I book a room on 6-19-2020 then with in 5 minute I cancelled and they said I had to 122.00 for cancel
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 19, 2020, via Expedia's website for arrival on June 19, 2020, and departure on June 22, 2020. At the time of booking, the customer selected a hotel to collect reservation and agreed to the following cancellation policy:Cancellations or changes made after 11:59 PM local hotel time, Thursday, June 18, 2020, are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On June 19, 2020, the customer reached out to customer care requesting to change their reservation to one night only. At this time, customer care was able to obtain approval from the hotel who advised that they would only bill for the one night. Conclusion/Resolution:We want to offer our apologies for any inconvenience this may have caused the customer.As the customer's reservation is hotel collect, the hotel is the billing merchant for the reservation. If the customer has additional questions about the billing, we recommend they reach out to the hotel directly for more information. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia.com Team
Customer Response
• Jul 31, 2020
Complaint: ***
-
I am rejecting this response because:
I do not know what they said is a lie and I am not going pay for some thing I canceled with in 3 minutes so they did not lose any money.
Sincerely
Expedia.com Response
• Aug 20, 2020
Dear Revdex.com, It has been my pleasure to review Ms. response to our resolution. Please see our reply below. Ms. has requested a receipt from the hotel and from Expedia advising she does not owe anything. I can confirm that this reservation was canceled by Ms. online the same day the reservation was booked. According to our documentation, Ms. spoke to a customer care agent after she canceled to confirm the cancelation. The agent called the hotel, who confirmed they will not charge Ms..Our records indicate the hotel initiated a refund for the full amount of 343.63 USD. This information is reflected on Ms. online itinerary, which also serves as her receipt. Please note, as we are not the merchant who charged Ms. credit card, we are unable to provide a receipt on behalf of *** Fort Wayne, Fort Wayne, however, Ms. credit card will reflect the completed refund. At this time we have confirmed that the cancelation and refund for this booking are reflected in Ms. online itinerary. We have also confirmed the refund is being processed by the merchant, *** Fort Wayne, Fort Wayne. While there is nothing further for Expedia to do regarding this matter, we do recommend Ms. reach out to the property directly, using the contact information located in her itinerary, if she has any questions regarding the status of her refund. For security purposes, we do not have access to the transaction records of third party merchants. Thank you for bringing this matter to our attention so that we could clarify our previous response and assure Ms. her canceled booking is being fully refunded by the property. Kind regards,Allison D.The Expedia Team
Customer Response
• Aug 20, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a Las Vegas vacation package through Expedia. The travel dates were March 19th - 22nd, when the city was shutdown due to COVID-19, my hotel included. After finally getting through to customer service (there were several weeks that I couldn't reach anyone), I managed to get airline credits for the flights which I'm not thrilled about but it's better than nothing, I still have not received a refund for the hotel and it's been nearly 4 months. I've had multiple conversations with customer service from both Expedia and the credit card company with no resolution. Both sides have placed the blame on the other company and have provided no help beyond telling me to contact the other's customer support to dispute the charge. It's absolutely infuriating how much time and energy I've spent trying to get a refund for a hotel that was CLOSED!
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 package reservation. We understand the customer is requesting a refund for his hotel.Our records indicate that on February 2, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s Website, under itinerary ***. A combined one way fare with *** Airlines from Portland, OR, to Las Vegas, NV departing on March 19, 2020. A combined one way fare with *** Airlines from Las Vegas, NV to Portland OR, departing on March 22, 2020. A nonrefundable room, Fountain View King Room, non-smoking at ***, Las Vegas, NV, for March 19-March 22 2020.Upon review, on April 27, 2020, Mr. contacted Expedia to cancel the hotel and get refunded. Expedia contacted the hotel for an approval to refund the nonrefundable room. An Expedia agent initiated the refund in our system and waived the cancellation fees as a courtesy, for $1432.13. On May 12, 2020, the refund did not process through since we show that Mr. filed a dispute directly through his financial institution and the funds were put back into his account.We regret Mr. experience was not as we had hoped. Based on the information above, Expedia is unable to process his refund request. We recommend Mr. contact his financial institution for any further questions or concerns regarding 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 05, 2020
Complaint: ***
I am rejecting this response because:
To be clear, I filed a dispute with my financial institution on April 1st because I was unable to reach Expedia customer support - I made several attempts and only got disconnected or busy signals. My financial institution initially reversed the charge but then had to recharge me due to a response from Expedia stating that I had not gone through the proper cancellation process - A PROCESS THAT WAS NOT EVEN POSSIBLE AT THE TIME FOR A HOTEL THAT WAS CLOSED DURING MY TRAVEL DATES. It was at this point, on April 17th, that I again attempted to make contact with Expedia and get refunded for the hotel.
I assure you, as of today, the charge is still on my account.
Sincerely
Expedia.com Response
• Aug 10, 2020
August 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear he did not accept our response.We have reviewed the information Mr. provided to further address his concerns. We reached out to *** to advocate on behalf of Mr.. *** approved the refund. We have processed the refund for the hotel reservation in the amount of $1,432.13 on August 10, 2020. 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 16, 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.
Booked a trip in May 2019 with Expedia for a roundtrip *** flight to Alabama. Had the flu and needed to cancel the trip. Was told that I had a year to reschedule - when I called back in May (during the lock down), there were no flights to book something even if I wanted to. Was told they would extend the credit one month and to call back in June. Called today and after being on the phone for 5-6 throughout the day (long hold times, disconnects, transfers) was told by a supervisor they would refund the $1000 - I didnt even ask for a refund as I was willing to book a flight for a scheduled trip in late Aug. Supervisor told me they would refund the full $1100, but had to connect with someone from Corporate since this was over the $1000 limit. After being on hold for another 2 hours, corporate rep CHASE C advised me that they had to retract the misinformation and they would not be refunding our $1100.
Horrific customer experience and will no doubt seek legal action for retribution on this issue.
To discount our countries situation with a pandemic, lock-down and to essentially steal this money from us unacceptable.
We had plans to travel through Italy in late June, unfortunately, due to Covid-19 our airlines canceled our flight to and from Italy. We had a hotel reservation booked through Expedia that we are unable to use. I have reached out to Expedia 2x asking for a refund of $450.00. They said that the hotel (in Florence) will only takes calls on Sundays to request a possible refund. Therefore, I wouldn't receive an email until Sunday/Monday. Within minutes of my weekday calls, they sent an email saying that I could receive a voucher for the hotel. I'm not even sure they spoke with the hotel. I do not want a voucher, because I'm not certain whether I'll be traveling to Italy within a year. I used several travel sites for this trip, other than Expedia, they have all been extremely cooperative and gave refunds with no hassle due to Covid-19.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 22, 2020 via the Expedia website for arrival on June 29, 20202 and departure on July 2, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the First of Florence Residence, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what the customer 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.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I wish I could give less that one star. No customer service and no support. Wont take resposibility for their transactions. My flight at 7 AM was cancelled at 12 AM... & hours befre the flight. I called expedia to get full refun for my round trip, but all they could give me as a CREDIT with the airline. I dont need the credit especially when during COVID no plans can be made. Credit is not unlimited, only for a few months. They argue that this is the airline police. But I paid EXPEDIA for the services that were not provided for me, Therefore, the full REFUND including EXPEDIA fees should be expected. The person who talked to me on the phone was very unhelpful and unwilling to do anything, repeating same phrase: Sorry mam, I cannot do anything. How come, you cannot do anything, if you are selling services that are not provided? At the moment, I have no solution for my lost money. This company is a scam. How they even get A+ rating on Revdex.com?
Customer Response
• Jun 29, 2020
I have an update. I had a two hours conversation with the company on 6/27. During this conversation few things came out: first is they are not going to issue a refund because I cancelled fligth volunterly (mind you - my flight to Boise was cancelled, so of course I dd not need my tikets from Boise - and I bout it as one itirinary), The most they agreed to - is to give me the refund with ***. But!!!!!!!! It is not with *** per se, I still need to order with Expedia but only for ***. and its only valid till May 21. Anyone can see people flying by then? So, its basically lost money : to limied od a credit conditions. And in any case: I dont need the credit!!!!!!!! They took my money, romised me services, even charged service fees for non existent services and they wont pay my money back. After literally 2 hours of this converstaion going back and forth I was oferred to hold on the line for the manage - 3 hours!!!!!!!!!!!! Manager wont call me back, its against their policy But I apparantely could stay on the line for 3 hours on hld until he would be able to talk to me. So, still no solution. Lost money. And franky, I have no idea whats next. It is very low and disrepectful for the clients; take money, rovide nothing and argue that they did not do anything wrong. For whoever reading this - please!!!!!!!! Never buy anything from expedia.
Due to Covid, I had to cancel my travel plans and was awarded a full refund by Expedia in April. After more than 10 calls and a 3hr phone call today, Expedia still has not issued my refund back to my card. They are holding our money hostage. Below is confirmation of the authorized refund by Expedia.
We're writing to let you know that we've processed your refund.
Refund amount: USD 600.33
How you'll get your refund:
We'll apply your refund to
Visa ending in *** When you'll get your refund:
We processed your refund on April 4, 2020.
Due to Covid-19 and the high volume of travel disruptions, refunds may take longer than normal. Thank you for your patience.
If we charged you, your refund could take up to 30 days to process. (You'll see our brand name listed on your credit card statement.)
If the hotel, airline, or car agency processed the charge, they'll determine the refund timeline. If you have questions, we'd recommend contacting them directly.
We look forward to helping you with future travel plans.
Sincerely,
Expedia
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:
Dear Revdex.com,
I can confirm that this reservation was created on January 26, 2020 via the Expedia website for arrival on March 12, 2020 and departure on March 15, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made before 12:00 PM local hotel time, Tuesday, February 11, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The booking was cancelled on March 12, 2020 through the website. Customer care was contacted April 04, 2020 in regards to obtaining a full refund of the reservation and we are happy to say the *** did allow for the full refund of the reservation. However, the customer filed a dispute through their bank and for this reason the refund was cancelled.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer. We have confirmed through our payments team that the customer didn't receive a refund through the dispute process. As such, we have issued a refund in the amount of $600.33 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.
I have been using Expedia for my domestic and internationally travels for many years and have accumulated 163,075 points valued at $1164.36. Recently I tried to use my points to book a trip I had planned I was notified by an Expedia agent that my account was suspended without an actual reason.
The credit card I had stored on my account was compromised twice within a few months and was not updated on my profile but I did use a valid credit card whenever I reached the hotel I booked through Expedia.
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like his account to be available to book. We understand Mr. would
like a to use available Expedia points to make a reservation.
After further review on August
4, 2020, Expedia contacted our Specialized Team via emailed and they advised they
will not be unlocking the Expedia account and will be contacting the customer
directly.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because: Attached is my present account information showing my points and points value. If this is not resolved asap,I will have no other options but to take legal actions
I PURCHASE AIRPLANE TICKETS THROUGH EXPEDIA. I ALSO PURCHASED THE TRIP INSURANCE. OUR FLIGHTS WERE CANCELLED DUE TO THE VIRUS. I IMMEDIATELY CALLED EXPEDIA. THE CUSTOMER SERVICE REP SAID I WOULD BE RECEIVING A REFUND. LATER THAT EVENING I RECEIVED AN EMAIL SAYING I WOULD NOT BE RECEIVING A REFUND. I WOULD BE RECEIVING A CREDIT/ I MADE SEVERAL ATTEMPTS TO REACH EXPEDIA AND HAVE BEEN DISCONNECTED SEVERAL TIMES. I HAVE FILED A CLAIM THROUGH THE INSURANCE COMPANY AND MY CREDIT CARD COMPANY. THE AIRLINE CANCELLED THE FLIGHTS I DID NOT. THAT INTITLES ME TO A REFUND
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a refund
instead of the future travel credits.
Our records indicate on January 21, 2020, Ms. or an authorized user of the
Expedia account, self-booked six combined one way flights on *** departing June 17, 2020 from Baltimore, MD to Calgary,
AB, Canada returning on *** June 21, 2020, from Calgary, AB, Canada to
Baltimore, MD, along with the Flight Protection Plan via ***.
We can confirm on May 27, 2020, Expedia
emailed the customer and advised *** cancelled the flights due to the
Corona Virus.
On May
28, 2020, Expedia emailed the customer and advised in lieu of a refund that
*** is offering credit voucher in the amount of $1,449.00 to be used for
future travel per the terms and conditions of their latest cancellation policy.
From June
12, 2020 through July 21, 2020, the customer called and spoke with
our online CHAT asking why she could not
have the money back for the *** flight if she received information that
she will be refunded. The various
representative advised per *** policy the fight was eligible for a
future flight credit. There was no
question on the *** flight as the customer was originally advised the
flight was non-refundable and the future travel credit was applicable.
After
further review on August 4, 2020, Expedia reviewed the details of the
reservation. The customer was advised
the *** tickets were refundable ($1449.00). The refund will appear in
two increments $951.The following day an email was sent to the customer advising
the tickets were not refundable and a future travel was applicable. Expedia has
issued a refund for $1449.00 to the original card charged. The refund will appear within the next 30
days. The customer was advised the
*** flight was non-refundable and a future travel credit was applicable to
the cancellation. The customer will need
to contact our Customer Service Department at 877-227-7481 and exchange the *** tickets.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** and *** were the operating carriers and merchants of record (the
entity that received the funds and the company that charged the credit card) on
this itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I bought through Expedia 3 tickets business class from London to Warsaw from April 4-April 18.Because of Covid issues Poland closed the borders and the flight was cancelled .When the country announced the lockdown I cancelled the trip and obviously asked for a refund.I was told to contact *** Airways which I did and they told me since I bought the flight from Expedia they sgould refund it and they agree obviously with the refund.And then the nightmare begins .Expedia refused for months to do that,I have called numerous times,they said they cannot contact ***,etc .Finally these days after 30 emails or so and endless calls they told me they contacted *** Airways and I will get a voucher only .Itinerary number is *** and case number is *** .Basically they refuse this refund ,blame the airline,etc
Expedia.com Response
• Aug 04, 2020
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand Mr. would like a refund instead of the future travel credits.
Our records indicate on February 19, 2020, Mr. or an authorized user of the
Expedia account, self-booked three multiple destination flights on *** Airways departing April 4, 2020 from London, England to Warsaw,
Poland returning on April 18, 2020, from Krakow, Poland to London, England via ***.
We
can confirm on March 20, 2020, the customer cancelled the flight
reservation via electronic web form cancellation.
On April
13, 2020, the customer called
to cancel. Our representative contacted
*** Airways for a refund and they were closed.
From March 12, 2020 through June 16, 2020, there were numerous email communication where the customer requested to
cancel the reservation. Expedia advised
the reservation was cancelled and *** Airways COVID19 policy allowed
a future travel credit of $668.70 per ticket. The customer disagreed with the advisement of
*** Airway’s policy. Expedia advised
the customer of the future travel credits being applicable to the cancellation, The customer stated that he wanted a refund
as he did not cancel. *** Airways
advised the future travel credit was applicable to the cancellation since they
had not suspended their flight service.
On June 19, 2020, the customer called
for a refund, says he spoke with the airline and they promised him a refund. Our representative called *** Airways and
they advised there was no travel suspension and the ticket were eligible for future
travel credits. The call disconnected
and our representative could not reach the customer.
On
July 19, 2020, the
customer called and asked if his credit was used. Our representative advised yes and guided him
through ***
Airways website.
After
further review on August 4, 2020, Expedia confirmed the details of the flight
reservation penalty. The customer
cancelled the flight and *** Airways had not suspended their flight service
so the cancelled flights qualified for future travel credits.
We
understand that you are 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.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and airlines,
and is subject to the rules and restrictions of those providers. ***
Airways 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. In addition, at the time of completing her booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because:
The answer of Expedia repreentative is full of let's call them innacuracies and not lies ...For example that the flight was still on when I cancelled .How was still on if the country (Poland ) was closed completely form travel?
And many many others .But let it be .Just like other millions of people I will bever see these back .I wil luse this credit and of course never use Expedia again ,simply a disgrace
On November 19, 2019 I purchased two tickets for *** airlines through Expedia web site. plus insurance. .These tickets were for a flight to Barcelona Spain on 4/18/2020 and 4/26/2020. this flight was canceled. due to the Cova 19. . *** gave me three choses refund, voucher or reschedule. I wanted a refund. Expedia refuses to issue that refund, Expedia is blaming ***, and *** is blaming Expedia. and my credit card company is stuck in the middle and will not issue me credit until Expedia releases the refund.
Expedia.com Response
• Aug 02, 2020
August 2,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** Airlines for roundtrip travel from
New York, NY, USA to Barcelona, Spain departing April 18. 2020 and returning
April 26, 2020.On March
11, 2020 there was a schedule change. The airline allowed a refund. Our records
show that it was processed and the tickets are now purged, which is normal
after they are used or refunded.The
merchant of record, who charged the credit card on November 10, 2019 was *** Airlines. The total amount of the
charge that was refunded was $988.10. It may have been refunded in two amounts
of $494.05. If the customer has not received the refund yet they should contact
their credit card company. This letter may be provided as proof.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because: Barclay's the credit card COMPANY REFUSES TO ISSUE THE REFUND FROM *** AIRLINES TO MY CREDIT CARD ENDING IN ***. *** DOES NOT CARE IF THEY BREAK THE LAW OR NOT.. *** COMMITTED CRIMES OF VIOLATION OF TRUST, DECEIT, MISREPRESENTATION OF THE PRODUCT OR SERVICE, AND FRAUD.*** HAS BEEN IN TROUBLE WITH THE LAW BEFORE. THAT YOU VERY MUCH.
Sincerely
My flight companion and I purchased flights several months ago that got cancelled due to the pandemic. Expedia issued us flight credits to use instead of a refund. We ended up booking a flight to visit family in Dallas Texas using the credits we had been issued. Our first problem with Expedia was that in order to book this trip using our credits the phone call took 2.5 hours. They also gave us an additional headache by insisting that we had to purchase two separate one way tickets. We received confirmation emails and confirmed ticketing emails. On the second day of our newly booked vacation we received communication from Expedia saying that our return flight reservation was cancelled. Upon further investigation with the airline, Expedia never completed our booking and issued tickets despite what our confirmation and ticketing emails showed. Combined my flight companion and I have spent 21 hours placed on hold, waiting for callbacks that never came and arguing with not only agents and supervisors but also corporate managers. We received numerous apologies but never got a solution. Due to Expedia’s disgraceful “customer service”, we were forced to book our flight without Expedia’s help. Our new flights cost $302 and we still have $174 left in Expedia airline credits that we will probably never use. Expedia not only owes us an apology but we deserve compensation for the 21 hours of our time spent dealing with them but for our new flights and the credit amount we have remaining. We will never use Expedia again.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with American
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with ***
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I purchased a package for a trip to Dubai with Expedia on March 10th. This was before the Corona Virus outbreak. This package included a hotel reservation and plane tickets for three people, one adult, two minors, and I purchased an additional warranty to guarantee I would get my money back if I chose to cancel. I initially didn't purchase the warranty. They called me a couple of days after my purchase and told me it would be a good choice to guarantee the safety of my money. I then purchased the warranty for almost $200 more dollars. I ended up canceling this trip in April due to Corona and borders being closed thinking this warranty would make my refund easy. I was able to get my money back from the hotel, but couldn't get it back for my flights, instead, they gave me airline credit. I called all the time but wasn't able to reach them until a couple of days ago. I expressed I had no desire to get airline credit, I want my money. I used my credit card to purchase these tickets and have been being charged interest since March. I haven't been being paid consistently, I have bills to pay, children to feed, and rent I have to worry about. I have no desire to travel anytime soon with this pandemic nor do I have the means to. I tried to express this to them and they refused. They said it was the airline's policy, specifically *** Airlines. They were non-refundable flights and I couldn't get my money back. I asked to speak with their manager and was just passed to another employee, this happened several times. I ended up calling the airline and they actually tried to return my money with no hesitation or problem. They fully understood with Corona there was nothing I could do, however when the employee tried to refund my money she kept getting denied access. She then asked me who I purchased my ticket with and when I said Expedia she said only they had control over it. I then called Expedia back, and they tried to put me through the same process as before. I was already frustrated as I had just spent almost 4 hours in this whole process. I told them that if they weren't going to give me my money back I didn't care about their stupid policy. They tried to blame it on the airline, but I cut them off and explained what happened on the call with the *** employee. I then told them how much they had made me suffer and that I would make sure people knew about their scams. These are conditions no one had control over, I shouldn't have my $2,436.78 being held captive over something I could not control.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including 12 nights with the ***
Dubai, and roundtrip flights via itinerary ***. The
customer canceled the hotel on March 16, 2020 and received a full refund. The
customer called and canceled the flight on April 18, 2020. The airline was still
operating the flights. As the flights were nonrefundable a refund is not
possible.The
flight fare rules note that changes can be made with a change fee of $300.00
and any fare difference. The new tickets must be booked for *** Airlines
flights, with the same country of departure, for the same passengers, and
booked within one year of the original purchase date. The change fees would be
covered by the coverage on itinerary ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 01, 2020
Complaint: ***
I am rejecting this response because: When I bought the ticket I paid the protection the value of $175 in case something happen, I canceled the hotel and flight the same day but they refund the hotel, but they did canceled the flight. I have tried to contact them so many times it was impossible. they would only talk to people who were traveling right the way. More than a month I was contacting them by phone as well online, it was impossible to talk to someone.They never said that the ticket wasn't refundable they advice me to buy a protection plan in case something happen. A month and half later when I got in touch with them they talk to contact the *** Airline.I contact them and were canceled the ticket but it wasn't successful because expedia is the only one to do it, also when I got to talk them expedia them told me I have 24 month to used the ticket, I told them that I used my credit card to buy the ticket , I need to pay them back quickly before the interest. My income has decreased because I am the only one who's working my husband lost his job and I have to feed three children pay the rent and other expenses. I also told them that by the time of my vacation I won't be able to do so because of the pandemic and the borders are closed. The date of my travel was July 21 to August 3. Still now the borders are closed.
Sincerely
Expedia.com Response
• Aug 05, 2020
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***.The
customer purchased the package on March 1, 2020. The cancelation was requested
on March 15, 2020. At that time the coverage was nonrefundable. Refunds are not
provided for coverage if claims are not required.While we
understand that the customer prefers a refund for the flights, we are unable to
provide a refund based on preference. The *** Airlines tickets can be
reused. The airline is waiving change fees to a point. Any change fees that are
not waived would be reimbursable by the coverage. The airline is extending
validity for many tickets, and periodically adds validity time to tickets that
have already been extended or adds new travel dates to the extension policy.The
customer may also contact *** Airlines and request to transfer the tickets
to a credit certificate. Some airlines are allowing this or working on ways to
offer this as a possibility. If the airline is able to allow this as an option
it may provide greater validity and flexibility. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because: I contacted the airline myself and they tried to refund me my money and said that they only couldn't do so because I made the purchase through Expedia. They then instructed me to contact Expedia for my refund. I do not want the points or any certificate I want my money. My husband is unemployed and we have 3 children, we struggle to pay our rent and keep food on the table and on top of my existing bills I have to pay the credit card company for the loan I took out for the plane tickets plus interest. Getting my money back will cut one major expense from my life. Also, being a teacher it is currently summer and I'm not exactly getting paid the same way I would be during the school year or any other normal summer which makes it all 10x harder; especially with no second income. It is also impossible to find part time jobs in my area, all the businesses are being hit hard and aren't hiring. I just want to find as much peace of mind as possible during these times and that's quite hard to do with my money being held hostage. If circumstances were different I would have no problem accepting the credit, but I have no desire to travel; I just want to pay my bills and feed my family.
I booked 2 hotel rooms though Expedia. I paid in full for both rooms. One room as you can see in my attachments was for March 20-23rd at the cost of $433.73. The second room was for March 20th-22nd 2020 in the amount of $270.98 (see attachments for verification. Amount totaling in $704.71 charged to my credit card. It is public knowledge that the *** closed on March 18th at midnight due to COVID and has reminded closed sense. They have zero plans to open back up. You can read this info on their website, google it, and they sent out an email stating they were close. This is easily accessed info. I have spend 50 plus hours on the phone with expedia talking to everyone up to the highest person in corporate office supposedly. Each person refuses to give me a refund of my money unless they can verify with the company that I did not stay there. Like I said it is public info of their closure date and it was impossible for me to stay there as my stay was not to start until March 20th and the hotel closed in full on March 18th 2020. They refuse to give me back my money until the hotel opens back up and the hotel has zero plans on opening and if it does it wont happen until after September. I have been calling and trying to get my money back sense March 19th the day I found out they were closed and I could not stay there. I need help! they have taken my $704.71 and I have received no service as the hotel was close. It’s a billion dollar company that is stealing from its customer.
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 these reservations were created on December 09 and 29, 2019 via mobile app for arrival on March 20, 2020 and departure on March 22 and 23, 2020. At the time of booking, the customer agreed to the following cancellation policies:A non refundable 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.A partially refundable policy: Cancellations or changes made before 11:59 PM local hotel time, Friday, February 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on June 18, 2020 to obtain a full refund for the reservations. Even though the reservations were not refundable customer care did contact the property to request a refund for both bookings. Unfortunately, they were unable to obtain permission to issue any credits. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific cancellation policies.Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $419.73 USD and $325.18 USD The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The XXX Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
On November 2, 2019 I booked a bundle package; flight, hotel, and car rental, for two travelers to Ireland in May of 2020 for a total cost of $2,474.82. On April 11, 2020, I received an email from Expedia advising me that the airline(***) had cancelled my flight due to Covid-19. On April 23, 2020, I received an email stating I could cancel the rest of my package for refund/credit, I was not offered the option of rescheduling which is what I would have preferred. I cancelled the hotel and car rental bookings on April 24, 2020. I have been given a refund of $416.98 towards the car rental and there is a credit coupon on my Expedia account for $531 for the hotel I would have been staying at but the coupon cannot be used in a bundle which means I would have to pay more to book the same hotel. I called Expedia on May 14th to see if I could get a refund instead of credit for hotel and airline since I cannot use the credits in a bundle package and was told "no, there was nothing they can, I could only get a credit." I purchased the package protection insurance, so I filed a claim with them right after my phone call. I received an email last night and it states, " It has been verified with your travel supplier that you have either received a monetary disbursement for the full value of your travel arrangements or a credit was offered. With this verification, we find that there are no Forfeited, Unused Trip Costs to reimburse. Therefore, there is no compensable coverage under the claim." Out of the $2,474.82 I spent I have received $947.98 in refund/credit leaving $1,526.84 still owed to me.
Expedia.com Response
• Aug 02, 2020
August 2, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 3, 2019, Mrs. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Indianapolis, IN USA to Dublin, Ireland departing on May 9, 2020 and returning on May 16, 2020. The package included package and collision protection, a car rental with a hotel stay at ***, for a check in on May 10, 2020 and a check out on May 16, 2020, $2,474.82. We understand Mrs. is requesting that Expedia compensate him to help alleviate the cost in rebooking his package and the protection plan denial. On April 25, 2020, Mrs. or an authorized user accessed Expedia’s website and used our self-service tool to cancel the package. A hotel voucher for $531, was issued for the *** reservation. In addition, a refund $77.00 and $339.98, for both the Collision plan and car rental, was processed back to the customers original form of payment. It may take up to 30 days for Mrs. to receive the refund, depending upon her financial institution. On May 14, 2020, Mrs. contacted Expedia to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $1,334.72, was issued. However, *** Airlines is not permitting a refund but a penalty fee waiver to rebook until, December 31, 2021. This is based upon their non-refundable restrictions.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over *** Airlines ticket terms. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In regards to the hotel a voucher it was created for a total of $531. Therefore, Expedia advised Mrs. that in canceling her hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($531) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we can assist with changes or cancellations of the booking following the vendors’ terms and conditions, we cannot discuss any claim regarding Travel Guard/Aon Affinity services offered via the Expedia website which is not operated by Expedia.On August 2, 2020, Expedia contacted *** to determine if Mrs., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. However, the approval or denial is up to *** since we act only as an agent for their product and we do not have the authority to override their booking policy.When Expedia receives the response from the hotel manager we will contact Mrs. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the Mrs.’s refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia allowed a reservation to be made at *** Resort by *** Resorts when the state of California had issued all hotels to be closed on that date. They then proceeded to cancel our reservation a couple days before our wedding. Leaving my wife and I in a panic. Now they refuse to issue a refund back to our card, and will only give a coupon. This is not right. Now they are making me wait over an hour to talk to a supervisor.
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:I can confirm that this reservation was created on May 29, 2020 via Expedia's mobile app for arrival on June 6, 2020 and departure on June 7, 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.The hotel had agreed to give the customers a voucher to use at a later date in the next 12 months which our system processed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Due to the property being closed on the stay dates we have issued a refund in the amount of $141.82 USD. The refund will process on our side within 24 hours and return to the original form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.As a full refund has been issued, the future travel voucher that was previously provided was deactivated. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
My husband and I purchased an October honeymoon trip in April of 2019. We had to cancel the trip when we found out in July that we were expecting our first baby. Doctors advised us not to travel to the Caribbean due to potential for birth defects caused by ***. We were grateful that we had purchased Trip Insurance when we booked with Expedia. I cancelled the trip by phone on July 10, 2019. We received a full refund from the resort and were told we had to accept credits for *** and *** Airlines for our flights. We accepted the credits and planned to reschedule our honeymoon for after the baby was born. Fast-forward 11 months: we are ready to book our Honeymoon for December 2020. I called Expedia last week to re-book on Sunday June 12th. My husband and I spent 7 hours on hold and in conversation with Expedia representatives who told us that our flight credits had expired. We were incredulous. I was not told there was an end date for the validity of our airline credits when I cancelled by phone in July. Nor was there any indication of an expiration date in the email received from Expedia regarding our credits. An Expedia rep asked me to forward that email to them, which I did. An Expedia supervisor was able to work with *** Airlines to redeem our credit toward another flight, and expressed regret that there was nothing that could be done about our *** credit because it expired one year from booking, on April 28, 2020. It expired deep in the onset of a global pandemic (COVID-19), and despite having purchased trip insurance, my husband and I just had to accept that we lost $748.16 in airfare because we didn't book before an expiration date that we were completely unaware of. We paid additionally for a returning flight on *** Airlines and ended the phone conversation extremely dissatisfied with all that had transpired on that incredibly long phone call. We received an email from Expedia, stating that the conditions of the credits were explained to me by phone in July, and that the issues had been resolved. They were evasive in response to my email request for evidence that they were forthright about an expiration date.
Expedia.com Response
• Aug 10, 2020
August 10, 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 package reservation. We understand Mrs. *** is requesting a refund for her return flight with *** Airways.Upon review, April 30, 2019, Mrs. ***, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s mobile application, under itinerary 7430788090589. A combined one way fare with *** Airlines departing from Washington, DC to Bridgetown, *** on October 14, 2019. A combined one way fare with *** Airways departing from Bridgetown, *** to Washington, DC on October 21, 2019. A nonrefundable Deluxe Studio, non-smoking at *** in Christ Church, *** for October 14 – October 21 2019. This included a Travel Protection Vacation Waiver.On July 10, 2019, Mrs. *** contacted Expedia to cancel the package. An Expedia agent cancelled the package and sent an email to Mrs. *** about her airline credit. Upon further review, we have determined a refund can be issued. We have processed the refund in the amount of $748.16 on August 10, 2020.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 canceled travel in April due to Covid travel restrictions. I was supposed to be able to book replacement airline tickets without penalty within one year of the original trip. I have selected new airline tickets twice in the last week. On both occasions the tickets were cancelled by *** Airlines because Expedia did not pay for the tickets resulting in their cancellation. After more than 11 hours total on the phone in the last week Expedia is refusing to refund my money and is also unable to book new functional travel tickets for me. Further, I was transferred to a gentleman at “corporate” after 3 hours on hold last night. This person refused to transfer me to his supervisor to address the issue and then claimed he was going to call the airline to see what the issue was. Instead was call was disconnected and the gentleman did not call me back. Now I have no credit for the tickets and no booked travel.
Expedia.com Response
• Aug 03, 2020
August 3, 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 Mrs. D *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting an airline credit or to receive a refund for the cancelled flight.Our records indicate that on January 25, January, Mrs. D ***, or an authorized user of the Expedia account, self-booked a flight on Expedia’s mobile site, under itinerary ***. A roundtrip fare with *** Airlines from Albuquerque, NM to Honolulu, HI, departing on April 8, 2020, and returning on April 17, 2020.On March 26, 2020, Mrs. D ***, or an authorized user of the Expedia account, cancelled the flight using the self-cancellation feature on the website.On June 13, 2020, Mrs. D *** contacted Expedia to use her airline credit. An Expedia agent changed the flight.On June 16, 2020, Mrs. D *** contacted Expedia after receiving an email about her flight getting cancelled. An Expedia agent advised the flight was cancelled by the airline but she can still use her flight credit.On June 30, 2020, we changed the flight to depart on December 2, 2020 from Albuquerque, NM to Honolulu, HI, returning on December 13, 2020.We understand that Mrs. D ***’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
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because: though Expedia said that they rebooked the tickets for December, these tickets were also canceled and *** Airlines has no record of receiving the payment and I was not allowed to pick seats or confirm my tickets. Expedia claimed that I couldn’t pick seats until 30 days before the flight. This is not normal and not a limitation of *** Airlines. This means that Expedia still has not provided functional airline tickets, nor do I want tickets through them. I still want either a refund or direct credit to *** Airlines so I can not have to deal with Expedia and their incompetence in the future.
Sincerely
Expedia.com Response
• Aug 11, 2020
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear she did not accept our response.We have reviewed the information Mrs. provided to further address her concerns.*** airlines has informed us that they are not providing refunds for voluntary cancellations. However, they are providing an airline credit. The change fees are waived but the fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** airlines is the merchant of record (they collected the funds) on this reservation. We hope you understand we must adhere to the policies dictated by the suppliers. During the booking process of the reservation, Mrs. 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.Mrs. was able to use her credit and changed her flight on June 30, 2020, to depart on December 2, 2020 from Albuquerque, NM, and return on December 13, 2020 from Honolulu, HI.As of August 11, 2020, we show Mrs.’s flights are confirmed and still active, and it is currently possible to make the seat selection on *** Airlines’ website. If Mrs. has additional questions or needs assistance regarding her reservation, she can contact 1-800-397-3342.While we regret the customer’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 to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Thank you, Victor PCorporate Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because: when I contact *** Airlines there are no functional tickets from Expedia. The current flights with *** leaving on December 2 are tickets I booked directly with *** after Expedia was unable to book the tickets and *** cancelled the flights. Those flights are booked and functional. Expedia DID NOT book functional tickets.
I purchased 4 *** round-trip tickets from Detroit,MI to Sao Paulo, Brazil through Expedia. *** cancelled all my flight itineraries due to Covid-19 through Expedia. I have tried to resolve the situation with an Expedia customer service representative and his supervisor for hours over the phone and got the same response from both. According to Expedia, the airline (***) is refusing to issue refunds and there is nothing Expedia can do about it. The airline is only offering credits valid for 24 months, which I do not accept. According to the ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL issued on April 3, 2020, I am entitled to a full refund, since the cancellation was initiated by the airline. I am seeking a full refund of the purchase price of the 4 round-trip tickets.
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 flights with ***.Our records indicate that on February 10, 2020 - The customer, or an authorized user of the Expedia account, self-booked a flight for three passengers on Expedia’s website, under itinerary *** and a flight for one passenger under itinerary ***. A roundtrip fare with *** from Detroit, MI to Sao Paulo Brazil departing on June 24, 2020 and returning on August 2, 2020 for the first itinerary. A roundtrip fare with *** from Detroit, MI to Sao Paulo Brazil departing on July 16, 2020 and returning on August 2, 2020 for the second itinerary.Upon review, on June 2, 2020, the flight was cancelled due to the COVID-19.On June 19, 2020, the customer contacted Expedia to get a refund for the cancelled flights. Expedia contacted the airline and advised the customer he would receive an airline credit or get refunded with a cancellation fee. The customer wanted the cancellation fee to be waived and requested to speak to a supervisor but did not want to wait on the line and disconnected the call.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and 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.*** has informed us they are not waiving the cancellation fee, however they are providing a flight credit. *** 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 PCorporate Correspondence Team
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because:
The US Department of Transportation issued an enforcement notice on April 3, 2020 regarding ticket refunds where it states that:
"Carriers have a longstanding obligation to provide a prompt refund to a ticketed passenger when thecarrier cancels the passenger’s flight or makes a significant change in the flight schedule and thepassenger chooses not to accept the alternative offered by the carrier.1 The longstanding obligationof carriers to provide refunds for flights that carriers cancel or significantly delay does not ceasewhen the flight disruptions are outside of the carrier’s control (e.g., a result of governmentrestrictions). The focus is not on whether the flight disruptions are within or outside the carrier’s control, but rather on the fact that the cancellation is through no fault of the passenger."
The full notice can be found on the following link: ***
In my case, I am entitled to a full refund according to the DOT's Enforcement Notice, since it is applicable to US and foreign carriers, the cancellation was initiated by the carrier, the flight was purchased on Expedia (a US company), departing from and returning to Detroit, MI (a US city), and and the cancellation for all tickets was initiated by the airline. I do not accept the "alternative offered by the carrier" and am still requesting a full refund.
Looking forward to the proper resolution of the issue.
Sincerely
Expedia.com Response
• Aug 04, 2020
August 4, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear he did not accept our response.We have reviewed the information Mr. provided to further address his concerns.We contacted *** on behalf of Mr. regarding the refund request. *** has informed us Mr. does not qualify for a refund. However, the airline is providing a flight credit. *** is waiving the change fees, but fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant of record (they collected the funds) on this reservation. We hope you understand we must adhere to the policies dictated by the suppliers. 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.While we regret the customer’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 to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you, Victor PCorporate Correspondence Team
Customer Response
• Aug 10, 2020
Complaint: ***
I am rejecting this response because:
Unfortunately I cannot accept the response from Expedia stating that *** informed them I do not qualify for a refund. Again, the cancellation was initiated by the airline, and according to the DOT Enforcement Notice (link already submitted in prior communication), I qualify and am entitled to a refund:"The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control" (e.g., a result of government restrictions). Therefore, I request further review and cannot accept closure of the case until I receive the requested refund.
I paid 02/17.20 $86.67 on Expedia website for round trip transportation from airport in *** to resort and back at that time we provide itinerary for all flight and date/time of arrival and departure. We select private transportation which was more money than shared ride. the contractor name Expedia contracted it with is *** Shuttle *** ph# +52 9888435015 Chetumal *** Q.R Mexico.(Supplier Reference# ***, itinerary# ***) upon arrival we waited long time on the parking lot to get to car. were informed that they are short of cars. at the end we were jammed with another family into one car. they told us that they paid for private transport as well.On the day of departure 02/26/20 we call in the morning about 5 hrs ahead to confirm out transportation to the airport. after searching on line for working ph# and being put on hold for about 40 min we are informed by *** Shuttle that they are out of cars and cannot pick us up. it cause significant stress to us and are afraid to miss flight home. fortunately hotel receptionist help us to locate another transportation to the airport . we paid by credit card $64.07. the vendor *** Shuttle at the time promise to refund the money. we contact the Expedia travel company which charges our credit card for the full service private transportation $86.67. and they refuse to refund any money claiming that the vendor declined it due to their policy.We print out all documents which we still have there's no mention any policy they referring to. you can find numerous exactly same complains for this vendor on Expedia website. it seems that they are scamming and defrauding many travelers from USA and other countries and Expedia.com participate in this fraud Scheme providing advertising of transportation contractor AND charging full commission and not willing to solve the claims. Looking forward to hear from you and helping solving and putting stop to this FRAUD
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 Mr. (Revdex.com case number ***) regarding his activity. We understand the customer is requesting a refund for his shuttle service with ***Our records indicate that on February 16, 2020, Mr., or an authorized user of the Expedia account, self-booked an activity on Expedia’s website, under itinerary ***.Upon review, on June 18, 2020, Mr. contacted Expedia advising the shuttle service did not provide any service. We contacted but were not able to reach *** to request a refund and advocate on Mr.’s behalf. Accordingly, we have started processing a refund in the amount of $86.67 to be credited to the original form of payment used for this booking.Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. 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 P Corporate Correspondence Team
I book a room on 6-19-2020 then with in 5 minute I cancelled and they said I had to 122.00 for cancel
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on June 19, 2020, via Expedia's website for arrival on June 19, 2020, and departure on June 22, 2020. At the time of booking, the customer selected a hotel to collect reservation and agreed to the following cancellation policy:Cancellations or changes made after 11:59 PM local hotel time, Thursday, June 18, 2020, are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On June 19, 2020, the customer reached out to customer care requesting to change their reservation to one night only. At this time, customer care was able to obtain approval from the hotel who advised that they would only bill for the one night. Conclusion/Resolution:We want to offer our apologies for any inconvenience this may have caused the customer.As the customer's reservation is hotel collect, the hotel is the billing merchant for the reservation. If the customer has additional questions about the billing, we recommend they reach out to the hotel directly for more information. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia.com Team
Complaint: ***
-
I am rejecting this response because:
I do not know what they said is a lie and I am not going pay for some thing I canceled with in 3 minutes so they did not lose any money.
Sincerely
Dear Revdex.com, It has been my pleasure to review Ms. response to our resolution. Please see our reply below. Ms. has requested a receipt from the hotel and from Expedia advising she does not owe anything. I can confirm that this reservation was canceled by Ms. online the same day the reservation was booked. According to our documentation, Ms. spoke to a customer care agent after she canceled to confirm the cancelation. The agent called the hotel, who confirmed they will not charge Ms..Our records indicate the hotel initiated a refund for the full amount of 343.63 USD. This information is reflected on Ms. online itinerary, which also serves as her receipt. Please note, as we are not the merchant who charged Ms. credit card, we are unable to provide a receipt on behalf of *** Fort Wayne, Fort Wayne, however, Ms. credit card will reflect the completed refund. At this time we have confirmed that the cancelation and refund for this booking are reflected in Ms. online itinerary. We have also confirmed the refund is being processed by the merchant, *** Fort Wayne, Fort Wayne. While there is nothing further for Expedia to do regarding this matter, we do recommend Ms. reach out to the property directly, using the contact information located in her itinerary, if she has any questions regarding the status of her refund. For security purposes, we do not have access to the transaction records of third party merchants. Thank you for bringing this matter to our attention so that we could clarify our previous response and assure Ms. her canceled booking is being fully refunded by the property. Kind regards,Allison D.The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a Las Vegas vacation package through Expedia. The travel dates were March 19th - 22nd, when the city was shutdown due to COVID-19, my hotel included. After finally getting through to customer service (there were several weeks that I couldn't reach anyone), I managed to get airline credits for the flights which I'm not thrilled about but it's better than nothing, I still have not received a refund for the hotel and it's been nearly 4 months. I've had multiple conversations with customer service from both Expedia and the credit card company with no resolution. Both sides have placed the blame on the other company and have provided no help beyond telling me to contact the other's customer support to dispute the charge. It's absolutely infuriating how much time and energy I've spent trying to get a refund for a hotel that was CLOSED!
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 package reservation. We understand the customer is requesting a refund for his hotel.Our records indicate that on February 2, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s Website, under itinerary ***. A combined one way fare with *** Airlines from Portland, OR, to Las Vegas, NV departing on March 19, 2020. A combined one way fare with *** Airlines from Las Vegas, NV to Portland OR, departing on March 22, 2020. A nonrefundable room, Fountain View King Room, non-smoking at ***, Las Vegas, NV, for March 19-March 22 2020.Upon review, on April 27, 2020, Mr. contacted Expedia to cancel the hotel and get refunded. Expedia contacted the hotel for an approval to refund the nonrefundable room. An Expedia agent initiated the refund in our system and waived the cancellation fees as a courtesy, for $1432.13. On May 12, 2020, the refund did not process through since we show that Mr. filed a dispute directly through his financial institution and the funds were put back into his account.We regret Mr. experience was not as we had hoped. Based on the information above, Expedia is unable to process his refund request. We recommend Mr. contact his financial institution for any further questions or concerns regarding 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 be clear, I filed a dispute with my financial institution on April 1st because I was unable to reach Expedia customer support - I made several attempts and only got disconnected or busy signals. My financial institution initially reversed the charge but then had to recharge me due to a response from Expedia stating that I had not gone through the proper cancellation process - A PROCESS THAT WAS NOT EVEN POSSIBLE AT THE TIME FOR A HOTEL THAT WAS CLOSED DURING MY TRAVEL DATES. It was at this point, on April 17th, that I again attempted to make contact with Expedia and get refunded for the hotel.
I assure you, as of today, the charge is still on my account.
Sincerely
August 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear he did not accept our response.We have reviewed the information Mr. provided to further address his concerns. We reached out to *** to advocate on behalf of Mr.. *** approved the refund. We have processed the refund for the hotel reservation in the amount of $1,432.13 on August 10, 2020. 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
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
Booked a trip in May 2019 with Expedia for a roundtrip *** flight to Alabama. Had the flu and needed to cancel the trip. Was told that I had a year to reschedule - when I called back in May (during the lock down), there were no flights to book something even if I wanted to. Was told they would extend the credit one month and to call back in June. Called today and after being on the phone for 5-6 throughout the day (long hold times, disconnects, transfers) was told by a supervisor they would refund the $1000 - I didnt even ask for a refund as I was willing to book a flight for a scheduled trip in late Aug. Supervisor told me they would refund the full $1100, but had to connect with someone from Corporate since this was over the $1000 limit. After being on hold for another 2 hours, corporate rep CHASE C advised me that they had to retract the misinformation and they would not be refunding our $1100.
Horrific customer experience and will no doubt seek legal action for retribution on this issue.
To discount our countries situation with a pandemic, lock-down and to essentially steal this money from us unacceptable.
We had plans to travel through Italy in late June, unfortunately, due to Covid-19 our airlines canceled our flight to and from Italy. We had a hotel reservation booked through Expedia that we are unable to use. I have reached out to Expedia 2x asking for a refund of $450.00. They said that the hotel (in Florence) will only takes calls on Sundays to request a possible refund. Therefore, I wouldn't receive an email until Sunday/Monday. Within minutes of my weekday calls, they sent an email saying that I could receive a voucher for the hotel. I'm not even sure they spoke with the hotel. I do not want a voucher, because I'm not certain whether I'll be traveling to Italy within a year. I used several travel sites for this trip, other than Expedia, they have all been extremely cooperative and gave refunds with no hassle due to Covid-19.
Dear Revdex.com,It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 22, 2020 via the Expedia website for arrival on June 29, 20202 and departure on July 2, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the First of Florence Residence, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what the customer 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.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I wish I could give less that one star. No customer service and no support. Wont take resposibility for their transactions. My flight at 7 AM was cancelled at 12 AM... & hours befre the flight. I called expedia to get full refun for my round trip, but all they could give me as a CREDIT with the airline. I dont need the credit especially when during COVID no plans can be made. Credit is not unlimited, only for a few months. They argue that this is the airline police. But I paid EXPEDIA for the services that were not provided for me, Therefore, the full REFUND including EXPEDIA fees should be expected. The person who talked to me on the phone was very unhelpful and unwilling to do anything, repeating same phrase: Sorry mam, I cannot do anything. How come, you cannot do anything, if you are selling services that are not provided? At the moment, I have no solution for my lost money. This company is a scam. How they even get A+ rating on Revdex.com?
I have an update. I had a two hours conversation with the company on 6/27. During this conversation few things came out: first is they are not going to issue a refund because I cancelled fligth volunterly (mind you - my flight to Boise was cancelled, so of course I dd not need my tikets from Boise - and I bout it as one itirinary), The most they agreed to - is to give me the refund with ***. But!!!!!!!! It is not with *** per se, I still need to order with Expedia but only for ***. and its only valid till May 21. Anyone can see people flying by then? So, its basically lost money : to limied od a credit conditions. And in any case: I dont need the credit!!!!!!!! They took my money, romised me services, even charged service fees for non existent services and they wont pay my money back. After literally 2 hours of this converstaion going back and forth I was oferred to hold on the line for the manage - 3 hours!!!!!!!!!!!! Manager wont call me back, its against their policy But I apparantely could stay on the line for 3 hours on hld until he would be able to talk to me. So, still no solution. Lost money. And franky, I have no idea whats next. It is very low and disrepectful for the clients; take money, rovide nothing and argue that they did not do anything wrong. For whoever reading this - please!!!!!!!! Never buy anything from expedia.
Due to Covid, I had to cancel my travel plans and was awarded a full refund by Expedia in April. After more than 10 calls and a 3hr phone call today, Expedia still has not issued my refund back to my card. They are holding our money hostage. Below is confirmation of the authorized refund by Expedia.
We're writing to let you know that we've processed your refund.
Refund amount: USD 600.33
How you'll get your refund:
We'll apply your refund to
Visa ending in *** When you'll get your refund:
We processed your refund on April 4, 2020.
Due to Covid-19 and the high volume of travel disruptions, refunds may take longer than normal. Thank you for your patience.
If we charged you, your refund could take up to 30 days to process. (You'll see our brand name listed on your credit card statement.)
If the hotel, airline, or car agency processed the charge, they'll determine the refund timeline. If you have questions, we'd recommend contacting them directly.
We look forward to helping you with future travel plans.
Sincerely,
Expedia
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:
Dear Revdex.com,
I can confirm that this reservation was created on January 26, 2020 via the Expedia website for arrival on March 12, 2020 and departure on March 15, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made before 12:00 PM local hotel time, Tuesday, February 11, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The booking was cancelled on March 12, 2020 through the website. Customer care was contacted April 04, 2020 in regards to obtaining a full refund of the reservation and we are happy to say the *** did allow for the full refund of the reservation. However, the customer filed a dispute through their bank and for this reason the refund was cancelled.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer. We have confirmed through our payments team that the customer didn't receive a refund through the dispute process. As such, we have issued a refund in the amount of $600.33 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 Team
The Expedia Team
I have been using Expedia for my domestic and internationally travels for many years and have accumulated 163,075 points valued at $1164.36. Recently I tried to use my points to book a trip I had planned I was notified by an Expedia agent that my account was suspended without an actual reason.
The credit card I had stored on my account was compromised twice within a few months and was not updated on my profile but I did use a valid credit card whenever I reached the hotel I booked through Expedia.
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like his account to be available to book. We understand Mr. would
like a to use available Expedia points to make a reservation.
After further review on August
4, 2020, Expedia contacted our Specialized Team via emailed and they advised they
will not be unlocking the Expedia account and will be contacting the customer
directly.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Attached is my present account information showing my points and points value. If this is not resolved asap,I will have no other options but to take legal actions
Sincerely
I PURCHASE AIRPLANE TICKETS THROUGH EXPEDIA. I ALSO PURCHASED THE TRIP INSURANCE. OUR FLIGHTS WERE CANCELLED DUE TO THE VIRUS. I IMMEDIATELY CALLED EXPEDIA. THE CUSTOMER SERVICE REP SAID I WOULD BE RECEIVING A REFUND. LATER THAT EVENING I RECEIVED AN EMAIL SAYING I WOULD NOT BE RECEIVING A REFUND. I WOULD BE RECEIVING A CREDIT/ I MADE SEVERAL ATTEMPTS TO REACH EXPEDIA AND HAVE BEEN DISCONNECTED SEVERAL TIMES. I HAVE FILED A CLAIM THROUGH THE INSURANCE COMPANY AND MY CREDIT CARD COMPANY. THE AIRLINE CANCELLED THE FLIGHTS I DID NOT. THAT INTITLES ME TO A REFUND
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a refund
instead of the future travel credits.
Our records indicate on January 21, 2020, Ms. or an authorized user of the
Expedia account, self-booked six combined one way flights on *** departing June 17, 2020 from Baltimore, MD to Calgary,
AB, Canada returning on *** June 21, 2020, from Calgary, AB, Canada to
Baltimore, MD, along with the Flight Protection Plan via ***.
We can confirm on May 27, 2020, Expedia
emailed the customer and advised *** cancelled the flights due to the
Corona Virus.
On May
28, 2020, Expedia emailed the customer and advised in lieu of a refund that
*** is offering credit voucher in the amount of $1,449.00 to be used for
future travel per the terms and conditions of their latest cancellation policy.
From June
12, 2020 through July 21, 2020, the customer called and spoke with
our online CHAT asking why she could not
have the money back for the *** flight if she received information that
she will be refunded. The various
representative advised per *** policy the fight was eligible for a
future flight credit. There was no
question on the *** flight as the customer was originally advised the
flight was non-refundable and the future travel credit was applicable.
After
further review on August 4, 2020, Expedia reviewed the details of the
reservation. The customer was advised
the *** tickets were refundable ($1449.00). The refund will appear in
two increments $951.The following day an email was sent to the customer advising
the tickets were not refundable and a future travel was applicable. Expedia has
issued a refund for $1449.00 to the original card charged. The refund will appear within the next 30
days. The customer was advised the
*** flight was non-refundable and a future travel credit was applicable to
the cancellation. The customer will need
to contact our Customer Service Department at 877-227-7481 and exchange the *** tickets.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** and *** were the operating carriers and merchants of record (the
entity that received the funds and the company that charged the credit card) on
this itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
I bought through Expedia 3 tickets business class from London to Warsaw from April 4-April 18.Because of Covid issues Poland closed the borders and the flight was cancelled .When the country announced the lockdown I cancelled the trip and obviously asked for a refund.I was told to contact *** Airways which I did and they told me since I bought the flight from Expedia they sgould refund it and they agree obviously with the refund.And then the nightmare begins .Expedia refused for months to do that,I have called numerous times,they said they cannot contact ***,etc .Finally these days after 30 emails or so and endless calls they told me they contacted *** Airways and I will get a voucher only .Itinerary number is *** and case number is *** .Basically they refuse this refund ,blame the airline,etc
August 4, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand Mr. would like a refund instead of the future travel credits.
Our records indicate on February 19, 2020, Mr. or an authorized user of the
Expedia account, self-booked three multiple destination flights on *** Airways departing April 4, 2020 from London, England to Warsaw,
Poland returning on April 18, 2020, from Krakow, Poland to London, England via ***.
We
can confirm on March 20, 2020, the customer cancelled the flight
reservation via electronic web form cancellation.
On April
13, 2020, the customer called
to cancel. Our representative contacted
*** Airways for a refund and they were closed.
From March 12, 2020 through June 16, 2020, there were numerous email communication where the customer requested to
cancel the reservation. Expedia advised
the reservation was cancelled and *** Airways COVID19 policy allowed
a future travel credit of $668.70 per ticket. The customer disagreed with the advisement of
*** Airway’s policy. Expedia advised
the customer of the future travel credits being applicable to the cancellation, The customer stated that he wanted a refund
as he did not cancel. *** Airways
advised the future travel credit was applicable to the cancellation since they
had not suspended their flight service.
On June 19, 2020, the customer called
for a refund, says he spoke with the airline and they promised him a refund. Our representative called *** Airways and
they advised there was no travel suspension and the ticket were eligible for future
travel credits. The call disconnected
and our representative could not reach the customer.
On
July 19, 2020, the
customer called and asked if his credit was used. Our representative advised yes and guided him
through ***
Airways website.
After
further review on August 4, 2020, Expedia confirmed the details of the flight
reservation penalty. The customer
cancelled the flight and *** Airways had not suspended their flight service
so the cancelled flights qualified for future travel credits.
We
understand that you are 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.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and airlines,
and is subject to the rules and restrictions of those providers. ***
Airways 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. In addition, at the time of completing her booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The answer of Expedia repreentative is full of let's call them innacuracies and not lies ...For example that the flight was still on when I cancelled .How was still on if the country (Poland ) was closed completely form travel?
And many many others .But let it be .Just like other millions of people I will bever see these back .I wil luse this credit and of course never use Expedia again ,simply a disgrace
Sincerely
On November 19, 2019 I purchased two tickets for *** airlines through Expedia web site. plus insurance. .These tickets were for a flight to Barcelona Spain on 4/18/2020 and 4/26/2020. this flight was canceled. due to the Cova 19. . *** gave me three choses refund, voucher or reschedule. I wanted a refund. Expedia refuses to issue that refund, Expedia is blaming ***, and *** is blaming Expedia. and my credit card company is stuck in the middle and will not issue me credit until Expedia releases the refund.
August 2,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** Airlines for roundtrip travel from
New York, NY, USA to Barcelona, Spain departing April 18. 2020 and returning
April 26, 2020.On March
11, 2020 there was a schedule change. The airline allowed a refund. Our records
show that it was processed and the tickets are now purged, which is normal
after they are used or refunded.The
merchant of record, who charged the credit card on November 10, 2019 was *** Airlines. The total amount of the
charge that was refunded was $988.10. It may have been refunded in two amounts
of $494.05. If the customer has not received the refund yet they should contact
their credit card company. This letter may be provided as proof.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: Barclay's the credit card COMPANY REFUSES TO ISSUE THE REFUND FROM *** AIRLINES TO MY CREDIT CARD ENDING IN ***. *** DOES NOT CARE IF THEY BREAK THE LAW OR NOT.. *** COMMITTED CRIMES OF VIOLATION OF TRUST, DECEIT, MISREPRESENTATION OF THE PRODUCT OR SERVICE, AND FRAUD.*** HAS BEEN IN TROUBLE WITH THE LAW BEFORE. THAT YOU VERY MUCH.
Sincerely
Scam. I was using the Canadian site and was changed American dollars. Wont refund me
My flight companion and I purchased flights several months ago that got cancelled due to the pandemic. Expedia issued us flight credits to use instead of a refund. We ended up booking a flight to visit family in Dallas Texas using the credits we had been issued. Our first problem with Expedia was that in order to book this trip using our credits the phone call took 2.5 hours. They also gave us an additional headache by insisting that we had to purchase two separate one way tickets. We received confirmation emails and confirmed ticketing emails. On the second day of our newly booked vacation we received communication from Expedia saying that our return flight reservation was cancelled. Upon further investigation with the airline, Expedia never completed our booking and issued tickets despite what our confirmation and ticketing emails showed. Combined my flight companion and I have spent 21 hours placed on hold, waiting for callbacks that never came and arguing with not only agents and supervisors but also corporate managers. We received numerous apologies but never got a solution. Due to Expedia’s disgraceful “customer service”, we were forced to book our flight without Expedia’s help. Our new flights cost $302 and we still have $174 left in Expedia airline credits that we will probably never use. Expedia not only owes us an apology but we deserve compensation for the 21 hours of our time spent dealing with them but for our new flights and the credit amount we have remaining. We will never use Expedia again.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with American
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with ***
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
I purchased a package for a trip to Dubai with Expedia on March 10th. This was before the Corona Virus outbreak. This package included a hotel reservation and plane tickets for three people, one adult, two minors, and I purchased an additional warranty to guarantee I would get my money back if I chose to cancel. I initially didn't purchase the warranty. They called me a couple of days after my purchase and told me it would be a good choice to guarantee the safety of my money. I then purchased the warranty for almost $200 more dollars. I ended up canceling this trip in April due to Corona and borders being closed thinking this warranty would make my refund easy. I was able to get my money back from the hotel, but couldn't get it back for my flights, instead, they gave me airline credit. I called all the time but wasn't able to reach them until a couple of days ago. I expressed I had no desire to get airline credit, I want my money. I used my credit card to purchase these tickets and have been being charged interest since March. I haven't been being paid consistently, I have bills to pay, children to feed, and rent I have to worry about. I have no desire to travel anytime soon with this pandemic nor do I have the means to. I tried to express this to them and they refused. They said it was the airline's policy, specifically *** Airlines. They were non-refundable flights and I couldn't get my money back. I asked to speak with their manager and was just passed to another employee, this happened several times. I ended up calling the airline and they actually tried to return my money with no hesitation or problem. They fully understood with Corona there was nothing I could do, however when the employee tried to refund my money she kept getting denied access. She then asked me who I purchased my ticket with and when I said Expedia she said only they had control over it. I then called Expedia back, and they tried to put me through the same process as before. I was already frustrated as I had just spent almost 4 hours in this whole process. I told them that if they weren't going to give me my money back I didn't care about their stupid policy. They tried to blame it on the airline, but I cut them off and explained what happened on the call with the *** employee. I then told them how much they had made me suffer and that I would make sure people knew about their scams. These are conditions no one had control over, I shouldn't have my $2,436.78 being held captive over something I could not control.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including 12 nights with the ***
Dubai, and roundtrip flights via itinerary ***. The
customer canceled the hotel on March 16, 2020 and received a full refund. The
customer called and canceled the flight on April 18, 2020. The airline was still
operating the flights. As the flights were nonrefundable a refund is not
possible.The
flight fare rules note that changes can be made with a change fee of $300.00
and any fare difference. The new tickets must be booked for *** Airlines
flights, with the same country of departure, for the same passengers, and
booked within one year of the original purchase date. The change fees would be
covered by the coverage on itinerary ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: When I bought the ticket I paid the protection the value of $175 in case something happen, I canceled the hotel and flight the same day but they refund the hotel, but they did canceled the flight. I have tried to contact them so many times it was impossible. they would only talk to people who were traveling right the way. More than a month I was contacting them by phone as well online, it was impossible to talk to someone.They never said that the ticket wasn't refundable they advice me to buy a protection plan in case something happen. A month and half later when I got in touch with them they talk to contact the *** Airline.I contact them and were canceled the ticket but it wasn't successful because expedia is the only one to do it, also when I got to talk them expedia them told me I have 24 month to used the ticket, I told them that I used my credit card to buy the ticket , I need to pay them back quickly before the interest. My income has decreased because I am the only one who's working my husband lost his job and I have to feed three children pay the rent and other expenses. I also told them that by the time of my vacation I won't be able to do so because of the pandemic and the borders are closed. The date of my travel was July 21 to August 3. Still now the borders are closed.
Sincerely
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***.The
customer purchased the package on March 1, 2020. The cancelation was requested
on March 15, 2020. At that time the coverage was nonrefundable. Refunds are not
provided for coverage if claims are not required.While we
understand that the customer prefers a refund for the flights, we are unable to
provide a refund based on preference. The *** Airlines tickets can be
reused. The airline is waiving change fees to a point. Any change fees that are
not waived would be reimbursable by the coverage. The airline is extending
validity for many tickets, and periodically adds validity time to tickets that
have already been extended or adds new travel dates to the extension policy.The
customer may also contact *** Airlines and request to transfer the tickets
to a credit certificate. Some airlines are allowing this or working on ways to
offer this as a possibility. If the airline is able to allow this as an option
it may provide greater validity and flexibility. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I contacted the airline myself and they tried to refund me my money and said that they only couldn't do so because I made the purchase through Expedia. They then instructed me to contact Expedia for my refund. I do not want the points or any certificate I want my money. My husband is unemployed and we have 3 children, we struggle to pay our rent and keep food on the table and on top of my existing bills I have to pay the credit card company for the loan I took out for the plane tickets plus interest. Getting my money back will cut one major expense from my life. Also, being a teacher it is currently summer and I'm not exactly getting paid the same way I would be during the school year or any other normal summer which makes it all 10x harder; especially with no second income. It is also impossible to find part time jobs in my area, all the businesses are being hit hard and aren't hiring. I just want to find as much peace of mind as possible during these times and that's quite hard to do with my money being held hostage. If circumstances were different I would have no problem accepting the credit, but I have no desire to travel; I just want to pay my bills and feed my family.
Sincerely
I booked 2 hotel rooms though Expedia. I paid in full for both rooms. One room as you can see in my attachments was for March 20-23rd at the cost of $433.73. The second room was for March 20th-22nd 2020 in the amount of $270.98 (see attachments for verification. Amount totaling in $704.71 charged to my credit card. It is public knowledge that the *** closed on March 18th at midnight due to COVID and has reminded closed sense. They have zero plans to open back up. You can read this info on their website, google it, and they sent out an email stating they were close. This is easily accessed info. I have spend 50 plus hours on the phone with expedia talking to everyone up to the highest person in corporate office supposedly. Each person refuses to give me a refund of my money unless they can verify with the company that I did not stay there. Like I said it is public info of their closure date and it was impossible for me to stay there as my stay was not to start until March 20th and the hotel closed in full on March 18th 2020. They refuse to give me back my money until the hotel opens back up and the hotel has zero plans on opening and if it does it wont happen until after September. I have been calling and trying to get my money back sense March 19th the day I found out they were closed and I could not stay there. I need help! they have taken my $704.71 and I have received no service as the hotel was close. It’s a billion dollar company that is stealing from its customer.
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 these reservations were created on December 09 and 29, 2019 via mobile app for arrival on March 20, 2020 and departure on March 22 and 23, 2020. At the time of booking, the customer agreed to the following cancellation policies:A non refundable 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.A partially refundable policy: Cancellations or changes made before 11:59 PM local hotel time, Friday, February 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on June 18, 2020 to obtain a full refund for the reservations. Even though the reservations were not refundable customer care did contact the property to request a refund for both bookings. Unfortunately, they were unable to obtain permission to issue any credits. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific cancellation policies.Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $419.73 USD and $325.18 USD The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The XXX Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
On November 2, 2019 I booked a bundle package; flight, hotel, and car rental, for two travelers to Ireland in May of 2020 for a total cost of $2,474.82. On April 11, 2020, I received an email from Expedia advising me that the airline(***) had cancelled my flight due to Covid-19. On April 23, 2020, I received an email stating I could cancel the rest of my package for refund/credit, I was not offered the option of rescheduling which is what I would have preferred. I cancelled the hotel and car rental bookings on April 24, 2020. I have been given a refund of $416.98 towards the car rental and there is a credit coupon on my Expedia account for $531 for the hotel I would have been staying at but the coupon cannot be used in a bundle which means I would have to pay more to book the same hotel. I called Expedia on May 14th to see if I could get a refund instead of credit for hotel and airline since I cannot use the credits in a bundle package and was told "no, there was nothing they can, I could only get a credit." I purchased the package protection insurance, so I filed a claim with them right after my phone call. I received an email last night and it states, " It has been verified with your travel supplier that you have either received a monetary disbursement for the full value of your travel arrangements or a credit was offered. With this verification, we find that there are no Forfeited, Unused Trip Costs to reimburse. Therefore, there is no compensable coverage under the claim." Out of the $2,474.82 I spent I have received $947.98 in refund/credit leaving $1,526.84 still owed to me.
August 2, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 3, 2019, Mrs. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Indianapolis, IN USA to Dublin, Ireland departing on May 9, 2020 and returning on May 16, 2020. The package included package and collision protection, a car rental with a hotel stay at ***, for a check in on May 10, 2020 and a check out on May 16, 2020, $2,474.82. We understand Mrs. is requesting that Expedia compensate him to help alleviate the cost in rebooking his package and the protection plan denial. On April 25, 2020, Mrs. or an authorized user accessed Expedia’s website and used our self-service tool to cancel the package. A hotel voucher for $531, was issued for the *** reservation. In addition, a refund $77.00 and $339.98, for both the Collision plan and car rental, was processed back to the customers original form of payment. It may take up to 30 days for Mrs. to receive the refund, depending upon her financial institution. On May 14, 2020, Mrs. contacted Expedia to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $1,334.72, was issued. However, *** Airlines is not permitting a refund but a penalty fee waiver to rebook until, December 31, 2021. This is based upon their non-refundable restrictions.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over *** Airlines ticket terms. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In regards to the hotel a voucher it was created for a total of $531. Therefore, Expedia advised Mrs. that in canceling her hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($531) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we can assist with changes or cancellations of the booking following the vendors’ terms and conditions, we cannot discuss any claim regarding Travel Guard/Aon Affinity services offered via the Expedia website which is not operated by Expedia.On August 2, 2020, Expedia contacted *** to determine if Mrs., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. However, the approval or denial is up to *** since we act only as an agent for their product and we do not have the authority to override their booking policy.When Expedia receives the response from the hotel manager we will contact Mrs. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the Mrs.’s refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia allowed a reservation to be made at *** Resort by *** Resorts when the state of California had issued all hotels to be closed on that date. They then proceeded to cancel our reservation a couple days before our wedding. Leaving my wife and I in a panic. Now they refuse to issue a refund back to our card, and will only give a coupon. This is not right. Now they are making me wait over an hour to talk to a supervisor.
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 May 29, 2020 via Expedia's mobile app for arrival on June 6, 2020 and departure on June 7, 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.The hotel had agreed to give the customers a voucher to use at a later date in the next 12 months which our system processed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Due to the property being closed on the stay dates we have issued a refund in the amount of $141.82 USD. The refund will process on our side within 24 hours and return to the original form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.As a full refund has been issued, the future travel voucher that was previously provided was deactivated. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
My husband and I purchased an October honeymoon trip in April of 2019. We had to cancel the trip when we found out in July that we were expecting our first baby. Doctors advised us not to travel to the Caribbean due to potential for birth defects caused by ***. We were grateful that we had purchased Trip Insurance when we booked with Expedia. I cancelled the trip by phone on July 10, 2019. We received a full refund from the resort and were told we had to accept credits for *** and *** Airlines for our flights. We accepted the credits and planned to reschedule our honeymoon for after the baby was born. Fast-forward 11 months: we are ready to book our Honeymoon for December 2020. I called Expedia last week to re-book on Sunday June 12th. My husband and I spent 7 hours on hold and in conversation with Expedia representatives who told us that our flight credits had expired. We were incredulous. I was not told there was an end date for the validity of our airline credits when I cancelled by phone in July. Nor was there any indication of an expiration date in the email received from Expedia regarding our credits. An Expedia rep asked me to forward that email to them, which I did. An Expedia supervisor was able to work with *** Airlines to redeem our credit toward another flight, and expressed regret that there was nothing that could be done about our *** credit because it expired one year from booking, on April 28, 2020. It expired deep in the onset of a global pandemic (COVID-19), and despite having purchased trip insurance, my husband and I just had to accept that we lost $748.16 in airfare because we didn't book before an expiration date that we were completely unaware of. We paid additionally for a returning flight on *** Airlines and ended the phone conversation extremely dissatisfied with all that had transpired on that incredibly long phone call. We received an email from Expedia, stating that the conditions of the credits were explained to me by phone in July, and that the issues had been resolved. They were evasive in response to my email request for evidence that they were forthright about an expiration date.
August 10, 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 package reservation. We understand Mrs. *** is requesting a refund for her return flight with *** Airways.Upon review, April 30, 2019, Mrs. ***, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s mobile application, under itinerary 7430788090589. A combined one way fare with *** Airlines departing from Washington, DC to Bridgetown, *** on October 14, 2019. A combined one way fare with *** Airways departing from Bridgetown, *** to Washington, DC on October 21, 2019. A nonrefundable Deluxe Studio, non-smoking at *** in Christ Church, *** for October 14 – October 21 2019. This included a Travel Protection Vacation Waiver.On July 10, 2019, Mrs. *** contacted Expedia to cancel the package. An Expedia agent cancelled the package and sent an email to Mrs. *** about her airline credit. Upon further review, we have determined a refund can be issued. We have processed the refund in the amount of $748.16 on August 10, 2020.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 canceled travel in April due to Covid travel restrictions. I was supposed to be able to book replacement airline tickets without penalty within one year of the original trip. I have selected new airline tickets twice in the last week. On both occasions the tickets were cancelled by *** Airlines because Expedia did not pay for the tickets resulting in their cancellation. After more than 11 hours total on the phone in the last week Expedia is refusing to refund my money and is also unable to book new functional travel tickets for me. Further, I was transferred to a gentleman at “corporate” after 3 hours on hold last night. This person refused to transfer me to his supervisor to address the issue and then claimed he was going to call the airline to see what the issue was. Instead was call was disconnected and the gentleman did not call me back. Now I have no credit for the tickets and no booked travel.
August 3, 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 Mrs. D *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting an airline credit or to receive a refund for the cancelled flight.Our records indicate that on January 25, January, Mrs. D ***, or an authorized user of the Expedia account, self-booked a flight on Expedia’s mobile site, under itinerary ***. A roundtrip fare with *** Airlines from Albuquerque, NM to Honolulu, HI, departing on April 8, 2020, and returning on April 17, 2020.On March 26, 2020, Mrs. D ***, or an authorized user of the Expedia account, cancelled the flight using the self-cancellation feature on the website.On June 13, 2020, Mrs. D *** contacted Expedia to use her airline credit. An Expedia agent changed the flight.On June 16, 2020, Mrs. D *** contacted Expedia after receiving an email about her flight getting cancelled. An Expedia agent advised the flight was cancelled by the airline but she can still use her flight credit.On June 30, 2020, we changed the flight to depart on December 2, 2020 from Albuquerque, NM to Honolulu, HI, returning on December 13, 2020.We understand that Mrs. D ***’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
Complaint: ***
I am rejecting this response because: though Expedia said that they rebooked the tickets for December, these tickets were also canceled and *** Airlines has no record of receiving the payment and I was not allowed to pick seats or confirm my tickets. Expedia claimed that I couldn’t pick seats until 30 days before the flight. This is not normal and not a limitation of *** Airlines. This means that Expedia still has not provided functional airline tickets, nor do I want tickets through them. I still want either a refund or direct credit to *** Airlines so I can not have to deal with Expedia and their incompetence in the future.
Sincerely
August 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear she did not accept our response.We have reviewed the information Mrs. provided to further address her concerns.*** airlines has informed us that they are not providing refunds for voluntary cancellations. However, they are providing an airline credit. The change fees are waived but the fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** airlines is the merchant of record (they collected the funds) on this reservation. We hope you understand we must adhere to the policies dictated by the suppliers. During the booking process of the reservation, Mrs. 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.Mrs. was able to use her credit and changed her flight on June 30, 2020, to depart on December 2, 2020 from Albuquerque, NM, and return on December 13, 2020 from Honolulu, HI.As of August 11, 2020, we show Mrs.’s flights are confirmed and still active, and it is currently possible to make the seat selection on *** Airlines’ website. If Mrs. has additional questions or needs assistance regarding her reservation, she can contact 1-800-397-3342.While we regret the customer’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 to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Thank you, Victor PCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: when I contact *** Airlines there are no functional tickets from Expedia. The current flights with *** leaving on December 2 are tickets I booked directly with *** after Expedia was unable to book the tickets and *** cancelled the flights. Those flights are booked and functional. Expedia DID NOT book functional tickets.
Sincerely
I purchased 4 *** round-trip tickets from Detroit,MI to Sao Paulo, Brazil through Expedia. *** cancelled all my flight itineraries due to Covid-19 through Expedia. I have tried to resolve the situation with an Expedia customer service representative and his supervisor for hours over the phone and got the same response from both. According to Expedia, the airline (***) is refusing to issue refunds and there is nothing Expedia can do about it. The airline is only offering credits valid for 24 months, which I do not accept. According to the ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL issued on April 3, 2020, I am entitled to a full refund, since the cancellation was initiated by the airline. I am seeking a full refund of the purchase price of the 4 round-trip tickets.
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 flights with ***.Our records indicate that on February 10, 2020 - The customer, or an authorized user of the Expedia account, self-booked a flight for three passengers on Expedia’s website, under itinerary *** and a flight for one passenger under itinerary ***. A roundtrip fare with *** from Detroit, MI to Sao Paulo Brazil departing on June 24, 2020 and returning on August 2, 2020 for the first itinerary. A roundtrip fare with *** from Detroit, MI to Sao Paulo Brazil departing on July 16, 2020 and returning on August 2, 2020 for the second itinerary.Upon review, on June 2, 2020, the flight was cancelled due to the COVID-19.On June 19, 2020, the customer contacted Expedia to get a refund for the cancelled flights. Expedia contacted the airline and advised the customer he would receive an airline credit or get refunded with a cancellation fee. The customer wanted the cancellation fee to be waived and requested to speak to a supervisor but did not want to wait on the line and disconnected the call.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and 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.*** has informed us they are not waiving the cancellation fee, however they are providing a flight credit. *** 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 PCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The US Department of Transportation issued an enforcement notice on April 3, 2020 regarding ticket refunds where it states that:
"Carriers have a longstanding obligation to provide a prompt refund to a ticketed passenger when thecarrier cancels the passenger’s flight or makes a significant change in the flight schedule and thepassenger chooses not to accept the alternative offered by the carrier.1 The longstanding obligationof carriers to provide refunds for flights that carriers cancel or significantly delay does not ceasewhen the flight disruptions are outside of the carrier’s control (e.g., a result of governmentrestrictions). The focus is not on whether the flight disruptions are within or outside the carrier’s control, but rather on the fact that the cancellation is through no fault of the passenger."
The full notice can be found on the following link: ***
In my case, I am entitled to a full refund according to the DOT's Enforcement Notice, since it is applicable to US and foreign carriers, the cancellation was initiated by the carrier, the flight was purchased on Expedia (a US company), departing from and returning to Detroit, MI (a US city), and and the cancellation for all tickets was initiated by the airline. I do not accept the "alternative offered by the carrier" and am still requesting a full refund.
Looking forward to the proper resolution of the issue.
Sincerely
August 4, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear he did not accept our response.We have reviewed the information Mr. provided to further address his concerns.We contacted *** on behalf of Mr. regarding the refund request. *** has informed us Mr. does not qualify for a refund. However, the airline is providing a flight credit. *** is waiving the change fees, but fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** is the merchant of record (they collected the funds) on this reservation. We hope you understand we must adhere to the policies dictated by the suppliers. 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.While we regret the customer’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 to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you, Victor PCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Unfortunately I cannot accept the response from Expedia stating that *** informed them I do not qualify for a refund. Again, the cancellation was initiated by the airline, and according to the DOT Enforcement Notice (link already submitted in prior communication), I qualify and am entitled to a refund:"The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control" (e.g., a result of government restrictions). Therefore, I request further review and cannot accept closure of the case until I receive the requested refund.
Sincerely
I paid 02/17.20 $86.67 on Expedia website for round trip transportation from airport in *** to resort and back at that time we provide itinerary for all flight and date/time of arrival and departure. We select private transportation which was more money than shared ride. the contractor name Expedia contracted it with is *** Shuttle *** ph# +52 9888435015 Chetumal *** Q.R Mexico.(Supplier Reference# ***, itinerary# ***) upon arrival we waited long time on the parking lot to get to car. were informed that they are short of cars. at the end we were jammed with another family into one car. they told us that they paid for private transport as well.On the day of departure 02/26/20 we call in the morning about 5 hrs ahead to confirm out transportation to the airport. after searching on line for working ph# and being put on hold for about 40 min we are informed by *** Shuttle that they are out of cars and cannot pick us up. it cause significant stress to us and are afraid to miss flight home. fortunately hotel receptionist help us to locate another transportation to the airport . we paid by credit card $64.07. the vendor *** Shuttle at the time promise to refund the money. we contact the Expedia travel company which charges our credit card for the full service private transportation $86.67. and they refuse to refund any money claiming that the vendor declined it due to their policy.We print out all documents which we still have there's no mention any policy they referring to. you can find numerous exactly same complains for this vendor on Expedia website. it seems that they are scamming and defrauding many travelers from USA and other countries and Expedia.com participate in this fraud Scheme providing advertising of transportation contractor AND charging full commission and not willing to solve the claims. Looking forward to hear from you and helping solving and putting stop to this FRAUD
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 Mr. (Revdex.com case number ***) regarding his activity. We understand the customer is requesting a refund for his shuttle service with ***Our records indicate that on February 16, 2020, Mr., or an authorized user of the Expedia account, self-booked an activity on Expedia’s website, under itinerary ***.Upon review, on June 18, 2020, Mr. contacted Expedia advising the shuttle service did not provide any service. We contacted but were not able to reach *** to request a refund and advocate on Mr.’s behalf. Accordingly, we have started processing a refund in the amount of $86.67 to be credited to the original form of payment used for this booking.Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. 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 P Corporate Correspondence Team