On November 2, 2019 I booked a bundle package; flight, hotel, and car rental, for two travelers to Ireland in May of 2020 for a total cost of $2,474.82. On April 11, 2020, I received an email from Expedia advising me that the airline(***) had cancelled my flight due to Covid-19. On April 23, 2020, I received an email stating I could cancel the rest of my package for refund/credit, I was not offered the option of rescheduling which is what I would have preferred. I cancelled the hotel and car rental bookings on April 24, 2020. I have been given a refund of $416.98 towards the car rental and there is a credit coupon on my Expedia account for $531 for the hotel I would have been staying at but the coupon cannot be used in a bundle which means I would have to pay more to book the same hotel. I called Expedia on May 14th to see if I could get a refund instead of credit for hotel and airline since I cannot use the credits in a bundle package and was told "no, there was nothing they can, I could only get a credit." I purchased the package protection insurance, so I filed a claim with them right after my phone call. I received an email last night and it states, " It has been verified with your travel supplier that you have either received a monetary disbursement for the full value of your travel arrangements or a credit was offered. With this verification, we find that there are no Forfeited, Unused Trip Costs to reimburse. Therefore, there is no compensable coverage under the claim." Out of the $2,474.82 I spent I have received $947.98 in refund/credit leaving $1,526.84 still owed to me.
Expedia.com Response
• Aug 02, 2020
August 2, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 3, 2019, Mrs. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Indianapolis, IN USA to Dublin, Ireland departing on May 9, 2020 and returning on May 16, 2020. The package included package and collision protection, a car rental with a hotel stay at ***, for a check in on May 10, 2020 and a check out on May 16, 2020, $2,474.82. We understand Mrs. is requesting that Expedia compensate him to help alleviate the cost in rebooking his package and the protection plan denial. On April 25, 2020, Mrs. or an authorized user accessed Expedia’s website and used our self-service tool to cancel the package. A hotel voucher for $531, was issued for the *** reservation. In addition, a refund $77.00 and $339.98, for both the Collision plan and car rental, was processed back to the customers original form of payment. It may take up to 30 days for Mrs. to receive the refund, depending upon her financial institution. On May 14, 2020, Mrs. contacted Expedia to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $1,334.72, was issued. However, *** Airlines is not permitting a refund but a penalty fee waiver to rebook until, December 31, 2021. This is based upon their non-refundable restrictions.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over *** Airlines ticket terms. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In regards to the hotel a voucher it was created for a total of $531. Therefore, Expedia advised Mrs. that in canceling her hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($531) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we can assist with changes or cancellations of the booking following the vendors’ terms and conditions, we cannot discuss any claim regarding Travel Guard/Aon Affinity services offered via the Expedia website which is not operated by Expedia.On August 2, 2020, Expedia contacted *** to determine if Mrs., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. However, the approval or denial is up to *** since we act only as an agent for their product and we do not have the authority to override their booking policy.When Expedia receives the response from the hotel manager we will contact Mrs. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the Mrs.’s refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I booked 2 hotel rooms though Expedia. I paid in full for both rooms. One room as you can see in my attachments was for March 20-23rd at the cost of $433.73. The second room was for March 20th-22nd 2020 in the amount of $270.98 (see attachments for verification. Amount totaling in $704.71 charged to my credit card. It is public knowledge that the *** closed on March 18th at midnight due to COVID and has reminded closed sense. They have zero plans to open back up. You can read this info on their website, google it, and they sent out an email stating they were close. This is easily accessed info. I have spend 50 plus hours on the phone with expedia talking to everyone up to the highest person in corporate office supposedly. Each person refuses to give me a refund of my money unless they can verify with the company that I did not stay there. Like I said it is public info of their closure date and it was impossible for me to stay there as my stay was not to start until March 20th and the hotel closed in full on March 18th 2020. They refuse to give me back my money until the hotel opens back up and the hotel has zero plans on opening and if it does it wont happen until after September. I have been calling and trying to get my money back sense March 19th the day I found out they were closed and I could not stay there. I need help! they have taken my $704.71 and I have received no service as the hotel was close. It’s a billion dollar company that is stealing from its customer.
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that these reservations were created on December 09 and 29, 2019 via mobile app for arrival on March 20, 2020 and departure on March 22 and 23, 2020. At the time of booking, the customer agreed to the following cancellation policies:A non refundable policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.A partially refundable policy: Cancellations or changes made before 11:59 PM local hotel time, Friday, February 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on June 18, 2020 to obtain a full refund for the reservations. Even though the reservations were not refundable customer care did contact the property to request a refund for both bookings. Unfortunately, they were unable to obtain permission to issue any credits. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific cancellation policies.Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $419.73 USD and $325.18 USD The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The XXX Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased a package for a trip to Dubai with Expedia on March 10th. This was before the Corona Virus outbreak. This package included a hotel reservation and plane tickets for three people, one adult, two minors, and I purchased an additional warranty to guarantee I would get my money back if I chose to cancel. I initially didn't purchase the warranty. They called me a couple of days after my purchase and told me it would be a good choice to guarantee the safety of my money. I then purchased the warranty for almost $200 more dollars. I ended up canceling this trip in April due to Corona and borders being closed thinking this warranty would make my refund easy. I was able to get my money back from the hotel, but couldn't get it back for my flights, instead, they gave me airline credit. I called all the time but wasn't able to reach them until a couple of days ago. I expressed I had no desire to get airline credit, I want my money. I used my credit card to purchase these tickets and have been being charged interest since March. I haven't been being paid consistently, I have bills to pay, children to feed, and rent I have to worry about. I have no desire to travel anytime soon with this pandemic nor do I have the means to. I tried to express this to them and they refused. They said it was the airline's policy, specifically *** Airlines. They were non-refundable flights and I couldn't get my money back. I asked to speak with their manager and was just passed to another employee, this happened several times. I ended up calling the airline and they actually tried to return my money with no hesitation or problem. They fully understood with Corona there was nothing I could do, however when the employee tried to refund my money she kept getting denied access. She then asked me who I purchased my ticket with and when I said Expedia she said only they had control over it. I then called Expedia back, and they tried to put me through the same process as before. I was already frustrated as I had just spent almost 4 hours in this whole process. I told them that if they weren't going to give me my money back I didn't care about their stupid policy. They tried to blame it on the airline, but I cut them off and explained what happened on the call with the *** employee. I then told them how much they had made me suffer and that I would make sure people knew about their scams. These are conditions no one had control over, I shouldn't have my $2,436.78 being held captive over something I could not control.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including 12 nights with the ***
Dubai, and roundtrip flights via itinerary ***. The
customer canceled the hotel on March 16, 2020 and received a full refund. The
customer called and canceled the flight on April 18, 2020. The airline was still
operating the flights. As the flights were nonrefundable a refund is not
possible.The
flight fare rules note that changes can be made with a change fee of $300.00
and any fare difference. The new tickets must be booked for *** Airlines
flights, with the same country of departure, for the same passengers, and
booked within one year of the original purchase date. The change fees would be
covered by the coverage on itinerary ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 01, 2020
Complaint: ***
I am rejecting this response because: When I bought the ticket I paid the protection the value of $175 in case something happen, I canceled the hotel and flight the same day but they refund the hotel, but they did canceled the flight. I have tried to contact them so many times it was impossible. they would only talk to people who were traveling right the way. More than a month I was contacting them by phone as well online, it was impossible to talk to someone.They never said that the ticket wasn't refundable they advice me to buy a protection plan in case something happen. A month and half later when I got in touch with them they talk to contact the *** Airline.I contact them and were canceled the ticket but it wasn't successful because expedia is the only one to do it, also when I got to talk them expedia them told me I have 24 month to used the ticket, I told them that I used my credit card to buy the ticket , I need to pay them back quickly before the interest. My income has decreased because I am the only one who's working my husband lost his job and I have to feed three children pay the rent and other expenses. I also told them that by the time of my vacation I won't be able to do so because of the pandemic and the borders are closed. The date of my travel was July 21 to August 3. Still now the borders are closed.
Sincerely
Expedia.com Response
• Aug 05, 2020
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***.The
customer purchased the package on March 1, 2020. The cancelation was requested
on March 15, 2020. At that time the coverage was nonrefundable. Refunds are not
provided for coverage if claims are not required.While we
understand that the customer prefers a refund for the flights, we are unable to
provide a refund based on preference. The *** Airlines tickets can be
reused. The airline is waiving change fees to a point. Any change fees that are
not waived would be reimbursable by the coverage. The airline is extending
validity for many tickets, and periodically adds validity time to tickets that
have already been extended or adds new travel dates to the extension policy.The
customer may also contact *** Airlines and request to transfer the tickets
to a credit certificate. Some airlines are allowing this or working on ways to
offer this as a possibility. If the airline is able to allow this as an option
it may provide greater validity and flexibility. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because: I contacted the airline myself and they tried to refund me my money and said that they only couldn't do so because I made the purchase through Expedia. They then instructed me to contact Expedia for my refund. I do not want the points or any certificate I want my money. My husband is unemployed and we have 3 children, we struggle to pay our rent and keep food on the table and on top of my existing bills I have to pay the credit card company for the loan I took out for the plane tickets plus interest. Getting my money back will cut one major expense from my life. Also, being a teacher it is currently summer and I'm not exactly getting paid the same way I would be during the school year or any other normal summer which makes it all 10x harder; especially with no second income. It is also impossible to find part time jobs in my area, all the businesses are being hit hard and aren't hiring. I just want to find as much peace of mind as possible during these times and that's quite hard to do with my money being held hostage. If circumstances were different I would have no problem accepting the credit, but I have no desire to travel; I just want to pay my bills and feed my family.
My flight companion and I purchased flights several months ago that got cancelled due to the pandemic. Expedia issued us flight credits to use instead of a refund. We ended up booking a flight to visit family in Dallas Texas using the credits we had been issued. Our first problem with Expedia was that in order to book this trip using our credits the phone call took 2.5 hours. They also gave us an additional headache by insisting that we had to purchase two separate one way tickets. We received confirmation emails and confirmed ticketing emails. On the second day of our newly booked vacation we received communication from Expedia saying that our return flight reservation was cancelled. Upon further investigation with the airline, Expedia never completed our booking and issued tickets despite what our confirmation and ticketing emails showed. Combined my flight companion and I have spent 21 hours placed on hold, waiting for callbacks that never came and arguing with not only agents and supervisors but also corporate managers. We received numerous apologies but never got a solution. Due to Expedia’s disgraceful “customer service”, we were forced to book our flight without Expedia’s help. Our new flights cost $302 and we still have $174 left in Expedia airline credits that we will probably never use. Expedia not only owes us an apology but we deserve compensation for the 21 hours of our time spent dealing with them but for our new flights and the credit amount we have remaining. We will never use Expedia again.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with American
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with ***
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
On 9/10/2019 we purchased 2 1-st class tickets form Expedia. Last month due to COVID-19 our itinerary was canceled, but when we requested a full refund of the $6688.86 payment for canceled tickets instead of issuing credit back to our credit card, Expedia contacted *** Airlines, who only agreed offering credit toward a future flight within next 12 months. Since we have no plans traveling on *** Airlines (not next year and not in the foreseeable future!) we have repeatedly request a refund from Expedia either in cash or credit card refund, but claim our 1-st class tickets are not eligible for a refund, even if the flight was canceled due to COVID-19!!!
Expedia.com Response
• Jul 31, 2020
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with *** Airlines due to the COVID-19.Our records indicate that on September 10, 2019, the customer, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from New York, NY to Baku, *** departing on June 13, 2020, and returning on June 22, 2020.Upon review, on May 27, 2020, Mr. requested to cancel the flight.On June 10, 2020, Mr. contacted Expedia and asked for a credit for the cancelled flight.On June 19, 2020, Mr. was sent an email stating he would receive an airline credit through *** Airlines. *** Airlines was the operating carrier on this itinerary. *** Airlines has informed us that they are not providing refunds but are allowing customers to change their reservations without paying a change fee. Thus, Expedia has provided Mr. a flight credit with *** Airlines.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.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. Based on the above information, Expedia is unable to honor Mr. refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor ***Corporate Correspondence Team
Customer Response
• Aug 01, 2020
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID. It appears as Expedia merely presents
itself as an online portal and not an online travel agency. I'd strongly
recommend emphasizing this fact on their website rather than in fine print of
their legal department.
According to rezgo.com,I quote:
"What is Expedia?Expedia is an online travel agency (OTA) initially launched in October 22, 1996 as the first Microsoft internet property. In 2001, Bill Gates decided to spin off the property to become a public company and raise the financial portfolio of Microsoft. Expedia is headquartered in Bellevue, Washington with localized sites for over 30 countries.It books airline tickets, hotel reservations, car rentals, cruises, vacation packages and various attractions and services via the World Wide Web and telephone travel agents. The site uses multiple global distribution systems (GDS) like Amadeus or the Sabre reservation systems for flights and for hotels, Worldspan and Pegasus, along with its own hotel reservation system for contracted, bulk-rate reservations."Please help protecting unsuspecting Expedia customers
from similar mishaps, while they assume dealing with an online travel agency.
Canceled my flight and hotel 20 hours after booking them. Was notified by ***irlines that I was given a credit vs a refund even though it says "Cancel within 24 hours and get a full refund." EVERYWHERE.
Expedia's customer support was horrible. I ended up being on the phone for 5 hours straight. I was speaking with an operator working from home -- his dog kept barking and kids were making noises. There was a language barrier and nobody could give me a straight answer.
When I realized they were not going to budge on giving me a refund, I decided to use my flight credit and that's when nightmare #2 began. My flight reservation was in a pending status on ***irlines for 3-4 days. I called *** and they said it was something on Expedia's end - waiting for payment to go through. I could not believe I was getting screwed over *G*IN. *t this point, not even knowing if I was going to be able to pick seats for me and my wife so we could sit together in first class, I called Expedia to cancel again. I thought maybe there would be a small glimmer of hope that I could talk to someone who knows what they are talking about and I could get a refund.
In the end, I was on the phone for 2 hours and the only way out, was to pay a $400 cancellation fee. The "supervisor" gave me canned responses, "Sorry for the inconvenience...." and at one point I could hear her laughing with the girl sitting next to her WHILE she was processing my $400 fee.
I'm out $400 and no trip.
I booked a vacation using Expedia to travel to Poland and purchased trip cancellation insurance through Expedia. Due to COVID I had to cancel the trip due to border restrictions of the Polish government. I had to then cancel my trip. Expedia refunded the hotel portion of the trip but does not seem to be honoring nor refunding the airline portion. I have spent well over 10 hours on the phone only to be transferred or hung up on. The way I see it, once I booked the trip with Expedia that formed a contract between Expedia and myself. Expedia owes me the refund, not the insurance company. How they collect on the claim from the trip cancellation insurance is their problem. Thank you for your help.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.com
Expedia – 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 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 complaint #***) regarding a flight reservation.
Our records show on December 19, 2019, Mr. self-booked a flight reservation on our website. We understand from Mr. complaint he was unable to travel due to border restrictions caused by Covid-19. Mr. is requesting a full refund for the airline tickets he purchased.
Upon researching the customer’s complaint, we have been informed that in June 2020, Mr. was emailed by Expedia and informed that the airline had authorized a refund for the tickets. Generally this type of refund can take up to 8 weeks depending on the financial institution.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The tickets were submitted for refund and we will not be informed when or if the customer has already received the refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia is RIDICULOUS!! I booked my trip and flights over a month in advance. Days before the trip, the flights were changed & hotel cancelled. Got it straightened out after hours on the phone. It's time to leave & as we get ready to go, our flight was cancelled. Whatever, we stayed another night. We get to the airport to find out that our flight was never transferred by Expedia, after they had charged us over $300 to get this flight. We have been on the phone now for almost 5 hours (the day before when it was originally cancelled, we were on the phone for 6 hours). Because of how long we have waited, we have now missed every flight to any nearby airports -- we were not going to be picky at this point as long as we were closer to home. They are suggesting we wait another 4 days for a flight home. I have absolutely no words. I have worked customer service so I get it is not easy, but they should not be so negligent and slacking so much. It is absolutely ridiculous that I am now stuck 20+ hours away from home after having paid for my flights and then some after it had changed. Other than that our stay at *** Suites was absolutely wonderful!
They tried to charge me an extra $1000 for a flight I already booked and then didn't want to refund me the money...all one month before my trip. Now they are giving me the run around for my refund. I will never use them again for anything. I have two emails from them one saying I will get the full refund and then 20 days later they tried to send me a different one saying they gave me a credit!! After calling and letting them know this is fraud and I have the email stating they would refunf me 20 days ago they all of a sudden figured out the problem and will be issuing the refund. Make sure you have your documentation so they don't try and screw you over because they will.
I booked a non refundable hotel in Barcelona, Spain for the nigh of June 13. On May 27, I checked the cancellation offers due to Covid-19 travel restrictions and Expedia's virtual agent stated that I could cancel for full refund so I cancelled. I received email confirmation of the refund and have screen shots of the cancellation using the virtual agent. On June 15 I received an email from Expedia that a voucher for that specific hotel had been issued. I have spent 2 mornings trying to get Expedia to honor their written promise of a refund and they completely refuse. If I had been offered a coupon I would have left the reservation and filed with my travel insurance, now I have a coupon to a hotel 1000s of miles from home that has to be used in the next 12 months. I have no idea if I can travel in that time. Expedia made a promise and changed the terms after the fact. To make it worse they refuse to even acknowledge that their offer impacted my decision.I have the email stating refund and screen shots of the cancellation that promised refund.
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 February 24th, 2020 via Expedia Group website for arrival on June 13th, 2020 and departure on June 14th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.June 16th and June 28, customer contacted our customer care team and was notified that the voucher is what was supposed to be issued when the voucher was cancelledConclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have reviewed the issue that caused the refund not to process have submitted a refund in the amount of $145.30 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 Group Team
Customer Response
• Jul 23, 2020
Complaint: ***
I am rejecting this response because:While I accept a refund, Expedia has left out important details that completely change the situation in their response. They neglect to mention that due to Covid cancellation policies where rapidly changing and that they advised customers to check back frequently for changes. On May 22 I chatted with their agent Carlos and was advised that cancellation policy updates were being extended in to June and to check back in a few days. On May 27th I checked the policy and it said that some June reservations could be cancelled for refund. I used the virtual agent which advised that I could cancel the reservation for a full refund and asked if I wanted to proceed. Based on the virtual agents statement that I would receive a refund, I chose to cancel and received an email confirmation of the cancellation for refund. Weeks later I received an email providing a voucher instead of the promised refund. At that time I chatted with agents as mentioned in Expedia's reply. They stated I could not receive a refund after I was notified in writing twice that I was eligible for a refund. And they did this for 3 separate reservations.
This is dishonest and unethical behavior and I am offended that Expedia would try to reply as if they are the ones offering accommodation. I insist on receiving the promised refunds. Expedia has the option to say that the policy at time of booking would not be changed and I would have filed with my travel insurance. Instead they made misleading statements, held my money and have consumed hours of my time.
Sincerely
Expedia.com Response
• Jul 30, 2020
Complaint Reference Number: ***Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. At Expedia, we strive to provide the highest level of customer service and I'm sorry to hear that in this case the service received didn't meet the customer's expectations. 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.After receiving the customer's complaint we were able to review the matter and determine that a refund was promised when the cancellation was completed. As a result, a full refund was issued on the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a room through Expedia on June 4th for July 5-6th. I chose the option "pay at th hotel". The next morning I had pending transactions for our reservation. I immediately cancelled the reservation because I did not have the funds in my account to cover the stay. Hence why I chose the pay at the hotel option. They told me they processed the refund on June 5th. The money came out on June 8th putting me in the negative and with overdraft fees. It is now June 18th and I still have not received my money back. I understand it may take time to process but we are talking about money that should have never been taken because I chose the pay at the hotel option.
Due to the COVID-19 pandemic, we had to cancel our travel plans and we were advised by Expedia that we could get a credit of $1,673.67 to use for future flights. We were advised that any future flights had to be through the same airline (***) and that travel had to be completed by 1/12/2021.
I contacted Expedia to try and use our credit to book tickets from Redmond, OR to Tampa, FL for 12/20/2020 to 1/5/2021. I found several flights on Expedia that used *** exclusively for those preferred travel dates. When I asked for our credit to be applied to those tickets, I was advised by Ann that they were unable to apply the credit to the tickets because the class of travel was not the same. She advised me that this is a *** Credit policy and that they cannot override it. In other words, our initial tickets were for basic economy and the tickets that I was trying to purchase were for regular economy. I explained that I was happy to pay the difference in price but I was told that the system would not allow her to apply the credit. She then asked if I was at all flexible in the dates and times of our travel – which I was and she stated that she found a ticket for 12/18/2020 – 1/5/2020 that would allow me to apply the credit. While she was looking at different dates, I too was looking and all the tickets coming up showed economy. She advised that it was the letter in parenthesis afterwards that determined the class. I told her that the credit that I had applied did not specify anything about the tickets needing to be in the same class. I then asked to speak with a supervisor and was transferred to Johna (pronounced more like Shawna).
Johna looked for tickets for me to use and advised that she was unable to find any. While she was looking, I was placed on long periods of a silent hold and by the time she confirmed that she was unable to apply our credit to the tickets I was trying to purchase, I had been on the phone with Expedia for over 2 hours. She advised that the initial tickets we had purchased were classified as “discount tickets” and as such, their credit could only be applied toward discount tickets. The tickets that I was trying to purchase were regular tickets, not discount tickets. I clarified that regardless of what kind of ticket we had initially purchased, we had paid the full $1,673.67 towards those tickets. It was not a case of us paying a smaller amount to get $1,673.67 worth of tickets. I also clarified that I would be happy to pay any difference in fare for the new tickets. She stated that she was unable to apply the credit at all but that there was plenty of availability for flights and maybe I would like to just purchase tickets regularly instead of using my credit. I stated that I was not willing to do that. I asked if there were ANY tickets that I could purchase using my credit and she advised that there were absolutely no tickets that she would be able to apply my credit to and she advised that she had checked 5 days before and after my preferred dates. She advised that maybe in the future they would get tickets. I advised that in the last 2 days tickets had gone from $411 per ticket to $601 per ticket (the price again increased from $601 to $621 during my call) and that if they did get tickets in the future, they would likely cost significantly more. She advised that yes, that was the problem I faced if I waited to purchase tickets and she once again tried to get me to just buy tickets. I asked to speak with her manager and she said that her manager would not be able to do anything different and that it would be over an hours wait to speak to them.
I asked her to confirm if my understanding was correct or if I was misunderstanding something. We purchased tickets for basic economy and were given a credit for those tickets but we could only use them to purchase tickets for basic economy and that currently there was not one single ticket for basic economy that I could purchase. She confirmed that was correct. I then stated that not only that, but we had to use our credit by 1/12/2021 or lose it and that there currently were not any tickets. So what was the point of the credit? She stated that actually, due to COVID-19 our credit was good until 9/12/2022 so we should be good. I confirmed the spelling of her name and got the Documentation case number: ***. I then asked to speak with her manager. I have just been disconnected at 3:57 pm after being on the phone for 3 hours and 29 minutes. Johna confirmed my callback number multiple times. I will continue my notes if s calls me back.
I think that Expedia/*** is implementing asinine policies to mislead consumers into believing that they really have a credit but neglecting to inform them that that credit is not actually good for anything.
I booked a trip to Europe in January 2020 through Expedia to fly in April, 2020 on *** Airlines. Due to Covid19 the airline canceled my flight and gave me a voucher to use at a later date. On June 6, 2020 I re-booked using the voucher to fly in July, 2020 and had to pay an extra $300.00 even though it was not my fault the flight was canceled.
A week later, I get an e-mail from the *** airline and Expedia stating that the flight was changed to fly the day before. I did not approve the change nor can I fly on the day before. (*** will not talk to me because I booked through Expedia) I placed several calls to expedia and the escalation department with backup emails and gave them the option to change my flight for a week later if it helped but I was told his would cost an extra $800.00! Ridiculous! They refuse to accommodate my original flight date or to book within one week of the original date. Does anyone know how can I rectify this issue? they don't deserve the one star!
There is no way to speak to a supervisor and a customer service representative literally told me "too bad" when I had an issue. I've called a few times about my reservation and each time they tell me to submit a request under contact us on the website. I've gotten nowhere and will never book with them again!!!
I booked several trips on Expedia in February 2020 without refunds being processed. The first flight (itinerary #***) via *** Airlines as reported to me on 2/28/20 and I spoke to a service representative on 2/29/20 to request a refund since the flight had been canceled by the airline. Over the last 4+ months I have spoken to numerous individuals who have not been able to process the refund. Finally on June 2nd I was told it was being processed and I will get a full credit to my credit card. Upon checking today 6/18/20 Expedia has issued an airline credit and not a refund as previously discussed NUMEROUS times and was confirmed by the Airline. The total cost of this trip was $522.40 US dollars.
The second *** itinerary #*** that was again canceled by the airline. I requested a refund of $6601.20 on 6/2/20 and received several emails confirming that we would indeed be getting a refund in 6-8 weeks. I followed up the follow week to confirm the flight had been processed for a refund and was assured it had been done. Yesterday, 6/17/20, I received an email from Expedia asking if I wanted to cancel my flight, I checked my account on Expedia and indeed the flight was still there. I called this morning, 6/18/20 and was informed that the flight had NOT been canceled in the Expedia system and therefore the refund had not been requested as previously told to me via phone and email.
Expedia.com Response
• Jul 31, 2020
July 31, 2020
Revdex.com
Expedia – 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 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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On February 5, 2020, Mrs. self-booked a flight reservation on our site via itinerary ***. We understand from Mrs. complaint, she mentioned that she was supposed to receive a refund directly by the airline. Mrs. is requesting a full refund for $522.40.
Upon researching the customer’s complaint, we remind Mrs. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time we are still waiting for the airline to authorize a refund on the above mentioned itinerary.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Expedia.com Response
• Jul 31, 2020
July 31, 2020
Revdex.com
Expedia – 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 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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On February 5, 2020, Mrs. self-booked a flight reservation on our site via itinerary ***. We understand from Mrs.’s complaint, she mentioned that she was supposed to receive a refund directly by the airline. Mrs. is requesting a full refund for $522.40.
Upon researching the customer’s complaint, we remind Mrs. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time we are still waiting for the airline to authorize a refund on the above mentioned itinerary.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I just spent two hours on the online chat with two different agents trying to schedule flights using my flight credits due to a cancelled flight during Covid-19. I started working with one agent and got all the way to picking out the right flight. The price was going to be around $1100 for my three tickets and I had a credit for $1200. I said great I will forfeit the $100 no problem. Well then chat gets timed out and I get reconnected with a different agent. Go through all the same process that just took an hour to do with the first agent despite me giving all the information the agent needed up front to accomplish the change. Second agent then informs me I now owe $133 to book the same tickets an hour later. What?! The second agent informs me that the price changes every minute. So now not only did I not get to go on my original trip to where I was supposed to be able to enjoy the snow in the mountains and ski in March. I am not having to go in August, probably not ski because it is summer, and pay an extra $133 because it took the first agent so long to help me my session timed out and the second agent cannot give me the same price. I will not be booking through Expedia in the future. This process has been extremely frustrating. I could have book the tickets in a fraction of the time it took to work with the agents had they just given me a credit code to book the tickets myself. Plus I would have gotten it for a price that allowed me not to have to pay extra on top of the credit. I know this review will not help me but I hope it helps someone else from making the same mistake I made in booking through Expedia.
-Received email from EXPEDIA on 6/15/2020 at 12:41 am informing me of the cancellation of the flight portion of my reservation.
-Email suggested I contact them via phone to discuss rescheduling options.
-I called them at 12:00 pm on 6/15/2020 to discuss my options.
-I explained my preferences, reviewed available replacement flights and came to an agreement.
-I was asked to hold while they confirmed it. Held the line for 55 minutes and was disconnected.
-I immediately called back and was informed no notes existed on my last conversation.
-I proceeded to repeat the process again. Agreed on a schedule change, put on hold to confirm. Hold time was 55 additional minutes.
-Agent returned to tell me a supervisor was required to confirm and finalize. Placed back on hold another hour.
-Agent returned to tell me a supervisor was not available and I would get a call back when they were available.
-Received call back from non supervisor at 3:08 pm informing me a supervisor would be transferred in. I was asked to hold.
again. I held the line for an additional 85 minutes. I disconnected the call.
-Received a call at 6:45 pm from "Jack" who identified himself as a supervisor.
-He promptly found a replacement flight that met my requirements. I agreed with his new flight schedule (3rd time) and gave him permission to make the change.
-He asked I hold while processing. I held the line until being disconnected exactly at 7:45 pm.
-Jack called back at 7:55 pm and asked I continue to hold and if disconnected he would call me back.
-I continued to hold until 8:59pm and was disconnected again. He never called back.
They made several offers to rectify but on each occasions never firmed it up.I continue to consider this a "bait and switch" originally and then a stall and hold practice designed to burn me out and give up. ( 9 hours on the phone on just Monday alone)
I've tried reaching their corporate offices and all available extensions run rapid busy even on options to leave voicemail.
I've replied to their original email and have sent emails to their corporate contacts none of which have been replied.
Note: Their customer service numbers ring through and are answered promptly so It is apparent it is not a staffing or Covid related.
Expedia.com Response
• Aug 01, 2020
August 1,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the unsatisfactory service received for a flight exchange
request. We understand
from Mr. complaint that he spent a lot of hours on the phone
with Expedia agents but was not assisted accordingly. Our
records indicate that on May 25, 2020, Mr. or an
authorized user of the account booked a package to Las Vegas, NV for travel 03-06Jul
2020. The package reservation included a roundtrip flight departing on March
19, 2020 from San Francisco, CA to Las Vegas, NV via *** Airlines, and
returning July 6, 2020. The package booking also included a 3-night stay at *** - Resort & Casino for check in
on July 3, 2020, checking out July 6, 2020. Total cost of the package was $717.44At the time of completing his booking with our agent, Mr. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 15, 2020, Mr. was notified
via email that *** Airlines has initiated an airline schedule change. Mr. was provided flight options and was asked to reply to the
email with the preferred flights.
In addition, Mr. called in to request a refund as customer
was not okay with the alternate flight options offered by the airlines. Expedia
agent documented that flight tickets are eligible
for a refund but was not able to process anything as customer was not okay with
the refund timing and disconnected the call.After further review we can confirm that on July
2, 2020, Mr. called *** Airlines to process a
flight exchange directly. *** Airline agent confirmed that Mr. flew
on July 3, 2020. The ticket for the other traveler in the booking was however
not used and will be refunded. The customer will be notified by the airline via
email once refund has been completed. In addition, *** - Resort & Casino
agent also confirmed that the hotel reservation was used. Mr. checked in
on July 3, 2020 and checked out on July 6, 2020.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Mr. used the flight ticket and the hotel reservation, any unused ticket on the booking will be
refunded by the airline. 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
Expedia.com Response
• Aug 01, 2020
August 1,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the unsatisfactory service received for a flight exchange
request. We understand
from Mr.’s complaint that he spent a lot of hours on the phone
with Expedia agents but was not assisted accordingly. Our
records indicate that on May 25, 2020, Mr. or an
authorized user of the account booked a package to Las Vegas, NV for travel 03-06Jul
2020. The package reservation included a roundtrip flight departing on March
19, 2020 from San Francisco, CA to Las Vegas, NV via *** Airlines, and
returning July 6, 2020. The package booking also included a 3-night stay at *** - Resort & Casino for check in
on July 3, 2020, checking out July 6, 2020. Total cost of the package was $717.44At the time of completing his booking with our agent, Mr. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 15, 2020, Mr. was notified
via email that *** Airlines has initiated an airline schedule change. Mr. was provided flight options and was asked to reply to the
email with the preferred flights.
In addition, Mr. called in to request a refund as customer
was not okay with the alternate flight options offered by the airlines. Expedia
agent documented that flight tickets are eligible
for a refund but was not able to process anything as customer was not okay with
the refund timing and disconnected the call.After further review we can confirm that on July
2, 2020, Mr. called *** Airlines to process a
flight exchange directly. *** Airline agent confirmed that Mr. flew
on July 3, 2020. The ticket for the other traveler in the booking was however
not used and will be refunded. The customer will be notified by the airline via
email once refund has been completed. In addition, *** - Resort & Casino
agent also confirmed that the hotel reservation was used. Mr. checked in
on July 3, 2020 and checked out on July 6, 2020.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Mr. used the flight ticket and the hotel reservation, any unused ticket on the booking will be
refunded by the airline. 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
My husband and I booked 2 round trip tickets to Buenos Aires, Argentina (departing 6/14/20 from LAX, returning 6/27/20 to LAX, itinerary # ***) via Expedia's website (booked on 12/2/19). On 5/24/20, we were notified by *** airlines that our flights was cancelled due to Covid19 / border restrictions. Per DOT, a passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason. We contacted Expedia several times to request a full refund to our credit card and they refused. They stated that they were "following *** policy" and not able to provide a refund and that we would need to contact *** airlines. I contacted *** to request a full refund and on 5/30/20, *** representative Anderson G sent me an email stating I am entitled to a FULL REFUND of my purchase - a case number with this information was also created - #***. I contacted Expedia again with this information and they again refused a refund. On 6/17/20, I received an email from Expedia that they issued us a travel voucher which IS NOT a full refund.
Expedia.com Response
• Aug 03, 2020
August 3rd, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Amanda *** (Revdex.com case
number ***)
regarding a refund request for her flight reservation.Our records indicate/reflect the customer, or an
authorized user of the Expedia account, self-booked a flight for two passengers
on Expedia's website, under itinerary ***.
This consisted of round-trip tickets with *** Airlines Group departing
Los Angeles, CA on June 14th, 2020, connecting in Lima, Peru for a
final destination of Buenos Aires, Argentina on June 15th, 2020.
Returning to Los Angeles, CA on June 27th, 2020 from Buenos Aires,
Argentina with a connection in Santiago, Chile. This includes a Travel
Protection Flight Protection Plan provided by ***.Our records indicate that on May 22nd, 2020 ***
Airlines Group initiated an airline schedule change and cancelled one of Mrs. flights. On June
18th, 2020, Mrs. contacted Expedia inquiring about her refund due to
the cancelled flight, providing Expedia with *** case number: ***. The assisting agent
contacted *** Airlines, providing the case number. The *** agent advised
Expedia to apply for a voucher per their website. The representative advised
once the request is approved, *** will email the customer directly on how to
redeem the voucher as a refund. Expedia applied for the voucher per instruction
from *** Airline Group.On July
22nd, 2020, Mrs. contacted Expedia to inquire on a refund
update, stating they were advised by *** Airlines that Expedia had not submitted
the voucher request. Upon receipt of this complaint, we contacted ***
Airlines Group, who informed us they were having issues with their website, and
therefore submitted the request on Expedia’s behalf for Mrs.. The *** representative confirmed the request was
submitted, advising Mrs. she will be receiving email confirmations
from *** Airlines Group directly confirming the refund details. Mrs.
advised the assisting Expedia agent that they received these email
confirmations from *** Airlines Group.Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We thank you for allowing us the opportunity to address
the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Gina
B.Corporate
Correspondence Team
I made two hotel bookings in late February 2020 for the Montreal jazz festival on Expedia.ca each booking cost $284.40 CAD. Due the COVID 19 pandemic everything was cancel. I have contacted Expedia three times first in early May, late May and early June. I was told that the bookings were cancelled in late May which recorded and in June. However, I have periodically checked in with my bank for any credit card credit but I am constantly told I was not giving any credit.
Expedia.com Response
• Aug 07, 2020
Reference Number: ***
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 the first reservation for Hotel *** Suites was created on February 7, 2020 via the website for arrival on June 26, 2020 and departure on June 27, 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.
I can confirm that the second reservation for Hotel *** Suites was created on February 7, 2020 via website for arrival on June 27, 2020 and departure on June 28, 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.
Customer care was able to obtain approval for the refund of both reservations in the amount of $251.85 CAD (First reservation) and $213.72 CAD (Second reservation).
Our records indicate both refunds have processed successfully. If the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
As a refund has been issued, 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.
I booked my ticket to ZURICH back in November 2019 for a trip in July/August 2020. In December and January they contacted me several times for several date and time changes. After COVID-19 hit, I was discussing the trip with my father in MAY but when I checked my itinerary, I noticed that the airline (***) had cancelled my outbound flight and Expedia had not notified me at any point. I would have never known if I hadn't checked. I began calling and requesting my refund (as I was also insured with Travel Guard), Expedia kept making me wait over weeks for call backs to tell me every time they can only do credit based on airline policies; yet when my father had called *** they told him they could do refunds but it had to go through Expedia. Furthermore, I tried to file a claim through insurance but I could not even do that because I had no proof of when and who cancelled my flight since I was never notified in the first place. Expedia and *** refuse to take responsibility. This has been ongoing battle since then, and Expedia and *** will no longer respond to us or will default with automated messages. I have the right to my refund back, this is infuriating. The trip total was $981.92. I just want this back. It's punishment enough that I am unable to see my parents after 2 years apart. Please help me.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flight with *** for travel from
San Francisco, CA, USA to Zurich, Switzerland.Both of
the flights had major schedule changes that did not offer a travel alternative
that was within five hours of the original schedule. The airline is allowing a
refund of the tickets. The
current situation with the pandemic is unprecedented. The refund has been
requested from the airline and they are advising that their processing time is
slower than normal. Please allow up to eight weeks for the process to completed
through the airline and the credit card company. 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
On November 2, 2019 I booked a bundle package; flight, hotel, and car rental, for two travelers to Ireland in May of 2020 for a total cost of $2,474.82. On April 11, 2020, I received an email from Expedia advising me that the airline(***) had cancelled my flight due to Covid-19. On April 23, 2020, I received an email stating I could cancel the rest of my package for refund/credit, I was not offered the option of rescheduling which is what I would have preferred. I cancelled the hotel and car rental bookings on April 24, 2020. I have been given a refund of $416.98 towards the car rental and there is a credit coupon on my Expedia account for $531 for the hotel I would have been staying at but the coupon cannot be used in a bundle which means I would have to pay more to book the same hotel. I called Expedia on May 14th to see if I could get a refund instead of credit for hotel and airline since I cannot use the credits in a bundle package and was told "no, there was nothing they can, I could only get a credit." I purchased the package protection insurance, so I filed a claim with them right after my phone call. I received an email last night and it states, " It has been verified with your travel supplier that you have either received a monetary disbursement for the full value of your travel arrangements or a credit was offered. With this verification, we find that there are no Forfeited, Unused Trip Costs to reimburse. Therefore, there is no compensable coverage under the claim." Out of the $2,474.82 I spent I have received $947.98 in refund/credit leaving $1,526.84 still owed to me.
August 2, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 3, 2019, Mrs. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Indianapolis, IN USA to Dublin, Ireland departing on May 9, 2020 and returning on May 16, 2020. The package included package and collision protection, a car rental with a hotel stay at ***, for a check in on May 10, 2020 and a check out on May 16, 2020, $2,474.82. We understand Mrs. is requesting that Expedia compensate him to help alleviate the cost in rebooking his package and the protection plan denial. On April 25, 2020, Mrs. or an authorized user accessed Expedia’s website and used our self-service tool to cancel the package. A hotel voucher for $531, was issued for the *** reservation. In addition, a refund $77.00 and $339.98, for both the Collision plan and car rental, was processed back to the customers original form of payment. It may take up to 30 days for Mrs. to receive the refund, depending upon her financial institution. On May 14, 2020, Mrs. contacted Expedia to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $1,334.72, was issued. However, *** Airlines is not permitting a refund but a penalty fee waiver to rebook until, December 31, 2021. This is based upon their non-refundable restrictions.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over *** Airlines ticket terms. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In regards to the hotel a voucher it was created for a total of $531. Therefore, Expedia advised Mrs. that in canceling her hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($531) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we can assist with changes or cancellations of the booking following the vendors’ terms and conditions, we cannot discuss any claim regarding Travel Guard/Aon Affinity services offered via the Expedia website which is not operated by Expedia.On August 2, 2020, Expedia contacted *** to determine if Mrs., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. However, the approval or denial is up to *** since we act only as an agent for their product and we do not have the authority to override their booking policy.When Expedia receives the response from the hotel manager we will contact Mrs. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the Mrs.’s refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I booked 2 hotel rooms though Expedia. I paid in full for both rooms. One room as you can see in my attachments was for March 20-23rd at the cost of $433.73. The second room was for March 20th-22nd 2020 in the amount of $270.98 (see attachments for verification. Amount totaling in $704.71 charged to my credit card. It is public knowledge that the *** closed on March 18th at midnight due to COVID and has reminded closed sense. They have zero plans to open back up. You can read this info on their website, google it, and they sent out an email stating they were close. This is easily accessed info. I have spend 50 plus hours on the phone with expedia talking to everyone up to the highest person in corporate office supposedly. Each person refuses to give me a refund of my money unless they can verify with the company that I did not stay there. Like I said it is public info of their closure date and it was impossible for me to stay there as my stay was not to start until March 20th and the hotel closed in full on March 18th 2020. They refuse to give me back my money until the hotel opens back up and the hotel has zero plans on opening and if it does it wont happen until after September. I have been calling and trying to get my money back sense March 19th the day I found out they were closed and I could not stay there. I need help! they have taken my $704.71 and I have received no service as the hotel was close. It’s a billion dollar company that is stealing from its customer.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that these reservations were created on December 09 and 29, 2019 via mobile app for arrival on March 20, 2020 and departure on March 22 and 23, 2020. At the time of booking, the customer agreed to the following cancellation policies:A non refundable policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.A partially refundable policy: Cancellations or changes made before 11:59 PM local hotel time, Friday, February 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on June 18, 2020 to obtain a full refund for the reservations. Even though the reservations were not refundable customer care did contact the property to request a refund for both bookings. Unfortunately, they were unable to obtain permission to issue any credits. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific cancellation policies.Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $419.73 USD and $325.18 USD The refunds will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The XXX Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased a package for a trip to Dubai with Expedia on March 10th. This was before the Corona Virus outbreak. This package included a hotel reservation and plane tickets for three people, one adult, two minors, and I purchased an additional warranty to guarantee I would get my money back if I chose to cancel. I initially didn't purchase the warranty. They called me a couple of days after my purchase and told me it would be a good choice to guarantee the safety of my money. I then purchased the warranty for almost $200 more dollars. I ended up canceling this trip in April due to Corona and borders being closed thinking this warranty would make my refund easy. I was able to get my money back from the hotel, but couldn't get it back for my flights, instead, they gave me airline credit. I called all the time but wasn't able to reach them until a couple of days ago. I expressed I had no desire to get airline credit, I want my money. I used my credit card to purchase these tickets and have been being charged interest since March. I haven't been being paid consistently, I have bills to pay, children to feed, and rent I have to worry about. I have no desire to travel anytime soon with this pandemic nor do I have the means to. I tried to express this to them and they refused. They said it was the airline's policy, specifically *** Airlines. They were non-refundable flights and I couldn't get my money back. I asked to speak with their manager and was just passed to another employee, this happened several times. I ended up calling the airline and they actually tried to return my money with no hesitation or problem. They fully understood with Corona there was nothing I could do, however when the employee tried to refund my money she kept getting denied access. She then asked me who I purchased my ticket with and when I said Expedia she said only they had control over it. I then called Expedia back, and they tried to put me through the same process as before. I was already frustrated as I had just spent almost 4 hours in this whole process. I told them that if they weren't going to give me my money back I didn't care about their stupid policy. They tried to blame it on the airline, but I cut them off and explained what happened on the call with the *** employee. I then told them how much they had made me suffer and that I would make sure people knew about their scams. These are conditions no one had control over, I shouldn't have my $2,436.78 being held captive over something I could not control.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package including 12 nights with the ***
Dubai, and roundtrip flights via itinerary ***. The
customer canceled the hotel on March 16, 2020 and received a full refund. The
customer called and canceled the flight on April 18, 2020. The airline was still
operating the flights. As the flights were nonrefundable a refund is not
possible.The
flight fare rules note that changes can be made with a change fee of $300.00
and any fare difference. The new tickets must be booked for *** Airlines
flights, with the same country of departure, for the same passengers, and
booked within one year of the original purchase date. The change fees would be
covered by the coverage on itinerary ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: When I bought the ticket I paid the protection the value of $175 in case something happen, I canceled the hotel and flight the same day but they refund the hotel, but they did canceled the flight. I have tried to contact them so many times it was impossible. they would only talk to people who were traveling right the way. More than a month I was contacting them by phone as well online, it was impossible to talk to someone.They never said that the ticket wasn't refundable they advice me to buy a protection plan in case something happen. A month and half later when I got in touch with them they talk to contact the *** Airline.I contact them and were canceled the ticket but it wasn't successful because expedia is the only one to do it, also when I got to talk them expedia them told me I have 24 month to used the ticket, I told them that I used my credit card to buy the ticket , I need to pay them back quickly before the interest. My income has decreased because I am the only one who's working my husband lost his job and I have to feed three children pay the rent and other expenses. I also told them that by the time of my vacation I won't be able to do so because of the pandemic and the borders are closed. The date of my travel was July 21 to August 3. Still now the borders are closed.
Sincerely
August 4,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number ***.The
customer purchased the package on March 1, 2020. The cancelation was requested
on March 15, 2020. At that time the coverage was nonrefundable. Refunds are not
provided for coverage if claims are not required.While we
understand that the customer prefers a refund for the flights, we are unable to
provide a refund based on preference. The *** Airlines tickets can be
reused. The airline is waiving change fees to a point. Any change fees that are
not waived would be reimbursable by the coverage. The airline is extending
validity for many tickets, and periodically adds validity time to tickets that
have already been extended or adds new travel dates to the extension policy.The
customer may also contact *** Airlines and request to transfer the tickets
to a credit certificate. Some airlines are allowing this or working on ways to
offer this as a possibility. If the airline is able to allow this as an option
it may provide greater validity and flexibility. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I contacted the airline myself and they tried to refund me my money and said that they only couldn't do so because I made the purchase through Expedia. They then instructed me to contact Expedia for my refund. I do not want the points or any certificate I want my money. My husband is unemployed and we have 3 children, we struggle to pay our rent and keep food on the table and on top of my existing bills I have to pay the credit card company for the loan I took out for the plane tickets plus interest. Getting my money back will cut one major expense from my life. Also, being a teacher it is currently summer and I'm not exactly getting paid the same way I would be during the school year or any other normal summer which makes it all 10x harder; especially with no second income. It is also impossible to find part time jobs in my area, all the businesses are being hit hard and aren't hiring. I just want to find as much peace of mind as possible during these times and that's quite hard to do with my money being held hostage. If circumstances were different I would have no problem accepting the credit, but I have no desire to travel; I just want to pay my bills and feed my family.
Sincerely
My flight companion and I purchased flights several months ago that got cancelled due to the pandemic. Expedia issued us flight credits to use instead of a refund. We ended up booking a flight to visit family in Dallas Texas using the credits we had been issued. Our first problem with Expedia was that in order to book this trip using our credits the phone call took 2.5 hours. They also gave us an additional headache by insisting that we had to purchase two separate one way tickets. We received confirmation emails and confirmed ticketing emails. On the second day of our newly booked vacation we received communication from Expedia saying that our return flight reservation was cancelled. Upon further investigation with the airline, Expedia never completed our booking and issued tickets despite what our confirmation and ticketing emails showed. Combined my flight companion and I have spent 21 hours placed on hold, waiting for callbacks that never came and arguing with not only agents and supervisors but also corporate managers. We received numerous apologies but never got a solution. Due to Expedia’s disgraceful “customer service”, we were forced to book our flight without Expedia’s help. Our new flights cost $302 and we still have $174 left in Expedia airline credits that we will probably never use. Expedia not only owes us an apology but we deserve compensation for the 21 hours of our time spent dealing with them but for our new flights and the credit amount we have remaining. We will never use Expedia again.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with American
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers, traveling from Providence,
RI to San Diego, CA with *** Airlines on April 21, 2020, and returning with *** Airlines on April 27,
2020 via itinerary ***.The tickets
with *** Airlines were canceled on March 16, 2020, and the tickets with ***
Airlines on April 17, 2020. Both sets of tickets were nonrefundable but credit
was allowed towards the purchase of new tickets, with restrictions and validity
periods, on the respective airlines. The
customer contacted us and booked one way flights for June 16, 2020 from Boston,
MA to Dallas, TX with the *** Airlines credits. The new flights were less
than the value of those credits and the balance that was not used, was reissued
to new credits. The customer is not required to use them in a specific order.
Both required that travel start from, or be within the *** States.The
customer may contact us back when they are ready to rebook using their credit
with *** Airlines, and their remaining credit with *** Airlines. We’re
sorry to hear that the exchange took longer than expected. We cannot combine
the credits or transfer either to another airline. Refunds of unused credits
are not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
On 9/10/2019 we purchased 2 1-st class tickets form Expedia. Last month due to COVID-19 our itinerary was canceled, but when we requested a full refund of the $6688.86 payment for canceled tickets instead of issuing credit back to our credit card, Expedia contacted *** Airlines, who only agreed offering credit toward a future flight within next 12 months. Since we have no plans traveling on *** Airlines (not next year and not in the foreseeable future!) we have repeatedly request a refund from Expedia either in cash or credit card refund, but claim our 1-st class tickets are not eligible for a refund, even if the flight was canceled due to COVID-19!!!
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with *** Airlines due to the COVID-19.Our records indicate that on September 10, 2019, the customer, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from New York, NY to Baku, *** departing on June 13, 2020, and returning on June 22, 2020.Upon review, on May 27, 2020, Mr. requested to cancel the flight.On June 10, 2020, Mr. contacted Expedia and asked for a credit for the cancelled flight.On June 19, 2020, Mr. was sent an email stating he would receive an airline credit through *** Airlines. *** Airlines was the operating carrier on this itinerary. *** Airlines has informed us that they are not providing refunds but are allowing customers to change their reservations without paying a change fee. Thus, Expedia has provided Mr. a flight credit with *** Airlines.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.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. Based on the above information, Expedia is unable to honor Mr. refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor ***Corporate Correspondence Team
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID. It appears as Expedia merely presents
itself as an online portal and not an online travel agency. I'd strongly
recommend emphasizing this fact on their website rather than in fine print of
their legal department.
According to rezgo.com,I quote:
"What is Expedia?Expedia is an online travel agency (OTA) initially launched in October 22, 1996 as the first Microsoft internet property. In 2001, Bill Gates decided to spin off the property to become a public company and raise the financial portfolio of Microsoft. Expedia is headquartered in Bellevue, Washington with localized sites for over 30 countries.It books airline tickets, hotel reservations, car rentals, cruises, vacation packages and various attractions and services via the World Wide Web and telephone travel agents. The site uses multiple global distribution systems (GDS) like Amadeus or the Sabre reservation systems for flights and for hotels, Worldspan and Pegasus, along with its own hotel reservation system for contracted, bulk-rate reservations."Please help protecting unsuspecting Expedia customers
from similar mishaps, while they assume dealing with an online travel agency.
Canceled my flight and hotel 20 hours after booking them. Was notified by ***irlines that I was given a credit vs a refund even though it says "Cancel within 24 hours and get a full refund." EVERYWHERE.
Expedia's customer support was horrible. I ended up being on the phone for 5 hours straight. I was speaking with an operator working from home -- his dog kept barking and kids were making noises. There was a language barrier and nobody could give me a straight answer.
When I realized they were not going to budge on giving me a refund, I decided to use my flight credit and that's when nightmare #2 began. My flight reservation was in a pending status on ***irlines for 3-4 days. I called *** and they said it was something on Expedia's end - waiting for payment to go through. I could not believe I was getting screwed over *G*IN. *t this point, not even knowing if I was going to be able to pick seats for me and my wife so we could sit together in first class, I called Expedia to cancel again. I thought maybe there would be a small glimmer of hope that I could talk to someone who knows what they are talking about and I could get a refund.
In the end, I was on the phone for 2 hours and the only way out, was to pay a $400 cancellation fee. The "supervisor" gave me canned responses, "Sorry for the inconvenience...." and at one point I could hear her laughing with the girl sitting next to her WHILE she was processing my $400 fee.
I'm out $400 and no trip.
I booked a vacation using Expedia to travel to Poland and purchased trip cancellation insurance through Expedia. Due to COVID I had to cancel the trip due to border restrictions of the Polish government. I had to then cancel my trip. Expedia refunded the hotel portion of the trip but does not seem to be honoring nor refunding the airline portion. I have spent well over 10 hours on the phone only to be transferred or hung up on. The way I see it, once I booked the trip with Expedia that formed a contract between Expedia and myself. Expedia owes me the refund, not the insurance company. How they collect on the claim from the trip cancellation insurance is their problem. Thank you for your help.
July 30, 2020
Revdex.com
Expedia – 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 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 complaint #***) regarding a flight reservation.
Our records show on December 19, 2019, Mr. self-booked a flight reservation on our website. We understand from Mr. complaint he was unable to travel due to border restrictions caused by Covid-19. Mr. is requesting a full refund for the airline tickets he purchased.
Upon researching the customer’s complaint, we have been informed that in June 2020, Mr. was emailed by Expedia and informed that the airline had authorized a refund for the tickets. Generally this type of refund can take up to 8 weeks depending on the financial institution.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The tickets were submitted for refund and we will not be informed when or if the customer has already received the refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
Expedia is RIDICULOUS!! I booked my trip and flights over a month in advance. Days before the trip, the flights were changed & hotel cancelled. Got it straightened out after hours on the phone. It's time to leave & as we get ready to go, our flight was cancelled. Whatever, we stayed another night. We get to the airport to find out that our flight was never transferred by Expedia, after they had charged us over $300 to get this flight. We have been on the phone now for almost 5 hours (the day before when it was originally cancelled, we were on the phone for 6 hours). Because of how long we have waited, we have now missed every flight to any nearby airports -- we were not going to be picky at this point as long as we were closer to home. They are suggesting we wait another 4 days for a flight home. I have absolutely no words. I have worked customer service so I get it is not easy, but they should not be so negligent and slacking so much. It is absolutely ridiculous that I am now stuck 20+ hours away from home after having paid for my flights and then some after it had changed. Other than that our stay at *** Suites was absolutely wonderful!
They tried to charge me an extra $1000 for a flight I already booked and then didn't want to refund me the money...all one month before my trip. Now they are giving me the run around for my refund. I will never use them again for anything. I have two emails from them one saying I will get the full refund and then 20 days later they tried to send me a different one saying they gave me a credit!! After calling and letting them know this is fraud and I have the email stating they would refunf me 20 days ago they all of a sudden figured out the problem and will be issuing the refund. Make sure you have your documentation so they don't try and screw you over because they will.
I booked a non refundable hotel in Barcelona, Spain for the nigh of June 13. On May 27, I checked the cancellation offers due to Covid-19 travel restrictions and Expedia's virtual agent stated that I could cancel for full refund so I cancelled. I received email confirmation of the refund and have screen shots of the cancellation using the virtual agent. On June 15 I received an email from Expedia that a voucher for that specific hotel had been issued. I have spent 2 mornings trying to get Expedia to honor their written promise of a refund and they completely refuse. If I had been offered a coupon I would have left the reservation and filed with my travel insurance, now I have a coupon to a hotel 1000s of miles from home that has to be used in the next 12 months. I have no idea if I can travel in that time. Expedia made a promise and changed the terms after the fact. To make it worse they refuse to even acknowledge that their offer impacted my decision.I have the email stating refund and screen shots of the cancellation that promised refund.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 24th, 2020 via Expedia Group website for arrival on June 13th, 2020 and departure on June 14th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.June 16th and June 28, customer contacted our customer care team and was notified that the voucher is what was supposed to be issued when the voucher was cancelledConclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have reviewed the issue that caused the refund not to process have submitted a refund in the amount of $145.30 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 Group Team
Complaint: ***
I am rejecting this response because:While I accept a refund, Expedia has left out important details that completely change the situation in their response. They neglect to mention that due to Covid cancellation policies where rapidly changing and that they advised customers to check back frequently for changes. On May 22 I chatted with their agent Carlos and was advised that cancellation policy updates were being extended in to June and to check back in a few days. On May 27th I checked the policy and it said that some June reservations could be cancelled for refund. I used the virtual agent which advised that I could cancel the reservation for a full refund and asked if I wanted to proceed. Based on the virtual agents statement that I would receive a refund, I chose to cancel and received an email confirmation of the cancellation for refund. Weeks later I received an email providing a voucher instead of the promised refund. At that time I chatted with agents as mentioned in Expedia's reply. They stated I could not receive a refund after I was notified in writing twice that I was eligible for a refund. And they did this for 3 separate reservations.
This is dishonest and unethical behavior and I am offended that Expedia would try to reply as if they are the ones offering accommodation. I insist on receiving the promised refunds. Expedia has the option to say that the policy at time of booking would not be changed and I would have filed with my travel insurance. Instead they made misleading statements, held my money and have consumed hours of my time.
Sincerely
Complaint Reference Number: ***Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. At Expedia, we strive to provide the highest level of customer service and I'm sorry to hear that in this case the service received didn't meet the customer's expectations. 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.After receiving the customer's complaint we were able to review the matter and determine that a refund was promised when the cancellation was completed. As a result, a full refund was issued on the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a room through Expedia on June 4th for July 5-6th. I chose the option "pay at th hotel". The next morning I had pending transactions for our reservation. I immediately cancelled the reservation because I did not have the funds in my account to cover the stay. Hence why I chose the pay at the hotel option. They told me they processed the refund on June 5th. The money came out on June 8th putting me in the negative and with overdraft fees. It is now June 18th and I still have not received my money back. I understand it may take time to process but we are talking about money that should have never been taken because I chose the pay at the hotel option.
Due to the COVID-19 pandemic, we had to cancel our travel plans and we were advised by Expedia that we could get a credit of $1,673.67 to use for future flights. We were advised that any future flights had to be through the same airline (***) and that travel had to be completed by 1/12/2021.
I contacted Expedia to try and use our credit to book tickets from Redmond, OR to Tampa, FL for 12/20/2020 to 1/5/2021. I found several flights on Expedia that used *** exclusively for those preferred travel dates. When I asked for our credit to be applied to those tickets, I was advised by Ann that they were unable to apply the credit to the tickets because the class of travel was not the same. She advised me that this is a *** Credit policy and that they cannot override it. In other words, our initial tickets were for basic economy and the tickets that I was trying to purchase were for regular economy. I explained that I was happy to pay the difference in price but I was told that the system would not allow her to apply the credit. She then asked if I was at all flexible in the dates and times of our travel – which I was and she stated that she found a ticket for 12/18/2020 – 1/5/2020 that would allow me to apply the credit. While she was looking at different dates, I too was looking and all the tickets coming up showed economy. She advised that it was the letter in parenthesis afterwards that determined the class. I told her that the credit that I had applied did not specify anything about the tickets needing to be in the same class. I then asked to speak with a supervisor and was transferred to Johna (pronounced more like Shawna).
Johna looked for tickets for me to use and advised that she was unable to find any. While she was looking, I was placed on long periods of a silent hold and by the time she confirmed that she was unable to apply our credit to the tickets I was trying to purchase, I had been on the phone with Expedia for over 2 hours. She advised that the initial tickets we had purchased were classified as “discount tickets” and as such, their credit could only be applied toward discount tickets. The tickets that I was trying to purchase were regular tickets, not discount tickets. I clarified that regardless of what kind of ticket we had initially purchased, we had paid the full $1,673.67 towards those tickets. It was not a case of us paying a smaller amount to get $1,673.67 worth of tickets. I also clarified that I would be happy to pay any difference in fare for the new tickets. She stated that she was unable to apply the credit at all but that there was plenty of availability for flights and maybe I would like to just purchase tickets regularly instead of using my credit. I stated that I was not willing to do that. I asked if there were ANY tickets that I could purchase using my credit and she advised that there were absolutely no tickets that she would be able to apply my credit to and she advised that she had checked 5 days before and after my preferred dates. She advised that maybe in the future they would get tickets. I advised that in the last 2 days tickets had gone from $411 per ticket to $601 per ticket (the price again increased from $601 to $621 during my call) and that if they did get tickets in the future, they would likely cost significantly more. She advised that yes, that was the problem I faced if I waited to purchase tickets and she once again tried to get me to just buy tickets. I asked to speak with her manager and she said that her manager would not be able to do anything different and that it would be over an hours wait to speak to them.
I asked her to confirm if my understanding was correct or if I was misunderstanding something. We purchased tickets for basic economy and were given a credit for those tickets but we could only use them to purchase tickets for basic economy and that currently there was not one single ticket for basic economy that I could purchase. She confirmed that was correct. I then stated that not only that, but we had to use our credit by 1/12/2021 or lose it and that there currently were not any tickets. So what was the point of the credit? She stated that actually, due to COVID-19 our credit was good until 9/12/2022 so we should be good. I confirmed the spelling of her name and got the Documentation case number: ***. I then asked to speak with her manager. I have just been disconnected at 3:57 pm after being on the phone for 3 hours and 29 minutes. Johna confirmed my callback number multiple times. I will continue my notes if s calls me back.
I think that Expedia/*** is implementing asinine policies to mislead consumers into believing that they really have a credit but neglecting to inform them that that credit is not actually good for anything.
I booked a trip to Europe in January 2020 through Expedia to fly in April, 2020 on *** Airlines. Due to Covid19 the airline canceled my flight and gave me a voucher to use at a later date. On June 6, 2020 I re-booked using the voucher to fly in July, 2020 and had to pay an extra $300.00 even though it was not my fault the flight was canceled.
A week later, I get an e-mail from the *** airline and Expedia stating that the flight was changed to fly the day before. I did not approve the change nor can I fly on the day before. (*** will not talk to me because I booked through Expedia) I placed several calls to expedia and the escalation department with backup emails and gave them the option to change my flight for a week later if it helped but I was told his would cost an extra $800.00! Ridiculous! They refuse to accommodate my original flight date or to book within one week of the original date. Does anyone know how can I rectify this issue? they don't deserve the one star!
There is no way to speak to a supervisor and a customer service representative literally told me "too bad" when I had an issue. I've called a few times about my reservation and each time they tell me to submit a request under contact us on the website. I've gotten nowhere and will never book with them again!!!
I booked several trips on Expedia in February 2020 without refunds being processed. The first flight (itinerary #***) via *** Airlines as reported to me on 2/28/20 and I spoke to a service representative on 2/29/20 to request a refund since the flight had been canceled by the airline. Over the last 4+ months I have spoken to numerous individuals who have not been able to process the refund. Finally on June 2nd I was told it was being processed and I will get a full credit to my credit card. Upon checking today 6/18/20 Expedia has issued an airline credit and not a refund as previously discussed NUMEROUS times and was confirmed by the Airline. The total cost of this trip was $522.40 US dollars.
The second *** itinerary #*** that was again canceled by the airline. I requested a refund of $6601.20 on 6/2/20 and received several emails confirming that we would indeed be getting a refund in 6-8 weeks. I followed up the follow week to confirm the flight had been processed for a refund and was assured it had been done. Yesterday, 6/17/20, I received an email from Expedia asking if I wanted to cancel my flight, I checked my account on Expedia and indeed the flight was still there. I called this morning, 6/18/20 and was informed that the flight had NOT been canceled in the Expedia system and therefore the refund had not been requested as previously told to me via phone and email.
July 31, 2020
Revdex.com
Expedia – 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 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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On February 5, 2020, Mrs. self-booked a flight reservation on our site via itinerary ***. We understand from Mrs. complaint, she mentioned that she was supposed to receive a refund directly by the airline. Mrs. is requesting a full refund for $522.40.
Upon researching the customer’s complaint, we remind Mrs. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time we are still waiting for the airline to authorize a refund on the above mentioned itinerary.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
July 31, 2020
Revdex.com
Expedia – 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 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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On February 5, 2020, Mrs. self-booked a flight reservation on our site via itinerary ***. We understand from Mrs.’s complaint, she mentioned that she was supposed to receive a refund directly by the airline. Mrs. is requesting a full refund for $522.40.
Upon researching the customer’s complaint, we remind Mrs. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time we are still waiting for the airline to authorize a refund on the above mentioned itinerary.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
I just spent two hours on the online chat with two different agents trying to schedule flights using my flight credits due to a cancelled flight during Covid-19. I started working with one agent and got all the way to picking out the right flight. The price was going to be around $1100 for my three tickets and I had a credit for $1200. I said great I will forfeit the $100 no problem. Well then chat gets timed out and I get reconnected with a different agent. Go through all the same process that just took an hour to do with the first agent despite me giving all the information the agent needed up front to accomplish the change. Second agent then informs me I now owe $133 to book the same tickets an hour later. What?! The second agent informs me that the price changes every minute. So now not only did I not get to go on my original trip to where I was supposed to be able to enjoy the snow in the mountains and ski in March. I am not having to go in August, probably not ski because it is summer, and pay an extra $133 because it took the first agent so long to help me my session timed out and the second agent cannot give me the same price. I will not be booking through Expedia in the future. This process has been extremely frustrating. I could have book the tickets in a fraction of the time it took to work with the agents had they just given me a credit code to book the tickets myself. Plus I would have gotten it for a price that allowed me not to have to pay extra on top of the credit. I know this review will not help me but I hope it helps someone else from making the same mistake I made in booking through Expedia.
-Received email from EXPEDIA on 6/15/2020 at 12:41 am informing me of the cancellation of the flight portion of my reservation.
-Email suggested I contact them via phone to discuss rescheduling options.
-I called them at 12:00 pm on 6/15/2020 to discuss my options.
-I explained my preferences, reviewed available replacement flights and came to an agreement.
-I was asked to hold while they confirmed it. Held the line for 55 minutes and was disconnected.
-I immediately called back and was informed no notes existed on my last conversation.
-I proceeded to repeat the process again. Agreed on a schedule change, put on hold to confirm. Hold time was 55 additional minutes.
-Agent returned to tell me a supervisor was required to confirm and finalize. Placed back on hold another hour.
-Agent returned to tell me a supervisor was not available and I would get a call back when they were available.
-Received call back from non supervisor at 3:08 pm informing me a supervisor would be transferred in. I was asked to hold.
again. I held the line for an additional 85 minutes. I disconnected the call.
-Received a call at 6:45 pm from "Jack" who identified himself as a supervisor.
-He promptly found a replacement flight that met my requirements. I agreed with his new flight schedule (3rd time) and gave him permission to make the change.
-He asked I hold while processing. I held the line until being disconnected exactly at 7:45 pm.
-Jack called back at 7:55 pm and asked I continue to hold and if disconnected he would call me back.
-I continued to hold until 8:59pm and was disconnected again. He never called back.
They made several offers to rectify but on each occasions never firmed it up.I continue to consider this a "bait and switch" originally and then a stall and hold practice designed to burn me out and give up. ( 9 hours on the phone on just Monday alone)
I've tried reaching their corporate offices and all available extensions run rapid busy even on options to leave voicemail.
I've replied to their original email and have sent emails to their corporate contacts none of which have been replied.
Note: Their customer service numbers ring through and are answered promptly so It is apparent it is not a staffing or Covid related.
August 1,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the unsatisfactory service received for a flight exchange
request. We understand
from Mr. complaint that he spent a lot of hours on the phone
with Expedia agents but was not assisted accordingly. Our
records indicate that on May 25, 2020, Mr. or an
authorized user of the account booked a package to Las Vegas, NV for travel 03-06Jul
2020. The package reservation included a roundtrip flight departing on March
19, 2020 from San Francisco, CA to Las Vegas, NV via *** Airlines, and
returning July 6, 2020. The package booking also included a 3-night stay at *** - Resort & Casino for check in
on July 3, 2020, checking out July 6, 2020. Total cost of the package was $717.44At the time of completing his booking with our agent, Mr. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 15, 2020, Mr. was notified
via email that *** Airlines has initiated an airline schedule change. Mr. was provided flight options and was asked to reply to the
email with the preferred flights.
In addition, Mr. called in to request a refund as customer
was not okay with the alternate flight options offered by the airlines. Expedia
agent documented that flight tickets are eligible
for a refund but was not able to process anything as customer was not okay with
the refund timing and disconnected the call.After further review we can confirm that on July
2, 2020, Mr. called *** Airlines to process a
flight exchange directly. *** Airline agent confirmed that Mr. flew
on July 3, 2020. The ticket for the other traveler in the booking was however
not used and will be refunded. The customer will be notified by the airline via
email once refund has been completed. In addition, *** - Resort & Casino
agent also confirmed that the hotel reservation was used. Mr. checked in
on July 3, 2020 and checked out on July 6, 2020.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Mr. used the flight ticket and the hotel reservation, any unused ticket on the booking will be
refunded by the airline. 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
August 1,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the unsatisfactory service received for a flight exchange
request. We understand
from Mr.’s complaint that he spent a lot of hours on the phone
with Expedia agents but was not assisted accordingly. Our
records indicate that on May 25, 2020, Mr. or an
authorized user of the account booked a package to Las Vegas, NV for travel 03-06Jul
2020. The package reservation included a roundtrip flight departing on March
19, 2020 from San Francisco, CA to Las Vegas, NV via *** Airlines, and
returning July 6, 2020. The package booking also included a 3-night stay at *** - Resort & Casino for check in
on July 3, 2020, checking out July 6, 2020. Total cost of the package was $717.44At the time of completing his booking with our agent, Mr. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 15, 2020, Mr. was notified
via email that *** Airlines has initiated an airline schedule change. Mr. was provided flight options and was asked to reply to the
email with the preferred flights.
In addition, Mr. called in to request a refund as customer
was not okay with the alternate flight options offered by the airlines. Expedia
agent documented that flight tickets are eligible
for a refund but was not able to process anything as customer was not okay with
the refund timing and disconnected the call.After further review we can confirm that on July
2, 2020, Mr. called *** Airlines to process a
flight exchange directly. *** Airline agent confirmed that Mr. flew
on July 3, 2020. The ticket for the other traveler in the booking was however
not used and will be refunded. The customer will be notified by the airline via
email once refund has been completed. In addition, *** - Resort & Casino
agent also confirmed that the hotel reservation was used. Mr. checked in
on July 3, 2020 and checked out on July 6, 2020.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Mr. used the flight ticket and the hotel reservation, any unused ticket on the booking will be
refunded by the airline. 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
My husband and I booked 2 round trip tickets to Buenos Aires, Argentina (departing 6/14/20 from LAX, returning 6/27/20 to LAX, itinerary # ***) via Expedia's website (booked on 12/2/19). On 5/24/20, we were notified by *** airlines that our flights was cancelled due to Covid19 / border restrictions. Per DOT, a passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason. We contacted Expedia several times to request a full refund to our credit card and they refused. They stated that they were "following *** policy" and not able to provide a refund and that we would need to contact *** airlines. I contacted *** to request a full refund and on 5/30/20, *** representative Anderson G sent me an email stating I am entitled to a FULL REFUND of my purchase - a case number with this information was also created - #***. I contacted Expedia again with this information and they again refused a refund. On 6/17/20, I received an email from Expedia that they issued us a travel voucher which IS NOT a full refund.
August 3rd, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Amanda *** (Revdex.com case
number ***)
regarding a refund request for her flight reservation.Our records indicate/reflect the customer, or an
authorized user of the Expedia account, self-booked a flight for two passengers
on Expedia's website, under itinerary ***.
This consisted of round-trip tickets with *** Airlines Group departing
Los Angeles, CA on June 14th, 2020, connecting in Lima, Peru for a
final destination of Buenos Aires, Argentina on June 15th, 2020.
Returning to Los Angeles, CA on June 27th, 2020 from Buenos Aires,
Argentina with a connection in Santiago, Chile. This includes a Travel
Protection Flight Protection Plan provided by ***.Our records indicate that on May 22nd, 2020 ***
Airlines Group initiated an airline schedule change and cancelled one of Mrs. flights. On June
18th, 2020, Mrs. contacted Expedia inquiring about her refund due to
the cancelled flight, providing Expedia with *** case number: ***. The assisting agent
contacted *** Airlines, providing the case number. The *** agent advised
Expedia to apply for a voucher per their website. The representative advised
once the request is approved, *** will email the customer directly on how to
redeem the voucher as a refund. Expedia applied for the voucher per instruction
from *** Airline Group.On July
22nd, 2020, Mrs. contacted Expedia to inquire on a refund
update, stating they were advised by *** Airlines that Expedia had not submitted
the voucher request. Upon receipt of this complaint, we contacted ***
Airlines Group, who informed us they were having issues with their website, and
therefore submitted the request on Expedia’s behalf for Mrs.. The *** representative confirmed the request was
submitted, advising Mrs. she will be receiving email confirmations
from *** Airlines Group directly confirming the refund details. Mrs.
advised the assisting Expedia agent that they received these email
confirmations from *** Airlines Group.Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to
the rules and restrictions of those providers.We thank you for allowing us the opportunity to address
the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Gina
B.Corporate
Correspondence Team
I made two hotel bookings in late February 2020 for the Montreal jazz festival on Expedia.ca each booking cost $284.40 CAD. Due the COVID 19 pandemic everything was cancel. I have contacted Expedia three times first in early May, late May and early June. I was told that the bookings were cancelled in late May which recorded and in June. However, I have periodically checked in with my bank for any credit card credit but I am constantly told I was not giving any credit.
Reference Number: ***
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 the first reservation for Hotel *** Suites was created on February 7, 2020 via the website for arrival on June 26, 2020 and departure on June 27, 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.
I can confirm that the second reservation for Hotel *** Suites was created on February 7, 2020 via website for arrival on June 27, 2020 and departure on June 28, 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.
Customer care was able to obtain approval for the refund of both reservations in the amount of $251.85 CAD (First reservation) and $213.72 CAD (Second reservation).
Our records indicate both refunds have processed successfully. If the customer has not yet received their refund, we recommend they reach out to their financial institution for further assistance.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
As a refund has been issued, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
I booked my ticket to ZURICH back in November 2019 for a trip in July/August 2020. In December and January they contacted me several times for several date and time changes. After COVID-19 hit, I was discussing the trip with my father in MAY but when I checked my itinerary, I noticed that the airline (***) had cancelled my outbound flight and Expedia had not notified me at any point. I would have never known if I hadn't checked. I began calling and requesting my refund (as I was also insured with Travel Guard), Expedia kept making me wait over weeks for call backs to tell me every time they can only do credit based on airline policies; yet when my father had called *** they told him they could do refunds but it had to go through Expedia. Furthermore, I tried to file a claim through insurance but I could not even do that because I had no proof of when and who cancelled my flight since I was never notified in the first place. Expedia and *** refuse to take responsibility. This has been ongoing battle since then, and Expedia and *** will no longer respond to us or will default with automated messages. I have the right to my refund back, this is infuriating. The trip total was $981.92. I just want this back. It's punishment enough that I am unable to see my parents after 2 years apart. Please help me.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flight with *** for travel from
San Francisco, CA, USA to Zurich, Switzerland.Both of
the flights had major schedule changes that did not offer a travel alternative
that was within five hours of the original schedule. The airline is allowing a
refund of the tickets. The
current situation with the pandemic is unprecedented. The refund has been
requested from the airline and they are advising that their processing time is
slower than normal. Please allow up to eight weeks for the process to completed
through the airline and the credit card company. 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