Ive purchased an airline ticket for *** air via expedia and I have contacted multiple times for refund. First I was told to contact *** air so I did and they said they have sent a wavier to authorize refund to me. Expedia refuses to check that and everytime I contact them I am told different things and today after going back and forth about 3, 4 times I am told that refund is not possible.
Expedia.com Response
• Aug 03, 2020
August 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airways. Our records indicate the on December 14, 2019 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. A round trip with *** Airways from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020.Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. Per airline policy customer was advised only applicable for Future Travel Credit and Mr. decided to submit refund claim online. On May 31, 2020 Mr. contact Expedia via chat requesting to be refunded for the flight. Our agent advised customer only qualifies for Future Travel Credit and also helped customer to submit refund online. Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Monica *** Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because:
Expedia is mixing up 2 different refunds.
"Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. " No, I did not self cancel the trip from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020."
The one I cancelled my self was the itinerary# *** see attachment#1 and attachment #2 to see that I did not self cancel ***. But rather it was cancelled by the airline.
"Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. "
The amount specified here is completely wrong; again, the amount of $799.85 corresponds with the itinerary# ***, please refer to attachment #1 again.
"Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways."
What does this have to do with me getting a refund? I contacted Revdex.com on June 19th because after I contacted Expedia and *** air at least 2 times, I did not get anywhere. Additionally from my understanding, company policies and rules do NOT supersede regulations. Please see attachment #3. and their response I got on attachment #4
"Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. "
This is irreverent since *** airline, when I called them 3 times to resolve this issue with Expedia, has said they are authorizing Expedia to refund me, Expedia was simply barring me from getting refund from *** Airway.
"After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us."
This is because I mentioned about the enforcement letter from the department of transportation; after the *** airline representative got frustrated with the fact that Expedia has denied my refund request numerous times. She informed me about the DOT enforcement letter and told me to bring it up in the conversation.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation/new information Mr. provided to further address his concerns.
We have advised Mr. in the previous email that “After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. “ If Mr. would like to reject this refund he would need to do so with this bank.
The refund is being issued back to the original form of payment used to make the reservation and may take up to 8 weeks to post.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
A vacation was booked and paid in full prior to checking in at the resort in Cancun, Mexico. Upon check-in I was told that our reservation did not cover my 16 year sister, who is a minor, in which our reservation stated such. Even though the vacation was paid in full and confirmed, upon check-in it was demanded that I pay an additional $766 in order to check-in our entire party and receive keys to our rooms, because she should be treated as an adult. At this point, we had no other options or anywhere to go as we're from the US traveling to a foreign country. This treatment was basically a bait and switch by their front desk employees knowing that there would be nothing else a party of 4 foreign people could do but pay the extra fee to check-in. At no time during the reservation process was it disclosed that a minor of 16 would be treated as an adult, and charged an additional fee at check-in, which was not calculated correctly as the difference would have only been the food cost (I'm guessing) since the rooms were already included no matter what the age the guests are. We didn't get a full break down of how they arrived at that amount either, but rather there an short explanation that there was nothing they can do and either we check-in or leave without a refund of our money from the paid reservation.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation for the *** All Inclusive, for check-in March 09, 2020 and check-out March 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
Cancellations or changes made after 5:59 PM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 2 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The reservation was made for two rooms under the names of *** with 1 Adult and 1 child. In a room with a max occupancy of two. The second was made under the name of *** with 2 Adults and 0 children with a max occupancy of two.Customer care was contacted on March 09, 2020 in regards to obtaining a refund of the additional charges for the reservation. When customer care received the request they contacted the property to advocate for a refund of the additional charges on the customer's behalf which was unfortunately denied as the property did not consider the 16 year old a child.
Conclusion/Resolution:
We apologize for any frustration our customer has experienced with this reservation.
It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund for the additional charges. To prevent similar issues such as this in the future, we recommend reviewing the ages of the inputted children prior to completing the reservation.
Thank you for giving us the opportunity to address the customer's concerns.
Kind Regards,
The Expedia Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because: The age range for a child was not disclosed. This is unacceptable to charge a customer an additional amount or forfeit their entire preapaid vacation because Expedia did not coordinate the arrangement correctly. The additional charge that Riu charged me need to be reimbursed for the lack of transparency on Expedia's partnership with ***.
Due to state and employer restrictions placed in response to COVID-19, I was forced to cancel a prepaid hotel reservation of almost $1,500 booked through Expedia. Expedia told me that it was non-refundable by hotel policy, unless the hotel itself would authorize a refund, which they promptly agreed to when I called them directly. After waiting until within 7 days of scheduled travel, I called Expedia customer service to again explain the situation and the circumstances. I was told that a ticket had been opened and that I'd receive a resolution via email within 30 days.
After waiting the 30 days, I called again because I was not contacted by Expedia in any format. On this call, I was told that the hotel had agreed to refund the stay due to COVID-19 circumstances, BUT Expedia was going to issue a travel credit instead of a refund. I protested this over the phone, as not only is it the hotel's money to decide to give back, but due to the nature of the pandemic, I certainly don't plan to do any travelling soon. I was told I had no choice and that again, within 30 days I would receive an email to deliver and explain the travel credit.
After waiting the next 30 days, I called a third time to be told that the email and credit should arrive within 6 days. Of course, it did not and I called back about two weeks later only to be given the EXACT same wait 30 days speech!! It's unbelievable at this point. I strongly but professionally plead my case to customer service again but was told over and over, "There's nothing I can do for you, you have to wait the 30 days for your credit, that's the policy." I continued to not be satisfied with this response because I knew it was untrue, like the times prior. Eventually the agent offered to transfer me to his Supervisor, and I gladly accepted, only to be placed on hold for 10 minutes and then promptly hung up on without speaking to another person. I'm at a dead-end, Expedia has made it clear that they are going to avoid correcting this problem.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the *** for check-in April 10 and check out April 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
The reservation was canceled on March 18, 2020. Customer care was contacted on May 09, 2020 in regards to the refund for the reservation.After reviewing the reservation it is eligible for a full refund.
Conclusion/Resolution:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
A refund in the amount of $1442.24 USD has been issued to the card on file Hotels.com issues refunds within 7-10 business days although the bank may take longer.
We deeply appreciate our customer's patience and understanding during this time.
Kind Regards,
Lesa GConsumer RelationsHotels.com
Customer Response
• Jul 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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.
I purchased tickets to fly to hawaii in June, because of the Covid and both my husband and my health issues, our doctor recommended we not travel since we could contact the virus he recommended that we not travel. I have been trying for over a month to receive my refund, today 6/18/2020 I called and the first person I talk to from expedia stated we were eligible for a refund, she stated she had to transfer us to another department, I was on the phone for almost 2 hours when a gentleman answered and stated he would process our refund. Then the phone line became dead. The person has stated if we got disconnect he would call me back, no call returned. I went on line to chat with expedia and they stated that I could only get a credit. This is crazy I was told I could get my refund, then from the same company only on a chat I was told only a credit. Whats going on?? All I can say is dont use Expedia, they dont care if you have a health issue or are over 60. I wish I had checked this site and seen all the complaints before booking with Expedia. With all the hard times right now you think they would care about their customers. If you want a good deal dont book with Expedia!!
My flight to Bangalore (India) on 4/24 was cancelled by the airline due to COVID. I called Expedia for a refund but they advised that refunds depend on airline policy. I called *** who confirmed that they would refund full payment since the airline cancelled the flights. I called Expedia in April and they confirmed full refund will be issued BUT I am yet to see the credit in my credit card statement. I have called Expedia 3 times in May and June and each time call is dropped after being on hold for over 2 hours.
Expedia.com Response
• Aug 04, 2020
August 4th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***)
regarding his flight reservation. Our
records indicate/reflect the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for one passenger on
Expedia's website, under itinerary ***. Travel booked was a round-trip
ticket aboard *** Airlines from San Francisco CA, to Bengaluru, India, departing
April 24th, 2020. We understand Mr. would like a full
refund, due to the flights being cancelled.On
April 18, 2020, *** Airlines initiated an airline
schedule change, resulting in the flights being cancelled, and Mr. was
sent an email stating he would receive an airline credit through *** 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. Due
to the Coronavirus outbreak, airlines are constantly updating their policies.On
July 3rd, 2020, Mr.
contacted Expedia via email, advising he wants a refund and not a voucher,
stating he was advised by *** Airlines, he is eligible for a full refund.
Expedia confirmed with *** Airlines, their policy has since been updated.
After receiving this information, Expedia initiated the refund process via the
airline system. The time it takes for the refund to post to Mr.
***’s account varies, depending on the time it takes the airline and her
credit card company to process refunds. Because the refund is coming directly
from the merchants, ***
Airlines, it can take up to 8 – 12 weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gina B.Corporate Correspondence Team
I purchased my flight about 6 months ago to get a low cost. A few days ago, I called Expedia to check the status of my flight and the representative told me that my flight was canceled and tried to get me to book a new flight. I thought it was strange that the airline did not contact me about the flight cancellation, so I checked my flight status on the airline site (*** Airlines). It showed that the flight had not been canceled. I called Expedia to let them know that my flight had not been canceled, so no further action is needed. They still claim that my flight was canceled and altered the details on my Expedia account to show that the flight was canceled. I believe Expedia is trying to mislead customers to cancel their previous-planned flights, in order, to get them to book new flights at a higher cost (price gouging)
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on February 29th,
2020 , Mr., or an authorized user of the Expedia account, self-booked
a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines,
departing on July 18th, 2020, from Dubai,
***, with a connection in London, England, to Miami, FL, returning August 14th, 2020. This
included a Travel Protection Flight Protection Plan provided by ***.Upon review, beginning March 10th, 2020, *** Airlines initiated its first of multiple airline schedule changes. With each
airline schedule change initiated by *** Airlines, the customer was sent
an email with alternative flight options which are provided by the airline, and
along with an option to self-cancel the flight for a refund via Self-Help
section on the website.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. We
hope you understand we must follow the terms and conditions as dictated by the
vendors. Additionally, at the time of booking Mr. accepted Expedia’s
Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel
or other services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Affiliates. The Expedia
Companies and the Expedia Affiliates are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
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, Gina
B.Corporate
Correspondence 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.
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
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.
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
-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
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 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 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.
I made a hotel reservation through Expedia In March 03, 2020. Expedia offered free cancellation, but additionally, due the appearance of the pandemic Covid-19 all was cancelled like flights, cruises, all reservations. All companies refunded all fees, included Airbnb , but Expedia didn´t want to do the refund, because policies of the hotel. I made the exercise again en April to verify the information, of course, the offered the same policy, free cancellation 2 o 3 days before the check-in.
Regardless a pandemic is just cause to make a cancellation
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 March 4th, 2020 via the Expedia website for arrival on March 29, 2020 and departure on March 30, 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.
We have found that the hotel closed down for the rest of the year on March 28, 2020.
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 149.94. 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.
We also added the rewards points they redeemed on this booking back to the customers rewards account.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,The Expedia Team
Customer Response
• Jul 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
We booked a trip that was supposed to be in May, due to Covid we were given the chance to cancel, which we did. I had to wait our turn since Expedia was only helping travelers traveling within the next 72 hours. When I was sent the text with the instructions to cancel I followed and got an email confirmation. The email stated that we would get a credit for the airline and the hotel would be taken care of 72 hours before our travel date. The hotel was never cancelled so when I contacted someone I was told it was no problem since I had travel protection. It turns out that the date I had contacted Expedia was a date we were supposed to be in Hawaii, so they told me that they had to open a case and it depended on the hotel to refund. I didn't understand that since the trip was booked as a package, and I figured it was cancelled as a package. Plus it was Expedia who was supposed to handle cancelling the hotel yet they didn't, so what was I waiting on the hotel for? I was given the case # *** but never heard back and it's been over a month. When I do inquire I keep getting told they're waiting on the hotel, which again, doesn't make sense since Expedia should have been the one to handle the cancellation. I spent quite a bit on the hotel, $1035.64. The second issue I have is we finally decided to use our air credit to book a new vacation. I have a credit of $870.00 and my husband has a credit of $870.00. I called 2 nights ago, was put on hold and after an hour and a half I got hung up on. My husband called back last night, they had all the details and even opened a case *** which I wasn't sure why they didn't just go ahead and book right then, they told him they were transferring him, put him on hold. He sat on hold for 3 hours, and finally gave up.
Expedia.com Response
• Aug 03, 2020
August 3, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airlines.
Our records indicate the September 27, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A round trip flight with *** from St. Louis, MO, to Hilo, HI, departing on May 9, 2020 and returning May 16, 2020, a non-refundable Room, ***, 1 Queen Bed, Hot Tub, at *** Volcano, HI, for May 9-May 16, 2020 and travel Protection Vacation Waiver.
Upon review, on April 18, 2020 the customer self-cancelled the flight portion of the booking for a full refund. On May 27, 2020 the customer contacted chat and requested to check on refund and per previous documentation customer was tagged as a no-show and customer was advised that case was still being escalated.
Upon further review, on June 6, 2020 Ms. contacted via chat to check on status of case however customer stopped answering chat. On June 17, 2020 customer contacted via chat to check on status of refund and Ms. was advised refund of the request was already submitted and also that case was reviewed and refund was denied using insurance as the hotel was not cancelled. On June 20, 2020 Ms. called Expedia to use Future Travel Credit. Ms. requested new flight 19Sep STL-NAS flight ***/*** return 26sep flight ***/*** was advised of $119.46 per passenger miscellaneous charge order (***). Ms. also contacted via Chat to request refund for hotel as agent *** called hotel and received refund approval no fee and the agent submitted refund for the hotel.
Please be advised there are no recorded attempts from Ms. to contact us prior to May 9, 2020, and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund with *** Airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a *** flight on Expedia.com. The flight got cancelled by an airline. I called to Expedia on 6/1/20 to request a refund for which I qualify according to Department of Transportation regulations. Expedia advised me that the refund has to be authorized by ***, and once the airline authorizes it, the refund will be processed. I received a confirmation from Expedia (a simple email) on 6/2/20 that the refund request was filed with *** on my behalf. I tried to follow up with Expedia many times on the status of my request, however every time I was given a round-about ("our specialized team is looking into it, we will let you know once the request is approved by an airline"). I decided to call to *** directly to ask them why they are holding my refund. *** assured me that I do indeed qualify for a refund, however they stated that they never received a refund waiver request from Expedia. The *** representative accessed multiple systems, as well as requested assistance from her supervisor, and confirmed multiple times via the phone that there is no record that Expedia requested a refund for me. I got a notice that that phone call was recorded, so please feel free to obtain a copy of that call. This is a very bad business practice. I am stuck between Expedia and ***, and can't take any actions as a consumer. I have been provided false information, and I don't know how else to protect my rights against unfair business practices.
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 *** (Revdex.com case number ***)
regarding her flight reservation. We understand the customer is requesting a
full refund for her flight reservation. Our records indicate the on December 13th, 2019,
the customer, or an authorized user of the Expedia account, self-booked a
flight for two passengers on Expedia's website, under itinerary ***.
The booking included a round-trip flight with *** Airlines departing Minsk,
Belarus on June 26th, 2020, with a connection in Frankfurt, Germany,
for a final destination of Philadelphia, Pennsylvania. Returning to Minsk, Belarus with
a connecting flight in Frankfurt, Germany on August 4, 2020.Upon
review, on June 1st, 2020, *** Airline initiated an airline
schedule change on the outbound flights, resulting the airline cancelling the
flight. On
June 2nd, 2020, *** contacted Expedia via phone requesting a refund
for her cancelled flight. Expedia reviewed ***’s policy, confirming the
tickets being eligible for refund. However *** was not allowing direct
refund process from Expedia, therefore we sent a refund request to the airline
via email on behalf of the customer. We
understand that ***’s issue has been resolved, as *** Airline has
processed a full refund, in which Expedia has also advised ***. We thank you
for allowing us the opportunity to address the issues brought to our attention.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Thank you,Gina B.Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I realize there is nothing else that Expedia can do in this case. However, I wanted to advise you that I didn’t receive a refund from *** until I opened a dispute with my credit card company. The case is currently with Chase, and it is my understanding that *** is reimbursing to Chase for the credit I received from my bank.
After renting a vehicle and purchasing the insurance that was recommended through Expedia, I cannot get resolution for a claim that was filed in December 2019. The insurance provider that was used Travel Guard (AIG) has been negligent with the handling of the Claim, causing me financial hardship when I have followed all direction and provided all necessary information.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a rental car reservation.
Upon researching the customer’s complaint, we were not provided with a valid Expedia itinerary number. While the email address was provided, a case was not found regarding a car rental complaint. We ask that Ms. reviews the full itinerary number or line of business he booked under and reach out to the correct business line so that the case can be properly reviewed.
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 at 1-800-397-3342.
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Jul 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I 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.
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!!!
Ive purchased an airline ticket for *** air via expedia and I have contacted multiple times for refund. First I was told to contact *** air so I did and they said they have sent a wavier to authorize refund to me. Expedia refuses to check that and everytime I contact them I am told different things and today after going back and forth about 3, 4 times I am told that refund is not possible.
August 3, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airways. Our records indicate the on December 14, 2019 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. A round trip with *** Airways from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020.Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. Per airline policy customer was advised only applicable for Future Travel Credit and Mr. decided to submit refund claim online. On May 31, 2020 Mr. contact Expedia via chat requesting to be refunded for the flight. Our agent advised customer only qualifies for Future Travel Credit and also helped customer to submit refund online. Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Monica *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is mixing up 2 different refunds.
"Upon review, on March 27, 2020 - The customer self-cancelled the flight for a full refund. On May 19, 2020 Mr. contact Expedia via chat to see if applicable for a refund. " No, I did not self cancel the trip from San Francisco, CA, to Tokyo, Japan, departing on April 4, 2020 and returning on April 19, 2020."
The one I cancelled my self was the itinerary# *** see attachment#1 and attachment #2 to see that I did not self cancel ***. But rather it was cancelled by the airline.
"Upon further review, on June 18, 2020 Mr. contact Expedia via chat to check on the cancellation. On June 19, 2020 Mr. contact Expedia via chat and was advised a refund of $799.85 and the agent sent customer an email to advised of refund. "
The amount specified here is completely wrong; again, the amount of $799.85 corresponds with the itinerary# ***, please refer to attachment #1 again.
"Please be advised there are no recorded attempts from Mr. to contact us prior to March 27, 2020, and based on the airline’s policy and the flight’s fare rules, we were unable to honor the customer’s request for a refund with *** Airways."
What does this have to do with me getting a refund? I contacted Revdex.com on June 19th because after I contacted Expedia and *** air at least 2 times, I did not get anywhere. Additionally from my understanding, company policies and rules do NOT supersede regulations. Please see attachment #3. and their response I got on attachment #4
"Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. "
This is irreverent since *** airline, when I called them 3 times to resolve this issue with Expedia, has said they are authorizing Expedia to refund me, Expedia was simply barring me from getting refund from *** Airway.
"After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us."
This is because I mentioned about the enforcement letter from the department of transportation; after the *** airline representative got frustrated with the fact that Expedia has denied my refund request numerous times. She informed me about the DOT enforcement letter and told me to bring it up in the conversation.
Sincerely
August 6, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation/new information Mr. provided to further address his concerns.
We have advised Mr. in the previous email that “After contacting the airline one final time our agent was able to get the airline to provide a waiver which allowed us to process a refund for the customer. “ If Mr. would like to reject this refund he would need to do so with this bank.
The refund is being issued back to the original form of payment used to make the reservation and may take up to 8 weeks to post.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
A vacation was booked and paid in full prior to checking in at the resort in Cancun, Mexico. Upon check-in I was told that our reservation did not cover my 16 year sister, who is a minor, in which our reservation stated such. Even though the vacation was paid in full and confirmed, upon check-in it was demanded that I pay an additional $766 in order to check-in our entire party and receive keys to our rooms, because she should be treated as an adult. At this point, we had no other options or anywhere to go as we're from the US traveling to a foreign country. This treatment was basically a bait and switch by their front desk employees knowing that there would be nothing else a party of 4 foreign people could do but pay the extra fee to check-in. At no time during the reservation process was it disclosed that a minor of 16 would be treated as an adult, and charged an additional fee at check-in, which was not calculated correctly as the difference would have only been the food cost (I'm guessing) since the rooms were already included no matter what the age the guests are. We didn't get a full break down of how they arrived at that amount either, but rather there an short explanation that there was nothing they can do and either we check-in or leave without a refund of our money from the paid reservation.
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation for the *** All Inclusive, for check-in March 09, 2020 and check-out March 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
Cancellations or changes made after 5:59 PM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 2 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The reservation was made for two rooms under the names of *** with 1 Adult and 1 child. In a room with a max occupancy of two. The second was made under the name of *** with 2 Adults and 0 children with a max occupancy of two.Customer care was contacted on March 09, 2020 in regards to obtaining a refund of the additional charges for the reservation. When customer care received the request they contacted the property to advocate for a refund of the additional charges on the customer's behalf which was unfortunately denied as the property did not consider the 16 year old a child.
Conclusion/Resolution:
We apologize for any frustration our customer has experienced with this reservation.
It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund for the additional charges. To prevent similar issues such as this in the future, we recommend reviewing the ages of the inputted children prior to completing the reservation.
Thank you for giving us the opportunity to address the customer's concerns.
Kind Regards,
The Expedia Team
Complaint: ***
I am rejecting this response because: The age range for a child was not disclosed. This is unacceptable to charge a customer an additional amount or forfeit their entire preapaid vacation because Expedia did not coordinate the arrangement correctly. The additional charge that Riu charged me need to be reimbursed for the lack of transparency on Expedia's partnership with ***.
Sincerely
Due to state and employer restrictions placed in response to COVID-19, I was forced to cancel a prepaid hotel reservation of almost $1,500 booked through Expedia. Expedia told me that it was non-refundable by hotel policy, unless the hotel itself would authorize a refund, which they promptly agreed to when I called them directly. After waiting until within 7 days of scheduled travel, I called Expedia customer service to again explain the situation and the circumstances. I was told that a ticket had been opened and that I'd receive a resolution via email within 30 days.
After waiting the 30 days, I called again because I was not contacted by Expedia in any format. On this call, I was told that the hotel had agreed to refund the stay due to COVID-19 circumstances, BUT Expedia was going to issue a travel credit instead of a refund. I protested this over the phone, as not only is it the hotel's money to decide to give back, but due to the nature of the pandemic, I certainly don't plan to do any travelling soon. I was told I had no choice and that again, within 30 days I would receive an email to deliver and explain the travel credit.
After waiting the next 30 days, I called a third time to be told that the email and credit should arrive within 6 days. Of course, it did not and I called back about two weeks later only to be given the EXACT same wait 30 days speech!! It's unbelievable at this point. I strongly but professionally plead my case to customer service again but was told over and over, "There's nothing I can do for you, you have to wait the 30 days for your credit, that's the policy." I continued to not be satisfied with this response because I knew it was untrue, like the times prior. Eventually the agent offered to transfer me to his Supervisor, and I gladly accepted, only to be placed on hold for 10 minutes and then promptly hung up on without speaking to another person. I'm at a dead-end, Expedia has made it clear that they are going to avoid correcting this problem.
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the *** for check-in April 10 and check out April 13, 2020. The cancellation and change policy the customer agreed to at the time of booking states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
The reservation was canceled on March 18, 2020. Customer care was contacted on May 09, 2020 in regards to the refund for the reservation.After reviewing the reservation it is eligible for a full refund.
Conclusion/Resolution:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
A refund in the amount of $1442.24 USD has been issued to the card on file Hotels.com issues refunds within 7-10 business days although the bank may take longer.
We deeply appreciate our customer's patience and understanding during this time.
Kind Regards,
Lesa GConsumer RelationsHotels.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
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.
I purchased tickets to fly to hawaii in June, because of the Covid and both my husband and my health issues, our doctor recommended we not travel since we could contact the virus he recommended that we not travel. I have been trying for over a month to receive my refund, today 6/18/2020 I called and the first person I talk to from expedia stated we were eligible for a refund, she stated she had to transfer us to another department, I was on the phone for almost 2 hours when a gentleman answered and stated he would process our refund. Then the phone line became dead. The person has stated if we got disconnect he would call me back, no call returned. I went on line to chat with expedia and they stated that I could only get a credit. This is crazy I was told I could get my refund, then from the same company only on a chat I was told only a credit. Whats going on?? All I can say is dont use Expedia, they dont care if you have a health issue or are over 60. I wish I had checked this site and seen all the complaints before booking with Expedia. With all the hard times right now you think they would care about their customers. If you want a good deal dont book with Expedia!!
My flight to Bangalore (India) on 4/24 was cancelled by the airline due to COVID. I called Expedia for a refund but they advised that refunds depend on airline policy. I called *** who confirmed that they would refund full payment since the airline cancelled the flights. I called Expedia in April and they confirmed full refund will be issued BUT I am yet to see the credit in my credit card statement. I have called Expedia 3 times in May and June and each time call is dropped after being on hold for over 2 hours.
August 4th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***)
regarding his flight reservation. Our
records indicate/reflect the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for one passenger on
Expedia's website, under itinerary ***. Travel booked was a round-trip
ticket aboard *** Airlines from San Francisco CA, to Bengaluru, India, departing
April 24th, 2020. We understand Mr. would like a full
refund, due to the flights being cancelled.On
April 18, 2020, *** Airlines initiated an airline
schedule change, resulting in the flights being cancelled, and Mr. was
sent an email stating he would receive an airline credit through *** 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. Due
to the Coronavirus outbreak, airlines are constantly updating their policies.On
July 3rd, 2020, Mr.
contacted Expedia via email, advising he wants a refund and not a voucher,
stating he was advised by *** Airlines, he is eligible for a full refund.
Expedia confirmed with *** Airlines, their policy has since been updated.
After receiving this information, Expedia initiated the refund process via the
airline system. The time it takes for the refund to post to Mr.
***’s account varies, depending on the time it takes the airline and her
credit card company to process refunds. Because the refund is coming directly
from the merchants, ***
Airlines, it can take up to 8 – 12 weeks.We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gina B.Corporate Correspondence Team
I purchased my flight about 6 months ago to get a low cost. A few days ago, I called Expedia to check the status of my flight and the representative told me that my flight was canceled and tried to get me to book a new flight. I thought it was strange that the airline did not contact me about the flight cancellation, so I checked my flight status on the airline site (*** Airlines). It showed that the flight had not been canceled. I called Expedia to let them know that my flight had not been canceled, so no further action is needed. They still claim that my flight was canceled and altered the details on my Expedia account to show that the flight was canceled. I believe Expedia is trying to mislead customers to cancel their previous-planned flights, in order, to get them to book new flights at a higher cost (price gouging)
August 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on February 29th,
2020 , Mr., or an authorized user of the Expedia account, self-booked
a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines,
departing on July 18th, 2020, from Dubai,
***, with a connection in London, England, to Miami, FL, returning August 14th, 2020. This
included a Travel Protection Flight Protection Plan provided by ***.Upon review, beginning March 10th, 2020, *** Airlines initiated its first of multiple airline schedule changes. With each
airline schedule change initiated by *** Airlines, the customer was sent
an email with alternative flight options which are provided by the airline, and
along with an option to self-cancel the flight for a refund via Self-Help
section on the website.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. We
hope you understand we must follow the terms and conditions as dictated by the
vendors. Additionally, at the time of booking Mr. accepted Expedia’s
Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel
or other services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Affiliates. The Expedia
Companies and the Expedia Affiliates are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
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, Gina
B.Corporate
Correspondence 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
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
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
-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
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 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 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
I made a hotel reservation through Expedia In March 03, 2020. Expedia offered free cancellation, but additionally, due the appearance of the pandemic Covid-19 all was cancelled like flights, cruises, all reservations. All companies refunded all fees, included Airbnb , but Expedia didn´t want to do the refund, because policies of the hotel. I made the exercise again en April to verify the information, of course, the offered the same policy, free cancellation 2 o 3 days before the check-in.
Regardless a pandemic is just cause to make a cancellation
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on March 4th, 2020 via the Expedia website for arrival on March 29, 2020 and departure on March 30, 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.
We have found that the hotel closed down for the rest of the year on March 28, 2020.
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 149.94. 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.
We also added the rewards points they redeemed on this booking back to the customers rewards account.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
We booked a trip that was supposed to be in May, due to Covid we were given the chance to cancel, which we did. I had to wait our turn since Expedia was only helping travelers traveling within the next 72 hours. When I was sent the text with the instructions to cancel I followed and got an email confirmation. The email stated that we would get a credit for the airline and the hotel would be taken care of 72 hours before our travel date. The hotel was never cancelled so when I contacted someone I was told it was no problem since I had travel protection. It turns out that the date I had contacted Expedia was a date we were supposed to be in Hawaii, so they told me that they had to open a case and it depended on the hotel to refund. I didn't understand that since the trip was booked as a package, and I figured it was cancelled as a package. Plus it was Expedia who was supposed to handle cancelling the hotel yet they didn't, so what was I waiting on the hotel for? I was given the case # *** but never heard back and it's been over a month. When I do inquire I keep getting told they're waiting on the hotel, which again, doesn't make sense since Expedia should have been the one to handle the cancellation. I spent quite a bit on the hotel, $1035.64. The second issue I have is we finally decided to use our air credit to book a new vacation. I have a credit of $870.00 and my husband has a credit of $870.00. I called 2 nights ago, was put on hold and after an hour and a half I got hung up on. My husband called back last night, they had all the details and even opened a case *** which I wasn't sure why they didn't just go ahead and book right then, they told him they were transferring him, put him on hold. He sat on hold for 3 hours, and finally gave up.
August 3, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund with *** Airlines.
Our records indicate the September 27, 2019 the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. A round trip flight with *** from St. Louis, MO, to Hilo, HI, departing on May 9, 2020 and returning May 16, 2020, a non-refundable Room, ***, 1 Queen Bed, Hot Tub, at *** Volcano, HI, for May 9-May 16, 2020 and travel Protection Vacation Waiver.
Upon review, on April 18, 2020 the customer self-cancelled the flight portion of the booking for a full refund. On May 27, 2020 the customer contacted chat and requested to check on refund and per previous documentation customer was tagged as a no-show and customer was advised that case was still being escalated.
Upon further review, on June 6, 2020 Ms. contacted via chat to check on status of case however customer stopped answering chat. On June 17, 2020 customer contacted via chat to check on status of refund and Ms. was advised refund of the request was already submitted and also that case was reviewed and refund was denied using insurance as the hotel was not cancelled. On June 20, 2020 Ms. called Expedia to use Future Travel Credit. Ms. requested new flight 19Sep STL-NAS flight ***/*** return 26sep flight ***/*** was advised of $119.46 per passenger miscellaneous charge order (***). Ms. also contacted via Chat to request refund for hotel as agent *** called hotel and received refund approval no fee and the agent submitted refund for the hotel.
Please be advised there are no recorded attempts from Ms. to contact us prior to May 9, 2020, and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund with *** Airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased a *** flight on Expedia.com. The flight got cancelled by an airline. I called to Expedia on 6/1/20 to request a refund for which I qualify according to Department of Transportation regulations. Expedia advised me that the refund has to be authorized by ***, and once the airline authorizes it, the refund will be processed. I received a confirmation from Expedia (a simple email) on 6/2/20 that the refund request was filed with *** on my behalf. I tried to follow up with Expedia many times on the status of my request, however every time I was given a round-about ("our specialized team is looking into it, we will let you know once the request is approved by an airline"). I decided to call to *** directly to ask them why they are holding my refund. *** assured me that I do indeed qualify for a refund, however they stated that they never received a refund waiver request from Expedia. The *** representative accessed multiple systems, as well as requested assistance from her supervisor, and confirmed multiple times via the phone that there is no record that Expedia requested a refund for me. I got a notice that that phone call was recorded, so please feel free to obtain a copy of that call. This is a very bad business practice. I am stuck between Expedia and ***, and can't take any actions as a consumer. I have been provided false information, and I don't know how else to protect my rights against unfair business practices.
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 *** (Revdex.com case number ***)
regarding her flight reservation. We understand the customer is requesting a
full refund for her flight reservation. Our records indicate the on December 13th, 2019,
the customer, or an authorized user of the Expedia account, self-booked a
flight for two passengers on Expedia's website, under itinerary ***.
The booking included a round-trip flight with *** Airlines departing Minsk,
Belarus on June 26th, 2020, with a connection in Frankfurt, Germany,
for a final destination of Philadelphia, Pennsylvania. Returning to Minsk, Belarus with
a connecting flight in Frankfurt, Germany on August 4, 2020.Upon
review, on June 1st, 2020, *** Airline initiated an airline
schedule change on the outbound flights, resulting the airline cancelling the
flight. On
June 2nd, 2020, *** contacted Expedia via phone requesting a refund
for her cancelled flight. Expedia reviewed ***’s policy, confirming the
tickets being eligible for refund. However *** was not allowing direct
refund process from Expedia, therefore we sent a refund request to the airline
via email on behalf of the customer. We
understand that ***’s issue has been resolved, as *** Airline has
processed a full refund, in which Expedia has also advised ***. We thank you
for allowing us the opportunity to address the issues brought to our attention.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Thank you,Gina B.Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I realize there is nothing else that Expedia can do in this case. However, I wanted to advise you that I didn’t receive a refund from *** until I opened a dispute with my credit card company. The case is currently with Chase, and it is my understanding that *** is reimbursing to Chase for the credit I received from my bank.
Sincerely
After renting a vehicle and purchasing the insurance that was recommended through Expedia, I cannot get resolution for a claim that was filed in December 2019. The insurance provider that was used Travel Guard (AIG) has been negligent with the handling of the Claim, causing me financial hardship when I have followed all direction and provided all necessary information.
July 30, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a rental car reservation.
Upon researching the customer’s complaint, we were not provided with a valid Expedia itinerary number. While the email address was provided, a case was not found regarding a car rental complaint. We ask that Ms. reviews the full itinerary number or line of business he booked under and reach out to the correct business line so that the case can be properly reviewed.
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 at 1-800-397-3342.
Sincerely,
Daniel *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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.
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!!!