I'm writing to file a claim against Expedia.com for not issuing a refund for a $1,086 flight to Seoul, South Korea that I was not able to take due to COVID-19.
Here's an account of experience with booking/cancelling through Expedia:
1. An *** flight to Seoul was purchased on 2/11 through Expedia in the amount of 1,086.14.
2. In early March I called Expedia and spoke with an agent about cancelling my flight. He told me that if I cancelled at that point, I would be charged a $200 cancellation fee and I could then dispute that due to the fact that I had purchased trip insurance. He then advised me to wait until closer to my travel date in hopes the airline itself would cancel my flight.
3. When it was clear *** had no intention of cancelling the flight despite the health crisis, I attempted to cancel my flight through Expedia. Was disconnected due to my travel not being within a 72 hour window.
3. Attempted to cancel the flight within the 72 hours before scheduled travel, and the phone lines were jammed. I tried several times for shorter periods, but my longest hold was on March 28th for 6.5 hours, no answer.
4. I received nothing but error messages when attempting to cancel my flight online.
5. Online chat option just went in circles, informing me that I needed to call in to cancel. Obviously, that doesn't work when no one answers the phone.
6. I checked ***'s site to attempt to cancel through them, but their information explicitly states that if the reservation was booked through a travel site (such as Expedia) that I would have to go through them to cancel.
7. Expedia's Revdex.com profile acknowledges that callers were not able to contact them either by phone or online to cancel travel plans.
8. Filed disputes with my credit card company (***/***) but they deemed the charges justified as I did not cancel within the policy guidelines (even though it was completely impossible to do so).
9. Attempted to contact Expedia for help, talked with a kind agent named Monique who attempted to put me on a phone discussion with a manager. Waited for over an hour only to be disconnected because I didn't reply to the 6th "sorry for the wait" message she sent. I was still waiting on hold but she hung up the line when she left the chat.
10. I cannot connect with anyone now over chat, just keep getting this message : "Thanks for getting in touch! All of our chat agents are currently helping other customers, so we can’t chat with you right now. Sorry for any inconvenience."
I would really appreciate if Revdex.com could look into this case of Expedia.com completely evading their responsibility to consumers because of their inability to handle the crisis adequately. I understand it's an unprecedented time, but that doesn't mean we consumers have to pay the price in dollars so that Expedia can keep undeserved income for travel that was never able to happen.
Thank you
Expedia.com Response
• Aug 02, 2020
August 2, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Ms.’s complaint that she was not able to get through the Expedia phone lines to cancel her flight booking prior to her trip start date.
Our records indicate that on February 11, 2020, Ms. or an authorized user of the account booked a flight ticket to Seoul, South Korea. The booking is for a roundtrip flight departing on March 29, 2020 from Denver, CO to Seoul, South Korea via ***, and returning April 7, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $1,086.14.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 5, 2020, Ms. called in to request cancellation due to Covid-19. The customer was then advised by an agent the rules and restrictions on the ticket, as well as the airline cancellation fees. The agent documented to have advised the customer to call again closer to the travel dates as *** does not have a Flexibility Policy in place impacting customer’s travel dates at the time of call.
On March 20, 2020, *** initiated a schedule change. The customer’s flights were cancelled; however, the airline was no longer authorizing refunds for cancelled flights. ***’s flexibility policy states that customers will receive future travel credits for flights cancelled due to an airline schedule change on or after March 19, 2020.
After further review we can confirm that on June 22, 2020, The customer reached out to a chat agent requesting a refund. Chat agent documented that customer was advised of the future travel credit. Per the agent’s case notes, customer requested to speak with a manager; however, no other documented contacts made by the customer was found.
In addition, Ms. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by ***, and any claims can be made directly with them at the contact details provided to Ms. in his confirmation email (***), or by phone at *** or ***).
On August 2, 2020, *** confirmed that because the airline initiated the schedule change after March 19, 2020, per the airline flexibility policy, no refund will be provided. The customer will keep an airline credit for the unused flights. The credit is valid for 24 months from the cancellation date.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier on this itinerary. We hope Ms. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Ms.’s refund request. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On January 24, 2020, my boyfriend and I booked round-trip flights to and from Barcelona, Spain through Expedia.com. While we were on our trip in mid-March, President Trump announced that the US would close its borders as a result of COVID-19. Our return flight (which we had booked through Expedia.com) notified us the following day that our flight was cancelled. We were therefore stranded in Barcelona. In an effort to get home, I had to book another flight, which I thankfully did without using Expedia.com. Due to the emergency situation, it was impossible to reach Expedia by phone as their lines were clogged up, so we decided to wait until we got home to file a claim for a refund. We had purchased the insurance policy with Expedia's insurer, AIG, so we did not think it would be an issue to get our refund, since it was guaranteed when we purchased the insurance policy.
In late March, we sent all necessary documents to prove our cancelled flight and the added costs of replacement flights, transportation, and lodging. After over a month, we received the first correspondence from AIG via email asking for additional documentation. We believed we had already provided the requested documents, but we sent and uploaded them again. Two weeks later, we received the exact same email from AIG asking for those same documents. When we tried to call AIG, they transferred us to Expedia, who then transferred us back to AIG saying that AIG handles all their refund claims. Ultimately, I have been hung up on many times by these representatives after multiple transfers. It has become clear that they are passing the blame back and forth with no intent to issue our refund. I have also repeatedly emailed their claims department, but I only get the same email in response asking for documents I have already provided. I feel I have exhausted all avenues by which to request my refund and Expedia/AIG is intentionally depriving me of such a refund because they do not wish to pay it. I have had no other recourse but to reach out to the Revdex.com in hopes of getting a return of my over $1,000 loss.
Expedia.com Response
• Aug 10, 2020
August 10, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Mrs. (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for half the cost her original flight, her new flight and hotel.
Upon review, on 23 January, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with United, from San Francisco, CA to Barcelona, Spain, departing on March 10, 2020, and returning with *** Air lines, from Barcelona, Spain to San Francisco, CA on March 16, 2020.
On March 12, 2020, *** Air lines initiated an airline schedule change and cancelled Mrs.’s booking.
On March 13, 2020, Mrs. self-booked a new return flight for two passengers under itinerary ***. A one-way fare with *** Airways, from Barcelona, Spain to San Francisco, CA, departing on March 15, 2020.
Due to the abundance of calls received during the Coronavirus outbreak, and the issues Mrs. encountered when trying to reach us, we have started processing a refund in the amount of $548.55 to be credited to the original form of payment used to book the new return flight (itinerary ***). This amount equals the price of one ticket, as the original booking was for one passenger.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On 2/6/2020, I made a reservation through Expedia for a full size van (12-15 passenger) for 7/23/2020 through 8/5/2020 and paid in advance $945.49. Expedia sent me confirmation showing that the rental was booked through *** for these dates. My credit card was charged on 2/8/2020.
Today (6/22/2020), I decided to double check all my reservations. The Expedia email referenced a *** confirmation number, but the *** website did not recognize it, so I called ***.
They advised that it showed as an incomplete reservation, and that no vehicle type was specified. When I told them that the vehicle type was a full size van, they said that there were no full size vans in that location, nor were they willing to obtain a full size van before the reservation date (over a month in the future). They advised me to call Expedia, which I did.
First, spoke to "Nick" in an offshore call center. He told me that he would have the back-office staff research the issue and e-mail me. I told him that that would not be acceptable as their previous e-mail (the confirmation of the reservation) was not worth anything. I asked to speak to a supervisor. He transferred me to the Phoenix call center, where I spoke to "Lyn" (id #) on Customer Service Tier 2. Explained the whole problem all over again. She tried to tell me that my credit card had not been charged for the reservation, and I had to send her a copy of my February *** credit card statement showing the charge. Lyn asked me if obtaining a refund for the $945.49 and cancelling the reservation would be an acceptable outcome. I advised that this was NOT acceptable solution - that I wanted them to honor the contract that they had made in February. I pointed out that I was bringing the issue to their attention (as opposed to them discovering the problem and bringing it to mine), and that they should be able to resolve the issue before the reservation date. I further advised that while waiting on hold, I had been able to determine that *** does have full size vans available on the dates in question at that location. Any increase in cost should be borne by Expedia because of their service failure. She said that she could request a refund on the initial *** booking, and rebook on ***, but that she could not guarantee that I would be refunded the difference, since now the price was 3x higher. Since I had already been on the phone for 2 hours at that point, I wanted a resolution and I asked to speak to her manager if that was what it was going to take to make things right. I was disconnected twice, and now am on another lengthy hold.
Expedia.com Response
• Aug 03, 2020
August 3, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his car reservation.Our records indicate that on February 7, 2020, Mr., or an authorized user of the Expedia account, self-booked a car rental on Expedia’s website, under itinerary ***. The reservation was for a full size van with *** at San Antonio, TX for July 3 - August 5.Upon review, on June 22, 2020, Mr. contacted Expedia and advised the car type he has selected is unavailable at ***. An Expedia agent tried to contact the car rental but was not able to reach them.On June 23, 2020, we sent an email to *** to request a refund, and to Mr. advising Expedia has requested a refund.On June 25, 2020, we received a response from *** advising the reservation was cancelled on June 22, 2020. Mr. has received a full refund of $945.49 for the cancelled prepaid booking. The refund was issued to Mr.’s original form of payment on June 24, 2020.We regret that Mr.’s experience was not as we would have hoped and for any subsequent inconvenience caused by *** not being able to honor his original reservation. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you, Victor PCorporate Correspondence Team
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.
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
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
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
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 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
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.
Due to state and employer restrictions placed in response to COVID-19, I was forced to cancel a prepaid hotel reservation of almost $1,500 booked through Expedia. Expedia told me that it was non-refundable by hotel policy, unless the hotel itself would authorize a refund, which they promptly agreed to when I called them directly. After waiting until within 7 days of scheduled travel, I called Expedia customer service to again explain the situation and the circumstances. I was told that a ticket had been opened and that I'd receive a resolution via email within 30 days.
After waiting the 30 days, I called again because I was not contacted by Expedia in any format. On this call, I was told that the hotel had agreed to refund the stay due to COVID-19 circumstances, BUT Expedia was going to issue a travel credit instead of a refund. I protested this over the phone, as not only is it the hotel's money to decide to give back, but due to the nature of the pandemic, I certainly don't plan to do any travelling soon. I was told I had no choice and that again, within 30 days I would receive an email to deliver and explain the travel credit.
After waiting the next 30 days, I called a third time to be told that the email and credit should arrive within 6 days. Of course, it did not and I called back about two weeks later only to be given the EXACT same wait 30 days speech!! It's unbelievable at this point. I strongly but professionally plead my case to customer service again but was told over and over, "There's nothing I can do for you, you have to wait the 30 days for your credit, that's the policy." I continued to not be satisfied with this response because I knew it was untrue, like the times prior. Eventually the agent offered to transfer me to his Supervisor, and I gladly accepted, only to be placed on hold for 10 minutes and then promptly hung up on without speaking to another person. I'm at a dead-end, Expedia has made it clear that they are going to avoid correcting this problem.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the *** for check-in April 10 and check out April 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
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 reservation was canceled on March 18, 2020. Customer care was contacted on May 09, 2020 in regards to the refund for the reservation.After reviewing the reservation it is eligible for a full refund.
Conclusion/Resolution:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
A refund in the amount of $1442.24 USD has been issued to the card on file Hotels.com issues refunds within 7-10 business days although the bank may take longer.
We deeply appreciate our customer's patience and understanding during this time.
Kind Regards,
Lesa GConsumer RelationsHotels.com
Customer Response
• Jul 24, 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 purchased tickets to fly to hawaii in June, because of the Covid and both my husband and my health issues, our doctor recommended we not travel since we could contact the virus he recommended that we not travel. I have been trying for over a month to receive my refund, today 6/18/2020 I called and the first person I talk to from expedia stated we were eligible for a refund, she stated she had to transfer us to another department, I was on the phone for almost 2 hours when a gentleman answered and stated he would process our refund. Then the phone line became dead. The person has stated if we got disconnect he would call me back, no call returned. I went on line to chat with expedia and they stated that I could only get a credit. This is crazy I was told I could get my refund, then from the same company only on a chat I was told only a credit. Whats going on?? All I can say is dont use Expedia, they dont care if you have a health issue or are over 60. I wish I had checked this site and seen all the complaints before booking with Expedia. With all the hard times right now you think they would care about their customers. If you want a good deal dont book with Expedia!!
A vacation was booked and paid in full prior to checking in at the resort in Cancun, Mexico. Upon check-in I was told that our reservation did not cover my 16 year sister, who is a minor, in which our reservation stated such. Even though the vacation was paid in full and confirmed, upon check-in it was demanded that I pay an additional $766 in order to check-in our entire party and receive keys to our rooms, because she should be treated as an adult. At this point, we had no other options or anywhere to go as we're from the US traveling to a foreign country. This treatment was basically a bait and switch by their front desk employees knowing that there would be nothing else a party of 4 foreign people could do but pay the extra fee to check-in. At no time during the reservation process was it disclosed that a minor of 16 would be treated as an adult, and charged an additional fee at check-in, which was not calculated correctly as the difference would have only been the food cost (I'm guessing) since the rooms were already included no matter what the age the guests are. We didn't get a full break down of how they arrived at that amount either, but rather there an short explanation that there was nothing they can do and either we check-in or leave without a refund of our money from the paid reservation.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation for the *** All Inclusive, for check-in March 09, 2020 and check-out March 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
Cancellations or changes made after 5:59 PM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 2 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 reservation was made for two rooms under the names of *** with 1 Adult and 1 child. In a room with a max occupancy of two. The second was made under the name of *** with 2 Adults and 0 children with a max occupancy of two.Customer care was contacted on March 09, 2020 in regards to obtaining a refund of the additional charges for the reservation. When customer care received the request they contacted the property to advocate for a refund of the additional charges on the customer's behalf which was unfortunately denied as the property did not consider the 16 year old a child.
Conclusion/Resolution:
We apologize for any frustration our customer has experienced with this reservation.
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 hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund for the additional charges. To prevent similar issues such as this in the future, we recommend reviewing the ages of the inputted children prior to completing the reservation.
Thank you for giving us the opportunity to address the customer's concerns.
Kind Regards,
The Expedia Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because: The age range for a child was not disclosed. This is unacceptable to charge a customer an additional amount or forfeit their entire preapaid vacation because Expedia did not coordinate the arrangement correctly. The additional charge that Riu charged me need to be reimbursed for the lack of transparency on Expedia's partnership with ***.
Ive purchased an airline ticket for *** air via expedia and I have contacted multiple times for refund. First I was told to contact *** air so I did and they said they have sent a wavier to authorize refund to me. Expedia refuses to check that and everytime I contact them I am told different things and today after going back and forth about 3, 4 times I am told that refund is not possible.
Expedia.com Response
• Aug 03, 2020
August 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airways. Our records indicate the on December 14, 2019 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. A round trip with *** Airways from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020.Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. Per airline policy customer was advised only applicable for Future Travel Credit and Mr. decided to submit refund claim online. On May 31, 2020 Mr. contact Expedia via chat requesting to be refunded for the flight. Our agent advised customer only qualifies for Future Travel Credit and also helped customer to submit refund online. Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. 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, Monica *** Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because:
Expedia is mixing up 2 different refunds.
"Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. " No, I did not self cancel the trip from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020."
The one I cancelled my self was the itinerary# *** see attachment#1 and attachment #2 to see that I did not self cancel ***. But rather it was cancelled by the airline.
"Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. "
The amount specified here is completely wrong; again, the amount of $799.85 corresponds with the itinerary# ***, please refer to attachment #1 again.
"Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways."
What does this have to do with me getting a refund? I contacted Revdex.com on June 19th because after I contacted Expedia and *** air at least 2 times, I did not get anywhere. Additionally from my understanding, company policies and rules do NOT supersede regulations. Please see attachment #3. and their response I got on attachment #4
"Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. "
This is irreverent since *** airline, when I called them 3 times to resolve this issue with Expedia, has said they are authorizing Expedia to refund me, Expedia was simply barring me from getting refund from *** Airway.
"After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. 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."
This is because I mentioned about the enforcement letter from the department of transportation; after the *** airline representative got frustrated with the fact that Expedia has denied my refund request numerous times. She informed me about the DOT enforcement letter and told me to bring it up in the conversation.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation/new information Mr. provided to further address his concerns.
We have advised Mr. in the previous email that “After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. “ If Mr. would like to reject this refund he would need to do so with this bank.
The refund is being issued back to the original form of payment used to make the reservation and may take up to 8 weeks to post.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
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 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 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.
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
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
I'm writing to file a claim against Expedia.com for not issuing a refund for a $1,086 flight to Seoul, South Korea that I was not able to take due to COVID-19.
Here's an account of experience with booking/cancelling through Expedia:
1. An *** flight to Seoul was purchased on 2/11 through Expedia in the amount of 1,086.14.
2. In early March I called Expedia and spoke with an agent about cancelling my flight. He told me that if I cancelled at that point, I would be charged a $200 cancellation fee and I could then dispute that due to the fact that I had purchased trip insurance. He then advised me to wait until closer to my travel date in hopes the airline itself would cancel my flight.
3. When it was clear *** had no intention of cancelling the flight despite the health crisis, I attempted to cancel my flight through Expedia. Was disconnected due to my travel not being within a 72 hour window.
3. Attempted to cancel the flight within the 72 hours before scheduled travel, and the phone lines were jammed. I tried several times for shorter periods, but my longest hold was on March 28th for 6.5 hours, no answer.
4. I received nothing but error messages when attempting to cancel my flight online.
5. Online chat option just went in circles, informing me that I needed to call in to cancel. Obviously, that doesn't work when no one answers the phone.
6. I checked ***'s site to attempt to cancel through them, but their information explicitly states that if the reservation was booked through a travel site (such as Expedia) that I would have to go through them to cancel.
7. Expedia's Revdex.com profile acknowledges that callers were not able to contact them either by phone or online to cancel travel plans.
8. Filed disputes with my credit card company (***/***) but they deemed the charges justified as I did not cancel within the policy guidelines (even though it was completely impossible to do so).
9. Attempted to contact Expedia for help, talked with a kind agent named Monique who attempted to put me on a phone discussion with a manager. Waited for over an hour only to be disconnected because I didn't reply to the 6th "sorry for the wait" message she sent. I was still waiting on hold but she hung up the line when she left the chat.
10. I cannot connect with anyone now over chat, just keep getting this message : "Thanks for getting in touch! All of our chat agents are currently helping other customers, so we can’t chat with you right now. Sorry for any inconvenience."
I would really appreciate if Revdex.com could look into this case of Expedia.com completely evading their responsibility to consumers because of their inability to handle the crisis adequately. I understand it's an unprecedented time, but that doesn't mean we consumers have to pay the price in dollars so that Expedia can keep undeserved income for travel that was never able to happen.
Thank you
August 2, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand from Ms.’s complaint that she was not able to get through the Expedia phone lines to cancel her flight booking prior to her trip start date.
Our records indicate that on February 11, 2020, Ms. or an authorized user of the account booked a flight ticket to Seoul, South Korea. The booking is for a roundtrip flight departing on March 29, 2020 from Denver, CO to Seoul, South Korea via ***, and returning April 7, 2020. The booking also included a Flight Protection Plan. Total cost of the booking was $1,086.14.
At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 5, 2020, Ms. called in to request cancellation due to Covid-19. The customer was then advised by an agent the rules and restrictions on the ticket, as well as the airline cancellation fees. The agent documented to have advised the customer to call again closer to the travel dates as *** does not have a Flexibility Policy in place impacting customer’s travel dates at the time of call.
On March 20, 2020, *** initiated a schedule change. The customer’s flights were cancelled; however, the airline was no longer authorizing refunds for cancelled flights. ***’s flexibility policy states that customers will receive future travel credits for flights cancelled due to an airline schedule change on or after March 19, 2020.
After further review we can confirm that on June 22, 2020, The customer reached out to a chat agent requesting a refund. Chat agent documented that customer was advised of the future travel credit. Per the agent’s case notes, customer requested to speak with a manager; however, no other documented contacts made by the customer was found.
In addition, Ms. was advised of the Terms and Conditions of her Flight Protection Plan, which was also available to her at booking and within her booking confirmation email. The Plan is administered by ***, and any claims can be made directly with them at the contact details provided to Ms. in his confirmation email (***), or by phone at *** or ***).
On August 2, 2020, *** confirmed that because the airline initiated the schedule change after March 19, 2020, per the airline flexibility policy, no refund will be provided. The customer will keep an airline credit for the unused flights. The credit is valid for 24 months from the cancellation date.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier on this itinerary. We hope Ms. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Ms.’s refund request. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Aida R ***Corporate Correspondence Team
On January 24, 2020, my boyfriend and I booked round-trip flights to and from Barcelona, Spain through Expedia.com. While we were on our trip in mid-March, President Trump announced that the US would close its borders as a result of COVID-19. Our return flight (which we had booked through Expedia.com) notified us the following day that our flight was cancelled. We were therefore stranded in Barcelona. In an effort to get home, I had to book another flight, which I thankfully did without using Expedia.com. Due to the emergency situation, it was impossible to reach Expedia by phone as their lines were clogged up, so we decided to wait until we got home to file a claim for a refund. We had purchased the insurance policy with Expedia's insurer, AIG, so we did not think it would be an issue to get our refund, since it was guaranteed when we purchased the insurance policy.
In late March, we sent all necessary documents to prove our cancelled flight and the added costs of replacement flights, transportation, and lodging. After over a month, we received the first correspondence from AIG via email asking for additional documentation. We believed we had already provided the requested documents, but we sent and uploaded them again. Two weeks later, we received the exact same email from AIG asking for those same documents. When we tried to call AIG, they transferred us to Expedia, who then transferred us back to AIG saying that AIG handles all their refund claims. Ultimately, I have been hung up on many times by these representatives after multiple transfers. It has become clear that they are passing the blame back and forth with no intent to issue our refund. I have also repeatedly emailed their claims department, but I only get the same email in response asking for documents I have already provided. I feel I have exhausted all avenues by which to request my refund and Expedia/AIG is intentionally depriving me of such a refund because they do not wish to pay it. I have had no other recourse but to reach out to the Revdex.com in hopes of getting a return of my over $1,000 loss.
August 10, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Mrs. (Revdex.com case number ***) regarding his package reservation. We understand the customer is requesting a refund for half the cost her original flight, her new flight and hotel.
Upon review, on 23 January, 2020, Mrs., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with United, from San Francisco, CA to Barcelona, Spain, departing on March 10, 2020, and returning with *** Air lines, from Barcelona, Spain to San Francisco, CA on March 16, 2020.
On March 12, 2020, *** Air lines initiated an airline schedule change and cancelled Mrs.’s booking.
On March 13, 2020, Mrs. self-booked a new return flight for two passengers under itinerary ***. A one-way fare with *** Airways, from Barcelona, Spain to San Francisco, CA, departing on March 15, 2020.
Due to the abundance of calls received during the Coronavirus outbreak, and the issues Mrs. encountered when trying to reach us, we have started processing a refund in the amount of $548.55 to be credited to the original form of payment used to book the new return flight (itinerary ***). This amount equals the price of one ticket, as the original booking was for one passenger.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you,
Victor ***Corporate Correspondence Team
On 2/6/2020, I made a reservation through Expedia for a full size van (12-15 passenger) for 7/23/2020 through 8/5/2020 and paid in advance $945.49. Expedia sent me confirmation showing that the rental was booked through *** for these dates. My credit card was charged on 2/8/2020.
Today (6/22/2020), I decided to double check all my reservations. The Expedia email referenced a *** confirmation number, but the *** website did not recognize it, so I called ***.
They advised that it showed as an incomplete reservation, and that no vehicle type was specified. When I told them that the vehicle type was a full size van, they said that there were no full size vans in that location, nor were they willing to obtain a full size van before the reservation date (over a month in the future). They advised me to call Expedia, which I did.
First, spoke to "Nick" in an offshore call center. He told me that he would have the back-office staff research the issue and e-mail me. I told him that that would not be acceptable as their previous e-mail (the confirmation of the reservation) was not worth anything. I asked to speak to a supervisor. He transferred me to the Phoenix call center, where I spoke to "Lyn" (id #) on Customer Service Tier 2. Explained the whole problem all over again. She tried to tell me that my credit card had not been charged for the reservation, and I had to send her a copy of my February *** credit card statement showing the charge. Lyn asked me if obtaining a refund for the $945.49 and cancelling the reservation would be an acceptable outcome. I advised that this was NOT acceptable solution - that I wanted them to honor the contract that they had made in February. I pointed out that I was bringing the issue to their attention (as opposed to them discovering the problem and bringing it to mine), and that they should be able to resolve the issue before the reservation date. I further advised that while waiting on hold, I had been able to determine that *** does have full size vans available on the dates in question at that location. Any increase in cost should be borne by Expedia because of their service failure. She said that she could request a refund on the initial *** booking, and rebook on ***, but that she could not guarantee that I would be refunded the difference, since now the price was 3x higher. Since I had already been on the phone for 2 hours at that point, I wanted a resolution and I asked to speak to her manager if that was what it was going to take to make things right. I was disconnected twice, and now am on another lengthy hold.
August 3, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his car reservation.Our records indicate that on February 7, 2020, Mr., or an authorized user of the Expedia account, self-booked a car rental on Expedia’s website, under itinerary ***. The reservation was for a full size van with *** at San Antonio, TX for July 3 - August 5.Upon review, on June 22, 2020, Mr. contacted Expedia and advised the car type he has selected is unavailable at ***. An Expedia agent tried to contact the car rental but was not able to reach them.On June 23, 2020, we sent an email to *** to request a refund, and to Mr. advising Expedia has requested a refund.On June 25, 2020, we received a response from *** advising the reservation was cancelled on June 22, 2020. Mr. has received a full refund of $945.49 for the cancelled prepaid booking. The refund was issued to Mr.’s original form of payment on June 24, 2020.We regret that Mr.’s experience was not as we would have hoped and for any subsequent inconvenience caused by *** not being able to honor his original reservation. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Thank you, Victor PCorporate Correspondence Team
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.
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
Scam. I was using the Canadian site and was changed American dollars. Wont refund me
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
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
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 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
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
Due to state and employer restrictions placed in response to COVID-19, I was forced to cancel a prepaid hotel reservation of almost $1,500 booked through Expedia. Expedia told me that it was non-refundable by hotel policy, unless the hotel itself would authorize a refund, which they promptly agreed to when I called them directly. After waiting until within 7 days of scheduled travel, I called Expedia customer service to again explain the situation and the circumstances. I was told that a ticket had been opened and that I'd receive a resolution via email within 30 days.
After waiting the 30 days, I called again because I was not contacted by Expedia in any format. On this call, I was told that the hotel had agreed to refund the stay due to COVID-19 circumstances, BUT Expedia was going to issue a travel credit instead of a refund. I protested this over the phone, as not only is it the hotel's money to decide to give back, but due to the nature of the pandemic, I certainly don't plan to do any travelling soon. I was told I had no choice and that again, within 30 days I would receive an email to deliver and explain the travel credit.
After waiting the next 30 days, I called a third time to be told that the email and credit should arrive within 6 days. Of course, it did not and I called back about two weeks later only to be given the EXACT same wait 30 days speech!! It's unbelievable at this point. I strongly but professionally plead my case to customer service again but was told over and over, "There's nothing I can do for you, you have to wait the 30 days for your credit, that's the policy." I continued to not be satisfied with this response because I knew it was untrue, like the times prior. Eventually the agent offered to transfer me to his Supervisor, and I gladly accepted, only to be placed on hold for 10 minutes and then promptly hung up on without speaking to another person. I'm at a dead-end, Expedia has made it clear that they are going to avoid correcting this problem.
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the *** for check-in April 10 and check out April 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
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 reservation was canceled on March 18, 2020. Customer care was contacted on May 09, 2020 in regards to the refund for the reservation.After reviewing the reservation it is eligible for a full refund.
Conclusion/Resolution:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
A refund in the amount of $1442.24 USD has been issued to the card on file Hotels.com issues refunds within 7-10 business days although the bank may take longer.
We deeply appreciate our customer's patience and understanding during this time.
Kind Regards,
Lesa GConsumer RelationsHotels.com
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 purchased tickets to fly to hawaii in June, because of the Covid and both my husband and my health issues, our doctor recommended we not travel since we could contact the virus he recommended that we not travel. I have been trying for over a month to receive my refund, today 6/18/2020 I called and the first person I talk to from expedia stated we were eligible for a refund, she stated she had to transfer us to another department, I was on the phone for almost 2 hours when a gentleman answered and stated he would process our refund. Then the phone line became dead. The person has stated if we got disconnect he would call me back, no call returned. I went on line to chat with expedia and they stated that I could only get a credit. This is crazy I was told I could get my refund, then from the same company only on a chat I was told only a credit. Whats going on?? All I can say is dont use Expedia, they dont care if you have a health issue or are over 60. I wish I had checked this site and seen all the complaints before booking with Expedia. With all the hard times right now you think they would care about their customers. If you want a good deal dont book with Expedia!!
A vacation was booked and paid in full prior to checking in at the resort in Cancun, Mexico. Upon check-in I was told that our reservation did not cover my 16 year sister, who is a minor, in which our reservation stated such. Even though the vacation was paid in full and confirmed, upon check-in it was demanded that I pay an additional $766 in order to check-in our entire party and receive keys to our rooms, because she should be treated as an adult. At this point, we had no other options or anywhere to go as we're from the US traveling to a foreign country. This treatment was basically a bait and switch by their front desk employees knowing that there would be nothing else a party of 4 foreign people could do but pay the extra fee to check-in. At no time during the reservation process was it disclosed that a minor of 16 would be treated as an adult, and charged an additional fee at check-in, which was not calculated correctly as the difference would have only been the food cost (I'm guessing) since the rooms were already included no matter what the age the guests are. We didn't get a full break down of how they arrived at that amount either, but rather there an short explanation that there was nothing they can do and either we check-in or leave without a refund of our money from the paid reservation.
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation for the *** All Inclusive, for check-in March 09, 2020 and check-out March 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
Cancellations or changes made after 5:59 PM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 2 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 reservation was made for two rooms under the names of *** with 1 Adult and 1 child. In a room with a max occupancy of two. The second was made under the name of *** with 2 Adults and 0 children with a max occupancy of two.Customer care was contacted on March 09, 2020 in regards to obtaining a refund of the additional charges for the reservation. When customer care received the request they contacted the property to advocate for a refund of the additional charges on the customer's behalf which was unfortunately denied as the property did not consider the 16 year old a child.
Conclusion/Resolution:
We apologize for any frustration our customer has experienced with this reservation.
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 hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund for the additional charges. To prevent similar issues such as this in the future, we recommend reviewing the ages of the inputted children prior to completing the reservation.
Thank you for giving us the opportunity to address the customer's concerns.
Kind Regards,
The Expedia Team
Complaint: ***
I am rejecting this response because: The age range for a child was not disclosed. This is unacceptable to charge a customer an additional amount or forfeit their entire preapaid vacation because Expedia did not coordinate the arrangement correctly. The additional charge that Riu charged me need to be reimbursed for the lack of transparency on Expedia's partnership with ***.
Sincerely
Ive purchased an airline ticket for *** air via expedia and I have contacted multiple times for refund. First I was told to contact *** air so I did and they said they have sent a wavier to authorize refund to me. Expedia refuses to check that and everytime I contact them I am told different things and today after going back and forth about 3, 4 times I am told that refund is not possible.
August 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airways. Our records indicate the on December 14, 2019 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. A round trip with *** Airways from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020.Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. Per airline policy customer was advised only applicable for Future Travel Credit and Mr. decided to submit refund claim online. On May 31, 2020 Mr. contact Expedia via chat requesting to be refunded for the flight. Our agent advised customer only qualifies for Future Travel Credit and also helped customer to submit refund online. Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. 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, Monica *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is mixing up 2 different refunds.
"Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. " No, I did not self cancel the trip from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020."
The one I cancelled my self was the itinerary# *** see attachment#1 and attachment #2 to see that I did not self cancel ***. But rather it was cancelled by the airline.
"Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. "
The amount specified here is completely wrong; again, the amount of $799.85 corresponds with the itinerary# ***, please refer to attachment #1 again.
"Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways."
What does this have to do with me getting a refund? I contacted Revdex.com on June 19th because after I contacted Expedia and *** air at least 2 times, I did not get anywhere. Additionally from my understanding, company policies and rules do NOT supersede regulations. Please see attachment #3. and their response I got on attachment #4
"Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. "
This is irreverent since *** airline, when I called them 3 times to resolve this issue with Expedia, has said they are authorizing Expedia to refund me, Expedia was simply barring me from getting refund from *** Airway.
"After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. 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."
This is because I mentioned about the enforcement letter from the department of transportation; after the *** airline representative got frustrated with the fact that Expedia has denied my refund request numerous times. She informed me about the DOT enforcement letter and told me to bring it up in the conversation.
Sincerely
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation/new information Mr. provided to further address his concerns.
We have advised Mr. in the previous email that “After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. “ If Mr. would like to reject this refund he would need to do so with this bank.
The refund is being issued back to the original form of payment used to make the reservation and may take up to 8 weeks to post.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
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
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 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
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
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