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.
I tapped ONE star just so I could write about my HORRIBLE experience with Expedia. I am still currently on hold for the representative and I am 2 hrs into this call. I got an email from Expedia telling me that my return flight was cancelled by the airline company due to Covid 19. The email said to respond within 48 hrs for an alternative flight, and I responded within 2 hrs. When I call Expedia, they tell me they have no record of that email being sent to me. I give them the reference number from said email, and they say they cannot pull it up. I asked the representative how long it would take for me to get my refund if I cancel the whole trip. She then puts me on hold and gets back on the line to tell me that she’s calling the airline to get me a flight back home. Hasn’t been back in the line since regarding a refund or a new flight. This company has outsourced their customer service to Indi, and there is such a language barrier and miscommunication going on. I would like to talk to somebody who is able to work efficiently, able to communicate in a timely and professional manner, and not leave me on hold because they are not aware of how to handle the situation.
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.
On 6/16/2020, an agent with Expedia booked reservations as we were on the phone after she clicked the button, I realized it was too far away for desired locale. Within minutes (3-5) she cancelled the reservation. The amount was over $1200. On, 6/17/2020 it appeared the money was on hold & my bank instructed if the company sent an email stating a refund was issued they would take the hold off. Expedia sent email stating refund was issued, I forwarded email & called my bank to find out Expedia took the funds from the account after stating a refund was issued. I have called several times (4-5) & I only encounter rude people who are not English speaking & refuse to let me speak with a supervisor.
Expedia.com Response
• Jul 01, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case:Customer Complaint: The customer booked the reservation on June 17, 2020, and was unaware of the
location until after the completion of the reservation. Within minutes, the
guest canceled the reservation and noticed the money was on hold for her
reservation. The guest contacted their bank
and advised that they were informed to request Expedia to send an email stating the refund was
processed and the bank would remove the hold. Expedia completed the email
request and the guest forwarded the email to the bank as well as called them to and was informed that Expedia took the money from the account after they advised that a refund was previously issued. The guest has contacted multiple times, but advised they did not receive the assistance requested. The customer is requesting Expedia to release the amount of the booking and
process a refund. Findings: According to our records, the reservation was canceled on June 17, 2020 as
requested and a full refund was processed on June 17, 2020. In review of the
notes, guest contacted customer care wanting refund immediately. The customer care
agent offered and sent a receipt of the refund that was processed, however, the call ended. The guest called
in once more, on same day advising she wanted the refund right away, the customer
care agent advised that the refund process can take up to 30
days and the call was dropped. On June 18th, the guest
contacted again requesting refund immediately and was informed of the 30 day
time frame and advised they will not wait that long and the call
ended. Resolution: Upon reviewing the case, our records confirm in billing history the refund was
processed in full as of June 17, 2020 and due to unprecedented volume of travel
disruptions, refunds may take up to 30 days to process. Thank you for bringing this matter to our attention and allowing
us a chance for resolution. Thank you, Meredith R. Customer Relations Specialist
I purchased a vacation package in December for May 4 - 13 to travel from Portland, Oregon to London, England. As part of my package purchased through AARP - Expedia, I purchased a travel insurance policy to cover my trip. Unfortunately, my trip was cancelled due to the US and England not allowing travel in May due to the pandemic, my flight was cancelled by the airline, and I cancelled everything else. I received full refunds from ***, the hotel, transportation, all except the amount I paid for travel insurance for a trip that became non-existent. I was told it was not cancelled within the 15 days required, therefore, I could not have a refund and the company will keep my policy payment for a non-existent flight, and hotel stay. I am out $262.
Expedia.com Response
• Aug 02, 2020
August 02, 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. We understand that the customer is requesting a refund in the amount of $262.00 for the package insurance.Our records indicate that the customer, or an authorize user of the AARP- Expedia account, self-booked a flight reservation on December 30, 2019 for one passenger on AARP Travel Center Powered by Expedia website, under itinerary number ***. The booking included a round trip with *** Airlines from Portland, OR– London, England, UK for May 04, 2020 returning on May 13, 2020. We understand Ms. *** is requesting a full refund for the insurance portion. Upon further review, on May 25, 2020, the customer canceled the package online using the self-serve online cancel tool . On April 20, 2020, the customer contacted AARP Travel Center Powered by Expedia via phone and requested a refund for the insurance portion, the customer was advised that the insurance had been canceled and the customer advised that she would contact the insurance company.Although the customer did not utilize the insurance due to the trip being canceled because of the COVID-19 pandemic that occurred in March. The insurance coverage took place from December 30, 2019- March 26, 2020. Upon reviewing the terms and conditions for the Travel Protection Package Protection Plan the information that was provided was correct, the insurance is non-refundable after the 15 day period. This information was emailed to the customer when the itinerary was purchased. We hope you understand we must follow the terms and conditions as dictated by our vendors. Additionally, at the time of booking Ms. *** accepted AARP Travel Center Powered by Expedia Terms of Use, which expressly state: FIFTEEN DAY LOOK: You may cancel this insurance by giving the Company or the agent written notice within the first to occur of the following: (a) 15 days from the Effective Date of your insurance; or (b) your scheduled Departure Date. If you do this, the Company will refund your premium paid provided no insured has filed a claim under this Policy. After this 15 day period, the premium is non-refundable.While we regret Ms. ***’s 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,Karla ***Corporate Correspondence TeamTell us why here...
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because:
On March 23, 2020 the US government issued a NO INTERNATIONAL FLIGHT ORDER DUE TO THE PANDEMIC. On March 23, 2020 in accordance with the AARP Expedia website, I cancelled my airline reservations, hotel reservations, and activity booking reservations, and tried to cancel my travel insurance package without making any claim for loss other than my travel insurance amount of approximately $300, which I eventually verified was $264. My *** reservation cancelled and I received a full refund, my hotel reservation cancelled and I received a full refund, my activity booking cancelled w/o any monetary loss. The following quote is what I received regarding my travel insurance from AIG:
"Please note that we are experiencing high claim volumes due to Coronavirus (COVID-19). The timeline for handling your claim might be affected as a result."
On April 20, 2020 I received a response from AIG that I needed to contact Travel Guard Refunds for my refund, which I did. I received the following message:
Please note that we are experiencing high claim volumes due to Coronavirus (COVID-19). The timeline for handling your claim might be affected as a result.
On June 17, 2020 I received a denial from AIG. When I called AIG, they referred me to Expedia. I called Expedia they gave me the same denial that I did not cancel within the 15 day period of reserving and paying for my entire trip and the additional trip insurance fee, which was offered at the very end of booking. My trip was scheduled to begin May 4 from PDX to Heathrow. I filed my complaint with the Revdex.com.
As of March 23, 2020 the trip I planned an paid for was no longer in existence due to governmental orders, airline cancellation of flights. AIG had the fiduciary duty to know I cancelled everything timely with pandemic restrictions being placed on the world. I believe that I am entitled to a refund of the trip insurance policy cost, just as I got from ***, the hotel, and all activity bookings I had made.
Sincerely
Expedia.com Response
• Aug 04, 2020
August 4, 2020Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***). We regret to
hear Ms. *** did not accept our
response and/or resolution offered.We have reviewed the documentation/new
information Ms. *** provided to further address her concerns. We
regret to advise that the insurance remains non-refundable. As mentioned
previously, the insurance purchased was effective from the date of
purchase through the date the trip was cancelled. Insurance is only refundable
within 15 days after purchase.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Karla *** Corporate Correspondence Team
who concern:
I booked a vacation package trough expedia.com on February 2020 me.my wife and my two kids (4 total plain tickets an hotels as well )
After trying to cancel my reservation before my traveling dates on march 22, due to the coronavirus situation I just got a refund from the hotel only ,they talked me I do have a credit for using it before January 02 2021, my kids will begin school on august 19,my wife works at broward health care department where she has restriction as a health employee going to traveling destination is considered hotspot (even here in florida ) where the covid 19 cases are increasing , being hotspot as well , after explain this situation to a Expedia costumers service representative she said that only I do have an option using my credit for rebooking ,I am unemployed at this time since march 14 2020 I guess that is not fair what expedia is doing to costumers .
my regards
Expedia.com Response
• Aug 01, 2020
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with *** Airways.Our records indicate that on February 6, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airways from Fort Lauderdale, FL to Washington, DC departing on March 22, 2020 and returning on 2March, 2020. A nonrefundable Room, 2 Queen Beds, non-smoking, at *** Hotel, in Washington, DC, for March 22-March 22020.Upon review, on March 15, 2020, Mr. contacted Expedia to cancel his travel do to the COVID-19. Mr. advised he does not want to cancel the flight until he knows what would be the resolution for the hotel portion.On March 1*, 2020, we contacted the hotel on behalf of Mr.. *** Hotel approved the refund. We processed a full refund for the hotel room back to Mr.’s original form of payment.On the same day, Mr. contacted Expedia to cancel the flight due to the COVID-19. Expedia advised the airline is offering a credit and Mr. agreed to the airline policy.On June 23, 2020, Mr. contacted Expedia and requested a refund for the flight. Expedia advised Mr. he is eligible for an airline credit but not for a refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airways 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. *** Airways has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. Thus, Expedia has provided Mr. a flight credit with *** Airways. The tickets must be rebooked by February 5, 2021. *** is waiving the change fees and fare difference may apply. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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.We understand that Mr. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.While we regret his experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Aug 01, 2020
Complaint: ***
I am rejecting this response because:
To : Victor ***
I really appreciate your responds to my complaint , when I called expedia to cancel my reservation because the covid19 situation was ALL PACKAGE (hotel and flights) how expedia said that I did not want to cancel the flight
until the resolution for the hotel portion was done , THAT NOT MAKE SENCE , they gave me the hotel refund not the flight portion , I wondering if they gave me the hotel portion why did not give me the flight as well ,even I called *** and they talked to me if I
would done the reservation through them , *** was making refunds all the reservation because the covid19 situation ,but because I did through a third party (expedia ) *** can not help me to resolve this issue , most business has lost money because of the covid19
pandemic situation ,even me I am unemployed since march 2020 and I have a family , I really need this money for paying my bills , I hope you understand my situation , thank you again .
Expedia sells trip insurance for their non refundable trips. I cannot get a refund for a trip that was COVID cancelled even though I cancelled more than a month in advance and mailed all documentation
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on March 2nd, 2020 via Expedia mobile app for arrival on May 9th, 2020 and departure on May 12th, 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.On May 20th, the customer reached out to our customer care team inquiring about a refund for the cancelled reservation. Unfortunately, at this time, customer care was unable to obtain approval for a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.After further review, we have issued a refund in the amount of $227.41 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.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia TeamTell us why here...
Hello, On 3/20/20 @ 12:39pm I booked a flight for my son, my niece, and another friend from Capetown, South Africa to Newark, NJ. Each flight costed approximately $4,500 as they were almost stranded amid the Covid 19 lockdown. I had to book a first class flight home. This flight came with a 24 hour no-penalty cancellation guarantee. I subsequently cancelled this flight at 7:26 am on 3/21/20. (Please see Exhibits A,B, and C. Exhibit C confirms the cancellation)
On March 28th, I called to follow up and check on the refund status. I spoke with a manager named Ann who confirmed that a refund was being processed and that it would take approximately 8 weeks to post to the CC account. (See Exhibit D). I waited approximately 2 months and decided to call again for a status update. AGAIN, I was informed that a full refund would be issued , but there were longer than normal delays in processing due to Covid 19. However I was told that I could "REST ASSURED" because I would be refunded. (Please see Exhibit E)
Now worried and nervous, I called 1 week later and spoke to another manager named Ricky. I AGAIN was told that the credit card would be fully refunded (See Exhibit F.) Today is June 22, 2020 and to date, I have yet to receive a refund to the card used to purchase the tickets. It's almost 1 month since my last correspondence with Expedia and more than THREE MONTHS since my cancellation and nothing has taken place. Meanwhile, my credit card has been charged, and my CC company will not credit back the charges that posted, even after seeing the proposed refund emails. My credit score has dropped a bit because of the change in Utilization Rate. I've called Expedia at least 15 times to address this matter. Often times I've waited on whole for more than 4 hours. Please see Exhibit G. In fact today, I called Expedia Corporate at 5:45 EST and have been on hold for more than 7 hours. The phone hangs up and then call me back to place me on hold again. Most times you'll have to wait at least 2 hours to reach a live representative. In closing, I've made an assertive and gallant effort to resolve this issue accordingly and even by Expedia's own admission, I'M DUE A REFUND!! A $14k loss would cripple me for years. I lost one of my jobs due to Covid. I have a son in college, and can't afford to lose $14k to a billion dollar corporation when I followed all of the rules accordingly. Any assistance in resolving this matter would be GREATLY APPRECIATED,
Sincerely
Expedia.com Response
• Aug 14, 2020
August 14, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. According to our records, on March 20, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for three passengers on Expedia’s website, under itinerary ***. A one way fare with *** from Cape Town, South Africa to Newark, NJ, departing on March 21, 2020.Upon review, on March 28, 2020, Mrs. contacted Expedia to get a refund for the flight she tried to cancel on March 21, 2020. An Expedia agent contacted the airline to advocate on Mrs.’ behalf and the refund was approved.We can confirm that on July 2, 2020 a refund in the amount of $13,493.55 was initiated via the airline. The time it takes for the refund to post to Mrs.’ account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant, ***, it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Victor ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a round trip flight for myself and my partner with Expedia.com leaving April 24.2020, returning April 26, 2020, Iteniery numbers ***. After repeatedly contacting both Expedia and *** airlines up until the day of my flight, I review my email and on 4/23/2020, I received an email stating I either missed my flight or the flight was canceled and information would be provided regarding a refund or a credit. Today after never hearing from either Expedia or *** Airlines since 4/23/2020. Only to be given multiple reason as to when I couldn’t use my credit and why I couldn’t be issued a refund. I spoke with a manager by the name of Daniel, who had me on hold for over 2 hours. I was on hold for a total of 4 hours and was disconnected several times and had to call back. I would like a full refund of my purchase I never cancelled and this situation is beyond my control due to COVID-19.
Expedia.com Response
• Aug 02, 2020
August 2, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer requesting an airline credit or to receive a refund for the cancelled flight.Our records indicate that on March 9, 2020, Ms. ***, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with ***n Airlines from New York, NY to Charlotte, NC, departing on April 24, 2020 and returning on April 26, 2020.On April 23, 2020, Ms. ***, or an authorized user of the Expedia account, cancelled the flight using the self-cancellation feature on the website.On July 17, 2020, Ms. ***, contacted Expedia to use her airline credit. An Expedia agent changed the flights to depart on October 15, 2020, from New York, NY to San Juan, Puerto Rico, returning on October 18, 2020.We understand that Ms. ***’s issue has been resolved. 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, Victor PCorporate Correspondence Team
I was notified by Expedia that the hotel had cancelled my reservation (and all reservations because of COVID-19) and that I would be issued a voucher. I replied that I had no use for a voucher given that the reservation was event-specific, and that I was entitled to a refund given that the hotel had canceled. After spending hours on the phone and on chat with Expedia (mostly on hold), Expedia emailed me that they were forced to honor the hotel's policy of not issuing any refunds. Upon further investigation I was able to confirm from the hotel that they had issued refunds to all of the event participants who had booked directly with them, and contrary to Expedia's assertion, it was therefore Expedia and not the hotel that was refusing the refund.
Expedia.com Response
• Aug 02, 2020
August 2, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for the hotel instead of a coupon.Our records indicate that on February 17, 2020, Ms. ***, or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia’s website, under itinerary ***. A roundtrip fare with *** from Columbus, OH to Detroit, MI, departing on June 13, 2020 and returning on June 14, 2020. A nonrefundable Deluxe Room, 2 Queen Beds, non-smoking at ***, in Detroit, MI for June 13-June 14 2020.Upon review, on June 9, 2020, Ms. ***, contacted Expedia after receiving a hotel coupon by email. Ms. *** requested a refund for the hotel instead of a coupon. We contacted but were not able to reach the hotel. The hotel was closed due to the COVID-19.On June 12, 2020, Ms. *** contacted Expedia and asked to get a refund for the hotel due to the COVID-19. We called the hotel but were still not able to reach them. The hotel is currently still closed.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. The cancellation policy is enforced by the hotel, not Expedia.During the booking process of the hotel reservation, Ms. A *** agreed to Expedia’s Terms of Use, which states the following: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.We understand that Ms. *** is dissatisfied with receiving a coupon instead of a refund. We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a coupon may not be what Ms. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.While we regret her experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor PCorporate Correspondence Team
I had booked a flight for May 1st travel (Itinerary #***). Expedia offered to cancel my flight, which I accepted via text. I never got any information about the cancellation, so I called April 18 and spoke to a person who offered me a refund. I was told it would take up to 60 days. On June 18, after 60 days, I still had no refund. After almost 2 hours, I got through to a supervisor who researched the matter. He said the refund was processed by Expedia on April 22, so that I needed to wait until after June 22. I tried calling today, spent over an hour on the phone, got disconnected. I still have no refund. the Refund case# is ***. I just want my money refunded ASAP. The amount I paid was $798.80.
Customer Response
• Jun 23, 2020
This complaint has been resolved. Thank you for your assistance.
I cancelled my reservation on 6/16, I only cancelled because the website would not let me just change my reservation, I just wanted to add another day. When I cancelled, it said I'd have a refund in 3-5 business days, by 6/23, I still hadn't received my refund so I called customer service. The first rep told me that I had to wait 30 days, even though the website said 3-5. So I requested a supervisor and she said 7-10 days. I had then said "well first the website said 3-5 days, then your rep said 30 days and you're saying" and then she cut me off and said "if you're going to listen he said 30 because originally due to COVID it was 30 days" Mind you, she interrupted me and then decided to give me an attitude. So I asked if she had a supervisor and she said I'd have to call back but my request wasn't for a different supervisor, it was for her supervisor because I wanted to make an official complaint regarding her attitude. She wouldn't transfer me so I then asked for her name so I could name her in my complaint, her response was to hang up on me. I may have been frustrated due to the fact that she interrupted me and was rude, but I was not yelling nor being abusive. There was no reason for her to hang up on me.
Expedia.com Response
• Jun 29, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings and resolution to the case: Customer Complaint: The customer is advising that when they called our support team to check the status of the refund, they were advised different timelines and that the agent they spoke to was unprofessional. The customer is requesting his refund and that more training is needed for our support teams. Findings: According to our records, the refund was initiated on June 17, 2020 and that we have processed the refund on June 24, 2020. Due to unprecedented volume of travel disruptions, refunds may take up to 30 days to process at this time. Resolution:We recommend that the customer reaches out to their financial institution regarding any questions they might have as to when the funds will be available. In regards to the customer’s concerns about the professionalism of our support team, we will pass this information to the appropriate department that handles these situations. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Thank you,Amber DCustomer Relations Specialist
Customer Response
• Jun 29, 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. However, clearly retraining is needed amongst your staff since the supervisor advised me it would be 7-10 business days. And your website needs updated as it said 3-5 business days.
THIS HAS BEEN THE WORST! I booked a house in Ticaboo and then read reviews! Shame on me! I then called the hotel that runs the house they said it was NOT available. Read on Expedia that the house that I was renting was "subject to availability upon arrival." Then read that others had arrived and had NO where to stay! I decided I wasn't going to risk this and called to cancel, I tried to cancel 9 hours after booking and Expedia, said that I was going to be charged for the first night at $350 by the hotel. Exactly how can someone charge you for something that they can not provide you with is beyond me. Called the hotel and they said they are not charging me. So Expedia is charging me and saying that it's the hotel that will be charging me. This is super crazy that Expedia is doing this! You can not sell something that isn't yours and is not even available, but yet somehow this is exactly what they are doing!!!!
On 2/6/2020, I made a reservation through Expedia for a full size van (12-15 passenger) for 7/23/2020 through 8/5/2020 and paid in advance $945.49. Expedia sent me confirmation showing that the rental was booked through *** for these dates. My credit card was charged on 2/8/2020.
Today (6/22/2020), I decided to double check all my reservations. The Expedia email referenced a *** confirmation number, but the *** website did not recognize it, so I called ***.
They advised that it showed as an incomplete reservation, and that no vehicle type was specified. When I told them that the vehicle type was a full size van, they said that there were no full size vans in that location, nor were they willing to obtain a full size van before the reservation date (over a month in the future). They advised me to call Expedia, which I did.
First, spoke to "Nick" in an offshore call center. He told me that he would have the back-office staff research the issue and e-mail me. I told him that that would not be acceptable as their previous e-mail (the confirmation of the reservation) was not worth anything. I asked to speak to a supervisor. He transferred me to the Phoenix call center, where I spoke to "Lyn" (id #) on Customer Service Tier 2. Explained the whole problem all over again. She tried to tell me that my credit card had not been charged for the reservation, and I had to send her a copy of my February *** credit card statement showing the charge. Lyn asked me if obtaining a refund for the $945.49 and cancelling the reservation would be an acceptable outcome. I advised that this was NOT acceptable solution - that I wanted them to honor the contract that they had made in February. I pointed out that I was bringing the issue to their attention (as opposed to them discovering the problem and bringing it to mine), and that they should be able to resolve the issue before the reservation date. I further advised that while waiting on hold, I had been able to determine that *** does have full size vans available on the dates in question at that location. Any increase in cost should be borne by Expedia because of their service failure. She said that she could request a refund on the initial *** booking, and rebook on ***, but that she could not guarantee that I would be refunded the difference, since now the price was 3x higher. Since I had already been on the phone for 2 hours at that point, I wanted a resolution and I asked to speak to her manager if that was what it was going to take to make things right. I was disconnected twice, and now am on another lengthy hold.
Expedia.com Response
• Aug 03, 2020
August 3, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his car reservation.Our records indicate that on February 7, 2020, Mr., or an authorized user of the Expedia account, self-booked a car rental on Expedia’s website, under itinerary ***. The reservation was for a full size van with *** at San Antonio, TX for July 3 - August 5.Upon review, on June 22, 2020, Mr. contacted Expedia and advised the car type he has selected is unavailable at ***. An Expedia agent tried to contact the car rental but was not able to reach them.On June 23, 2020, we sent an email to *** to request a refund, and to Mr. advising Expedia has requested a refund.On June 25, 2020, we received a response from *** advising the reservation was cancelled on June 22, 2020. Mr. has received a full refund of $945.49 for the cancelled prepaid booking. The refund was issued to Mr.’s original form of payment on June 24, 2020.We regret that Mr.’s experience was not as we would have hoped and for any subsequent inconvenience caused by *** not being able to honor his original reservation. 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, Victor PCorporate Correspondence Team
On January 24, 2020, my boyfriend and I booked round-trip flights to and from Barcelona, Spain through Expedia.com. While we were on our trip in mid-March, President Trump announced that the US would close its borders as a result of COVID-19. Our return flight (which we had booked through Expedia.com) notified us the following day that our flight was cancelled. We were therefore stranded in Barcelona. In an effort to get home, I had to book another flight, which I thankfully did without using Expedia.com. Due to the emergency situation, it was impossible to reach Expedia by phone as their lines were clogged up, so we decided to wait until we got home to file a claim for a refund. We had purchased the insurance policy with Expedia's insurer, AIG, so we did not think it would be an issue to get our refund, since it was guaranteed when we purchased the insurance policy.
In late March, we sent all necessary documents to prove our cancelled flight and the added costs of replacement flights, transportation, and lodging. After over a month, we received the first correspondence from AIG via email asking for additional documentation. We believed we had already provided the requested documents, but we sent and uploaded them again. Two weeks later, we received the exact same email from AIG asking for those same documents. When we tried to call AIG, they transferred us to Expedia, who then transferred us back to AIG saying that AIG handles all their refund claims. Ultimately, I have been hung up on many times by these representatives after multiple transfers. It has become clear that they are passing the blame back and forth with no intent to issue our refund. I have also repeatedly emailed their claims department, but I only get the same email in response asking for documents I have already provided. I feel I have exhausted all avenues by which to request my refund and Expedia/AIG is intentionally depriving me of such a refund because they do not wish to pay it. I have had no other recourse but to reach out to the Revdex.com in hopes of getting a return of my over $1,000 loss.
Expedia.com Response
• Aug 10, 2020
August 10, 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 customer complaint from Mrs. (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for half the cost her original flight, her new flight and hotel.
Upon review, on 23 January, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with United, from San Francisco, CA to Barcelona, Spain, departing on March 10, 2020, and returning with *** Air lines, from Barcelona, Spain to San Francisco, CA on March 16, 2020.
On March 12, 2020, *** Air lines initiated an airline schedule change and cancelled Mrs.’s booking.
On March 13, 2020, Mrs. self-booked a new return flight for two passengers under itinerary ***. A one-way fare with *** Airways, from Barcelona, Spain to San Francisco, CA, departing on March 15, 2020.
Due to the abundance of calls received during the Coronavirus outbreak, and the issues Mrs. encountered when trying to reach us, we have started processing a refund in the amount of $548.55 to be credited to the original form of payment used to book the new return flight (itinerary ***). This amount equals the price of one ticket, as the original booking was for one passenger.
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.
I'm writing to file a claim against Expedia.com for not issuing a refund for a $1,086 flight to Seoul, South Korea that I was not able to take due to COVID-19.
Here's an account of experience with booking/cancelling through Expedia:
1. An *** flight to Seoul was purchased on 2/11 through Expedia in the amount of 1,086.14.
2. In early March I called Expedia and spoke with an agent about cancelling my flight. He told me that if I cancelled at that point, I would be charged a $200 cancellation fee and I could then dispute that due to the fact that I had purchased trip insurance. He then advised me to wait until closer to my travel date in hopes the airline itself would cancel my flight.
3. When it was clear *** had no intention of cancelling the flight despite the health crisis, I attempted to cancel my flight through Expedia. Was disconnected due to my travel not being within a 72 hour window.
3. Attempted to cancel the flight within the 72 hours before scheduled travel, and the phone lines were jammed. I tried several times for shorter periods, but my longest hold was on March 28th for 6.5 hours, no answer.
4. I received nothing but error messages when attempting to cancel my flight online.
5. Online chat option just went in circles, informing me that I needed to call in to cancel. Obviously, that doesn't work when no one answers the phone.
6. I checked ***'s site to attempt to cancel through them, but their information explicitly states that if the reservation was booked through a travel site (such as Expedia) that I would have to go through them to cancel.
7. Expedia's Revdex.com profile acknowledges that callers were not able to contact them either by phone or online to cancel travel plans.
8. Filed disputes with my credit card company (***/***) but they deemed the charges justified as I did not cancel within the policy guidelines (even though it was completely impossible to do so).
9. Attempted to contact Expedia for help, talked with a kind agent named Monique who attempted to put me on a phone discussion with a manager. Waited for over an hour only to be disconnected because I didn't reply to the 6th "sorry for the wait" message she sent. I was still waiting on hold but she hung up the line when she left the chat.
10. I cannot connect with anyone now over chat, just keep getting this message : "Thanks for getting in touch! All of our chat agents are currently helping other customers, so we can’t chat with you right now. Sorry for any inconvenience."
I would really appreciate if Revdex.com could look into this case of Expedia.com completely evading their responsibility to consumers because of their inability to handle the crisis adequately. I understand it's an unprecedented time, but that doesn't mean we consumers have to pay the price in dollars so that Expedia can keep undeserved income for travel that was never able to happen.
Thank you
Expedia.com Response
• Aug 02, 2020
August 2, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Ms.’s complaint that she was not able to get through the Expedia phone lines to cancel her flight booking prior to her trip start date.
Our records indicate that on February 11, 2020, Ms. or an authorized user of the account booked a flight ticket to Seoul, South Korea. The booking is for a roundtrip flight departing on March 29, 2020 from Denver, CO to Seoul, South Korea via ***, and returning April 7, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $1,086.14.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
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 airline or other 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.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 5, 2020, Ms. called in to request cancellation due to Covid-19. The customer was then advised by an agent the rules and restrictions on the ticket, as well as the airline cancellation fees. The agent documented to have advised the customer to call again closer to the travel dates as *** does not have a Flexibility Policy in place impacting customer’s travel dates at the time of call.
On March 20, 2020, *** initiated a schedule change. The customer’s flights were cancelled; however, the airline was no longer authorizing refunds for cancelled flights. ***’s flexibility policy states that customers will receive future travel credits for flights cancelled due to an airline schedule change on or after March 19, 2020.
After further review we can confirm that on June 22, 2020, The customer reached out to a chat agent requesting a refund. Chat agent documented that customer was advised of the future travel credit. Per the agent’s case notes, customer requested to speak with a manager; however, no other documented contacts made by the customer was found.
In addition, Ms. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by ***, and any claims can be made directly with them at the contact details provided to Ms. in his confirmation email (***), or by phone at *** or ***).
On August 2, 2020, *** confirmed that because the airline initiated the schedule change after March 19, 2020, per the airline flexibility policy, no refund will be provided. The customer will keep an airline credit for the unused flights. The credit is valid for 24 months from the cancellation date.
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 on this itinerary. We hope Ms. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Ms.’s refund request. 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.
In December of 2019 I booked two separate hotel stays for May of 2020 through Expedia.com. Both of these hotels were located in Italy. The first was from May 3rd to May 7th, 2020 at the Hotel *** in Rome, Italy (Itinerary No. ***) and the second reservation was from May 7th to May 11th, 2020 at the Hotel *** in Florence, Italy (Itinerary No. ***)
Due to the Coronavirus Pandemic, our flight to Italy was cancelled. On March 9th, 2020 the entire country of Italy issued a nationwide travel ban that was not lifted until June 3rd, 2020. Therefore we were not allowed to travel to or through the country of Italy, nor were we allowed to visit the hotels. We paid for a service that was not provided to us.
Expedia.com Response
• Jul 23, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:Regarding the two reservations in the complaint:I can confirm the first reservation with Hotel *** was created on December 16th 2019 via Expedia Group website for arrival on May 3rd, 2020 and departure on May 7th, 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.April 23rd and April 28th, the customer called into our customer care and acknowledged the receipt of the self service email to cancel and obtain a voucher for future use. Customer requested a refund and was notified that the hotel was non refundable and opted for the voucher in place of no refund.June 21st, the customer called into our customer care and requested a refund for the booking. The customer did not opt for the voucher and cancel the booking. We emailed the hotel and they denied refund for the hotel as the booking was non refundable.I can confirm the second reservation with Hotel *** was created on December 16th 2019 via Expedia Group website for arrival on May 7th, 2020 and departure on May 11th, 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.June 21st, the customer called into our customer care and requested a refund for the booking. We emailed the hotel and they denied the refund but offered a voucher for use until December 31st, 2021.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from Hotel ***. As the hotel has declined to offer a penalty waiver we can't proceed with a refund for this booking. Also, As the booking was not cancelled properly, this booking would no longer be eligible for a voucher. If you would like us to see if the property will still offer a voucher please reach out to our customer care team.We were also unable to obtain approval for a refund from Hotel *** but as stated above the hotel is offering a voucher that is usable until December 31st, 2021. Again please reach out to our customer care team if you would like to accept this voucher.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Group Team
I booked a vacation package for my wife and I on February 17, 2020 at a cost of $4,242.56 through Expedia (aka ***) as was charged on my credit for such amount.
Due to flight changes occurring, I contacted Expedia (aka ***) April 6, 2020 I was advised by a customer service representatives that someone would contact me within 48 hours but never did. I called back on April 8, 2020 at which point they could not find our reservation in their system. I was advised by the customer service representative and supervisor that they escalating the issue for resolution and someone will get back to me via email or phone.
As of June 19, 2020, based on the information the resort website, the resort for our trip is now closed until well beyond our travel dates.
As of June 21, 2020, I have contacted the vendor at least 18 times and keep getting the same response from them but have never been contacted by them as they stated they would.
Expedia.com Response
• Aug 11, 2020
August 11,
2020Revdex.comAlaska,
Oregon and 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 to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr.’s complaint that he wants a refund for his vacation
package booking as he was advised that the hotel booked was closed. Our records indicate that on February 17, 2020, Mr. or an authorized user of the account booked a
vacation package via ***, departing on July 10, 2020, from Philadelphia, PA travelling to Cancun, Mexico via *** Airlines and returning on July
18, 2020. The vacation package included an 8-night stay at ***
*** Cancun - Adults Only - All Inclusive, checking in on July 10, 2020 and
checking out on July 18, 2020. The total cost of the package was $4,242.56.
At the time
of completing her booking on our website, Mr. agreed
to our Terms of Use, which expressly provide: 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 airline or other
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.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on August 6, 2020, *** Airlines agent confirmed that the airline
took over customers’ tickets and reissued new ones on April 28, 2020, as a
result of an airline initiated schedule change. On June 22, 2020, the customer
reached out to *** Airlines directly for another flight change and new
tickets were reissued. The airline agent validated that the customers used both
tickets on July 10, 2020.
Also on August 6, 2020, a hotel inhouse reservation agent also confirmed
that the original hotel booked is closed. The customers were however given an
option to stay in a sister property, ***
***, also in Mexico.
After further review we can confirm that on August
10, 2020, hotel
inhouse representative advised that customer is not eligible for a refund and
confirmed that the customers used the reservation. Mr. and another traveler checked in at their sister property, ***, on July 10,
2020 at around 2 p.m. and checked out July 18, 2020 at around 11 a.m.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. *** Airlines 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. We hope Mr. understand that we must adhere to the rules and
regulations of the air carrier and the hotel, including their cancellation and
refund policies.Based on the
above, Expedia is unable to honor Mr.’s refund
request as the flight tickets and hotel reservation were fully used, as
confirmed by the travel providers. 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,Aida ***Corporate
Correspondence Team
I made a hotel reservation in Mexico thru Expedia.com . The trip date was from June 27, 2020 thru July 4th, 2020. I received an email from Expedia on June 15, 2020 informing that the hotel will be closing down during the time of my travel and as result, I will be receiving a full refund from Expedia.
When I contacted Expedia about this email, they informed me that I will be receiving a voucher instead. This voucher will be valid for for one year. This was contrary to the email they sent me.
Trip information:
The Itinerary # for this reservation is ***. The Amount of refund is $2761.13. Name of hotel is *** All Inclusive.
See email below from Expedia:
From: Expedia United States
Date: June 15, 2020 at 8:46:08 PM EDT
To: ***
Subject: Important information about your upcoming trip
Reply-To: ***
Packages
Hotels
Cars
Flights
Cruises
Things to Do
Deals
Rewards
Dear Valued Customer,
Due to the current situation with novel coronavirus (COVID-19), as a precautionary measure *** All Inclusive is closing from 6/1/2020 to 7/2/2020. As your package booking falls within these dates, we will be cancelling the hotel portion of your booking and processing a refund to the original form of payment. Due to the unprecedented volumes of travel disruptions refunds may take up to 30 days to process.
We have not cancelled the flight portion or any other components of your package booking. If you would like to cancel these, you can visit our Customer Service Portal for a step-by-step guide: https://www.expedia.com/
We apologize for any inconvenience this may have caused you and thank you for trusting Expedia with your travel needs.
Yours Sincerely,
The Expedia Team
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You are receiving this transnational email based on a recent booking or account-related update on Expedia.com.
Contact information: Expedia, Attn: EMC Team 1111 Expedia Group Way West, Seattle, WA 98119, USA. Expedia cannot receive replies to this email.
August 3,
2020Revdex.comAlaska,
Oregon and 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 to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from Jason *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that Expedia
must honor the email he received and refund me the full amount of $2761.13. Our records indicate that on February 6, 2020, Mr. or an authorized user of the account booked a
package online via Expedia.com departing on June 27, 2020 from Detroit, MI
travelling to Cancun,
Quintana Roo, Mexico and returning on July 4, 2020. The booking
included a non-refundable 7-night stay at *** All Inclusive for the same dates, plus a round trip hotel
shuttle. Total cost of the package is $5,331.27At the time
of completing her booking on our website, Mr. agreed
to our Terms of Use, which expressly provide: 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 airline or other
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.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 12, 2020, customer called in to request cancellation for the
non-refundable hotel reservation due to Covid-19. Expedia agent reached out to the vendor to request a
penalty waiver. The request was however denied.
After further review we can confirm that on May
14, 2020, Expedia agent advised customer that the property is not offering any refund
but is allowing customer to make changes on the non-refundable hotel
reservation. The agent also documented
that the customer requested for at least a voucher that can be used towards a
future hotel reservation. The case was assigned to a dedicated team to determine customer’s coupon
eligibility.
In addition, on June 15, 2020, Mr. called in to
request cancellation for the whole trip as their flights were cancelled. Assisting Expedia agent documented that
the flight tickets were refunded due to an airline initiated schedule change.
On the same day, two cancellation confirmation emails were sent to the customer.
The emails state, “Your reservation was cancelled by the property because the
property will now be closed during your stay. We will provide you with a coupon
for the full amount of the original purchase price that can be used for a new
reservation at the same property when it opens. You will receive an email when
your coupon is ready”. The same day, a $2,761.00 voucher was applied on the
customer’s account.Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. We
are still bound by the property's terms and conditions so we cannot process a
refund for any booking where the terms and conditions indicated no refunds
would be permitted.. We hope Mr. understand
that we must adhere to the rules and regulations of the hotel, including their
cancellation and refund policies.On June 22,
2020, customer’s flight
tickets were refunded. *** Airlines has approved the refund due to the
airline initiated schedule change. On August 3, 2020, a refund request email was again
sent to the hotel. The property then replied advising that there are no
penalties for the cancellation of the non-refundable hotel reservations. Based on the
above, Expedia was able to get an approval for the refund of Mr. non-refundable hotel reservations. A verbal
confirmation was also received from the customer that the voucher on his
Expedia account will be deactivated once the refund $2,761.13 has been
processed. 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,Aida R ***Corporate
Correspondence Team
Airlines cancelled our flight back in early March because of COVID - we worked with Expedia back then to get a refund as we are entitled to one. they promised we would get one (have email evidence) and then months later we were told we would only get a travel voucher from Expedia. Eventually *** emailed me letting me know they approved the refund so that Expedia could refund us. Now, Expedia won't return the money and they are saying we will be getting the $ from *** not from them. Also, that it would take 8 weeks! even though our original trip was in early March. Why are they avoiding giving us our money back for a service they didn't provide. I shouldn't have to jump through hoops to get my money back when I am entitled to it.
Itinerary #:
Expedia.com Response
• Aug 11, 2020
August 11, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. We understand that Mrs. is seeking a refund for a reservation that was cancelled due to the COVID-19 pandemic. According to our records, on February 27, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s mobile site, under itinerary ***. A roundtrip fare with *** Airlines from Chicago, IL, to Dusseldorf Germany, departing on March 17, 2020 and returning on March 22, 2020.Upon review, on March 14, 2020, the airline cancelled the flight.On March 15, Mrs. contacted Expedia to request a refund. An Expedia agent tried to contact *** Airlines but was not able to reach the airline. We advised Mrs. that a member of our offline team will contact her.On March 24, 2020, Mrs. contacted Expedia to get a refund for the flight. An Expedia agent requested the refund to the airline on behalf of Mrs..Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines 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.On June 22, 2020, the customer contacted Expedia regarding the refund. The same day, Expedia initiated a refund request through *** Airlines. Due to the abundance of requests being processed, the refunds may be delayed. The time it takes for the refund to post to Mrs.’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 merchant, *** 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. Sincerely, Victor PapillonCorporate Correspondence Team
Customer Response
• Aug 11, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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
I tapped ONE star just so I could write about my HORRIBLE experience with Expedia. I am still currently on hold for the representative and I am 2 hrs into this call. I got an email from Expedia telling me that my return flight was cancelled by the airline company due to Covid 19. The email said to respond within 48 hrs for an alternative flight, and I responded within 2 hrs. When I call Expedia, they tell me they have no record of that email being sent to me. I give them the reference number from said email, and they say they cannot pull it up. I asked the representative how long it would take for me to get my refund if I cancel the whole trip. She then puts me on hold and gets back on the line to tell me that she’s calling the airline to get me a flight back home. Hasn’t been back in the line since regarding a refund or a new flight. This company has outsourced their customer service to Indi, and there is such a language barrier and miscommunication going on. I would like to talk to somebody who is able to work efficiently, able to communicate in a timely and professional manner, and not leave me on hold because they are not aware of how to handle the situation.
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.
On 6/16/2020, an agent with Expedia booked reservations as we were on the phone after she clicked the button, I realized it was too far away for desired locale. Within minutes (3-5) she cancelled the reservation. The amount was over $1200. On, 6/17/2020 it appeared the money was on hold & my bank instructed if the company sent an email stating a refund was issued they would take the hold off. Expedia sent email stating refund was issued, I forwarded email & called my bank to find out Expedia took the funds from the account after stating a refund was issued. I have called several times (4-5) & I only encounter rude people who are not English speaking & refuse to let me speak with a supervisor.
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case:Customer Complaint: The customer booked the reservation on June 17, 2020, and was unaware of the
location until after the completion of the reservation. Within minutes, the
guest canceled the reservation and noticed the money was on hold for her
reservation. The guest contacted their bank
and advised that they were informed to request Expedia to send an email stating the refund was
processed and the bank would remove the hold. Expedia completed the email
request and the guest forwarded the email to the bank as well as called them to and was informed that Expedia took the money from the account after they advised that a refund was previously issued. The guest has contacted multiple times, but advised they did not receive the assistance requested. The customer is requesting Expedia to release the amount of the booking and
process a refund. Findings: According to our records, the reservation was canceled on June 17, 2020 as
requested and a full refund was processed on June 17, 2020. In review of the
notes, guest contacted customer care wanting refund immediately. The customer care
agent offered and sent a receipt of the refund that was processed, however, the call ended. The guest called
in once more, on same day advising she wanted the refund right away, the customer
care agent advised that the refund process can take up to 30
days and the call was dropped. On June 18th, the guest
contacted again requesting refund immediately and was informed of the 30 day
time frame and advised they will not wait that long and the call
ended. Resolution: Upon reviewing the case, our records confirm in billing history the refund was
processed in full as of June 17, 2020 and due to unprecedented volume of travel
disruptions, refunds may take up to 30 days to process. Thank you for bringing this matter to our attention and allowing
us a chance for resolution. Thank you, Meredith R. Customer Relations Specialist
I purchased a vacation package in December for May 4 - 13 to travel from Portland, Oregon to London, England. As part of my package purchased through AARP - Expedia, I purchased a travel insurance policy to cover my trip. Unfortunately, my trip was cancelled due to the US and England not allowing travel in May due to the pandemic, my flight was cancelled by the airline, and I cancelled everything else. I received full refunds from ***, the hotel, transportation, all except the amount I paid for travel insurance for a trip that became non-existent. I was told it was not cancelled within the 15 days required, therefore, I could not have a refund and the company will keep my policy payment for a non-existent flight, and hotel stay. I am out $262.
August 02, 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. We understand that the customer is requesting a refund in the amount of $262.00 for the package insurance.Our records indicate that the customer, or an authorize user of the AARP- Expedia account, self-booked a flight reservation on December 30, 2019 for one passenger on AARP Travel Center Powered by Expedia website, under itinerary number ***. The booking included a round trip with *** Airlines from Portland, OR– London, England, UK for May 04, 2020 returning on May 13, 2020. We understand Ms. *** is requesting a full refund for the insurance portion. Upon further review, on May 25, 2020, the customer canceled the package online using the self-serve online cancel tool . On April 20, 2020, the customer contacted AARP Travel Center Powered by Expedia via phone and requested a refund for the insurance portion, the customer was advised that the insurance had been canceled and the customer advised that she would contact the insurance company.Although the customer did not utilize the insurance due to the trip being canceled because of the COVID-19 pandemic that occurred in March. The insurance coverage took place from December 30, 2019- March 26, 2020. Upon reviewing the terms and conditions for the Travel Protection Package Protection Plan the information that was provided was correct, the insurance is non-refundable after the 15 day period. This information was emailed to the customer when the itinerary was purchased. We hope you understand we must follow the terms and conditions as dictated by our vendors. Additionally, at the time of booking Ms. *** accepted AARP Travel Center Powered by Expedia Terms of Use, which expressly state: FIFTEEN DAY LOOK: You may cancel this insurance by giving the Company or the agent written notice within the first to occur of the following: (a) 15 days from the Effective Date of your insurance; or (b) your scheduled Departure Date. If you do this, the Company will refund your premium paid provided no insured has filed a claim under this Policy. After this 15 day period, the premium is non-refundable.While we regret Ms. ***’s 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,Karla ***Corporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because:
On March 23, 2020 the US government issued a NO INTERNATIONAL FLIGHT ORDER DUE TO THE PANDEMIC. On March 23, 2020 in accordance with the AARP Expedia website, I cancelled my airline reservations, hotel reservations, and activity booking reservations, and tried to cancel my travel insurance package without making any claim for loss other than my travel insurance amount of approximately $300, which I eventually verified was $264. My *** reservation cancelled and I received a full refund, my hotel reservation cancelled and I received a full refund, my activity booking cancelled w/o any monetary loss. The following quote is what I received regarding my travel insurance from AIG:
"Please note that we are experiencing high claim volumes due to Coronavirus (COVID-19). The timeline for handling your claim might be affected as a result."
On April 20, 2020 I received a response from AIG that I needed to contact Travel Guard Refunds for my refund, which I did. I received the following message:
Please note that we are experiencing high claim volumes due to Coronavirus (COVID-19). The timeline for handling your claim might be affected as a result.
On June 17, 2020 I received a denial from AIG. When I called AIG, they referred me to Expedia. I called Expedia they gave me the same denial that I did not cancel within the 15 day period of reserving and paying for my entire trip and the additional trip insurance fee, which was offered at the very end of booking. My trip was scheduled to begin May 4 from PDX to Heathrow. I filed my complaint with the Revdex.com.
As of March 23, 2020 the trip I planned an paid for was no longer in existence due to governmental orders, airline cancellation of flights. AIG had the fiduciary duty to know I cancelled everything timely with pandemic restrictions being placed on the world. I believe that I am entitled to a refund of the trip insurance policy cost, just as I got from ***, the hotel, and all activity bookings I had made.
Sincerely
August 4, 2020Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***). We regret to
hear Ms. *** did not accept our
response and/or resolution offered.We have reviewed the documentation/new
information Ms. *** provided to further address her concerns. We
regret to advise that the insurance remains non-refundable. As mentioned
previously, the insurance purchased was effective from the date of
purchase through the date the trip was cancelled. Insurance is only refundable
within 15 days after purchase.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Karla *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Please see my response sent on 8/3/20.
Sincerely
who concern:
I booked a vacation package trough expedia.com on February 2020 me.my wife and my two kids (4 total plain tickets an hotels as well )
After trying to cancel my reservation before my traveling dates on march 22, due to the coronavirus situation I just got a refund from the hotel only ,they talked me I do have a credit for using it before January 02 2021, my kids will begin school on august 19,my wife works at broward health care department where she has restriction as a health employee going to traveling destination is considered hotspot (even here in florida ) where the covid 19 cases are increasing , being hotspot as well , after explain this situation to a Expedia costumers service representative she said that only I do have an option using my credit for rebooking ,I am unemployed at this time since march 14 2020 I guess that is not fair what expedia is doing to costumers .
my regards
August 1, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with *** Airways.Our records indicate that on February 6, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for four passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airways from Fort Lauderdale, FL to Washington, DC departing on March 22, 2020 and returning on 2March, 2020. A nonrefundable Room, 2 Queen Beds, non-smoking, at *** Hotel, in Washington, DC, for March 22-March 22020.Upon review, on March 15, 2020, Mr. contacted Expedia to cancel his travel do to the COVID-19. Mr. advised he does not want to cancel the flight until he knows what would be the resolution for the hotel portion.On March 1*, 2020, we contacted the hotel on behalf of Mr.. *** Hotel approved the refund. We processed a full refund for the hotel room back to Mr.’s original form of payment.On the same day, Mr. contacted Expedia to cancel the flight due to the COVID-19. Expedia advised the airline is offering a credit and Mr. agreed to the airline policy.On June 23, 2020, Mr. contacted Expedia and requested a refund for the flight. Expedia advised Mr. he is eligible for an airline credit but not for a refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airways 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. *** Airways has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. Thus, Expedia has provided Mr. a flight credit with *** Airways. The tickets must be rebooked by February 5, 2021. *** is waiving the change fees and fare difference may apply. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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.We understand that Mr. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.While we regret his experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
To : Victor ***
I really appreciate your responds to my complaint , when I called expedia to cancel my reservation because the covid19 situation was ALL PACKAGE (hotel and flights) how expedia said that I did not want to cancel the flight
until the resolution for the hotel portion was done , THAT NOT MAKE SENCE , they gave me the hotel refund not the flight portion , I wondering if they gave me the hotel portion why did not give me the flight as well ,even I called *** and they talked to me if I
would done the reservation through them , *** was making refunds all the reservation because the covid19 situation ,but because I did through a third party (expedia ) *** can not help me to resolve this issue , most business has lost money because of the covid19
pandemic situation ,even me I am unemployed since march 2020 and I have a family , I really need this money for paying my bills , I hope you understand my situation , thank you again .
Sincerely
Expedia sells trip insurance for their non refundable trips. I cannot get a refund for a trip that was COVID cancelled even though I cancelled more than a month in advance and mailed all documentation
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on March 2nd, 2020 via Expedia mobile app for arrival on May 9th, 2020 and departure on May 12th, 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.On May 20th, the customer reached out to our customer care team inquiring about a refund for the cancelled reservation. Unfortunately, at this time, customer care was unable to obtain approval for a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.After further review, we have issued a refund in the amount of $227.41 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.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia TeamTell us why here...
Hello, On 3/20/20 @ 12:39pm I booked a flight for my son, my niece, and another friend from Capetown, South Africa to Newark, NJ. Each flight costed approximately $4,500 as they were almost stranded amid the Covid 19 lockdown. I had to book a first class flight home. This flight came with a 24 hour no-penalty cancellation guarantee. I subsequently cancelled this flight at 7:26 am on 3/21/20. (Please see Exhibits A,B, and C. Exhibit C confirms the cancellation)
On March 28th, I called to follow up and check on the refund status. I spoke with a manager named Ann who confirmed that a refund was being processed and that it would take approximately 8 weeks to post to the CC account. (See Exhibit D). I waited approximately 2 months and decided to call again for a status update. AGAIN, I was informed that a full refund would be issued , but there were longer than normal delays in processing due to Covid 19. However I was told that I could "REST ASSURED" because I would be refunded. (Please see Exhibit E)
Now worried and nervous, I called 1 week later and spoke to another manager named Ricky. I AGAIN was told that the credit card would be fully refunded (See Exhibit F.) Today is June 22, 2020 and to date, I have yet to receive a refund to the card used to purchase the tickets. It's almost 1 month since my last correspondence with Expedia and more than THREE MONTHS since my cancellation and nothing has taken place. Meanwhile, my credit card has been charged, and my CC company will not credit back the charges that posted, even after seeing the proposed refund emails. My credit score has dropped a bit because of the change in Utilization Rate. I've called Expedia at least 15 times to address this matter. Often times I've waited on whole for more than 4 hours. Please see Exhibit G. In fact today, I called Expedia Corporate at 5:45 EST and have been on hold for more than 7 hours. The phone hangs up and then call me back to place me on hold again. Most times you'll have to wait at least 2 hours to reach a live representative. In closing, I've made an assertive and gallant effort to resolve this issue accordingly and even by Expedia's own admission, I'M DUE A REFUND!! A $14k loss would cripple me for years. I lost one of my jobs due to Covid. I have a son in college, and can't afford to lose $14k to a billion dollar corporation when I followed all of the rules accordingly. Any assistance in resolving this matter would be GREATLY APPRECIATED,
Sincerely
August 14, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. According to our records, on March 20, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for three passengers on Expedia’s website, under itinerary ***. A one way fare with *** from Cape Town, South Africa to Newark, NJ, departing on March 21, 2020.Upon review, on March 28, 2020, Mrs. contacted Expedia to get a refund for the flight she tried to cancel on March 21, 2020. An Expedia agent contacted the airline to advocate on Mrs.’ behalf and the refund was approved.We can confirm that on July 2, 2020 a refund in the amount of $13,493.55 was initiated via the airline. The time it takes for the refund to post to Mrs.’ account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchant, ***, it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Victor ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a round trip flight for myself and my partner with Expedia.com leaving April 24.2020, returning April 26, 2020, Iteniery numbers ***. After repeatedly contacting both Expedia and *** airlines up until the day of my flight, I review my email and on 4/23/2020, I received an email stating I either missed my flight or the flight was canceled and information would be provided regarding a refund or a credit. Today after never hearing from either Expedia or *** Airlines since 4/23/2020. Only to be given multiple reason as to when I couldn’t use my credit and why I couldn’t be issued a refund. I spoke with a manager by the name of Daniel, who had me on hold for over 2 hours. I was on hold for a total of 4 hours and was disconnected several times and had to call back. I would like a full refund of my purchase I never cancelled and this situation is beyond my control due to COVID-19.
August 2, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer requesting an airline credit or to receive a refund for the cancelled flight.Our records indicate that on March 9, 2020, Ms. ***, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with ***n Airlines from New York, NY to Charlotte, NC, departing on April 24, 2020 and returning on April 26, 2020.On April 23, 2020, Ms. ***, or an authorized user of the Expedia account, cancelled the flight using the self-cancellation feature on the website.On July 17, 2020, Ms. ***, contacted Expedia to use her airline credit. An Expedia agent changed the flights to depart on October 15, 2020, from New York, NY to San Juan, Puerto Rico, returning on October 18, 2020.We understand that Ms. ***’s issue has been resolved. 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, Victor PCorporate Correspondence Team
I was notified by Expedia that the hotel had cancelled my reservation (and all reservations because of COVID-19) and that I would be issued a voucher. I replied that I had no use for a voucher given that the reservation was event-specific, and that I was entitled to a refund given that the hotel had canceled. After spending hours on the phone and on chat with Expedia (mostly on hold), Expedia emailed me that they were forced to honor the hotel's policy of not issuing any refunds. Upon further investigation I was able to confirm from the hotel that they had issued refunds to all of the event participants who had booked directly with them, and contrary to Expedia's assertion, it was therefore Expedia and not the hotel that was refusing the refund.
August 2, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for the hotel instead of a coupon.Our records indicate that on February 17, 2020, Ms. ***, or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia’s website, under itinerary ***. A roundtrip fare with *** from Columbus, OH to Detroit, MI, departing on June 13, 2020 and returning on June 14, 2020. A nonrefundable Deluxe Room, 2 Queen Beds, non-smoking at ***, in Detroit, MI for June 13-June 14 2020.Upon review, on June 9, 2020, Ms. ***, contacted Expedia after receiving a hotel coupon by email. Ms. *** requested a refund for the hotel instead of a coupon. We contacted but were not able to reach the hotel. The hotel was closed due to the COVID-19.On June 12, 2020, Ms. *** contacted Expedia and asked to get a refund for the hotel due to the COVID-19. We called the hotel but were still not able to reach them. The hotel is currently still closed.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. The cancellation policy is enforced by the hotel, not Expedia.During the booking process of the hotel reservation, Ms. A *** agreed to Expedia’s Terms of Use, which states the following: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.We understand that Ms. *** is dissatisfied with receiving a coupon instead of a refund. We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a coupon may not be what Ms. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.While we regret her experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor PCorporate Correspondence Team
I had booked a flight for May 1st travel (Itinerary #***). Expedia offered to cancel my flight, which I accepted via text. I never got any information about the cancellation, so I called April 18 and spoke to a person who offered me a refund. I was told it would take up to 60 days. On June 18, after 60 days, I still had no refund. After almost 2 hours, I got through to a supervisor who researched the matter. He said the refund was processed by Expedia on April 22, so that I needed to wait until after June 22. I tried calling today, spent over an hour on the phone, got disconnected. I still have no refund. the Refund case# is ***. I just want my money refunded ASAP. The amount I paid was $798.80.
This complaint has been resolved. Thank you for your assistance.
I cancelled my reservation on 6/16, I only cancelled because the website would not let me just change my reservation, I just wanted to add another day. When I cancelled, it said I'd have a refund in 3-5 business days, by 6/23, I still hadn't received my refund so I called customer service. The first rep told me that I had to wait 30 days, even though the website said 3-5. So I requested a supervisor and she said 7-10 days. I had then said "well first the website said 3-5 days, then your rep said 30 days and you're saying" and then she cut me off and said "if you're going to listen he said 30 because originally due to COVID it was 30 days" Mind you, she interrupted me and then decided to give me an attitude. So I asked if she had a supervisor and she said I'd have to call back but my request wasn't for a different supervisor, it was for her supervisor because I wanted to make an official complaint regarding her attitude. She wouldn't transfer me so I then asked for her name so I could name her in my complaint, her response was to hang up on me. I may have been frustrated due to the fact that she interrupted me and was rude, but I was not yelling nor being abusive. There was no reason for her to hang up on me.
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings and resolution to the case: Customer Complaint: The customer is advising that when they called our support team to check the status of the refund, they were advised different timelines and that the agent they spoke to was unprofessional. The customer is requesting his refund and that more training is needed for our support teams. Findings: According to our records, the refund was initiated on June 17, 2020 and that we have processed the refund on June 24, 2020. Due to unprecedented volume of travel disruptions, refunds may take up to 30 days to process at this time. Resolution:We recommend that the customer reaches out to their financial institution regarding any questions they might have as to when the funds will be available. In regards to the customer’s concerns about the professionalism of our support team, we will pass this information to the appropriate department that handles these situations. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Thank you,Amber DCustomer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. However, clearly retraining is needed amongst your staff since the supervisor advised me it would be 7-10 business days. And your website needs updated as it said 3-5 business days.
Sincerely
THIS HAS BEEN THE WORST! I booked a house in Ticaboo and then read reviews! Shame on me! I then called the hotel that runs the house they said it was NOT available. Read on Expedia that the house that I was renting was "subject to availability upon arrival." Then read that others had arrived and had NO where to stay! I decided I wasn't going to risk this and called to cancel, I tried to cancel 9 hours after booking and Expedia, said that I was going to be charged for the first night at $350 by the hotel. Exactly how can someone charge you for something that they can not provide you with is beyond me. Called the hotel and they said they are not charging me. So Expedia is charging me and saying that it's the hotel that will be charging me. This is super crazy that Expedia is doing this! You can not sell something that isn't yours and is not even available, but yet somehow this is exactly what they are doing!!!!
On 2/6/2020, I made a reservation through Expedia for a full size van (12-15 passenger) for 7/23/2020 through 8/5/2020 and paid in advance $945.49. Expedia sent me confirmation showing that the rental was booked through *** for these dates. My credit card was charged on 2/8/2020.
Today (6/22/2020), I decided to double check all my reservations. The Expedia email referenced a *** confirmation number, but the *** website did not recognize it, so I called ***.
They advised that it showed as an incomplete reservation, and that no vehicle type was specified. When I told them that the vehicle type was a full size van, they said that there were no full size vans in that location, nor were they willing to obtain a full size van before the reservation date (over a month in the future). They advised me to call Expedia, which I did.
First, spoke to "Nick" in an offshore call center. He told me that he would have the back-office staff research the issue and e-mail me. I told him that that would not be acceptable as their previous e-mail (the confirmation of the reservation) was not worth anything. I asked to speak to a supervisor. He transferred me to the Phoenix call center, where I spoke to "Lyn" (id #) on Customer Service Tier 2. Explained the whole problem all over again. She tried to tell me that my credit card had not been charged for the reservation, and I had to send her a copy of my February *** credit card statement showing the charge. Lyn asked me if obtaining a refund for the $945.49 and cancelling the reservation would be an acceptable outcome. I advised that this was NOT acceptable solution - that I wanted them to honor the contract that they had made in February. I pointed out that I was bringing the issue to their attention (as opposed to them discovering the problem and bringing it to mine), and that they should be able to resolve the issue before the reservation date. I further advised that while waiting on hold, I had been able to determine that *** does have full size vans available on the dates in question at that location. Any increase in cost should be borne by Expedia because of their service failure. She said that she could request a refund on the initial *** booking, and rebook on ***, but that she could not guarantee that I would be refunded the difference, since now the price was 3x higher. Since I had already been on the phone for 2 hours at that point, I wanted a resolution and I asked to speak to her manager if that was what it was going to take to make things right. I was disconnected twice, and now am on another lengthy hold.
August 3, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his car reservation.Our records indicate that on February 7, 2020, Mr., or an authorized user of the Expedia account, self-booked a car rental on Expedia’s website, under itinerary ***. The reservation was for a full size van with *** at San Antonio, TX for July 3 - August 5.Upon review, on June 22, 2020, Mr. contacted Expedia and advised the car type he has selected is unavailable at ***. An Expedia agent tried to contact the car rental but was not able to reach them.On June 23, 2020, we sent an email to *** to request a refund, and to Mr. advising Expedia has requested a refund.On June 25, 2020, we received a response from *** advising the reservation was cancelled on June 22, 2020. Mr. has received a full refund of $945.49 for the cancelled prepaid booking. The refund was issued to Mr.’s original form of payment on June 24, 2020.We regret that Mr.’s experience was not as we would have hoped and for any subsequent inconvenience caused by *** not being able to honor his original reservation. 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, Victor PCorporate Correspondence Team
On January 24, 2020, my boyfriend and I booked round-trip flights to and from Barcelona, Spain through Expedia.com. While we were on our trip in mid-March, President Trump announced that the US would close its borders as a result of COVID-19. Our return flight (which we had booked through Expedia.com) notified us the following day that our flight was cancelled. We were therefore stranded in Barcelona. In an effort to get home, I had to book another flight, which I thankfully did without using Expedia.com. Due to the emergency situation, it was impossible to reach Expedia by phone as their lines were clogged up, so we decided to wait until we got home to file a claim for a refund. We had purchased the insurance policy with Expedia's insurer, AIG, so we did not think it would be an issue to get our refund, since it was guaranteed when we purchased the insurance policy.
In late March, we sent all necessary documents to prove our cancelled flight and the added costs of replacement flights, transportation, and lodging. After over a month, we received the first correspondence from AIG via email asking for additional documentation. We believed we had already provided the requested documents, but we sent and uploaded them again. Two weeks later, we received the exact same email from AIG asking for those same documents. When we tried to call AIG, they transferred us to Expedia, who then transferred us back to AIG saying that AIG handles all their refund claims. Ultimately, I have been hung up on many times by these representatives after multiple transfers. It has become clear that they are passing the blame back and forth with no intent to issue our refund. I have also repeatedly emailed their claims department, but I only get the same email in response asking for documents I have already provided. I feel I have exhausted all avenues by which to request my refund and Expedia/AIG is intentionally depriving me of such a refund because they do not wish to pay it. I have had no other recourse but to reach out to the Revdex.com in hopes of getting a return of my over $1,000 loss.
August 10, 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 customer complaint from Mrs. (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for half the cost her original flight, her new flight and hotel.
Upon review, on 23 January, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with United, from San Francisco, CA to Barcelona, Spain, departing on March 10, 2020, and returning with *** Air lines, from Barcelona, Spain to San Francisco, CA on March 16, 2020.
On March 12, 2020, *** Air lines initiated an airline schedule change and cancelled Mrs.’s booking.
On March 13, 2020, Mrs. self-booked a new return flight for two passengers under itinerary ***. A one-way fare with *** Airways, from Barcelona, Spain to San Francisco, CA, departing on March 15, 2020.
Due to the abundance of calls received during the Coronavirus outbreak, and the issues Mrs. encountered when trying to reach us, we have started processing a refund in the amount of $548.55 to be credited to the original form of payment used to book the new return flight (itinerary ***). This amount equals the price of one ticket, as the original booking was for one passenger.
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,
Victor ***Corporate Correspondence Team
I'm writing to file a claim against Expedia.com for not issuing a refund for a $1,086 flight to Seoul, South Korea that I was not able to take due to COVID-19.
Here's an account of experience with booking/cancelling through Expedia:
1. An *** flight to Seoul was purchased on 2/11 through Expedia in the amount of 1,086.14.
2. In early March I called Expedia and spoke with an agent about cancelling my flight. He told me that if I cancelled at that point, I would be charged a $200 cancellation fee and I could then dispute that due to the fact that I had purchased trip insurance. He then advised me to wait until closer to my travel date in hopes the airline itself would cancel my flight.
3. When it was clear *** had no intention of cancelling the flight despite the health crisis, I attempted to cancel my flight through Expedia. Was disconnected due to my travel not being within a 72 hour window.
3. Attempted to cancel the flight within the 72 hours before scheduled travel, and the phone lines were jammed. I tried several times for shorter periods, but my longest hold was on March 28th for 6.5 hours, no answer.
4. I received nothing but error messages when attempting to cancel my flight online.
5. Online chat option just went in circles, informing me that I needed to call in to cancel. Obviously, that doesn't work when no one answers the phone.
6. I checked ***'s site to attempt to cancel through them, but their information explicitly states that if the reservation was booked through a travel site (such as Expedia) that I would have to go through them to cancel.
7. Expedia's Revdex.com profile acknowledges that callers were not able to contact them either by phone or online to cancel travel plans.
8. Filed disputes with my credit card company (***/***) but they deemed the charges justified as I did not cancel within the policy guidelines (even though it was completely impossible to do so).
9. Attempted to contact Expedia for help, talked with a kind agent named Monique who attempted to put me on a phone discussion with a manager. Waited for over an hour only to be disconnected because I didn't reply to the 6th "sorry for the wait" message she sent. I was still waiting on hold but she hung up the line when she left the chat.
10. I cannot connect with anyone now over chat, just keep getting this message : "Thanks for getting in touch! All of our chat agents are currently helping other customers, so we can’t chat with you right now. Sorry for any inconvenience."
I would really appreciate if Revdex.com could look into this case of Expedia.com completely evading their responsibility to consumers because of their inability to handle the crisis adequately. I understand it's an unprecedented time, but that doesn't mean we consumers have to pay the price in dollars so that Expedia can keep undeserved income for travel that was never able to happen.
Thank you
August 2, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Ms.’s complaint that she was not able to get through the Expedia phone lines to cancel her flight booking prior to her trip start date.
Our records indicate that on February 11, 2020, Ms. or an authorized user of the account booked a flight ticket to Seoul, South Korea. The booking is for a roundtrip flight departing on March 29, 2020 from Denver, CO to Seoul, South Korea via ***, and returning April 7, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $1,086.14.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
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 airline or other 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.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 5, 2020, Ms. called in to request cancellation due to Covid-19. The customer was then advised by an agent the rules and restrictions on the ticket, as well as the airline cancellation fees. The agent documented to have advised the customer to call again closer to the travel dates as *** does not have a Flexibility Policy in place impacting customer’s travel dates at the time of call.
On March 20, 2020, *** initiated a schedule change. The customer’s flights were cancelled; however, the airline was no longer authorizing refunds for cancelled flights. ***’s flexibility policy states that customers will receive future travel credits for flights cancelled due to an airline schedule change on or after March 19, 2020.
After further review we can confirm that on June 22, 2020, The customer reached out to a chat agent requesting a refund. Chat agent documented that customer was advised of the future travel credit. Per the agent’s case notes, customer requested to speak with a manager; however, no other documented contacts made by the customer was found.
In addition, Ms. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by ***, and any claims can be made directly with them at the contact details provided to Ms. in his confirmation email (***), or by phone at *** or ***).
On August 2, 2020, *** confirmed that because the airline initiated the schedule change after March 19, 2020, per the airline flexibility policy, no refund will be provided. The customer will keep an airline credit for the unused flights. The credit is valid for 24 months from the cancellation date.
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 on this itinerary. We hope Ms. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Ms.’s refund request. 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,
Aida R ***Corporate Correspondence Team
In December of 2019 I booked two separate hotel stays for May of 2020 through Expedia.com. Both of these hotels were located in Italy. The first was from May 3rd to May 7th, 2020 at the Hotel *** in Rome, Italy (Itinerary No. ***) and the second reservation was from May 7th to May 11th, 2020 at the Hotel *** in Florence, Italy (Itinerary No. ***)
Due to the Coronavirus Pandemic, our flight to Italy was cancelled. On March 9th, 2020 the entire country of Italy issued a nationwide travel ban that was not lifted until June 3rd, 2020. Therefore we were not allowed to travel to or through the country of Italy, nor were we allowed to visit the hotels. We paid for a service that was not provided to us.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:Regarding the two reservations in the complaint:I can confirm the first reservation with Hotel *** was created on December 16th 2019 via Expedia Group website for arrival on May 3rd, 2020 and departure on May 7th, 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.April 23rd and April 28th, the customer called into our customer care and acknowledged the receipt of the self service email to cancel and obtain a voucher for future use. Customer requested a refund and was notified that the hotel was non refundable and opted for the voucher in place of no refund.June 21st, the customer called into our customer care and requested a refund for the booking. The customer did not opt for the voucher and cancel the booking. We emailed the hotel and they denied refund for the hotel as the booking was non refundable.I can confirm the second reservation with Hotel *** was created on December 16th 2019 via Expedia Group website for arrival on May 7th, 2020 and departure on May 11th, 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.June 21st, the customer called into our customer care and requested a refund for the booking. We emailed the hotel and they denied the refund but offered a voucher for use until December 31st, 2021.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from Hotel ***. As the hotel has declined to offer a penalty waiver we can't proceed with a refund for this booking. Also, As the booking was not cancelled properly, this booking would no longer be eligible for a voucher. If you would like us to see if the property will still offer a voucher please reach out to our customer care team.We were also unable to obtain approval for a refund from Hotel *** but as stated above the hotel is offering a voucher that is usable until December 31st, 2021. Again please reach out to our customer care team if you would like to accept this voucher.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Group Team
I booked a vacation package for my wife and I on February 17, 2020 at a cost of $4,242.56 through Expedia (aka ***) as was charged on my credit for such amount.
Due to flight changes occurring, I contacted Expedia (aka ***) April 6, 2020 I was advised by a customer service representatives that someone would contact me within 48 hours but never did. I called back on April 8, 2020 at which point they could not find our reservation in their system. I was advised by the customer service representative and supervisor that they escalating the issue for resolution and someone will get back to me via email or phone.
As of June 19, 2020, based on the information the resort website, the resort for our trip is now closed until well beyond our travel dates.
As of June 21, 2020, I have contacted the vendor at least 18 times and keep getting the same response from them but have never been contacted by them as they stated they would.
August 11,
2020Revdex.comAlaska,
Oregon and 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 to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr.’s complaint that he wants a refund for his vacation
package booking as he was advised that the hotel booked was closed. Our records indicate that on February 17, 2020, Mr. or an authorized user of the account booked a
vacation package via ***, departing on July 10, 2020, from Philadelphia, PA travelling to Cancun, Mexico via *** Airlines and returning on July
18, 2020. The vacation package included an 8-night stay at ***
*** Cancun - Adults Only - All Inclusive, checking in on July 10, 2020 and
checking out on July 18, 2020. The total cost of the package was $4,242.56.
At the time
of completing her booking on our website, Mr. agreed
to our Terms of Use, which expressly provide: 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 airline or other
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.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on August 6, 2020, *** Airlines agent confirmed that the airline
took over customers’ tickets and reissued new ones on April 28, 2020, as a
result of an airline initiated schedule change. On June 22, 2020, the customer
reached out to *** Airlines directly for another flight change and new
tickets were reissued. The airline agent validated that the customers used both
tickets on July 10, 2020.
Also on August 6, 2020, a hotel inhouse reservation agent also confirmed
that the original hotel booked is closed. The customers were however given an
option to stay in a sister property, ***
***, also in Mexico.
After further review we can confirm that on August
10, 2020, hotel
inhouse representative advised that customer is not eligible for a refund and
confirmed that the customers used the reservation. Mr. and another traveler checked in at their sister property, ***, on July 10,
2020 at around 2 p.m. and checked out July 18, 2020 at around 11 a.m.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. *** Airlines 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. We hope Mr. understand that we must adhere to the rules and
regulations of the air carrier and the hotel, including their cancellation and
refund policies.Based on the
above, Expedia is unable to honor Mr.’s refund
request as the flight tickets and hotel reservation were fully used, as
confirmed by the travel providers. 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,Aida ***Corporate
Correspondence Team
I made a hotel reservation in Mexico thru Expedia.com . The trip date was from June 27, 2020 thru July 4th, 2020. I received an email from Expedia on June 15, 2020 informing that the hotel will be closing down during the time of my travel and as result, I will be receiving a full refund from Expedia.
When I contacted Expedia about this email, they informed me that I will be receiving a voucher instead. This voucher will be valid for for one year. This was contrary to the email they sent me.
Trip information:
The Itinerary # for this reservation is ***. The Amount of refund is $2761.13. Name of hotel is *** All Inclusive.
See email below from Expedia:
From: Expedia United States
Date: June 15, 2020 at 8:46:08 PM EDT
To: ***
Subject: Important information about your upcoming trip
Reply-To: ***
Packages
Hotels
Cars
Flights
Cruises
Things to Do
Deals
Rewards
Dear Valued Customer,
Due to the current situation with novel coronavirus (COVID-19), as a precautionary measure *** All Inclusive is closing from 6/1/2020 to 7/2/2020. As your package booking falls within these dates, we will be cancelling the hotel portion of your booking and processing a refund to the original form of payment. Due to the unprecedented volumes of travel disruptions refunds may take up to 30 days to process.
We have not cancelled the flight portion or any other components of your package booking. If you would like to cancel these, you can visit our Customer Service Portal for a step-by-step guide: https://www.expedia.com/
We apologize for any inconvenience this may have caused you and thank you for trusting Expedia with your travel needs.
Yours Sincerely,
The Expedia Team
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(EMID: ) (MD: ***)
August 3,
2020Revdex.comAlaska,
Oregon and 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 to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from Jason *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that Expedia
must honor the email he received and refund me the full amount of $2761.13. Our records indicate that on February 6, 2020, Mr. or an authorized user of the account booked a
package online via Expedia.com departing on June 27, 2020 from Detroit, MI
travelling to Cancun,
Quintana Roo, Mexico and returning on July 4, 2020. The booking
included a non-refundable 7-night stay at *** All Inclusive for the same dates, plus a round trip hotel
shuttle. Total cost of the package is $5,331.27At the time
of completing her booking on our website, Mr. agreed
to our Terms of Use, which expressly provide: 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 airline or other
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.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 12, 2020, customer called in to request cancellation for the
non-refundable hotel reservation due to Covid-19. Expedia agent reached out to the vendor to request a
penalty waiver. The request was however denied.
After further review we can confirm that on May
14, 2020, Expedia agent advised customer that the property is not offering any refund
but is allowing customer to make changes on the non-refundable hotel
reservation. The agent also documented
that the customer requested for at least a voucher that can be used towards a
future hotel reservation. The case was assigned to a dedicated team to determine customer’s coupon
eligibility.
In addition, on June 15, 2020, Mr. called in to
request cancellation for the whole trip as their flights were cancelled. Assisting Expedia agent documented that
the flight tickets were refunded due to an airline initiated schedule change.
On the same day, two cancellation confirmation emails were sent to the customer.
The emails state, “Your reservation was cancelled by the property because the
property will now be closed during your stay. We will provide you with a coupon
for the full amount of the original purchase price that can be used for a new
reservation at the same property when it opens. You will receive an email when
your coupon is ready”. The same day, a $2,761.00 voucher was applied on the
customer’s account.Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. We
are still bound by the property's terms and conditions so we cannot process a
refund for any booking where the terms and conditions indicated no refunds
would be permitted.. We hope Mr. understand
that we must adhere to the rules and regulations of the hotel, including their
cancellation and refund policies.On June 22,
2020, customer’s flight
tickets were refunded. *** Airlines has approved the refund due to the
airline initiated schedule change. On August 3, 2020, a refund request email was again
sent to the hotel. The property then replied advising that there are no
penalties for the cancellation of the non-refundable hotel reservations. Based on the
above, Expedia was able to get an approval for the refund of Mr. non-refundable hotel reservations. A verbal
confirmation was also received from the customer that the voucher on his
Expedia account will be deactivated once the refund $2,761.13 has been
processed. 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,Aida R ***Corporate
Correspondence Team
Airlines cancelled our flight back in early March because of COVID - we worked with Expedia back then to get a refund as we are entitled to one. they promised we would get one (have email evidence) and then months later we were told we would only get a travel voucher from Expedia. Eventually *** emailed me letting me know they approved the refund so that Expedia could refund us. Now, Expedia won't return the money and they are saying we will be getting the $ from *** not from them. Also, that it would take 8 weeks! even though our original trip was in early March. Why are they avoiding giving us our money back for a service they didn't provide. I shouldn't have to jump through hoops to get my money back when I am entitled to it.
Itinerary #:
August 11, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her flight reservation. We understand that Mrs. is seeking a refund for a reservation that was cancelled due to the COVID-19 pandemic. According to our records, on February 27, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s mobile site, under itinerary ***. A roundtrip fare with *** Airlines from Chicago, IL, to Dusseldorf Germany, departing on March 17, 2020 and returning on March 22, 2020.Upon review, on March 14, 2020, the airline cancelled the flight.On March 15, Mrs. contacted Expedia to request a refund. An Expedia agent tried to contact *** Airlines but was not able to reach the airline. We advised Mrs. that a member of our offline team will contact her.On March 24, 2020, Mrs. contacted Expedia to get a refund for the flight. An Expedia agent requested the refund to the airline on behalf of Mrs..Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines 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.On June 22, 2020, the customer contacted Expedia regarding the refund. The same day, Expedia initiated a refund request through *** Airlines. Due to the abundance of requests being processed, the refunds may be delayed. The time it takes for the refund to post to Mrs.’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 merchant, *** 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. Sincerely, Victor PapillonCorporate 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