I have booked the reservation with this business through Expedia and they told me I needed to speak with the property manager. Then I reached out to the property manager and he refused to give me a refund. He offered to provide me with credit for the faculty and I didn't want that, I just wanted my money back. I have spoken with *** also about the matter and they had tried to reach out to the property manager too. There has been no further response to *** from the property manager. I felt reaching out to the Revdex.com would be my only option.
Expedia.com Response
• Jul 21, 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 the customer booked a reservation at *** - Luxury Condos on February 25, 2020, via Expedia's website for check-in on May 13th, 2020 and check out on May 15th, 2020. At the time of booking, the customer selected a pay later reservation and agreed to the following cancellation policy:The room type and rate selected are non-refundable. The non-refundable payment is collected by the Hotel within 72 hours after booking. Should you change or cancel this reservation for any reason; the payment will not be refunded.From March 10 thru July 20, 2020 the customer was in contact with customer care regarding a refund for their reservation. Conclusion/Resolution:We would like to offer our apologies for any frustration the customer may have experienced trying to reach a resolution.Upon receiving the customer's complaint we reviewed their booking and found we have processed the cancellation on our end. As the booking is a pay later booking we would not be able to refund the booking as the hotel was the one who charged the guest.As the hotel is the billing merchant, we recommend the customer reach out to the property directly to reconcile the billing. Thank you for bringing this matter to our attention.Kind regards,The Expedia Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked travel with Expedia which had to be cancelled due to Covid-19 for 1 April. Received confirmation that I could redeem a credit a month later. The email stated that I would receive another email that would give the expiration rate. This was never received. I am now ready to redeem my credit and have followed the guidelines in Expedia's website. You can't do this self service, you have to call them. But the information on the website is false. They give a number to call to be able to redeem the credit, but those agents are not able and have no access to do the redemption so they put you through a supervisor. I called the number and was on hold for 1 hour to no avail. I called back the number and they put me on hold for a supervisor that can complete the transaction for 1.5 hours. The call was cut off. I called for the 3rd time and been on hold for over 3 hours. In total today I have been on hold for nearly 6 hours trying to redeem my credit and book my flight. They should be truthful on the site and say that after you call the advertised number, those agents cannot process the credit, they will put you through a supervisor, which doesn't answer the phone. When I spoke to the 3rd agent, she stated that to get a hold of a supervisor takes around 2 hours on hold. So this is 2nd day I have been on hold a total of 12 hours to redeem the credit and book a flight.
Expedia.com Response
• Aug 01, 2020
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip flight with *** Airlines to Fort Lauderdale,
FL departing on April 1, 2020.The
tickets are now in exchanged status. We regret to hear that the exchange took
longer than expected. The situation with the pandemic is unprecedented. We
offer 24 our customer service, seven days per week. Hold times are lighter during
off peak hours.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 01, 2020
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.
Everything has been handled and my credited flight has been confirmed.
I booked a trip that included flight, hotel and the flight was cancelled due to COVID19. Because it was cancelled, I requested a refund which they refuse to give. The hotel will not refund even though I dont have a flight to take me there. Each refund request (hotel and flight) is a separate request even when it was pur***d as a bundle. Regardless both airline and hotel refuse to give a refund.
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 package reservation. We understand the customer is requesting a refund for the entire reservation.
Our records indicate the on January 16, 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 with *** from Los Angeles, CA, to Cancun, Quintana Roo, departing on July 20, 2020 and returning July 25, 2020, A non-refundable Room, Junior Suite, Ocean View, at *** Cancun - All Inclusive, for July 20-July 25, 2020, *** Shuttle: Cancun Airport and Travel Protection Vacation Waiver. Upon review, on May 27, 2020 – Email was sent to customer in regards to an airline-initiated schedule change that occurred on the returning flight, which resulted in the original flight no longer being available. The customer called in regards to the email that was sent and was provided with alternative flight options, however insisted on the original flights. Upon further review, on June 12, 2020 - The customer called Expedia and request a refund for flight since Delta changed it. Our agent called support team for help as the outbound flight was cancelled by Delta and per airline customer can apply for refund with waiver code *** REFUNDED PER CORONAVIRUS INTL 17MAR20 *** The customer also requested to cancel hotel reservation as well as shuttle service and an Email was sent to the hotel to request a waiver in order to refund.. On June 17, 2020 the hotel replied advising they would be open July 15,2020 and that the customer booked a no-refundable reservation. An email was sent to the customer advising them of the response from the hotel. Customer email back asking what does the email mean and that no refund will be issued?. On June 18, 2020 Ms. was directed to call customer service to cancel the hotel using the waiver, due to chargeback received , the customer was already refunded for the hotel using the waiver and refunded from the chargeback for $1472.38 and the failed refund for $32.00 for the shuttle.Please be advised 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 ***. 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.
I contacted Ms. July 30, 2020 to provide assistance and she advised that the refund was already approved with the Chargeback and will no longer need a refund from Expedia.
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
• 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.
My credit card company issued a charge back after Expedia continued to refuse a refund for cancelled flights and eventual hotel cancellation by the resort. They failed to provide satisfactory evidence to the *** dispute department showing that it was me (as they claimed) who cancelled the trip. They cancelled, not me.
Even in their response to the Revdex.com they stated that they couldnt honor a refund from *** even though the flight was cancelled.
But yes, in the end my credit card company issued me a refund (charge back), and I am okay with that as long as the refund was made.
Expedia failed to provide proper customer service and a refund for a service they didnt deliver.
I have been using Expedia.com since April 2019 for hotels and flights to and fro college, and they were great - website, confirmation, and service. Ever since a January 2020 booking for May, things went terribly. Expedia customer service reps helped me get a replacement flight after expedia would change my flights to other destinations. Therefore I no longer had the opportunity to use the airlines of my son's choice, at the price I originally agreed, and somehow the airline was blamed. It was probably because of covid, but this occurred 3 times, even if I booked ahead of time, and I had to pay double the price in the end. So, shoppers be aware. If you can avoid this mess, you were warned.
Expedia.com did not answer phones prior to my trip. The flights were changed and then there was a travel ban that caused us not fly to Germany on March 19, 2020. We made numerous attempts to contact the company with no luck. The customer service line hung up on customers. The 2 times we spoke to a customer service rep they were rude and deceitful and offered no remedy. United Airlines said we must go through Expedia to get a credit. My Itinerary #
Expedia.com Response
• Aug 03, 2020
August
3, 2020 Revdex.com Alaska, Oregon and 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 responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We
are currently at the final stage of our investigation regarding Ms.
***’s case. We have reached out to our hotel travel partner in
Munich, Germany and is currently waiting for their response to our email. We
were told on our previous phone conversations that they would only respond to
Expedia booking queries via email. A second (follow-up) email was sent today.
We
shall respond with a resolution as soon as we hear from the hotel. Thank
you for allowing us the opportunity to address the issues that were brought to
our attention. Aida R *** Corporate Correspondence Team
Expedia.com Response
• Aug 06, 2020
August 6,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a
refund. We understand
from Ms.’s complaint that she was not able
to get through Expedia phone lines to cancel her booking prior to her trip
start date. Our records indicate that on March 2, 2020, Ms. or an authorized user of the account booked a
package to Munich, Germany for travel 19-28 March 2020. The package reservation
included a roundtrip flight departing on March 19, 2020 from Washington, DC to Munich, Germany via *** Airlines, and
returning March 28, 2020. The package booking also included a 8-night stay at *** Hotel for check in on March 20, 2020, checking out March 28, 2020. Total cost
of the package was $1,771.24.
At the time of completing her booking on our website, Ms. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 9, 2020, Ms. called in to
request a refund or an airline credit for the unused flights. Expedia agent
documented that the call got disconnected before it was transferred to the Corporate
Department. Agent’s attempt to call customer back was unsuccessful; hence, agent
left a voicemail.
After further review we can confirm that on June
25, 2020, an acknowledgment email was sent to the customer stating that customer
will be contacted once investigation on customer’s issues has been completed.
In addition, on July 31, 2020, United Airlines confirmed customer’s
tickets are currently open and can be used as airline credit towards a future flight booking. And on August 3,2020,
the hotel also confirmed that the hotel reservation is not eligible for a
refund. 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. United Airlines was the operating carrier on
this itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies. Moreover, we are also bound by the property's
terms and conditions so we cannot process a refund for any booking where the
terms and conditions indicated no refunds would be permitted.Based on the
above, Expedia was able to advocate in behalf of Ms. to have
an airline credit with *** Airlines. Expedia however is unable to honor Ms.’s refund request for the non-refundable hotel
reservation. Thank you for allowing us the opportunity to address the issues that
were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
I purchased airline travel tickets in November for a trip I was taking my sons on in April of 2020. I purchased flight insurance via Expedia at the time of ticket purchase. We cancelled our flights do to COVID and the stay at home orders, two of us being health care workers told not to travel and I being over age 60. We have been dealing with Expedia, AIG and *** to attempt resolution and we were told by AIG that we were not eligible for a refund as *** gave us travel vouchers, which we have never requested. We have been adamant in 2.5 months and 20+ hours of calls/fax/emails that we only want a REFUND. There are so many issues related to Expedia's failure to comply that we are following two Facebook pages created solely for this purpose. And it appears that Expedia is highly DISCRIMINATORY in their refunds as we see many receiving resolution but still others fighting for their money. The Expedia/AIG insurance says "quarantine" is a covered item and if a national stay at home order doesn't qualify for quarantine then I'm not sure what does. We have had zero success with Expedia, AIG, *** and American Express related to our REFUND as each says the other is responsible.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We understand from Mr.’ complaint that his flights were cancelled, and he is requesting a full refund and not a credit using the travel protection. Our records indicate that on November 6,2019, Mr. or an authorized user of the account purchased seven non-refundable, combined one-way fares online via Expedia.com, departing on April 20, 2020, from Kansas City, MO, travelling to Eugene, OR (for itinerary ***-combined one way fares) and from St. Louis, MO, travelling to Eugene, OR (for itinerary ***-roundtrip), via *** Airlines and returning on April 26, 2020, via *** Airlines (for itinerary ***). In addition, Mr. purchased a Cancellation Plan, all within both itinerary numbers *** and ***.
At the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 30, 2020, customer reached out to one of our chat agents regarding itinerary ***, requesting a refund. The agent documented to have advised customer that booking is only eligible for a flight credit and not a refund. The agent then provided the insurance company’s contact information. On June 4, 2020, Expedia agent reached out to both *** and *** Airlines to confirm the refund eligibility of customer’s tickets. Both airlines confirmed tickets are only eligible for a future travel credit. The same information were passed on to the customer via email.
After further review we can confirm that on March 25, 2020, Mr. cancelled his reservations via Expedia’s self-service portal. On July 2, 2020, another email was sent to the customer reiterating the airlines’ flexibility policies concerning both bookings. Expedia agent further advised customer to that they can reach out to insurance provided, Travel Guard, directly should they decide to file a claim for the unused flights. On the same email, customer was also advised that Expedia cannot make any guarantees in behalf of Travel Guard, as they are a third party insurance company.
In addition, Mr. was advised of the Terms and Conditions of his Cancellation Plan, which was also available to him at booking and within his booking confirmation email. The Plan is administered by Aon, and any claims can be made directly with them at the contact details provided to Mr. in his confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503).
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Mr.’ refund request. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
My family booked a vacation package using Expedia.com. We booked a hotel, rental car and airfare. We were to travel to Daytona Beach, FL on May 25th but due to COVID19 we had to cancel. We knew when we cancelled there was a chance we would not receive a full refund and we understood that but on May 4th I received an email stating that we would be refund $1052.70 for our rental car. I assumed that was not the amount we paid for the rental car but I assumed since they billed it all together they must have just lumped it together with the flights for the refund as well and I couldn't call to ask because we were instructed not to call. Several weeks later we finally received our refund but it was for $261.85 so I called Expedia to inquire. I provided a copy of the email I received and spoke to 3 different customer service reps who explained the email was sent by mistake but that I should still get the refund because it was not our fault but after 5 hours on the phone with Expedia the final say was in the hands of the supervisor on-duty who said we should have known it was a mistake because we didn't pay $1052.70 for the rental car. They offered us a partial refund of $504.60 but I feel we are due the full $1052.70 because they said we would get the full amount. How can you email someone saying they are due a refund and then just choose not to refund them?
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’ complaint that she received an email stating that she would
receive a refund of $1,052.70. Our records indicate that on March 8, 2020, Ms. or an
authorized user of the account booked a package for Daytona Beach, FL for
travel 24-29May 2020. The package reservation included a combined one-way
flight departing on May 24, 2020 from Denver, CO to Daytona Beach, FL via ***
Airlines, and returning May 29, 2020 via *** Airlines. The package booking
also included a 5-day rental car with *** Car Rental for $261.85, and a
4-night stay at *** Daytona Beach for check in on May 25, 2020,
checking out May 29, 2020, for $378.53. Total cost of the package was $1,693.08.
At the time
of completing her booking on our website, Ms. agreed to our Terms of
Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 1, 2020, the customer called the Expedia Customer Service
Department to inquire about the refund. Expedia Corporate Customer Service
agent documented that customer wanted a full refund due to the email. The agent
clarified the correct refund amounts, $261.85 for the car rental and $378.53
for the hotel reservation, to the customer. The agent also noted that only the return flight tickets with *** Airlines are eligible
for a refund of $504.60, the outbound
flight tickets are non-refundable and customer will get a future travel credit
with *** Airlines.
After further review we can confirm that on May
4, 2020, the package booking was cancelled online, email confirmations were automatically
sent to the customer. At the time of cancellation, the system automatically
processed a total refund of $640.38 ($261.85 for the car rental & $378.53
for the hotel reservation).In addition, Ms.
*** sent an email on June 2, 2020, claiming to have received an email from
Expedia stating that they would receive a refund of $1,052.70. At that time, a total
refund of $640.38 was already processed and another $504.60 was being processed
by *** Airlines. The customer was also given a time frame regarding the
refund processing times. The total refund processed to date is $1,144.98, which
is $92.28 more than $1,052.70. Ms. is also currently holding a $548.10
future travel credit with *** Airlines. The airline tickets purchased by
Ms. are non-refundable. However, *** Airlines is offering a
future travel credit and waiving change fees for all non-refundable airline
tickets. With the credit, Ms. will still get the value of the travel
she paid for. There was nothing sent to Ms. stating that she will
receive a full refund. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carriers
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Expedia is unable to honor Ms.’ refund request. Thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
I have been trying to get my refund from Expedia for more than 10 weeks now.
Expedia was supposed to have processed the refund for a flight to Europe in the beginning of April, I even received an email that a refund was to be processed on March 28.
The flight was cancelled by the airline, *** Airline, due to covid. The airline has even given them authorization to refund me, I spoke to them directly, and even Expedia confirms that this is the case. The airline itself has the clear policy, written on their website, and confirmed by the customer service representative when I called, that it is the Travel Agency, in this case Expedia, who has to process the refund.
I have called Expedia upwards of 10 times, and they continue giving me the run-around, constantly telling me a variation of "everything would be fine if I just wait a couple more days". It has now been more than 10 weeks since that refund was supposedly processed.
The current run-around they tell me is that the airline is blocking! them! to process the refund, even though they themselves tell me that they have a note by the airline customer service representative authorizing them to process the refund. Now they tell me that the airline instituted the "blocking policy" after they authorized it, but the refund was still somehow not processed. They said they have contacted the airline, but now has been 3 weeks since even that supposed contact, and supposedly they are still waiting. Three weeks ago, when I called them, the Expedia customer service supervisor told me that they would receive the info from the airline in about 2-3 days. I called a week later and was told that because of covid, it is taking longer, but definitely less than 2 weeks. It has now been three weeks, and I am again told that I should "wait just a bit more". When I asked why on all the previous calls I was told that "everything is fine, the refund is being processed, it just takes longer, wait 8 weeks", they said they "thought" it was fine, but the airline was apparently "blocking them". When I ask well why wasn't I told that the airline was "blocking them", they said they didn't know.
I am afraid that they are just giving me the run around, because they can. They know they owe me the refund, and yet they are not giving it.
Please help me! I am a cancer patient, and this is a lot of money for me, as is for everyone actually. I was planning to travel to see my family, which is why I had booked that flight, but I can't travel now, because as I cancer patient and immune-compromised I can't travel due to covid. So I can't use any vouchers, or anything like that, I need the money.
Thank you.
Expedia.com Response
• Jul 29, 2020
Tell us why here...7/29/2020Revdex.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 allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** I *** #***regarding flight reservation.Our records indicate the on February 8, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for herself on Expedia's website, under itinerary ***. The booking included a roundtrip flight with *** & United Airlines from Charleston, SC, United States to Gothenburg, Sweden departing on 02 April,2020, and returning 13 April,2020.Upon review, March 28, 2020, Ms. contacted Expedia via phone and requested a refund for her flight due to an airline-initiated schedule change.Upon further review, May 28,2020 Ms. contacted Expedia in regards to her refund update. Expedia advised the refund on our end had failed so we were to contact the airline directly for it to be processed on their end, Airline requested an email in which was successfully sent. On July 29,2020 Expedia contacted the Airline in regards to Ms.’s refund, they have acknowledged the refund, the airline has stated the refund may take up to three months. 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,Ivette ***Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because:
At this stage, I will only believe the refund is in process when I actually receive the refund. In this reply, Expedia say they have contacted the airline on July 29th. !!!! TODAY!!!! They told me several times before that they have contacted the airline and that the refund is in process, and that I just have to wait. The first date on which I was told that was March 28 (I have their email, in which it says the refund is being approved and is being processed). I was told that again on April 29th and May 28th--that Expedia had contacted the airline, and I just have to wait. Now I am told that the Expedia contacted the airline on July 29th, TODAY. This in itself is 4 months after March 28th when I was told everything is fine and I just have to wait, three months after April 29th when I was again told that everything is fine and I just have to wait, and two months after May 28th, when the whole thing was repeated. So now they are telling me again to wait 3 months. I have the feeling that in three months they will tell me that they have JUST contacted the airline and the refund is being processed, and that I should wait again. Is there any recourse at all? I have been waiting, and I obviously have no other choice but to wait, but at some point isn't there a violation of my legal rights and process? They all agree I am owed this refund, and yet I am not getting it.
Thank you to the Revdex.com for facilitating this discourse, at least now we have the timeline officially laid out for all to see.
Expedia will not return inquiries. I am trying to cancel a hotel reservation on Wed. June 24 in Missoula Montana.
Expedia itinerary #***.Tried to cancel in April. got the run around. Payment amount was $74.53 on a VISA card. This is unfair business practice and not ethical. I cannot use the reservation due to the fact that my event was canceled due to the COVID 19.
Expedia.com Response
• Jul 28, 2020
Complaint Reference Number: ***Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on February 15, 2020 via *** Missoula for arrival on June 24 and departure on June 25, 2020. At the time of booking, the customer selected a hotel collect booking and agreed to the following cancellation policy: This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.There are no notes showing any contact between the guest and our customer care team. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's request, we reached out to the property to see if they would be willing to offer a refund for the reservation. 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.If the customer has additional questions about the billing for the reservation, we recommend they reach out to the property directly since the hotel is the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia TeamTell us why here...
I purchased some airline tickets through Expedia on May 31, before purchasing, I called regarding insurance and they said my ticket had insurance. Hawaii just issued a 14-day stay for quarantine to all travelers. Due to that, I decided to call and get a refund. My mother has heart conditions and cant travel for that long. Expedia refuses to give a refund and give me the run- around transferring me to different agents. I have called 7 times. They said they no longer offer insurance. They informed me my tickets did HAVE insurance and now they refuse to give me a refund even in the middle of a pandemic.
Expedia.com Response
• Jul 28, 2020
July 28, 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 Jessica
*** (Revdex.com case number ***) regarding their flight tickets. Our records indicate/reflect The customer, or an
authorized user of the Expedia account, self-booked a package for two
passengers on Expedia's website, under itinerary ***. This consisted
of round-trip tickets with *** Airlines from Los Angeles, CA to Kailua-Kona,
HI, departing on March 1st, 2021 (Special Vacation Airfare) ($1,234.89 USD). In
addition, Car reservation with *** Rent a Car ($312.80) Merchant Pay-Now. We understand *** is requesting a refund for their ***
Airlines tickets.Our
research shows the customer was refunded for the refundable car reservation on
June 17th, 2020, and has since already been processed by the
customers banking institution. The customers flight portion was also refunded
with airline approval as of July 19th, 2020 and was processed by the
customers banking institution on July 24th,
2020. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Gina B.Corporate Correspondence Team
I booked a bundle flight , hotel and car rental , I paid for it from my cc now expedia won't give me the money back I tried to call them so many times , then I disputed it and then the bank said I have to call them back because it's with them ... I need my koney back this a time of crisis where I can't take a loss for 1700 dollars
Expedia.com Response
• Jul 28, 2020
July 28, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package.Our records show on February 9, 2020, Mrs. or an authorized Expedia account user self-booked a package reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Newark, NJ to Orlando, FL departing on April 24, 2020 and returning on April 30, 2020. The package included a car rental and hotel stay at *** Resort & Spa Universal Studios Area, for a check in on April 24, 2020 and a check out on April 30, 2020, for a total of $1,726.48. We understand Mrs. is requesting that Expedia refund the entire package based on a dispute filed with the customers financial institution. On April 8, 2020, Mrs. used our website services to cancel/ initiate a refund against both the car rental and hotel accommodation. However, since Mrs. chose to file a dispute both refunds were cancelled. Therefore, based on the dispute, Mrs. request for a refund must take course through the channel in which she initiated her request.On May 26, 2020, Mrs. contacted Expedia to request a refund due to travel restrictions, she mentioned that she was unable to cancel the reservation online. In addition, Mrs. stated she filed a dispute with her financial institution that was denied/closed. We then advised Mrs. that she must communicate with the financial institution for their final determination in regards to her refund request.The record shows on June 16, 2020, Mrs. contacted Expedia to request a refund for the entire package reservation. We can confirm a refund of $1007.02, for the car rental and hotel portion of the vacation package was submitted. It may take up to 30 days for the refund to post back to Mrs. original form of payment.Additionally, the airfare portion of $719.46, is non-refundable, Expedia reviewed *** Airlines flexibility policy on their website which indicates that Mrs., has a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This is based upon their non-refundable airfare restrictions.We received a dispute case from Mrs.’s financial intuition, therefore, we conducted an internal investigation. In most cases when consumers dispute a charge their credit card company will remove the amount disputed from the customer’s statement pending a decision. This means a customer will not be held financially liable while the case is (open/unresolved). Ultimately a reservation can be cancelled during the investigation between a merchant/financial institution. We do attempt to resolve a dispute with a consumer by phone prior to any cancellations. We understand that Mrs. is seeking a full refund instead of a future travel credit. These are unusual circumstances. We have worked with our airline partners to provide customers with flexible solutions due to COVID-19, particularly for non-refundable flights. In Mrs.’s situation, we are bound by *** Airlines terms and conditions. The future travel credit issued by *** Airlines is the only available option at this time. Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.*** Airlines Cancellation Policy: Tickets are non-refundable Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We recognize that the booking conditions do not align with Mrs. request but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia must follow the airlines policy. In addition, we have no authority to circumvent or to *** Airlines policy. 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,Melanie ***Corporate Correspondence Team
Expedia, without providing any option, continues to give "flight credit" instead of a cash refund. They did so without contacting me and without my permission. When I contact Expedia to be given a cash refund instead, which I have done multiple times, they do not get back to me in three days as advertised. They do not even attempt to get back to me. They blatantly disregard customers attempts to receive a cash refund, despite knowing they are obligated to. I have requested a cash refund numerous times now over the span of months and Expedia continues to be non compliant and fails to even respond. They are taking money from customers like me without giving us any actual avenue for relief.
Expedia.com Response
• Aug 09, 2020
August 9, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a cash refund for both itineraries *** and *** due to COVID-19 instead of a future travel credit.
Our records indicate that December 30, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Prague, Czech Republic, to
Lisbon, Portugal on May 27, 2020.
Our records indicate that December 30, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Venice, Italy, to Prague, Czech
Republic on May 24, 2020.
We would like to inform you, we have verified that *** has inhibited our ability to offer a direct refund. According to *** Airlines, they are
researching this matter and will provide an appropriate response as soon as possible. Regrettably, the airline has advised they are facing an exceptionally
high amount of inquiries. Consequently, handling your case may take more than 10 weeks for a response.
While we regret that Mr. ***’s experience was not as we would have hoped. 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,
Dez MCorporate Correspondence Team
Customer Response
• Aug 10, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel 2/11/20 under itinerary *** for the dates 5/13/20 -5/17/20. COVID-19 happened and the hotel closed in Miami. I received an email from Expedia 4/27/20 asking if I wanted to cancel due to COVID-19. I went ahead and cancelled. Expedia explained that I would received a voucher in 30 days. I contacted customer service on 5/27/20 advising that I had not received my voucher. Customer service advised that my voucher was in "failed status" due to a problem on their end. He advised he was escalating this to a specialized team and I would receive the voucher by email in 48 hours. I contacted customer service 5/30/20 advising I still had not received the voucher. Customer service agent stated that I was supposed to have received the voucher 5/27/20 but it is still in "failed status" on their end and "not to worry" that she was also escalating this to a specialized team and that I would have to wait 4 weeks to receive a reply from Expedia. I feel as if I am getting the "run-a-round". Customer service keeps brushing me off. It went from 30 days to now 4 weeks for an email reply. I followed all of Expedia's instructions. The hotel closed and then only opened for essential business travel in Miami. I feel as if my funds are being held hostage for something out of my control and especially when I followed all the instructions from Expedia. I am very disappointed in this type of service.
Expedia.com Response
• Jul 23, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 11th, 2020 via Expedia Group mobile site for arrival on May 13th, 2020 and departure on May 17th, 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 refundedApril 27th, customer contacted our customer care team for cancellation. Customer care instructed customer how to cancel for self service.June 14th, customer called into our customer care to follow up on voucher. Customer care forwarded the inquiry to our offline team. 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 $876.98 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Group TeamTell us why here...
Customer Response
• Jul 23, 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.
Expedia takes money from consumers for reservations, takes a good chunk for themselves, and then pays us our portion via a "one time use virtual credit card", which we are authorized to charge on the day of arrival--and retain, whether the guest shows up or not. We are obliged, in return to keep that room and suite open and ready for the guest. Problem: on three occasions in recent months, they have protested our collection of the funds they authorized via a "one time use virtual card" that they themselves provided to us. This has resulted in losses to us of $643.64
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia. 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 complaint from Mrs.
*** (Revdex.com case number ***) regarding guest room charges.As our team handles customer complaints, we ask Mrs.
*** to reach out to the vendor support team at 1-888-397-1786 (toll free) to
discuss her concerns so an appropriate resolution can be provided.Sincerely,Lidiya NCorporate Correspondence Team
Customer Response
• Jul 22, 2020
Complaint: ***
I am rejecting this response because:
We have already been in communication with Expedia by phone and by email on this matter. In fact, more than a dozen times without resolution. Please see attached our last attempt to resolve by email with our account representative on June 23. Their direction to call is completely disingenuous. Seems intended to give the impression that they are prepared to communicate with us, but that is not true at all.
Sincerely
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia. 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 complaint from Mrs. *** (Revdex.com case number ***) regarding guest room charges.We have reached out to our
internal resource as provided in Mrs.’s further communication. Ms. L from our marketing management team advised us she has been in communication
with Mrs. several times regarding this issue and has advised the concerns
they have raised fall under Force Majeure contractual conditions. As our team handles customer complaints, we ask Mrs.
to continue working directly with our vendor support team.Sincerely,Lidiya NCorporate Correspondence Team
I had a vacation scheduled through Expedia on March 22nd-28th 2020. I had to cancel due to Covid-19!! I had purchased the Expedia vacation waiver in case of an emergency or I had to cancel. I paid $6445.69 for the Vacation to the ***. Expedia gave me voucher's for the air travel part of the payment. I received $115.00 for the airport transfer. Expedia still owes me $4708.65 for the hotel portion. I have contacted them multiple times on this matter and they tell me they will check on it but never call or contact me with a resolution. I have screen shots of conversations I have had with them admitting they owe me the amount described. But I get no results. Thank you for any assistance you can give me.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for $4708.65.
Our
records indicate on December 29, 2020, Mr. or an authorized user of the Expedia account, self-booked three round trip
flights on *** Airlines departing March 22, 2020 from Louisville, KY to Nassau,
*** and returning on March 28, 2020, with a six night stay at *** at
***, airport transfers and the Vacation Waiver via ***.
We can confirm on March 3, 2020, the customer called in and requested to know the
options regarding cancelling. Our
representative advised the flight was in basic economy and was not refundable
and non-changeable, but the customer has a valid vacation waiver. The
representative advised the customer to alter the time to cancel one day before
to insurance can be valid.
On March 17, 2020, the customer called to
cancel the hotel and flight. Our representative
reviewed the account and noted per itinerary history there was no indication
when the hotel was cancelled. The refund
option was above the representative limit, the representative tried to contact
hotel but it was outside of their business hours. The customer called back to cancel the flight due to Covid-19. Our representative processed the cancellation. The customer was advised must rebook on/before
December 29, 2020 and travel to commence travel by December 31, 2020.
From June 3, 2020 through June 9, 2020 –
the customer called and inquired about the refund. On June 17, 2020, the refund was
processed for the hotel in three increment, $1,874.19, $12.07 and $ 2,822.39
for a total of $4,708.65. The refund was
issued to Mastercard ending *** and should appear without 30 days from the
date it was processed. There were three
refund receipts that were email to the email address on file.After further review on July 28, 2020, Expedia was able to verify three refunds were processed
on June 17, 2020, for $1,874.19, $12.07 and $ 2,822.39 were issued to Mastercard ending
***. The refund normally appears back
on the card within 30 days from the processing date.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 and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a hotel room using *** Hotel Card gift cards. The reservation needed to be changed and the representative from *** said I could give them my credit card, they would book it using the credit card and then refund the charge to the gift card. I received an email indicating the refund had been processed but the last four digits of the card were not mine. When I called their customer service I was first told the funds had been refunded. I continued to call and they said the transaction had not gone through. After many more calls, an escalation and multiple emails I was told that refunds could not be refunded to a gift card and I was out the money. Elliott, who I spoke with on my last call, told me the *** Hotel Card representative had made a mistake in telling me the gift card could be refunded when I had originally made the reservation.
Expedia.com Response
• Jun 22, 2020
Hello Revdex.com,
As per our last resolution, we advised the customer to contact Visa. Please see our resolution to the customer below:
Hello ***,I apologize for any confusion caused.A full review of this request concluded and the final outcome was provided to you, as shown below:Hello ***, Thank you for your patience while we work towards a resolution for your request regarding itinerary ***. After review we found that the refund was issued to a Visa Gift Card that was used to secure the original reservation. As such, we are unable to assist any further as you will need to contact Visa and provide them with Transaction ID.I apologize for any inconvenience and thank you for allowing us to assist.We now consider your request resolved. If you wish to respond to this ticket, you must do so within 28 days. Responses received beyond this time will not be actioned and you will need to contact Customer Service to open a new escalation. Kindest Regards,Charles L.EPS GET | Agent |While I understand that this is not the outcome that you are requesting, we are unable to provide any additional refunds, as we confirmed the refund was processed to the original form of payment utilized to secure the booking. The transaction ID provided, Transaction ID, is confirmation that the refund processed from our systems. For further assistance with this matter, we recommend that you contact the financial institution by calling the phone number listed on the backside of the card.
Was booked for a flight from BWI to Calgary, Canada on June 17th to meet up with family and vacation. The airline canceled my flight due to Canada being closed to Non-US citizens. Was entitled to a refund as per my understanding of Federal Law. Expedia refuses to issue a refund. Also bought trip insurance and submitted claim weeks ago. My itinerary # is ***. Their excuse is that *** will not refund, but my credit card says "Expedia" took payment, not ***. I also filed a dispute with my credit card, still waiting to hear. Expedia only issued me a voucher for 24 months. I wrote to them that I did NOT want a voucher, I want a full refund. I am a senior citizen on a fixed income. If I don't or can't use voucher in 24 months, Expedia keeps my money. With Canada being closed until tentatively mid July of 2020, I may never be able to use this voucher. In any event, I DO NOT want a credit/voucher, I want a full refund.
Expedia.com Response
• Jul 29, 2020
July 29, 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 $311.00 for the flight and $22 for the protection.
Our records indicate on February 5, 2020, Ms. or an authorized user of the
Expedia account, self-booked three round trip flights on *** Airlines
departing June 17, 2020 from Baltimore,
MD to Calgary, AB, Canada and Flight Protection Plan via ***.We
can confirm on May 28, 2020, Expedia emailed the customer advising the airline cancelled her flights
due to COVID19. The email gave the customer two options to choose from for
alternate flights.On June 12, 2020, Expedia emailed the customer advising an airline credit had been issued for
the cancelled flight. The
customer called in to get a refund for the cancelled flight. Our representative advised there was a future
travel credit that was applicable to the cancelled flight. The customer advised she did not want a
credit and request a refund. Our
representative advised the customer to check with the provider of the protection
for refund possibilities.On June 15,
2020, the customer called in and asked for a refund. Our
representative advised as per the policy a refund is not permitted and advised
the future credit was applicable.From June 12, 2020 through July
28, 2020, there were numerous emails between the customer and Expedia
about the customer receiving a refund for the cancelled flight. Expedia advised per *** policy the
flight has a future travel credit that must
be used to book a new ticket for travel by or before June 12, 2022.On July 9, 2020, the customer contacted our Social Media
Team for a follow up on the refund
request. Our representative checked the
policy and advised aa future travel credit is applicable, with no reissue fee
and any difference in the cost of new fare is the customer responsibility. The exchange policy is valid for 24 months.After further review on July 29, 2020, Expedia
was able to verify *** COVID19 policy states the fare is non-refundable
but the ticket can be exchanged free of charge, future flight
credit of $322.27 is valid for 24 months from date the booking was cancelled.
The customer needs to contact our Customer Service Department at 877-227-7481 when
ready to exchange the ticket. The Flight
Protection plan is not refundable. The
Flight Protection and would have needed to be cancelled within 15 days of being
added to the reservation. 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. *** 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
Customer Response
• Jul 30, 2020
Complaint: ***
I am rejecting this response because: when I booked, there was not an ongoing pandemic. My flight was cancelled by Expedia*** due to Canada being closed to non Canadian citizens. A limited time voucher is NOT a cash equivalent as if I cannot use it on that time, I lose my money. That in itself should be illegal. Also, *** was offered g a no expiration, fully transferable ticket. Expedia’s customer service had me on hold for hours, hung up on me and told different stories. There are thousands of complaints on social media about how awful they are. Also my sister had return tickets from *** who specifically told her that they would refund cash but Expedia had to follow a specific process. They either are complicit in keeping g the customer’s money or they are ignorant of what to do. Neither is flattering to them. Therefore, I reject their response that they are offering me an inferior product that I do not want.
I purchased an airplane ticket on 12/30/2019 on Expedia.com for a round trip flight from Cebu, *** to Bangkok, Thailand on January 29, 2020 and February 1, 2020 return from Bangkok to Cebu.
My itinerary number is *** Airlines fully refunded my flight without question due to covid-19 concerns in the island of Cebu, where 70,000 Chinese travel annually.
However Expedia (despite me calling them on the telephone twice - each call lasting over an hour including hold time and speaking with customer service rep Thomas in Egypt) has delayed processing the refund of 272.74.
I have a formal letter from *** Airlines authorizing the refund in full. I have 2 attachments I can provide you:
- *** Airlines formal refund due to covid-19
- Expedia purchase invoice (itinerary number ***)
Also Expedia hotel reservations were canceled (refund for cash paid refunded, BUT EXPEDIA COUPONS OF $50 AND $25 WERE NOT RETURNED TO MY ACCOUNT): ***
May 26, 2020 - May 27, 2020
Itinerary # *** May 27 - May 28 • Itinerary #
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund. We understand Mr. would like a refund
for $272.00 and to also receive the reward points taken from his account at the
time the hotel reservation were created.
Our records indicate on December 30, 2019, Mr. or an authorized user of the Expedia account, self-booked a round trip flight
on *** Airlines
departing on January 29, 2020 from Cebu, *** to Bangkok, Thailand and
returning on January 31, 2020, via ***. We can confirm on May 16, 2020, the customer
emailed Expedia and asked to receive a refund for the cancelled flight. Expedia replied to the customer email and
asked that he call Expedia. Mr. replied advising “I’m not calling anybody. Refund my cancelled flight or I will file written complaints with the
FTC, Revdex.com and authorize my attorney to file legal action (and
publicize it online for a potential class action with other consumers).”
Expedia replied, “unfortunately we are not able to process refunds for flights
in our offline department. We need to have you on the phone while we research
and check on your request. Unfortunately, we are limited to the assistance we
can provide via e-mail correspondence.”
From June 8, 2020 through July 23,
2020, there have been numerous email communications between Mr. and
Expedia regarding the refund request.
Our records indicate on May
16, 2020, Mr. *** or an authorized user of the Expedia account,
self-booked a one night stay at *** checking in on
May 26, 2020 and checking out on May 27, 2020, via ***.
We can confirm on May 22, 2020, a refund was issued for $27.82 and 1,711 Expedia
Reward Points were returned to the customer Expedia account.
Our records indicate on May 16, 2020, Mr. or
an authorized user of the Expedia account, self-booked a one night stay at *** checking in on May 27, 2020 and checking out on May 28,
2020, via ***.
We can confirm on May 22, 2020, a refund was issued for $40.04 to
the original card that was charged.
After further review on July 29, 2020, Expedia contacted *** Airlines since Mr. forwarded the refund application, he received from *** Airlines. *** Airlines advised that
the customer needs to coordinate the refund directly with their ticketing office
Cebu. They advised to have the customer
contact their ticketing office directly *** (if calling from the Philippines).
The two hotel reservations have been refunded and the one reservation that used
Expedia Rewards points, the points have been returned to the customer account.
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 his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor a
refund request. 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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Customer Response
• Aug 07, 2020
I phoned Expedia several times (even again yesterday for an hour) about the refund from *** Airlines. I told both *** Air and Expedia through whom the air ticket was bought to provide a refund, neither has thus far, both pointing to the other and shunning responsibility.
Expedia received payment for the air ticket and now must refund.
Expedia.com Response
• Aug 09, 2020
August 9, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. *** We regret to hear Mr. did
not accept our response.
We are again responding to Mr. complaint
regarding a refund. We understand that Mr. believes that Expedia charged him and
should refund him and he also request that the two hotel reservation that were
cancelled have the coupons reapplied to his account. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on July
29, 2020 that the customer contacted Expedia on August 6, 2020. The customer called in wanting to follow up
on refund. Our representative reviewed the previous notes and an email from Philippine
Airlines that advised the refund was processed on June 27, 2020. Our representative was unable to open the
airline ticket information as *** Airlines has taken over control of the
record. The customer was advised to
check with his bank. The customer
insisted the refund should come from Expedia and advised he will sue and will report
to Revdex.com. Customer wanted a Supervisor,
our representative called and the line was disconnected. The customer was called back but would not
wait on the line.After further review on August 9, 2020, Expedia
verified the customer purchased a
published fare ticket and was charged directly by *** Airlines. Expedia previously spoke with *** Airlines and they advised that the customer that
the customer needed to coordinate the refund directly with their ticketing
office in Cebu. They advised to have the
customer contact their ticketing office directly *** (if calling from
the Philippines). Expedia previously
advised the two hotel reservations had been cancelled and refunded. Expedia confirms a $25 coupon was associated with each of the hotel reservations
when they were initially booked. The
coupon terms and conditions stated the coupon will be deemed fully used once a
qualifying reservation has been made and will not be returned or replaced, even
in the event that the reservation is cancelled.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia promised me a refund for my hotel cancellation on March 29, 2020 ( email in hand) after the hotel closed due to covid 19. This refund was aborted on April 4 and they have now refused to provide the refund, saying "the hotel has refused to give refunds only credits". On Jun 13, I received another email now saying I WOULD receive the refund. However, I am now unable to reach anyone in Expedia in authority to confirm this. I waited on hold 2 hours on June 15 and was told it might be another 2 hours to reach a supervisor.
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand Mr. would like a refund
for $1202.96 for the hotel reservation.
Our records indicate on February 26, 2020. Mr. or an authorized user of
the Expedia account, self-booked a round trip flight on *** Airlines
departing April 18, 2020 from Tampa,
FL,USA to London, England and returning on April 24, 2020,
along with a five night stay at Radisson
*** Hotel and the Protection Package Plan via ***.
We can confirm on March 29,
2020, the customer cancelled the flight reservation via
electronic web form. Expedia sent an email to the email address on file advising
of the flight credit.
On April 4, 2020, the customer filed a dispute with his
financial institution.
After further review on
July 29, 2020, Expedia confirms a dispute was filed on April 4, 2020. Expedia settled the chargeback on April 6,
2020. Unfortunately, since the dispute has been filed
and Expedia settled, the customer needs to contact his financial institution. Expedia will not be able to assist any further
in regard to a refund for the reservation.
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 his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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 called EXPEDIA on 5/29/20 to rebook my tickets after the COVID issues. I was told on that date it would an additional $301 per ticket. I received the email confirming the ticket change, but it had the wrong dates. I called Expedia numerous times after that, and I was told that they never ticketed the flight (a problem with opening the ticket on their end) and the would honor my price. Now they are saying they will not honor the price and it has went up several hundred dollars. I have been on the phone over 25 hours dealing with them. Please assist ASAP.
Expedia.com Response
• Aug 14, 2020
August 14, 2020Revdex.comAlaska, Oregon
& Western WashingtonComplaint
Department Re:
Expedia Case #: ***Dear
Revdex.com, Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would like the exchange issued for the price quoted. We
understand Ms. wants Expedia to honor
to original price she was quoted to exchange the tickets.Our records
indicate on August 16, 2019, Ms. or an authorized user of the Expedia account, self-booked
a round trip flight on *** Airways departing April 25, 2020 from New York, NY,USA to
London, England and returning on May 22, 2020, along with Flight Protection
Package Plan via ***.We can confirm on
May 29, 2020, the customer called in to do an exchange and use future
flight credit. From June 1, 2020
through June 23, 2020, the customer called in to check on the status of new
flights departing April 17, 2020. On June 23, 2020, a Supervisor
documented the record was noted the price has now gone up. The original price was $1020, the
fare has increased to $1496.70. Representative received approval to issue
a refund for $496.70 and issued the refund for $496.70. On July 3, 2020, the customer was emailed the new
itinerary.After further
review on July 31, 2020, Expedia was able to confirm the flights were changed
and have been flown and a refund of $496.70 was processed on June 4, 2020 to
VISA card ending ***. The refund should appear within 30 days from the
date it was processed.Please note that
Expedia serves as a third-party intermediary with travel providers such hotels,
car rental agencies and airlines, and is subject to the rules and restrictions
of those providers. *** Airways was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing
his 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.Please
accept our apologies for any inconveniences you may have experienced.
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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have booked the reservation with this business through Expedia and they told me I needed to speak with the property manager. Then I reached out to the property manager and he refused to give me a refund. He offered to provide me with credit for the faculty and I didn't want that, I just wanted my money back. I have spoken with *** also about the matter and they had tried to reach out to the property manager too. There has been no further response to *** from the property manager. I felt reaching out to the Revdex.com would be my only option.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below:Findings:I can confirm that the customer booked a reservation at *** - Luxury Condos on February 25, 2020, via Expedia's website for check-in on May 13th, 2020 and check out on May 15th, 2020. At the time of booking, the customer selected a pay later reservation and agreed to the following cancellation policy:The room type and rate selected are non-refundable. The non-refundable payment is collected by the Hotel within 72 hours after booking. Should you change or cancel this reservation for any reason; the payment will not be refunded.From March 10 thru July 20, 2020 the customer was in contact with customer care regarding a refund for their reservation. Conclusion/Resolution:We would like to offer our apologies for any frustration the customer may have experienced trying to reach a resolution.Upon receiving the customer's complaint we reviewed their booking and found we have processed the cancellation on our end. As the booking is a pay later booking we would not be able to refund the booking as the hotel was the one who charged the guest.As the hotel is the billing merchant, we recommend the customer reach out to the property directly to reconcile the billing. Thank you for bringing this matter to our attention.Kind regards,The Expedia Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked travel with Expedia which had to be cancelled due to Covid-19 for 1 April. Received confirmation that I could redeem a credit a month later. The email stated that I would receive another email that would give the expiration rate. This was never received. I am now ready to redeem my credit and have followed the guidelines in Expedia's website. You can't do this self service, you have to call them. But the information on the website is false. They give a number to call to be able to redeem the credit, but those agents are not able and have no access to do the redemption so they put you through a supervisor. I called the number and was on hold for 1 hour to no avail. I called back the number and they put me on hold for a supervisor that can complete the transaction for 1.5 hours. The call was cut off. I called for the 3rd time and been on hold for over 3 hours. In total today I have been on hold for nearly 6 hours trying to redeem my credit and book my flight. They should be truthful on the site and say that after you call the advertised number, those agents cannot process the credit, they will put you through a supervisor, which doesn't answer the phone. When I spoke to the 3rd agent, she stated that to get a hold of a supervisor takes around 2 hours on hold. So this is 2nd day I have been on hold a total of 12 hours to redeem the credit and book a flight.
July 31,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a roundtrip flight with *** Airlines to Fort Lauderdale,
FL departing on April 1, 2020.The
tickets are now in exchanged status. We regret to hear that the exchange took
longer than expected. The situation with the pandemic is unprecedented. We
offer 24 our customer service, seven days per week. Hold times are lighter during
off peak hours.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
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.
Everything has been handled and my credited flight has been confirmed.
Sincerely
I booked a trip that included flight, hotel and the flight was cancelled due to COVID19. Because it was cancelled, I requested a refund which they refuse to give. The hotel will not refund even though I dont have a flight to take me there. Each refund request (hotel and flight) is a separate request even when it was pur***d as a bundle. Regardless both airline and hotel refuse to give a refund.
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 package reservation. We understand the customer is requesting a refund for the entire reservation.
Our records indicate the on January 16, 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 with *** from Los Angeles, CA, to Cancun, Quintana Roo, departing on July 20, 2020 and returning July 25, 2020, A non-refundable Room, Junior Suite, Ocean View, at *** Cancun - All Inclusive, for July 20-July 25, 2020, *** Shuttle: Cancun Airport and Travel Protection Vacation Waiver. Upon review, on May 27, 2020 – Email was sent to customer in regards to an airline-initiated schedule change that occurred on the returning flight, which resulted in the original flight no longer being available. The customer called in regards to the email that was sent and was provided with alternative flight options, however insisted on the original flights. Upon further review, on June 12, 2020 - The customer called Expedia and request a refund for flight since Delta changed it. Our agent called support team for help as the outbound flight was cancelled by Delta and per airline customer can apply for refund with waiver code *** REFUNDED PER CORONAVIRUS INTL 17MAR20 *** The customer also requested to cancel hotel reservation as well as shuttle service and an Email was sent to the hotel to request a waiver in order to refund.. On June 17, 2020 the hotel replied advising they would be open July 15,2020 and that the customer booked a no-refundable reservation. An email was sent to the customer advising them of the response from the hotel. Customer email back asking what does the email mean and that no refund will be issued?. On June 18, 2020 Ms. was directed to call customer service to cancel the hotel using the waiver, due to chargeback received , the customer was already refunded for the hotel using the waiver and refunded from the chargeback for $1472.38 and the failed refund for $32.00 for the shuttle.Please be advised 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 ***. 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.
I contacted Ms. July 30, 2020 to provide assistance and she advised that the refund was already approved with the Chargeback and will no longer need a refund from Expedia.
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.
My credit card company issued a charge back after Expedia continued to refuse a refund for cancelled flights and eventual hotel cancellation by the resort. They failed to provide satisfactory evidence to the *** dispute department showing that it was me (as they claimed) who cancelled the trip. They cancelled, not me.
Even in their response to the Revdex.com they stated that they couldnt honor a refund from *** even though the flight was cancelled.
But yes, in the end my credit card company issued me a refund (charge back), and I am okay with that as long as the refund was made.
Expedia failed to provide proper customer service and a refund for a service they didnt deliver.
Sincerely
I have been using Expedia.com since April 2019 for hotels and flights to and fro college, and they were great - website, confirmation, and service. Ever since a January 2020 booking for May, things went terribly. Expedia customer service reps helped me get a replacement flight after expedia would change my flights to other destinations. Therefore I no longer had the opportunity to use the airlines of my son's choice, at the price I originally agreed, and somehow the airline was blamed. It was probably because of covid, but this occurred 3 times, even if I booked ahead of time, and I had to pay double the price in the end. So, shoppers be aware. If you can avoid this mess, you were warned.
Expedia.com did not answer phones prior to my trip. The flights were changed and then there was a travel ban that caused us not fly to Germany on March 19, 2020. We made numerous attempts to contact the company with no luck. The customer service line hung up on customers. The 2 times we spoke to a customer service rep they were rude and deceitful and offered no remedy. United Airlines said we must go through Expedia to get a credit. My Itinerary #
August
3, 2020 Revdex.com Alaska, Oregon and 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 responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We
are currently at the final stage of our investigation regarding Ms.
***’s case. We have reached out to our hotel travel partner in
Munich, Germany and is currently waiting for their response to our email. We
were told on our previous phone conversations that they would only respond to
Expedia booking queries via email. A second (follow-up) email was sent today.
We
shall respond with a resolution as soon as we hear from the hotel. Thank
you for allowing us the opportunity to address the issues that were brought to
our attention. Aida R *** Corporate Correspondence Team
August 6,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com,Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a
refund. We understand
from Ms.’s complaint that she was not able
to get through Expedia phone lines to cancel her booking prior to her trip
start date. Our records indicate that on March 2, 2020, Ms. or an authorized user of the account booked a
package to Munich, Germany for travel 19-28 March 2020. The package reservation
included a roundtrip flight departing on March 19, 2020 from Washington, DC to Munich, Germany via *** Airlines, and
returning March 28, 2020. The package booking also included a 8-night stay at *** Hotel for check in on March 20, 2020, checking out March 28, 2020. Total cost
of the package was $1,771.24.
At the time of completing her booking on our website, Ms. agreed
to our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 9, 2020, Ms. called in to
request a refund or an airline credit for the unused flights. Expedia agent
documented that the call got disconnected before it was transferred to the Corporate
Department. Agent’s attempt to call customer back was unsuccessful; hence, agent
left a voicemail.
After further review we can confirm that on June
25, 2020, an acknowledgment email was sent to the customer stating that customer
will be contacted once investigation on customer’s issues has been completed.
In addition, on July 31, 2020, United Airlines confirmed customer’s
tickets are currently open and can be used as airline credit towards a future flight booking. And on August 3,2020,
the hotel also confirmed that the hotel reservation is not eligible for a
refund. 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. United Airlines was the operating carrier on
this itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies. Moreover, we are also bound by the property's
terms and conditions so we cannot process a refund for any booking where the
terms and conditions indicated no refunds would be permitted.Based on the
above, Expedia was able to advocate in behalf of Ms. to have
an airline credit with *** Airlines. Expedia however is unable to honor Ms.’s refund request for the non-refundable hotel
reservation. Thank you for allowing us the opportunity to address the issues that
were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
I purchased airline travel tickets in November for a trip I was taking my sons on in April of 2020. I purchased flight insurance via Expedia at the time of ticket purchase. We cancelled our flights do to COVID and the stay at home orders, two of us being health care workers told not to travel and I being over age 60. We have been dealing with Expedia, AIG and *** to attempt resolution and we were told by AIG that we were not eligible for a refund as *** gave us travel vouchers, which we have never requested. We have been adamant in 2.5 months and 20+ hours of calls/fax/emails that we only want a REFUND. There are so many issues related to Expedia's failure to comply that we are following two Facebook pages created solely for this purpose. And it appears that Expedia is highly DISCRIMINATORY in their refunds as we see many receiving resolution but still others fighting for their money. The Expedia/AIG insurance says "quarantine" is a covered item and if a national stay at home order doesn't qualify for quarantine then I'm not sure what does. We have had zero success with Expedia, AIG, *** and American Express related to our REFUND as each says the other is responsible.
July 30, 2020
Revdex.comAlaska, Oregon and Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com:
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We understand from Mr.’ complaint that his flights were cancelled, and he is requesting a full refund and not a credit using the travel protection. Our records indicate that on November 6,2019, Mr. or an authorized user of the account purchased seven non-refundable, combined one-way fares online via Expedia.com, departing on April 20, 2020, from Kansas City, MO, travelling to Eugene, OR (for itinerary ***-combined one way fares) and from St. Louis, MO, travelling to Eugene, OR (for itinerary ***-roundtrip), via *** Airlines and returning on April 26, 2020, via *** Airlines (for itinerary ***). In addition, Mr. purchased a Cancellation Plan, all within both itinerary numbers *** and ***.
At the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on March 30, 2020, customer reached out to one of our chat agents regarding itinerary ***, requesting a refund. The agent documented to have advised customer that booking is only eligible for a flight credit and not a refund. The agent then provided the insurance company’s contact information. On June 4, 2020, Expedia agent reached out to both *** and *** Airlines to confirm the refund eligibility of customer’s tickets. Both airlines confirmed tickets are only eligible for a future travel credit. The same information were passed on to the customer via email.
After further review we can confirm that on March 25, 2020, Mr. cancelled his reservations via Expedia’s self-service portal. On July 2, 2020, another email was sent to the customer reiterating the airlines’ flexibility policies concerning both bookings. Expedia agent further advised customer to that they can reach out to insurance provided, Travel Guard, directly should they decide to file a claim for the unused flights. On the same email, customer was also advised that Expedia cannot make any guarantees in behalf of Travel Guard, as they are a third party insurance company.
In addition, Mr. was advised of the Terms and Conditions of his Cancellation Plan, which was also available to him at booking and within his booking confirmation email. The Plan is administered by Aon, and any claims can be made directly with them at the contact details provided to Mr. in his confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503).
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on this itinerary. We hope Mr. understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.
Based on the above, Expedia is unable to honor Mr.’ refund request. Thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Aida ***Corporate Correspondence Team
My family booked a vacation package using Expedia.com. We booked a hotel, rental car and airfare. We were to travel to Daytona Beach, FL on May 25th but due to COVID19 we had to cancel. We knew when we cancelled there was a chance we would not receive a full refund and we understood that but on May 4th I received an email stating that we would be refund $1052.70 for our rental car. I assumed that was not the amount we paid for the rental car but I assumed since they billed it all together they must have just lumped it together with the flights for the refund as well and I couldn't call to ask because we were instructed not to call. Several weeks later we finally received our refund but it was for $261.85 so I called Expedia to inquire. I provided a copy of the email I received and spoke to 3 different customer service reps who explained the email was sent by mistake but that I should still get the refund because it was not our fault but after 5 hours on the phone with Expedia the final say was in the hands of the supervisor on-duty who said we should have known it was a mistake because we didn't pay $1052.70 for the rental car. They offered us a partial refund of $504.60 but I feel we are due the full $1052.70 because they said we would get the full amount. How can you email someone saying they are due a refund and then just choose not to refund them?
July 31, 2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’ complaint that she received an email stating that she would
receive a refund of $1,052.70. Our records indicate that on March 8, 2020, Ms. or an
authorized user of the account booked a package for Daytona Beach, FL for
travel 24-29May 2020. The package reservation included a combined one-way
flight departing on May 24, 2020 from Denver, CO to Daytona Beach, FL via ***
Airlines, and returning May 29, 2020 via *** Airlines. The package booking
also included a 5-day rental car with *** Car Rental for $261.85, and a
4-night stay at *** Daytona Beach for check in on May 25, 2020,
checking out May 29, 2020, for $378.53. Total cost of the package was $1,693.08.
At the time
of completing her booking on our website, Ms. agreed to our Terms of
Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 1, 2020, the customer called the Expedia Customer Service
Department to inquire about the refund. Expedia Corporate Customer Service
agent documented that customer wanted a full refund due to the email. The agent
clarified the correct refund amounts, $261.85 for the car rental and $378.53
for the hotel reservation, to the customer. The agent also noted that only the return flight tickets with *** Airlines are eligible
for a refund of $504.60, the outbound
flight tickets are non-refundable and customer will get a future travel credit
with *** Airlines.
After further review we can confirm that on May
4, 2020, the package booking was cancelled online, email confirmations were automatically
sent to the customer. At the time of cancellation, the system automatically
processed a total refund of $640.38 ($261.85 for the car rental & $378.53
for the hotel reservation).In addition, Ms.
*** sent an email on June 2, 2020, claiming to have received an email from
Expedia stating that they would receive a refund of $1,052.70. At that time, a total
refund of $640.38 was already processed and another $504.60 was being processed
by *** Airlines. The customer was also given a time frame regarding the
refund processing times. The total refund processed to date is $1,144.98, which
is $92.28 more than $1,052.70. Ms. is also currently holding a $548.10
future travel credit with *** Airlines. The airline tickets purchased by
Ms. are non-refundable. However, *** Airlines is offering a
future travel credit and waiving change fees for all non-refundable airline
tickets. With the credit, Ms. will still get the value of the travel
she paid for. There was nothing sent to Ms. stating that she will
receive a full refund. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** Airlines was the operating carriers
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies.Based on the
above, Expedia is unable to honor Ms.’ refund request. Thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Aida R ***Corporate
Correspondence Team
I have been trying to get my refund from Expedia for more than 10 weeks now.
Expedia was supposed to have processed the refund for a flight to Europe in the beginning of April, I even received an email that a refund was to be processed on March 28.
The flight was cancelled by the airline, *** Airline, due to covid. The airline has even given them authorization to refund me, I spoke to them directly, and even Expedia confirms that this is the case. The airline itself has the clear policy, written on their website, and confirmed by the customer service representative when I called, that it is the Travel Agency, in this case Expedia, who has to process the refund.
I have called Expedia upwards of 10 times, and they continue giving me the run-around, constantly telling me a variation of "everything would be fine if I just wait a couple more days". It has now been more than 10 weeks since that refund was supposedly processed.
The current run-around they tell me is that the airline is blocking! them! to process the refund, even though they themselves tell me that they have a note by the airline customer service representative authorizing them to process the refund. Now they tell me that the airline instituted the "blocking policy" after they authorized it, but the refund was still somehow not processed. They said they have contacted the airline, but now has been 3 weeks since even that supposed contact, and supposedly they are still waiting. Three weeks ago, when I called them, the Expedia customer service supervisor told me that they would receive the info from the airline in about 2-3 days. I called a week later and was told that because of covid, it is taking longer, but definitely less than 2 weeks. It has now been three weeks, and I am again told that I should "wait just a bit more". When I asked why on all the previous calls I was told that "everything is fine, the refund is being processed, it just takes longer, wait 8 weeks", they said they "thought" it was fine, but the airline was apparently "blocking them". When I ask well why wasn't I told that the airline was "blocking them", they said they didn't know.
I am afraid that they are just giving me the run around, because they can. They know they owe me the refund, and yet they are not giving it.
Please help me! I am a cancer patient, and this is a lot of money for me, as is for everyone actually. I was planning to travel to see my family, which is why I had booked that flight, but I can't travel now, because as I cancer patient and immune-compromised I can't travel due to covid. So I can't use any vouchers, or anything like that, I need the money.
Thank you.
Tell us why here...7/29/2020Revdex.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 allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** I *** #***regarding flight reservation.Our records indicate the on February 8, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for herself on Expedia's website, under itinerary ***. The booking included a roundtrip flight with *** & United Airlines from Charleston, SC, United States to Gothenburg, Sweden departing on 02 April,2020, and returning 13 April,2020.Upon review, March 28, 2020, Ms. contacted Expedia via phone and requested a refund for her flight due to an airline-initiated schedule change.Upon further review, May 28,2020 Ms. contacted Expedia in regards to her refund update. Expedia advised the refund on our end had failed so we were to contact the airline directly for it to be processed on their end, Airline requested an email in which was successfully sent. On July 29,2020 Expedia contacted the Airline in regards to Ms.’s refund, they have acknowledged the refund, the airline has stated the refund may take up to three months. 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,Ivette ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
At this stage, I will only believe the refund is in process when I actually receive the refund. In this reply, Expedia say they have contacted the airline on July 29th. !!!! TODAY!!!! They told me several times before that they have contacted the airline and that the refund is in process, and that I just have to wait. The first date on which I was told that was March 28 (I have their email, in which it says the refund is being approved and is being processed). I was told that again on April 29th and May 28th--that Expedia had contacted the airline, and I just have to wait. Now I am told that the Expedia contacted the airline on July 29th, TODAY. This in itself is 4 months after March 28th when I was told everything is fine and I just have to wait, three months after April 29th when I was again told that everything is fine and I just have to wait, and two months after May 28th, when the whole thing was repeated. So now they are telling me again to wait 3 months. I have the feeling that in three months they will tell me that they have JUST contacted the airline and the refund is being processed, and that I should wait again. Is there any recourse at all? I have been waiting, and I obviously have no other choice but to wait, but at some point isn't there a violation of my legal rights and process? They all agree I am owed this refund, and yet I am not getting it.
Thank you to the Revdex.com for facilitating this discourse, at least now we have the timeline officially laid out for all to see.
Sincerely
Expedia will not return inquiries. I am trying to cancel a hotel reservation on Wed. June 24 in Missoula Montana.
Expedia itinerary #***.Tried to cancel in April. got the run around. Payment amount was $74.53 on a VISA card. This is unfair business practice and not ethical. I cannot use the reservation due to the fact that my event was canceled due to the COVID 19.
Complaint Reference Number: ***Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on February 15, 2020 via *** Missoula for arrival on June 24 and departure on June 25, 2020. At the time of booking, the customer selected a hotel collect booking and agreed to the following cancellation policy: This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.There are no notes showing any contact between the guest and our customer care team. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's request, we reached out to the property to see if they would be willing to offer a refund for the reservation. 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.If the customer has additional questions about the billing for the reservation, we recommend they reach out to the property directly since the hotel is the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia TeamTell us why here...
I purchased some airline tickets through Expedia on May 31, before purchasing, I called regarding insurance and they said my ticket had insurance. Hawaii just issued a 14-day stay for quarantine to all travelers. Due to that, I decided to call and get a refund. My mother has heart conditions and cant travel for that long. Expedia refuses to give a refund and give me the run- around transferring me to different agents. I have called 7 times. They said they no longer offer insurance. They informed me my tickets did HAVE insurance and now they refuse to give me a refund even in the middle of a pandemic.
July 28, 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 Jessica
*** (Revdex.com case number ***) regarding their flight tickets. Our records indicate/reflect The customer, or an
authorized user of the Expedia account, self-booked a package for two
passengers on Expedia's website, under itinerary ***. This consisted
of round-trip tickets with *** Airlines from Los Angeles, CA to Kailua-Kona,
HI, departing on March 1st, 2021 (Special Vacation Airfare) ($1,234.89 USD). In
addition, Car reservation with *** Rent a Car ($312.80) Merchant Pay-Now. We understand *** is requesting a refund for their ***
Airlines tickets.Our
research shows the customer was refunded for the refundable car reservation on
June 17th, 2020, and has since already been processed by the
customers banking institution. The customers flight portion was also refunded
with airline approval as of July 19th, 2020 and was processed by the
customers banking institution on July 24th,
2020. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Gina B.Corporate Correspondence Team
I booked a bundle flight , hotel and car rental , I paid for it from my cc now expedia won't give me the money back I tried to call them so many times , then I disputed it and then the bank said I have to call them back because it's with them ... I need my koney back this a time of crisis where I can't take a loss for 1700 dollars
July 28, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package.Our records show on February 9, 2020, Mrs. or an authorized Expedia account user self-booked a package reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Newark, NJ to Orlando, FL departing on April 24, 2020 and returning on April 30, 2020. The package included a car rental and hotel stay at *** Resort & Spa Universal Studios Area, for a check in on April 24, 2020 and a check out on April 30, 2020, for a total of $1,726.48. We understand Mrs. is requesting that Expedia refund the entire package based on a dispute filed with the customers financial institution. On April 8, 2020, Mrs. used our website services to cancel/ initiate a refund against both the car rental and hotel accommodation. However, since Mrs. chose to file a dispute both refunds were cancelled. Therefore, based on the dispute, Mrs. request for a refund must take course through the channel in which she initiated her request.On May 26, 2020, Mrs. contacted Expedia to request a refund due to travel restrictions, she mentioned that she was unable to cancel the reservation online. In addition, Mrs. stated she filed a dispute with her financial institution that was denied/closed. We then advised Mrs. that she must communicate with the financial institution for their final determination in regards to her refund request.The record shows on June 16, 2020, Mrs. contacted Expedia to request a refund for the entire package reservation. We can confirm a refund of $1007.02, for the car rental and hotel portion of the vacation package was submitted. It may take up to 30 days for the refund to post back to Mrs. original form of payment.Additionally, the airfare portion of $719.46, is non-refundable, Expedia reviewed *** Airlines flexibility policy on their website which indicates that Mrs., has a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This is based upon their non-refundable airfare restrictions.We received a dispute case from Mrs.’s financial intuition, therefore, we conducted an internal investigation. In most cases when consumers dispute a charge their credit card company will remove the amount disputed from the customer’s statement pending a decision. This means a customer will not be held financially liable while the case is (open/unresolved). Ultimately a reservation can be cancelled during the investigation between a merchant/financial institution. We do attempt to resolve a dispute with a consumer by phone prior to any cancellations. We understand that Mrs. is seeking a full refund instead of a future travel credit. These are unusual circumstances. We have worked with our airline partners to provide customers with flexible solutions due to COVID-19, particularly for non-refundable flights. In Mrs.’s situation, we are bound by *** Airlines terms and conditions. The future travel credit issued by *** Airlines is the only available option at this time. Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.*** Airlines Cancellation Policy: Tickets are non-refundable Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We recognize that the booking conditions do not align with Mrs. request but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia must follow the airlines policy. In addition, we have no authority to circumvent or to *** Airlines policy. 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,Melanie ***Corporate Correspondence Team
Expedia, without providing any option, continues to give "flight credit" instead of a cash refund. They did so without contacting me and without my permission. When I contact Expedia to be given a cash refund instead, which I have done multiple times, they do not get back to me in three days as advertised. They do not even attempt to get back to me. They blatantly disregard customers attempts to receive a cash refund, despite knowing they are obligated to. I have requested a cash refund numerous times now over the span of months and Expedia continues to be non compliant and fails to even respond. They are taking money from customers like me without giving us any actual avenue for relief.
August 9, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a cash refund for both itineraries *** and *** due to COVID-19 instead of a future travel credit.
Our records indicate that December 30, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Prague, Czech Republic, to
Lisbon, Portugal on May 27, 2020.
Our records indicate that December 30, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Venice, Italy, to Prague, Czech
Republic on May 24, 2020.
We would like to inform you, we have verified that *** has inhibited our ability to offer a direct refund. According to *** Airlines, they are
researching this matter and will provide an appropriate response as soon as possible. Regrettably, the airline has advised they are facing an exceptionally
high amount of inquiries. Consequently, handling your case may take more than 10 weeks for a response.
While we regret that Mr. ***’s experience was not as we would have hoped. 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,
Dez MCorporate 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 booked a hotel 2/11/20 under itinerary *** for the dates 5/13/20 -5/17/20. COVID-19 happened and the hotel closed in Miami. I received an email from Expedia 4/27/20 asking if I wanted to cancel due to COVID-19. I went ahead and cancelled. Expedia explained that I would received a voucher in 30 days. I contacted customer service on 5/27/20 advising that I had not received my voucher. Customer service advised that my voucher was in "failed status" due to a problem on their end. He advised he was escalating this to a specialized team and I would receive the voucher by email in 48 hours. I contacted customer service 5/30/20 advising I still had not received the voucher. Customer service agent stated that I was supposed to have received the voucher 5/27/20 but it is still in "failed status" on their end and "not to worry" that she was also escalating this to a specialized team and that I would have to wait 4 weeks to receive a reply from Expedia. I feel as if I am getting the "run-a-round". Customer service keeps brushing me off. It went from 30 days to now 4 weeks for an email reply. I followed all of Expedia's instructions. The hotel closed and then only opened for essential business travel in Miami. I feel as if my funds are being held hostage for something out of my control and especially when I followed all the instructions from Expedia. I am very disappointed in this type of service.
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 11th, 2020 via Expedia Group mobile site for arrival on May 13th, 2020 and departure on May 17th, 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 refundedApril 27th, customer contacted our customer care team for cancellation. Customer care instructed customer how to cancel for self service.June 14th, customer called into our customer care to follow up on voucher. Customer care forwarded the inquiry to our offline team. 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 $876.98 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Group TeamTell us why here...
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
Expedia takes money from consumers for reservations, takes a good chunk for themselves, and then pays us our portion via a "one time use virtual credit card", which we are authorized to charge on the day of arrival--and retain, whether the guest shows up or not. We are obliged, in return to keep that room and suite open and ready for the guest. Problem: on three occasions in recent months, they have protested our collection of the funds they authorized via a "one time use virtual card" that they themselves provided to us. This has resulted in losses to us of $643.64
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia. 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 complaint from Mrs.
*** (Revdex.com case number ***) regarding guest room charges.As our team handles customer complaints, we ask Mrs.
*** to reach out to the vendor support team at 1-888-397-1786 (toll free) to
discuss her concerns so an appropriate resolution can be provided.Sincerely,Lidiya NCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We have already been in communication with Expedia by phone and by email on this matter. In fact, more than a dozen times without resolution. Please see attached our last attempt to resolve by email with our account representative on June 23. Their direction to call is completely disingenuous. Seems intended to give the impression that they are prepared to communicate with us, but that is not true at all.
Sincerely
August 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia. 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 complaint from Mrs. *** (Revdex.com case number ***) regarding guest room charges.We have reached out to our
internal resource as provided in Mrs.’s further communication. Ms. L from our marketing management team advised us she has been in communication
with Mrs. several times regarding this issue and has advised the concerns
they have raised fall under Force Majeure contractual conditions. As our team handles customer complaints, we ask Mrs.
to continue working directly with our vendor support team.Sincerely,Lidiya NCorporate Correspondence Team
I had a vacation scheduled through Expedia on March 22nd-28th 2020. I had to cancel due to Covid-19!! I had purchased the Expedia vacation waiver in case of an emergency or I had to cancel. I paid $6445.69 for the Vacation to the ***. Expedia gave me voucher's for the air travel part of the payment. I received $115.00 for the airport transfer. Expedia still owes me $4708.65 for the hotel portion. I have contacted them multiple times on this matter and they tell me they will check on it but never call or contact me with a resolution. I have screen shots of conversations I have had with them admitting they owe me the amount described. But I get no results. Thank you for any assistance you can give me.
July 28, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for $4708.65.
Our
records indicate on December 29, 2020, Mr. or an authorized user of the Expedia account, self-booked three round trip
flights on *** Airlines departing March 22, 2020 from Louisville, KY to Nassau,
*** and returning on March 28, 2020, with a six night stay at *** at
***, airport transfers and the Vacation Waiver via ***.
We can confirm on March 3, 2020, the customer called in and requested to know the
options regarding cancelling. Our
representative advised the flight was in basic economy and was not refundable
and non-changeable, but the customer has a valid vacation waiver. The
representative advised the customer to alter the time to cancel one day before
to insurance can be valid.
On March 17, 2020, the customer called to
cancel the hotel and flight. Our representative
reviewed the account and noted per itinerary history there was no indication
when the hotel was cancelled. The refund
option was above the representative limit, the representative tried to contact
hotel but it was outside of their business hours. The customer called back to cancel the flight due to Covid-19. Our representative processed the cancellation. The customer was advised must rebook on/before
December 29, 2020 and travel to commence travel by December 31, 2020.
From June 3, 2020 through June 9, 2020 –
the customer called and inquired about the refund. On June 17, 2020, the refund was
processed for the hotel in three increment, $1,874.19, $12.07 and $ 2,822.39
for a total of $4,708.65. The refund was
issued to Mastercard ending *** and should appear without 30 days from the
date it was processed. There were three
refund receipts that were email to the email address on file.After further review on July 28, 2020, Expedia was able to verify three refunds were processed
on June 17, 2020, for $1,874.19, $12.07 and $ 2,822.39 were issued to Mastercard ending
***. The refund normally appears back
on the card within 30 days from the processing date.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 and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a hotel room using *** Hotel Card gift cards. The reservation needed to be changed and the representative from *** said I could give them my credit card, they would book it using the credit card and then refund the charge to the gift card. I received an email indicating the refund had been processed but the last four digits of the card were not mine. When I called their customer service I was first told the funds had been refunded. I continued to call and they said the transaction had not gone through. After many more calls, an escalation and multiple emails I was told that refunds could not be refunded to a gift card and I was out the money. Elliott, who I spoke with on my last call, told me the *** Hotel Card representative had made a mistake in telling me the gift card could be refunded when I had originally made the reservation.
Hello Revdex.com,
As per our last resolution, we advised the customer to contact Visa. Please see our resolution to the customer below:
Hello ***,I apologize for any confusion caused.A full review of this request concluded and the final outcome was provided to you, as shown below:Hello ***, Thank you for your patience while we work towards a resolution for your request regarding itinerary ***. After review we found that the refund was issued to a Visa Gift Card that was used to secure the original reservation. As such, we are unable to assist any further as you will need to contact Visa and provide them with Transaction ID.I apologize for any inconvenience and thank you for allowing us to assist.We now consider your request resolved. If you wish to respond to this ticket, you must do so within 28 days. Responses received beyond this time will not be actioned and you will need to contact Customer Service to open a new escalation. Kindest Regards,Charles L.EPS GET | Agent |While I understand that this is not the outcome that you are requesting, we are unable to provide any additional refunds, as we confirmed the refund was processed to the original form of payment utilized to secure the booking. The transaction ID provided, Transaction ID, is confirmation that the refund processed from our systems. For further assistance with this matter, we recommend that you contact the financial institution by calling the phone number listed on the backside of the card.
Was booked for a flight from BWI to Calgary, Canada on June 17th to meet up with family and vacation. The airline canceled my flight due to Canada being closed to Non-US citizens. Was entitled to a refund as per my understanding of Federal Law. Expedia refuses to issue a refund. Also bought trip insurance and submitted claim weeks ago. My itinerary # is ***. Their excuse is that *** will not refund, but my credit card says "Expedia" took payment, not ***. I also filed a dispute with my credit card, still waiting to hear. Expedia only issued me a voucher for 24 months. I wrote to them that I did NOT want a voucher, I want a full refund. I am a senior citizen on a fixed income. If I don't or can't use voucher in 24 months, Expedia keeps my money. With Canada being closed until tentatively mid July of 2020, I may never be able to use this voucher. In any event, I DO NOT want a credit/voucher, I want a full refund.
July 29, 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 $311.00 for the flight and $22 for the protection.
Our records indicate on February 5, 2020, Ms. or an authorized user of the
Expedia account, self-booked three round trip flights on *** Airlines
departing June 17, 2020 from Baltimore,
MD to Calgary, AB, Canada and Flight Protection Plan via ***.We
can confirm on May 28, 2020, Expedia emailed the customer advising the airline cancelled her flights
due to COVID19. The email gave the customer two options to choose from for
alternate flights.On June 12, 2020, Expedia emailed the customer advising an airline credit had been issued for
the cancelled flight. The
customer called in to get a refund for the cancelled flight. Our representative advised there was a future
travel credit that was applicable to the cancelled flight. The customer advised she did not want a
credit and request a refund. Our
representative advised the customer to check with the provider of the protection
for refund possibilities.On June 15,
2020, the customer called in and asked for a refund. Our
representative advised as per the policy a refund is not permitted and advised
the future credit was applicable.From June 12, 2020 through July
28, 2020, there were numerous emails between the customer and Expedia
about the customer receiving a refund for the cancelled flight. Expedia advised per *** policy the
flight has a future travel credit that must
be used to book a new ticket for travel by or before June 12, 2022.On July 9, 2020, the customer contacted our Social Media
Team for a follow up on the refund
request. Our representative checked the
policy and advised aa future travel credit is applicable, with no reissue fee
and any difference in the cost of new fare is the customer responsibility. The exchange policy is valid for 24 months.After further review on July 29, 2020, Expedia
was able to verify *** COVID19 policy states the fare is non-refundable
but the ticket can be exchanged free of charge, future flight
credit of $322.27 is valid for 24 months from date the booking was cancelled.
The customer needs to contact our Customer Service Department at 877-227-7481 when
ready to exchange the ticket. The Flight
Protection plan is not refundable. The
Flight Protection and would have needed to be cancelled within 15 days of being
added to the reservation. 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. *** 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
Complaint: ***
I am rejecting this response because: when I booked, there was not an ongoing pandemic. My flight was cancelled by Expedia*** due to Canada being closed to non Canadian citizens. A limited time voucher is NOT a cash equivalent as if I cannot use it on that time, I lose my money. That in itself should be illegal. Also, *** was offered g a no expiration, fully transferable ticket. Expedia’s customer service had me on hold for hours, hung up on me and told different stories. There are thousands of complaints on social media about how awful they are. Also my sister had return tickets from *** who specifically told her that they would refund cash but Expedia had to follow a specific process. They either are complicit in keeping g the customer’s money or they are ignorant of what to do. Neither is flattering to them. Therefore, I reject their response that they are offering me an inferior product that I do not want.
Sincerely
I purchased an airplane ticket on 12/30/2019 on Expedia.com for a round trip flight from Cebu, *** to Bangkok, Thailand on January 29, 2020 and February 1, 2020 return from Bangkok to Cebu.
My itinerary number is *** Airlines fully refunded my flight without question due to covid-19 concerns in the island of Cebu, where 70,000 Chinese travel annually.
However Expedia (despite me calling them on the telephone twice - each call lasting over an hour including hold time and speaking with customer service rep Thomas in Egypt) has delayed processing the refund of 272.74.
I have a formal letter from *** Airlines authorizing the refund in full. I have 2 attachments I can provide you:
- *** Airlines formal refund due to covid-19
- Expedia purchase invoice (itinerary number ***)
Also Expedia hotel reservations were canceled (refund for cash paid refunded, BUT EXPEDIA COUPONS OF $50 AND $25 WERE NOT RETURNED TO MY ACCOUNT): ***
May 26, 2020 - May 27, 2020
Itinerary # *** May 27 - May 28 • Itinerary #
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund. We understand Mr. would like a refund
for $272.00 and to also receive the reward points taken from his account at the
time the hotel reservation were created.
Our records indicate on December 30, 2019, Mr. or an authorized user of the Expedia account, self-booked a round trip flight
on *** Airlines
departing on January 29, 2020 from Cebu, *** to Bangkok, Thailand and
returning on January 31, 2020, via ***. We can confirm on May 16, 2020, the customer
emailed Expedia and asked to receive a refund for the cancelled flight. Expedia replied to the customer email and
asked that he call Expedia. Mr. replied advising “I’m not calling anybody. Refund my cancelled flight or I will file written complaints with the
FTC, Revdex.com and authorize my attorney to file legal action (and
publicize it online for a potential class action with other consumers).”
Expedia replied, “unfortunately we are not able to process refunds for flights
in our offline department. We need to have you on the phone while we research
and check on your request. Unfortunately, we are limited to the assistance we
can provide via e-mail correspondence.”
From June 8, 2020 through July 23,
2020, there have been numerous email communications between Mr. and
Expedia regarding the refund request.
Our records indicate on May
16, 2020, Mr. *** or an authorized user of the Expedia account,
self-booked a one night stay at *** checking in on
May 26, 2020 and checking out on May 27, 2020, via ***.
We can confirm on May 22, 2020, a refund was issued for $27.82 and 1,711 Expedia
Reward Points were returned to the customer Expedia account.
Our records indicate on May 16, 2020, Mr. or
an authorized user of the Expedia account, self-booked a one night stay at *** checking in on May 27, 2020 and checking out on May 28,
2020, via ***.
We can confirm on May 22, 2020, a refund was issued for $40.04 to
the original card that was charged.
After further review on July 29, 2020, Expedia contacted *** Airlines since Mr. forwarded the refund application, he received from *** Airlines. *** Airlines advised that
the customer needs to coordinate the refund directly with their ticketing office
Cebu. They advised to have the customer
contact their ticketing office directly *** (if calling from the Philippines).
The two hotel reservations have been refunded and the one reservation that used
Expedia Rewards points, the points have been returned to the customer account.
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 his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor a
refund request. 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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I phoned Expedia several times (even again yesterday for an hour) about the refund from *** Airlines. I told both *** Air and Expedia through whom the air ticket was bought to provide a refund, neither has thus far, both pointing to the other and shunning responsibility.
Expedia received payment for the air ticket and now must refund.
August 9, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. *** We regret to hear Mr. did
not accept our response.
We are again responding to Mr. complaint
regarding a refund. We understand that Mr. believes that Expedia charged him and
should refund him and he also request that the two hotel reservation that were
cancelled have the coupons reapplied to his account. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on July
29, 2020 that the customer contacted Expedia on August 6, 2020. The customer called in wanting to follow up
on refund. Our representative reviewed the previous notes and an email from Philippine
Airlines that advised the refund was processed on June 27, 2020. Our representative was unable to open the
airline ticket information as *** Airlines has taken over control of the
record. The customer was advised to
check with his bank. The customer
insisted the refund should come from Expedia and advised he will sue and will report
to Revdex.com. Customer wanted a Supervisor,
our representative called and the line was disconnected. The customer was called back but would not
wait on the line.After further review on August 9, 2020, Expedia
verified the customer purchased a
published fare ticket and was charged directly by *** Airlines. Expedia previously spoke with *** Airlines and they advised that the customer that
the customer needed to coordinate the refund directly with their ticketing
office in Cebu. They advised to have the
customer contact their ticketing office directly *** (if calling from
the Philippines). Expedia previously
advised the two hotel reservations had been cancelled and refunded. Expedia confirms a $25 coupon was associated with each of the hotel reservations
when they were initially booked. The
coupon terms and conditions stated the coupon will be deemed fully used once a
qualifying reservation has been made and will not be returned or replaced, even
in the event that the reservation is cancelled.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia promised me a refund for my hotel cancellation on March 29, 2020 ( email in hand) after the hotel closed due to covid 19. This refund was aborted on April 4 and they have now refused to provide the refund, saying "the hotel has refused to give refunds only credits". On Jun 13, I received another email now saying I WOULD receive the refund. However, I am now unable to reach anyone in Expedia in authority to confirm this. I waited on hold 2 hours on June 15 and was told it might be another 2 hours to reach a supervisor.
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand Mr. would like a refund
for $1202.96 for the hotel reservation.
Our records indicate on February 26, 2020. Mr. or an authorized user of
the Expedia account, self-booked a round trip flight on *** Airlines
departing April 18, 2020 from Tampa,
FL,USA to London, England and returning on April 24, 2020,
along with a five night stay at Radisson
*** Hotel and the Protection Package Plan via ***.
We can confirm on March 29,
2020, the customer cancelled the flight reservation via
electronic web form. Expedia sent an email to the email address on file advising
of the flight credit.
On April 4, 2020, the customer filed a dispute with his
financial institution.
After further review on
July 29, 2020, Expedia confirms a dispute was filed on April 4, 2020. Expedia settled the chargeback on April 6,
2020. Unfortunately, since the dispute has been filed
and Expedia settled, the customer needs to contact his financial institution. Expedia will not be able to assist any further
in regard to a refund for the reservation.
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 his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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 called EXPEDIA on 5/29/20 to rebook my tickets after the COVID issues. I was told on that date it would an additional $301 per ticket. I received the email confirming the ticket change, but it had the wrong dates. I called Expedia numerous times after that, and I was told that they never ticketed the flight (a problem with opening the ticket on their end) and the would honor my price. Now they are saying they will not honor the price and it has went up several hundred dollars. I have been on the phone over 25 hours dealing with them. Please assist ASAP.
August 14, 2020Revdex.comAlaska, Oregon
& Western WashingtonComplaint
Department Re:
Expedia Case #: ***Dear
Revdex.com, Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would like the exchange issued for the price quoted. We
understand Ms. wants Expedia to honor
to original price she was quoted to exchange the tickets.Our records
indicate on August 16, 2019, Ms. or an authorized user of the Expedia account, self-booked
a round trip flight on *** Airways departing April 25, 2020 from New York, NY,USA to
London, England and returning on May 22, 2020, along with Flight Protection
Package Plan via ***.We can confirm on
May 29, 2020, the customer called in to do an exchange and use future
flight credit. From June 1, 2020
through June 23, 2020, the customer called in to check on the status of new
flights departing April 17, 2020. On June 23, 2020, a Supervisor
documented the record was noted the price has now gone up. The original price was $1020, the
fare has increased to $1496.70. Representative received approval to issue
a refund for $496.70 and issued the refund for $496.70. On July 3, 2020, the customer was emailed the new
itinerary.After further
review on July 31, 2020, Expedia was able to confirm the flights were changed
and have been flown and a refund of $496.70 was processed on June 4, 2020 to
VISA card ending ***. The refund should appear within 30 days from the
date it was processed.Please note that
Expedia serves as a third-party intermediary with travel providers such hotels,
car rental agencies and airlines, and is subject to the rules and restrictions
of those providers. *** Airways was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing
his 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.Please
accept our apologies for any inconveniences you may have experienced.
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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com