23/2020 I received an email from Expedia advising me that my flight #*** from Fort Lauderdale to Lima, Peru was cancelled by ***. At 10:30 pm I began the process of contacting Expedia to speak to someone regarding a refund. After holding for 2 and half hours I finally am able to speak with CSR Luis who I explained to that my flight was cancelled by *** and I was requesting my refund. Luis states he has to do some research and see if that is possible after 10 min of research, he advises me that I paid $552 (rounding off) per ticket and I will be getting a full refund. Once he processes everything which took about 20 min, he stated I would be receiving an email with the details for me to check while we are on the phone. I check and the refund is for $744.98. I advise CSR Luis that is incorrect he then begins to explain that on 3/12/2020 when I spoke with Supervisor Martha, I paid $40 I told him that is correct she told me it was because of the price difference. He then explains it was for the $200 per ticket "change fee". I explained to him that was not how it was presented Martha never advised me of any penalty on contrary I asked numerous times of her and the 3 CSR prior to her, that is another story and Revdex.com complaint I never heard back from, if I was going to be penalized which I was assured I was not. They stated that due to the Covid-19 issue *** was not penalizing. I then requested to speak with a Supervisor and was transferred to Queen who stated it was commented that the $40 I paid was to make up for the $400 in change fees. I advised Queen that I was never told about a change fee and what I was told when I questioned why I had to pay $40 if online the tickets were lower Martha told me because it was a new booking NEVER told me I was paying the difference for the change fee. I am highly disappointed and DEMAND for the call to be pulled and listened to. I will not accept that a multi-million-dollar company does not keep calls in their system for longer than 60 days. Have your IT department find them. I spoke on 3/12/2020 to over 4-5 CSR and calls dropped numerous times that is why I requested a supervisor. I expect to receive a FULL REFUND. I DEMAND someone contact me unlike my previous Revdex.com complaint when all I received was an email from Revdex.com telling me the issue was closed. It was closed UNRESOLVED. I will also be contacting the State Attorney General office in Las Vegas as it is unethical to not disclose important information regarding fees.
August 3, 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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a refund in the amount of
$1100.00.Our records indicate the on January 26, 2020, the customer,
or an authorized user of the Expedia account, self-booked a round trip tickets
for three passengers on Expedia's website, under itinerary ***. The
booking included a roundtrip flight with *** Airlines from Fort
Lauderdale, FL, United States, to Lima, Peru, departing on March 14, 2020, and
returning on March 20, 2020. Upon review, on March 11, 2020, the customer, or an
authorized user of the account, called in to request information on exchanging
their tickets but only for two of the three passengers. No changes were made.
The customer then called back on March 12, 2020 and a voluntary exchange was
processed for passengers *** and *** with an exchange fee
of $200.00 per passenger. The passengers had a $180.00 residual that was
applied towards the change and a difference of $20.00 per passenger was
charged. Upon further review, on June 23, 2020, an airline-initiated
schedule change occurred and *** cancelled the flights. The customer was
sent an email with no alternative flight options. The customer called in and a
refund request was processed which the customer did not agree on the amount of
the refund, the amount per passenger would be $372.49, making the total refund amount
of $744.98 for both passengers.As of today August 3, 2020 I have been in contact with the
customer and a refund of $180.00 per passenger 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,
Karla ***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
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
I will never use Expedia again for anything. Buyer beware. During this COVID-19 pandemic, we had to cancel our *** Airline flights to New Jersey. We received an email telling us to call a toll-free number to rebook with an Expedia rep and I called leaving my number. The Expedica rep called me back within 10 minutes and proceeded to put me on hold. I was on hold for almost two hours and spoke to two different reps for maybe two minutes a piece. The second time (I finally made it to an "upper manager who would be able to help me with new flights" and was put on hold for a total of 5 & 1/2 hours with the rep checkin in on me every 30 minutes to make sure I was there and to assure me that he would help me momentarily. He also said that the flights would be $238 more total and that he needed to see if *** Airlines would wave that difference. I discovered it was a total lie since flights were slightly lower for October 2020 than when I purchased in January 2020 for April. I finally had to go to bed. The next morning I called *** Airlines directly and was able to use my airline voucher and book flights for me and my family members. Start to finish it took 12 minutes. The airline rep said she had been receiving numerous complaints about Expedia stalling and she had no idea why or what was up.
I want everyone to know the following: (1) Expedia has very poor customer service if you ever need to change a trip; (2) Call your airline directly to use any vouchers; and (3) For the $10 to $30 Expedia sometimes saves you, it's not worth the hassle.