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
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
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 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.
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 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.
booked a trip in February through Expedia to travel to Calgary Canada via *** Airlines on 7/3 /20 Cost 1474.76 Due to the pandemic the Canadian border has been closed until 7/21. Canada is not allowing American tourism so we cannot go on the trip. The airlines has sent revised flight schedules including drastic time changes and non-stop to a stop (if they are going to fly) Both Expedia and *** are refusing to refund our money. I have read the Department of Transportation regulations and it seems straightforward that we are due a complete refund. https://www.transportation.gov/*** https://www.transportation.gov/
Expedia.com Response
• Jul 29, 2020
July 29, 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 February 28, 2020, Mr. self-booked a flight reservation via itinerary number ***. We understand from Mr. complaint, the airline would only provide flight credit and not a refund. The customer is requesting a refund for the amount paid for the tickets in the amount of $1,384.76.
Upon researching the customer’s complaint, we can confirm that on July 2, 2020, the customer contacted Expedia and canceled his flight. Mr. understood that he would have a flight credit only. The airline did not authorize a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The flight credit is available under Mr. itinerary number mentioned above.
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 purchased plane tickets for my wife and I to travel to Michigan to see her sister for her birthday on June 13. The tickets were purchased in February. During the purchase, I PAID for flight cancellation protection. My wife’s sister was pregnant during the time of purchase and had her very first daughter April 18. Her daughter was incubated baby and had a number of health issues. As result, the mother opted to keep the child away from people during her developing stages. As such, we had to cancel our visit as well as our flight. Now, Expedia wants to KEEP my money after I paid for flight cancellation protection. Why would a company falsely advertise flight protection and not return my money? This is predatory!! I would like something done about their professional malpractice. PS: this is not the first Expedia has done this to me. This will be the last
Expedia.com Response
• Jul 29, 2020
July 29, 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 March 12, 2020, Mr. self-booked a flight reservation via booking number ***. We understand from Mr. complaint, the airline would only provide flight credit and not a refund. The customer is requesting a refund for the amount paid for the tickets $555.60.
Upon researching the customer’s complaint, we can confirm that on July 3, 2020, the customer contacted Expedia and exchanged his flight credit.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. As the flight credit has been used, there is nothing further we may assist with.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia refuses to provide a refund for a flight cancelled by *** airlines due to covid-19 border closures. After contacting multiple times via telephone, email, and twitter, Expedia continues to state they are bound my the airline’s policy and can only offer a travel voucher that can be used towards a future booking, also within the limitations of the airline’s policy.
Expedia.com Response
• Jul 29, 2020
July 29, 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 an airline reservation.
Our records show on November 6, 2019, Mr. self-booked his flight itinerary on Expedia.com. We understand from Mr.’s complaint, he wants Expedia to provide a refund for his purchased ticket.
Upon researching the customer’s complaint, we can confirm that the airline advised an Expedia agent that they would provide flight credit and send an email directly to the customer. The customer mentioned that he has not received any email from the airline.
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 to the airline and when Mr. receives an email directly from the airline he was instructed to send those to Expedia by email.
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
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because: I have not yet received a refund for these tickets. Although I appreciate Expedia acknowledging that I am due a refund, I cannot consider this matter closed until the refund has been processed back to my credit card. The airline’s policy states that refund requests must be handled by Expedia, and has refused to provide me with direct assistance. Being that I purchased the tickets from Expedia, it is Expedia’s responsibility to follow up and see this matter resolved in a reasonable timeframe. My communications with Expedia regarding this issue began on May 27, 2020 and have cost me countless hours of time and frustration, and have only received attention after escalating to the highest levels. It is now July 29th and although Expedia has acknowledged I am due a refund, it has not been completed. Once my card has been refunded I will consider this matter resolved.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia is once again responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an airline reservation.
As previously mentioned if Mr. receives an email directly from the airline he was instructed to send those to Expedia by email. It is up to the customer to follow up by email by forwarding the email from the airline. I again remind Mr. that we will be unable to refund any amount if the airline does not authorize 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 by phone for immediate assistance.
Sincerely,
Daniel ***
Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because: Expedia - you don’t need me to follow up with the airline. That is YOUR job. Quit the games of deferring responsibility. I purchased my tickets from Expedia. If you want to know when *** responds to me, you are perfectly capable of following up with your business partner. As stated numerous times already, they have not responded to me. Please do not respond to this case again without providing evidence that action has been taken towards a resolution. *** won’t talk to me because I bought my tickets from Expedia, not them. Ask *** to process the request and continue to follow up with them until they confirm they have. That’s your job, not mine.
I stayed at one of the hotels listed on expedia *** hotel in St Lucia. The hotel was littered with bed bugs. The management of that hotel did nothing to accommodate me and refused to send pest control.They waited days after I complained to send a pest control company.
I emailed expedia and they refused to give me my monies back.I want a full refund of my monies. My skin was destroyed and I was traumatized by having to sleep in a place with bed bugs. I have all the pictures and videos of the room and the bed bugs.
Product_Or_Service:
Expedia.com Response
• Jul 21, 2020
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Complaint ID:***. Our findings and resolution to the case are listed below. Findings:We can confirm our customer made a reservation for the *** Inn, booking confirmation *** for check-in February 17 to February 22, 2020, with Expedia. The reservation was booked as pay now booking. February 28, 2020, the guest contacted the customer care team with the complaint of bed bugs. On this same day, the customer care team reached out to the hotel, advising the charge and asking for a refund. The hotel responded, saying they would not allow any refund. On March 10 & 11, the guest called again, asking about a refund. No refund, as the hotel denied our request, was advised to the guest. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.Although we always like to hear that our customers have a great experience during a stay in one of the properties, we have little control over the conditions or options given.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver, we can’t proceed with a refund for this booking. We have granted a 75.00 USD value coupon to the guest account good for one year.To prevent similarly, we do encourage our guests to contact us during their stay, whenever possible so that we can attempt an immediate resolution with the hotel. We have forwarded your comments to the proper department for review with the hotel, and we certainly do apologize for any inconvenience that this may have caused you. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Kathryn K Consumer RelationsExpedia.com
The airlines has switched the day of travel without consent and when I called to inquire about a refund because we cannot travel on that date in addition to the fact that passports have ceased to be issued because of the Corona virus pandemic I was told would it would be in my best interest to take the credit until somebody contacts me further about a refund. Nobody has contacted me. I contacted them back they said once I accept the credit they cannot refund me which is not what I was told.
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 six nights with the *** Punta Cana - All
Inclusive for check in on July 13, 2019, with roundtrip flights and shuttle.The
customer canceled and had flight credits with *** Airlines. The hotel and
shuttle were refunded. The
customer rebooked the tickets on March 2, 2020 for travel in July of 2020. The flights
experienced schedule changes. The customer elected to cancel.We
contacted the airline to advocate on their behalf. They advise that hey cannot
provide a refund, as the flight was originally booked with an airline credit.
They advised that the customer will be able to use the airline credit on a
future flight. 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 had a flight scheduled for 19 March 2020 from Kuwait City to Medellin. Days before my flight, it was cancelled due to COVID-19. Expedia has repeatedly refused to refund my $1868.98 citing "policy" and keeps trying to give me a airline credit. The problem with this is that the airline (***) has told me in numerous occasions that my tickets are most definitely refundable. I have been going back and forth with Expedia and I'm tired of getting the run around. Thank you in advance for your help.
Expedia.com Response
• Jul 29, 2020
July 28, 2020Revdex.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 a flight reservation.Our records show on February 6, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with *** Airlines, traveling from Kuwait City, Kuwait to Bogota, Colombia departing on March 19, 2020, and returning on April 4, 2020, for a total of $1,743.25. The flight reservation included a protection plan for $114.00. We understand that Ms. is seeking compensation from Expedia by requesting a refund of the future travel credit.On April 7, 2020, Ms. contacted Expedia to request a full refund for the flight reservation, we the provided the rules of *** Airlines Tickets and the airfare credit is valued at $1,743.25. We verified *** Airlines flexibility policy from their website shows that, Ms. booking value, of $1743.25, became a future travel credit. Regrettably, *** Airlines is not permitting a refund but the penalty fees will be waived until, June 30, 2021. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms. credit card) on this flight itinerary. Between April 7, 2020 to June 15, 2020, Ms. contacted Expedia to request a full refund for the flight reservation. We then reached out to *** Airlines to advocate on Ms. behalf to request a full refund. However, we consulted with the airline on two separate occasions and we were advised that the reservation doesn’t qualify for a refund. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the reservation:*** Airlines: Tickets are nonrefundable and nontransferable. Itinerary changes are permitted, fees may apply.Moreover, Ms. agreed Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Expedia, can assist her in using, *** Airlines current flex policy at the following number (877) 227-7481. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Hotel booked through expedia to stay in new york 3/18/20-3/25/20 but unable to travel due to COVID and restrictions. Purchased travel insurance in the case that travel was interrupted or not possible. Have contacted travel insurance agency to request reimbursement, I have not received the reimbursement.
Expedia.com Response
• Jul 29, 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 23, 2020 via Expedia's website for arrival on March 18th, 2020 and departure on March 25th, 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 were unable to find any record of contact to our customer care team prior to the customer reaching out to the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.We have emailed the customer the information they would need to process their travel insurance claim with Aon Affinity.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a cruise for April for my siblings and spouses (10 people) and booked our airfare through Expedia. The cruise was cancelled due to Covid-19 so I cancelled the airfare. The cruise was a re locating tour from Hawaii to Alaska. I bought 10 flight tickets from Salt Lake City to Honolulu and 10 tickets from Vancouver to Salt Lake City. I spent countless hours on the phone with Expedia to get a refund for the tickets and was finally sent a refund for the SLC to HNL flights. The problem is that I bought 10 tickets and was only refunded for 9 tickets. The other problem is that I am unable to get refunds for the Vancouver to SLC flights. I bought the tickets on 3 different itineraries because you are limited to how many tickets you can buy on one itinerary. One of the itineraries was approved for refund but the other two itineraries were denied. All of the tickets were bought and cancelled at the same time for the same trip. I have spent at least 8 hours on the phone just this week trying to get this resolved, with many explanations that weren't understood by the service agents who didn't understand English very well, or waiting for extended periods of time while I was being transferred to a different department or a supervisor only to be cut off, sometimes after being on hold for 90 minutes. I am totally frustrated at this point. We have decided not to do a cruise in the foreseeable future due to the virus and the fact that we are all over 60 years of age and some of us have other medical issues that put us at high risk. Therefore, an airline credit would do us no good. I just need my money back! 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 one way flights for 10 passengers for travel to Honolulu, HI
on April 29, 2020, and to Salt lake City, UT on May 11, 2020 via itineraries ***,
***, ***, ***, and ***.All of
the flights are refunded. The refund for itinerary *** was processed
on June 9, 2020, *** on June 10, 2020, and *** on June 12,
2020. The refund time frame varies based on the processing time of the airline
and credit card company. The other two itineraries were refunded directly by
the airline. All of the tickets are now in refund status.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased one way flights for 10 passengers for travel to Honolulu, HI
on April 29, 2020, and to Salt lake City, UT on May 11, 2020 via itineraries ***,
***, ***, ***, and ***.All of
the flights are refunded. The refund for itinerary *** was processed
on June 9, 2020, *** on June 10, 2020, and *** on June 12,
2020. The refund time frame varies based on the processing time of the airline
and credit card company. The other two itineraries were refunded directly by
the airline. All of the tickets are now in refund status.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
My wife and I planned on taking a cruise to Europe beginning the end of April, ending in Rome Italy on May 8, we booked a room for 4 nights at the hotel *** beginning on the 8th, and checking out on May 12th 2020. After several phone calls, emails, Expedia finally told me that the hotel is not excepting our cancelation, and they're keeping the $1203.03 we paid at the end of January.
Expedia.com Response
• Jul 24, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on May 22,2020 via Hotels.com mobile site for arrival on May 8, 2020 and departure on May 12, 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. Unfortunately, customer care agents were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver, we can’t proceed with a refund for this booking.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. We have worked closely with our travel partners to offer you a voucher in the form of a coupon for a future trip at Hotel *** in Rome, despite the booking being non-refundable. The hotel has asked that the guest contact them direct to plan for use of the voucher.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Jul 28, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• Jul 28, 2020
We realize that the original reservation was non- refundable, but due to no fault of our own our trip was canceled, travel between Italy and the US was banned due to the covid-19 virus, so technically we did not cancel the trip, our boarders were closed. To resolve this issue we would accept a voucher from Expedia for another trip in the future.
Tried to reschedule flight multiple times. Called every day for 5 days. Finally received a call back and was left on hold for over 2 hours with know check back from employee. She told me I only have until June 24th to rebook or money is lost. Flight previously booked in June 2019
Expedia wants me to rebook flight plans to a country that is not open to the US citizens before June 24 or forfeit money.
Expedia.com Response
• Aug 12, 2020
August 12, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciatethe Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought toour attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting to extend the future travel credit (FTC) with ***.
Our records indicate the on June 24, 2019 - The customer, or an authorized user of the Expedia account, self-booked apackage for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** from Chicago, IL, to Reykjavik, Iceland, departing on March 25, 2020 and returning on March 31, 2020 and Travel Protection Flight Protection Plan.
Upon review, on March 17, 2020 Ms. self-cancelled the flight portion of the booking for a full refund. Per airline policy when canceling was cancelled with Future Travel Credit.
Upon further review, on June 17, 2020 Ms. called Expedia and requested a full refund instead of Future Travel Credit.
Upon further review on June 18, 2020 we received a request from the Revdex.com to investigate the customer's issue
On June 24, 2020 Ms. called Expedia and requested an extension for the credit. The agent advised last day to rebook is June 24 2020, the agent called the airline however they were closed and Ms. did not rebook because where she is travelling is closed to Americans due to covid so the agent sent email to airline to request an extension.
On June 25, 2020 we received an email reply from airline who advised unless the flight is officially cancelled we do not offer full refunds, Per DOT rule, applicable to US consumers, we will authorize full refund if reservation is still active when *** cancels the flight and the policy allows you to cancel now and book later within the ticket validity.
On July 29, 2020 an email was sent to Ms. to advise of airline denial to extend validity. Ms. replied not happy with resolution.
Please be advised there Ms. cancelled her flight using self-service (agreeing to the terms and condition of FTC). I contacted the airline to request an extension and was advised to send an email to *** Ann. On July 30, 2020 I received an email reply from *** advising we could extend, as we do not have this option I emailed *** back asking for assistance with no reply.
We have documented your account to allow a one-time extension until February 08,2021. Please call us at your earliest convenience to book your new flights. Please understand that if the value of the new ticket is less than the future travel credit the remaining value is lost. If the value of the new ticket is more then you will be responsible for the difference in fare.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On January 30, 2020, I purchased a ticket through expedia.com in the amount of $868.26. It was for a round-trip travel on *** Airlines to South Korea from May 7 - June 9, 2020. My flight was cancelled due to COVID-19 and I had mandatory stay-at-home orders, curfews, and other restrictions implemented by my state. On May 4, 2020, I reached out to Expedia the first time and they gave me airline credit instead of the refund. On May 11, 2020, I reached out to Expedia a second time requesting a refund but was responded again with a notice about airline credit.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund with ***. Our records indicate the January 30, 2020 - 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 flight with *** from Philadelphia, PA, to Seoul, South Korea, departing on May 7, 2020 and returning on June 9, 2020. Upon review, on April 23, 2020 there was an airline-initiated schedule due to multiple airport connections. Upon further review, April 25, 2020 Ms. flights were cancelled and documented with Future Travel Credit. Please be advised there are no recorded attempts from Ms. contacting us after April 25, 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 only FTC with ***. 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 WCorporate Correspondence Team
Expedia.com Response
• Aug 03, 2020
August 3, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Revdex.com, Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.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 understand that Ms. 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 Ms. 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.Thank you, Monica WCorporate Correspondence Team
Customer Response
• Aug 12, 2020
Complaint: ***
I am rejecting this response because:
I still do not accept their response. I believe Expedia has no right to keep my money. I just really wanted a refund.
Due to COVID 19 the country of Iceland has closed all air travel until at least July 1, 2020, at this time, so my booked flight was cancelled and I have not been able to get a full refund from Expedia.com.
On January 19, 2020 I purchased two tickets from Expedia to travel from Atlanta, GA to Boston, MA then onto Iceland with a return flight from Iceland to Boston, then to Atlanta, GA. The cost per ticket was $1,124.35 for a total cost of $2,248.70. Our flight was to depart Atlanta, GA on June 24, 2020 to fly to Boston, MA and connect with another flight to leave at 11:40 p.m. for Iceland. On June 10, 2020 we were notified by another person traveling with us that the Iceland borders would not open until July 1, 2020 due to COVID 19; and our Iceland flight had been cancelled. On June 10, 2020 we contacted Expedia requesting a full refund due to the flight cancellation per the DOT policy. On June 10, 2020 Expedia responded with an offer of a voucher (credit) that could be used within a year of the original purchase date. (at this point 6 months) On June 15, 2020 I (***) contacted Expedia again and asked for our tickets to be refunded to my credit card, that purchased the flight originally. On June 16, 2020 Expedia upgraded my request; but again denied my request for my entire credit card bill, for the tickets, to be repaid and again offered a voucher (credit) with extensive restrictions. During this time my brother; whom we were traveling with, but bought his ticket directly from ***, got his refund in full within 3 days. It is my understanding that in the United States, according to DOT policy, if a flight is cancelled by an Airline that I would be due a refund. *** cancelled our June 24, 2020 flight. *** was part of that same itinerary as a connecting flight and therefore I am due that refund also. ***'s own policy states that if my flight reservations were changed by more than two hours a full refund is due. *** has change the original flight from 7:17 pm on June 24, 2020 to 1:00 pm on June 24,2020, which is more than the two hour policy for a full refund. Also the return flight from Boston to Atlanta, GA did not exist and we would have had to pay for our own hotel stay due to the lack of scheduled flights. At this point all I am looking for is a full refund back to my original payment method.
Expedia.com Response
• Jul 31, 2020
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Our records indicate that on January 19, 2020 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 Icelandair from Atlanta, GA, to Reykjavik, Iceland, departing on June 24, 2020 and returning July 3, 2020 as well as Travel Protection Flight Protection Plan. We understand Mr. would like a refund, because the flights were cancelled.Upon review, on April 9, 2020 – Email was sent to airline to about Airline Schedule Change. As well on April 16, 2020 *** replied with flight options. Upon further review, on May 24, 2020 Mr. called Expedia and stated he was not happy with the flight options as the flight has gone from non-stop to a flight with stops. On May 25, 2020 Mr. called in about flight options and was qualified for Future Flight Credit. On June 04, 2020 *** replied advising no refund as the flights are still on schedule and therefore normal fare rules apply. Mr. called asking for options on flight with a segment cancelled. Explained credit, immediate rebooking or cancel and file claim with insurance company.Upon further review, on June 10, 2020-*** called in wanting to have an email sent to him that tells him Icelandair air is not giving him a refund but an Future Travel Credit instead . Mr. wanted us to put in notes that he is filing a complaint and wants to have email sent to him regarding *** flex policy for cancellation. On June 19, 2020 Mr. sent an emailing explaining why he should receive a full refund for flight. Also Mr. was sent an email with options for airline schedule change. On June 20, 2020 second email was sent to *** requesting a refund for flight. On June 21, 2020 Mr. called in to cancel flight as he could not travel anymore. Mr. was provided with Future Travel Credit and advised change fee waived but difference in fare applies. Upon further review, on June 22, 2020 Mr. contacted Expedia via Live Chat requesting refund for flight. Agent advised Mr. no refund, only Future Travel Credit and email was sent to ***. On June 24, 2020 we received email from *** providing approval for refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines S.A. 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 June 23, 2020, we contacted *** to advocate on Mr. behalf, regarding the refund request. On June 23, 2020, *** Airlines S.A. informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. On June 23, 2020, Expedia initiated the refund request through ***. The time it takes for the refund to post to Mr. account varies, depending on the time it takes the airline and his credit card company to process refunds. Because the refund is coming directly from the merchants, *** , 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. Thank you, Monica WCorporate Correspondence Team
I have called expedia several times in the past few weeks with no success. I received an airline credit due to Covid 19 and attempted to book an alternative location after holding for several hours, multiple times. II received an email this morning that those flights were unsuccessful and cancelled. I have attempted to call back 3 times today with option to receive a return phone call back and again no one called me back. This is quite ridiculous that they have my hard earned money and refuse to provide me a refund. In addition, when I have attempted to re-book, this cannot be done successfully.
I would appreciate a resolution
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a refund
for 1,686,75 for the flight
reservation.
Our records indicate on January 18, 2020, Ms. or an authorized user of the Expedia account, self-booked three round
trip flights on *** Airlines departing July 19, 2020 from Baltimore, MD to San
Francisco, CA returning on July 23, 2020 with the Cancellation Plan via ***.After
further on July 29, 2020, Expedia contacted *** Airlines and they confirmed all the ticketed
passengers flew and were seated together
on the flights. *** advised the return
flight had a slight delayed but they flew on it and 24 hours to the departure
the flights were cancelled and then the flights were re-established and flown
on.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** 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. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I have been trying to receive a refund from Expedia since 05/30/2020 when *** cancelled my flights. *** has approved a refund and my hotel has since also responded to me stating that they will refund me in full. However, Expedia has been difficult to work with at best, and they are trying to trick me into accepting a voucher. This is unacceptable and I have been more than patient with them to no avail. I am asking for your assistance in getting this finally taken care of.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would
like a refund for $3627.60 for the reservation.
Our records indicate on November 16, 2019, Ms. or an authorized user of the Expedia account,
self-booked three round trip flights on *** departing June 17, 2020 from Seattle,
WA, USA to Krakow, Poland returning on June 29, 2020, along with a eleven night
stay at *** via ***.
We can
confirm on June
16, 2020, a refund was issued to the original card charge for the hotel in the
amount of $1312.33.
On July 2, 2020, *** record shows the
refund was processed for each ticket.
On July
16, 2020, Expedia confirms a refund
for $2,315.27 was processed in
Expedia’s system and failed. The refund
failed as a chargeback was received. The customer raised a chargeback request and will
receive the funds from their bank.After further review on July 29, 2020, Expedia confirms the
*** record shows the refunds were processed on July 2, 2020. The Expedia account shows a refund for
$1312.22 was processed on June 16, 2020. The Expedia account also shows a
refund was processed and failed on the Expedia account because a chargeback was
received. The customer needs to contact
their financial institution to receive the funds. Please
note that Expedia serves as a third-party intermediary with travel providers
such hotels, car rental agencies and airlines, and is subject to the rules and
restrictions of those providers. In
addition, at the time of completing her booking on our website, Ms. Tharp
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
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
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
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 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
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 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
booked a trip in February through Expedia to travel to Calgary Canada via *** Airlines on 7/3 /20 Cost 1474.76 Due to the pandemic the Canadian border has been closed until 7/21. Canada is not allowing American tourism so we cannot go on the trip. The airlines has sent revised flight schedules including drastic time changes and non-stop to a stop (if they are going to fly) Both Expedia and *** are refusing to refund our money. I have read the Department of Transportation regulations and it seems straightforward that we are due a complete refund. https://www.transportation.gov/*** https://www.transportation.gov/
July 29, 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 February 28, 2020, Mr. self-booked a flight reservation via itinerary number ***. We understand from Mr. complaint, the airline would only provide flight credit and not a refund. The customer is requesting a refund for the amount paid for the tickets in the amount of $1,384.76.
Upon researching the customer’s complaint, we can confirm that on July 2, 2020, the customer contacted Expedia and canceled his flight. Mr. understood that he would have a flight credit only. The airline did not authorize a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The flight credit is available under Mr. itinerary number mentioned above.
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 *** Customer Correspondence Team
I purchased plane tickets for my wife and I to travel to Michigan to see her sister for her birthday on June 13. The tickets were purchased in February. During the purchase, I PAID for flight cancellation protection. My wife’s sister was pregnant during the time of purchase and had her very first daughter April 18. Her daughter was incubated baby and had a number of health issues. As result, the mother opted to keep the child away from people during her developing stages. As such, we had to cancel our visit as well as our flight. Now, Expedia wants to KEEP my money after I paid for flight cancellation protection. Why would a company falsely advertise flight protection and not return my money? This is predatory!! I would like something done about their professional malpractice. PS: this is not the first Expedia has done this to me. This will be the last
July 29, 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 March 12, 2020, Mr. self-booked a flight reservation via booking number ***. We understand from Mr. complaint, the airline would only provide flight credit and not a refund. The customer is requesting a refund for the amount paid for the tickets $555.60.
Upon researching the customer’s complaint, we can confirm that on July 3, 2020, the customer contacted Expedia and exchanged his flight credit.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. As the flight credit has been used, there is nothing further we may assist with.
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 *** Customer Correspondence Team
Expedia refuses to provide a refund for a flight cancelled by *** airlines due to covid-19 border closures. After contacting multiple times via telephone, email, and twitter, Expedia continues to state they are bound my the airline’s policy and can only offer a travel voucher that can be used towards a future booking, also within the limitations of the airline’s policy.
July 29, 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 an airline reservation.
Our records show on November 6, 2019, Mr. self-booked his flight itinerary on Expedia.com. We understand from Mr.’s complaint, he wants Expedia to provide a refund for his purchased ticket.
Upon researching the customer’s complaint, we can confirm that the airline advised an Expedia agent that they would provide flight credit and send an email directly to the customer. The customer mentioned that he has not received any email from the airline.
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 to the airline and when Mr. receives an email directly from the airline he was instructed to send those to Expedia by email.
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
Complaint: ***
I am rejecting this response because: I have not yet received a refund for these tickets. Although I appreciate Expedia acknowledging that I am due a refund, I cannot consider this matter closed until the refund has been processed back to my credit card. The airline’s policy states that refund requests must be handled by Expedia, and has refused to provide me with direct assistance. Being that I purchased the tickets from Expedia, it is Expedia’s responsibility to follow up and see this matter resolved in a reasonable timeframe. My communications with Expedia regarding this issue began on May 27, 2020 and have cost me countless hours of time and frustration, and have only received attention after escalating to the highest levels. It is now July 29th and although Expedia has acknowledged I am due a refund, it has not been completed. Once my card has been refunded I will consider this matter resolved.
Sincerely
August 6, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia is once again responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an airline reservation.
As previously mentioned if Mr. receives an email directly from the airline he was instructed to send those to Expedia by email. It is up to the customer to follow up by email by forwarding the email from the airline. I again remind Mr. that we will be unable to refund any amount if the airline does not authorize 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 by phone for immediate assistance.
Sincerely,
Daniel ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia - you don’t need me to follow up with the airline. That is YOUR job. Quit the games of deferring responsibility. I purchased my tickets from Expedia. If you want to know when *** responds to me, you are perfectly capable of following up with your business partner. As stated numerous times already, they have not responded to me. Please do not respond to this case again without providing evidence that action has been taken towards a resolution. *** won’t talk to me because I bought my tickets from Expedia, not them. Ask *** to process the request and continue to follow up with them until they confirm they have. That’s your job, not mine.
Sincerely
I stayed at one of the hotels listed on expedia *** hotel in St Lucia. The hotel was littered with bed bugs. The management of that hotel did nothing to accommodate me and refused to send pest control.They waited days after I complained to send a pest control company.
I emailed expedia and they refused to give me my monies back.I want a full refund of my monies. My skin was destroyed and I was traumatized by having to sleep in a place with bed bugs. I have all the pictures and videos of the room and the bed bugs.
Product_Or_Service:
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Complaint ID:***. Our findings and resolution to the case are listed below. Findings:We can confirm our customer made a reservation for the *** Inn, booking confirmation *** for check-in February 17 to February 22, 2020, with Expedia. The reservation was booked as pay now booking. February 28, 2020, the guest contacted the customer care team with the complaint of bed bugs. On this same day, the customer care team reached out to the hotel, advising the charge and asking for a refund. The hotel responded, saying they would not allow any refund. On March 10 & 11, the guest called again, asking about a refund. No refund, as the hotel denied our request, was advised to the guest. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.Although we always like to hear that our customers have a great experience during a stay in one of the properties, we have little control over the conditions or options given.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver, we can’t proceed with a refund for this booking. We have granted a 75.00 USD value coupon to the guest account good for one year.To prevent similarly, we do encourage our guests to contact us during their stay, whenever possible so that we can attempt an immediate resolution with the hotel. We have forwarded your comments to the proper department for review with the hotel, and we certainly do apologize for any inconvenience that this may have caused you. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Kathryn K Consumer RelationsExpedia.com
The airlines has switched the day of travel without consent and when I called to inquire about a refund because we cannot travel on that date in addition to the fact that passports have ceased to be issued because of the Corona virus pandemic I was told would it would be in my best interest to take the credit until somebody contacts me further about a refund. Nobody has contacted me. I contacted them back they said once I accept the credit they cannot refund me which is not what I was told.
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 six nights with the *** Punta Cana - All
Inclusive for check in on July 13, 2019, with roundtrip flights and shuttle.The
customer canceled and had flight credits with *** Airlines. The hotel and
shuttle were refunded. The
customer rebooked the tickets on March 2, 2020 for travel in July of 2020. The flights
experienced schedule changes. The customer elected to cancel.We
contacted the airline to advocate on their behalf. They advise that hey cannot
provide a refund, as the flight was originally booked with an airline credit.
They advised that the customer will be able to use the airline credit on a
future flight. 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 had a flight scheduled for 19 March 2020 from Kuwait City to Medellin. Days before my flight, it was cancelled due to COVID-19. Expedia has repeatedly refused to refund my $1868.98 citing "policy" and keeps trying to give me a airline credit. The problem with this is that the airline (***) has told me in numerous occasions that my tickets are most definitely refundable. I have been going back and forth with Expedia and I'm tired of getting the run around. Thank you in advance for your help.
July 28, 2020Revdex.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 a flight reservation.Our records show on February 6, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with *** Airlines, traveling from Kuwait City, Kuwait to Bogota, Colombia departing on March 19, 2020, and returning on April 4, 2020, for a total of $1,743.25. The flight reservation included a protection plan for $114.00. We understand that Ms. is seeking compensation from Expedia by requesting a refund of the future travel credit.On April 7, 2020, Ms. contacted Expedia to request a full refund for the flight reservation, we the provided the rules of *** Airlines Tickets and the airfare credit is valued at $1,743.25. We verified *** Airlines flexibility policy from their website shows that, Ms. booking value, of $1743.25, became a future travel credit. Regrettably, *** Airlines is not permitting a refund but the penalty fees will be waived until, June 30, 2021. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms. credit card) on this flight itinerary. Between April 7, 2020 to June 15, 2020, Ms. contacted Expedia to request a full refund for the flight reservation. We then reached out to *** Airlines to advocate on Ms. behalf to request a full refund. However, we consulted with the airline on two separate occasions and we were advised that the reservation doesn’t qualify for a refund. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the reservation:*** Airlines: Tickets are nonrefundable and nontransferable. Itinerary changes are permitted, fees may apply.Moreover, Ms. agreed Expedia Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Expedia, can assist her in using, *** Airlines current flex policy at the following number (877) 227-7481. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Hotel booked through expedia to stay in new york 3/18/20-3/25/20 but unable to travel due to COVID and restrictions. Purchased travel insurance in the case that travel was interrupted or not possible. Have contacted travel insurance agency to request reimbursement, I have not received the reimbursement.
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 23, 2020 via Expedia's website for arrival on March 18th, 2020 and departure on March 25th, 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 were unable to find any record of contact to our customer care team prior to the customer reaching out to the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.We have emailed the customer the information they would need to process their travel insurance claim with Aon Affinity.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a cruise for April for my siblings and spouses (10 people) and booked our airfare through Expedia. The cruise was cancelled due to Covid-19 so I cancelled the airfare. The cruise was a re locating tour from Hawaii to Alaska. I bought 10 flight tickets from Salt Lake City to Honolulu and 10 tickets from Vancouver to Salt Lake City. I spent countless hours on the phone with Expedia to get a refund for the tickets and was finally sent a refund for the SLC to HNL flights. The problem is that I bought 10 tickets and was only refunded for 9 tickets. The other problem is that I am unable to get refunds for the Vancouver to SLC flights. I bought the tickets on 3 different itineraries because you are limited to how many tickets you can buy on one itinerary. One of the itineraries was approved for refund but the other two itineraries were denied. All of the tickets were bought and cancelled at the same time for the same trip. I have spent at least 8 hours on the phone just this week trying to get this resolved, with many explanations that weren't understood by the service agents who didn't understand English very well, or waiting for extended periods of time while I was being transferred to a different department or a supervisor only to be cut off, sometimes after being on hold for 90 minutes. I am totally frustrated at this point. We have decided not to do a cruise in the foreseeable future due to the virus and the fact that we are all over 60 years of age and some of us have other medical issues that put us at high risk. Therefore, an airline credit would do us no good. I just need my money back! 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 one way flights for 10 passengers for travel to Honolulu, HI
on April 29, 2020, and to Salt lake City, UT on May 11, 2020 via itineraries ***,
***, ***, ***, and ***.All of
the flights are refunded. The refund for itinerary *** was processed
on June 9, 2020, *** on June 10, 2020, and *** on June 12,
2020. The refund time frame varies based on the processing time of the airline
and credit card company. The other two itineraries were refunded directly by
the airline. All of the tickets are now in refund status.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased one way flights for 10 passengers for travel to Honolulu, HI
on April 29, 2020, and to Salt lake City, UT on May 11, 2020 via itineraries ***,
***, ***, ***, and ***.All of
the flights are refunded. The refund for itinerary *** was processed
on June 9, 2020, *** on June 10, 2020, and *** on June 12,
2020. The refund time frame varies based on the processing time of the airline
and credit card company. The other two itineraries were refunded directly by
the airline. All of the tickets are now in refund status.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
My wife and I planned on taking a cruise to Europe beginning the end of April, ending in Rome Italy on May 8, we booked a room for 4 nights at the hotel *** beginning on the 8th, and checking out on May 12th 2020. After several phone calls, emails, Expedia finally told me that the hotel is not excepting our cancelation, and they're keeping the $1203.03 we paid at the end of January.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on May 22,2020 via Hotels.com mobile site for arrival on May 8, 2020 and departure on May 12, 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. Unfortunately, customer care agents were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver, we can’t proceed with a refund for this booking.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. We have worked closely with our travel partners to offer you a voucher in the form of a coupon for a future trip at Hotel *** in Rome, despite the booking being non-refundable. The hotel has asked that the guest contact them direct to plan for use of the voucher.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Complaint: ***
I am rejecting this response because:
Sincerely
We realize that the original reservation was non- refundable, but due to no fault of our own our trip was canceled, travel between Italy and the US was banned due to the covid-19 virus, so technically we did not cancel the trip, our boarders were closed. To resolve this issue we would accept a voucher from Expedia for another trip in the future.
Tried to reschedule flight multiple times. Called every day for 5 days. Finally received a call back and was left on hold for over 2 hours with know check back from employee. She told me I only have until June 24th to rebook or money is lost. Flight previously booked in June 2019
Expedia wants me to rebook flight plans to a country that is not open to the US citizens before June 24 or forfeit money.
August 12, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciatethe Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought toour attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting to extend the future travel credit (FTC) with ***.
Our records indicate the on June 24, 2019 - The customer, or an authorized user of the Expedia account, self-booked apackage for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** from Chicago, IL, to Reykjavik, Iceland, departing on March 25, 2020 and returning on March 31, 2020 and Travel Protection Flight Protection Plan.
Upon review, on March 17, 2020 Ms. self-cancelled the flight portion of the booking for a full refund. Per airline policy when canceling was cancelled with Future Travel Credit.
Upon further review, on June 17, 2020 Ms. called Expedia and requested a full refund instead of Future Travel Credit.
Upon further review on June 18, 2020 we received a request from the Revdex.com to investigate the customer's issue
On June 24, 2020 Ms. called Expedia and requested an extension for the credit. The agent advised last day to rebook is June 24 2020, the agent called the airline however they were closed and Ms. did not rebook because where she is travelling is closed to Americans due to covid so the agent sent email to airline to request an extension.
On June 25, 2020 we received an email reply from airline who advised unless the flight is officially cancelled we do not offer full refunds, Per DOT rule, applicable to US consumers, we will authorize full refund if reservation is still active when *** cancels the flight and the policy allows you to cancel now and book later within the ticket validity.
On July 29, 2020 an email was sent to Ms. to advise of airline denial to extend validity. Ms. replied not happy with resolution.
Please be advised there Ms. cancelled her flight using self-service (agreeing to the terms and condition of FTC). I contacted the airline to request an extension and was advised to send an email to *** Ann. On July 30, 2020 I received an email reply from *** advising we could extend, as we do not have this option I emailed *** back asking for assistance with no reply.
We have documented your account to allow a one-time extension until February 08,2021. Please call us at your earliest convenience to book your new flights. Please understand that if the value of the new ticket is less than the future travel credit the remaining value is lost. If the value of the new ticket is more then you will be responsible for the difference in fare.
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
On January 30, 2020, I purchased a ticket through expedia.com in the amount of $868.26. It was for a round-trip travel on *** Airlines to South Korea from May 7 - June 9, 2020. My flight was cancelled due to COVID-19 and I had mandatory stay-at-home orders, curfews, and other restrictions implemented by my state. On May 4, 2020, I reached out to Expedia the first time and they gave me airline credit instead of the refund. On May 11, 2020, I reached out to Expedia a second time requesting a refund but was responded again with a notice about airline credit.
July 30, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund with ***. Our records indicate the January 30, 2020 - 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 flight with *** from Philadelphia, PA, to Seoul, South Korea, departing on May 7, 2020 and returning on June 9, 2020. Upon review, on April 23, 2020 there was an airline-initiated schedule due to multiple airport connections. Upon further review, April 25, 2020 Ms. flights were cancelled and documented with Future Travel Credit. Please be advised there are no recorded attempts from Ms. contacting us after April 25, 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 only FTC with ***. 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 WCorporate Correspondence Team
August 3, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Revdex.com, Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.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 understand that Ms. 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 Ms. 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.Thank you, Monica WCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I still do not accept their response. I believe Expedia has no right to keep my money. I just really wanted a refund.
Sincerely
Due to COVID 19 the country of Iceland has closed all air travel until at least July 1, 2020, at this time, so my booked flight was cancelled and I have not been able to get a full refund from Expedia.com.
On January 19, 2020 I purchased two tickets from Expedia to travel from Atlanta, GA to Boston, MA then onto Iceland with a return flight from Iceland to Boston, then to Atlanta, GA. The cost per ticket was $1,124.35 for a total cost of $2,248.70. Our flight was to depart Atlanta, GA on June 24, 2020 to fly to Boston, MA and connect with another flight to leave at 11:40 p.m. for Iceland. On June 10, 2020 we were notified by another person traveling with us that the Iceland borders would not open until July 1, 2020 due to COVID 19; and our Iceland flight had been cancelled. On June 10, 2020 we contacted Expedia requesting a full refund due to the flight cancellation per the DOT policy. On June 10, 2020 Expedia responded with an offer of a voucher (credit) that could be used within a year of the original purchase date. (at this point 6 months) On June 15, 2020 I (***) contacted Expedia again and asked for our tickets to be refunded to my credit card, that purchased the flight originally. On June 16, 2020 Expedia upgraded my request; but again denied my request for my entire credit card bill, for the tickets, to be repaid and again offered a voucher (credit) with extensive restrictions. During this time my brother; whom we were traveling with, but bought his ticket directly from ***, got his refund in full within 3 days. It is my understanding that in the United States, according to DOT policy, if a flight is cancelled by an Airline that I would be due a refund. *** cancelled our June 24, 2020 flight. *** was part of that same itinerary as a connecting flight and therefore I am due that refund also. ***'s own policy states that if my flight reservations were changed by more than two hours a full refund is due. *** has change the original flight from 7:17 pm on June 24, 2020 to 1:00 pm on June 24,2020, which is more than the two hour policy for a full refund. Also the return flight from Boston to Atlanta, GA did not exist and we would have had to pay for our own hotel stay due to the lack of scheduled flights. At this point all I am looking for is a full refund back to my original payment method.
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for allowing us the opportunity to address *** concerns. At Expedia, we take customer complaints and feedback seriously, and strive to provide our customers with a great experience.Our records indicate that on January 19, 2020 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 Icelandair from Atlanta, GA, to Reykjavik, Iceland, departing on June 24, 2020 and returning July 3, 2020 as well as Travel Protection Flight Protection Plan. We understand Mr. would like a refund, because the flights were cancelled.Upon review, on April 9, 2020 – Email was sent to airline to about Airline Schedule Change. As well on April 16, 2020 *** replied with flight options. Upon further review, on May 24, 2020 Mr. called Expedia and stated he was not happy with the flight options as the flight has gone from non-stop to a flight with stops. On May 25, 2020 Mr. called in about flight options and was qualified for Future Flight Credit. On June 04, 2020 *** replied advising no refund as the flights are still on schedule and therefore normal fare rules apply. Mr. called asking for options on flight with a segment cancelled. Explained credit, immediate rebooking or cancel and file claim with insurance company.Upon further review, on June 10, 2020-*** called in wanting to have an email sent to him that tells him Icelandair air is not giving him a refund but an Future Travel Credit instead . Mr. wanted us to put in notes that he is filing a complaint and wants to have email sent to him regarding *** flex policy for cancellation. On June 19, 2020 Mr. sent an emailing explaining why he should receive a full refund for flight. Also Mr. was sent an email with options for airline schedule change. On June 20, 2020 second email was sent to *** requesting a refund for flight. On June 21, 2020 Mr. called in to cancel flight as he could not travel anymore. Mr. was provided with Future Travel Credit and advised change fee waived but difference in fare applies. Upon further review, on June 22, 2020 Mr. contacted Expedia via Live Chat requesting refund for flight. Agent advised Mr. no refund, only Future Travel Credit and email was sent to ***. On June 24, 2020 we received email from *** providing approval for refund.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines S.A. 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 June 23, 2020, we contacted *** to advocate on Mr. behalf, regarding the refund request. On June 23, 2020, *** Airlines S.A. informed Expedia that due to their initiation of the schedule change, Mr. qualifies for a flight refund. On June 23, 2020, Expedia initiated the refund request through ***. The time it takes for the refund to post to Mr. account varies, depending on the time it takes the airline and his credit card company to process refunds. Because the refund is coming directly from the merchants, *** , 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. Thank you, Monica WCorporate Correspondence Team
Hi,
I have called expedia several times in the past few weeks with no success. I received an airline credit due to Covid 19 and attempted to book an alternative location after holding for several hours, multiple times. II received an email this morning that those flights were unsuccessful and cancelled. I have attempted to call back 3 times today with option to receive a return phone call back and again no one called me back. This is quite ridiculous that they have my hard earned money and refuse to provide me a refund. In addition, when I have attempted to re-book, this cannot be done successfully.
I would appreciate a resolution
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a refund
for 1,686,75 for the flight
reservation.
Our records indicate on January 18, 2020, Ms. or an authorized user of the Expedia account, self-booked three round
trip flights on *** Airlines departing July 19, 2020 from Baltimore, MD to San
Francisco, CA returning on July 23, 2020 with the Cancellation Plan via ***.After
further on July 29, 2020, Expedia contacted *** Airlines and they confirmed all the ticketed
passengers flew and were seated together
on the flights. *** advised the return
flight had a slight delayed but they flew on it and 24 hours to the departure
the flights were cancelled and then the flights were re-established and flown
on.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** 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. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I have been trying to receive a refund from Expedia since 05/30/2020 when *** cancelled my flights. *** has approved a refund and my hotel has since also responded to me stating that they will refund me in full. However, Expedia has been difficult to work with at best, and they are trying to trick me into accepting a voucher. This is unacceptable and I have been more than patient with them to no avail. I am asking for your assistance in getting this finally taken care of.
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would
like a refund for $3627.60 for the reservation.
Our records indicate on November 16, 2019, Ms. or an authorized user of the Expedia account,
self-booked three round trip flights on *** departing June 17, 2020 from Seattle,
WA, USA to Krakow, Poland returning on June 29, 2020, along with a eleven night
stay at *** via ***.
We can
confirm on June
16, 2020, a refund was issued to the original card charge for the hotel in the
amount of $1312.33.
On July 2, 2020, *** record shows the
refund was processed for each ticket.
On July
16, 2020, Expedia confirms a refund
for $2,315.27 was processed in
Expedia’s system and failed. The refund
failed as a chargeback was received. The customer raised a chargeback request and will
receive the funds from their bank.After further review on July 29, 2020, Expedia confirms the
*** record shows the refunds were processed on July 2, 2020. The Expedia account shows a refund for
$1312.22 was processed on June 16, 2020. The Expedia account also shows a
refund was processed and failed on the Expedia account because a chargeback was
received. The customer needs to contact
their financial institution to receive the funds. Please
note that Expedia serves as a third-party intermediary with travel providers
such hotels, car rental agencies and airlines, and is subject to the rules and
restrictions of those providers. In
addition, at the time of completing her booking on our website, Ms. Tharp
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team