I made a hotel reservation prior to the COVID-19 outbreak. The reservation was non refundable. Due to travel restrictions imposed by the State of Oregon, I can not take this trip. The hotel agreed to cancel my reservation and refund the amount but since Expedia collected the money I needed to get the money from from Expedia. Expedia refuses to refund my money. The itinerary # ***.
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 Geiser Grand Hotel on March 05, 2020, via *** website for check-in on June 17th, 2020 and check out on June 19, 2020. At the time of booking, the customer selected a pay now reservation in the amount of $574.46 USD and agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.On March 5th, the customer reached out to customer care to request cancellation of the reservation. Customer care reached out to the property to request a penalty waiver. Regrettably, they were unable to obtain approval for a refund from the hotel.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 reached out to the hotel for a waiver and the hotel replied denying the request for a waiver to the non-refundable booking.While we empathize with the customer's position, we were unable to refund the customer as the hotel has billed us for this reservation.Thank you for bringing this matter to our attention.Kind regards,The *** Team
Customer Response
• Jul 21, 2020
Complaint: ***
I am rejecting this response because:
I spoke with the Geyser hotel and they stated that my reservation was cancelled, Expedia did not pay them any money and that I had to seek redress from Expedia. Someone is not telling the truth here. If it is true the hotel was paid then I need to file a complaint against them instead.
I was told that *** Airlines would not be issuing any refunds for an airline flight that I was scheduled to take on March 13, 2020, from Washington DC to Dubai. However, Expedia told me right before the flight date that I could postpone the trip and get an 11-month Valcour from *** to fly 11 months from March 2020. I demanded my money back, I called several times in March to get an update and I was on hold one time for over 2 hours and another day for over 4.5 hours! I actually put the phone on hold during other calls during the day and no answer or hangups. This was so frustrating to me since I have underlying health issues which I was told I have to get another Sleep Study test done because I have CPAP bad. Also, Expedia stated that since I purchased the flight insurance policy that I would have to go through the insurance to get my money. I said fine CANCEL (CANCEL) CANCEL the flight with *** and I will get my money through the insurance company. Then I got a run around with the insurance co AIG and was told that they subbed out their insurance policy for me to another company called AON - of which AON then needed the same information that I gave to AIG etc etc. then AON/AIG come back to me two and a half months later in late May/early June and states that I have to prove to them (AIG/AON) that Expedia or *** are not providing any kind of credit for this trip. I explained that I had cancelled the trip due to what Expeida told me. However when I went back to Expedia they told me that I had a credit on file with them for a new trip with *** Airlines but that I had to book before Sept 2020 and that I would have to take the trip before 11 months. I was so frustrated at Expedia since I explained to them that they should have canceled this trip so that I could get my money back from AIG insurance policy. And now Expedia has elected on their own to reinstate the terms and conditions and are telling me that I have a credit on file - I explained this is totally unacceptable and I would like to know who is going to pay for my health and death if I contract COVID-19 during my flight in 11 months from now since they are not going to have a vaccine ready by then. And there was dead silence on the other end of the phone and then I went on Twitter and blasted *** for telling Expedia that they were not issuing any refunds and only 11-month postponements. *** Airlines and stated that I should be able to get my money back directly from Expedia that they were not holding up my money!! I am and was so confused - then I demanded my money and I was placed on hold with Expedia for another 1.5 hours and they stated oh we see you contacted Emirate, etc. and they claim that they did get a refund notice of some sort from *** so that my refund could "start to be processed" - I demanded an email to this effect and they sent me a notice stating that my payment/refund was going to take 6-8 weeks and that it would not reimburse me for my cost for the insurance policy --- Only the airline tickets would be refunded - and I demanded no - I want all of the money back which includes the $132 flight insurance and now (jun 14, 2020 they are claiming that I need to go back to AIG and request a refund from them - Please note that I did no purchase these tickets/insurance policy etc from all of these different vendors I PURCHASED ALL OF THIS THROUGH EXPEDIA SO I EXPECT TO GET REFUNDED FROM EXPEDIA NOT HAVE TO CHASE MY MONEY DOWN AND GO BACK AND FORTH AND BACK AND FORTH AGAIN AND AGAIN
Here is the Expedia docs info
Purchased tickets from Expedia in Sept 2019
for Travel dates Mar 13, 2020 - Mar 21, 2020
Itinerary # *** Confirmation *** (***)
Ticket # *** (***)
Ticket # *** (***)
Flight for Me $1016.13 and *** $1016.13
Plus $132 flight insurance policy
The total amount paid to Expedia = $2,164.26
Expedia.com Response
• Jul 30, 2020
July 29, 2020 Revdex.comComplaint 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.
Ruth is requesting a refund of the his flight due to the COVID-19.
Our records indicate that on August 26, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines, from Washington, DC to Dubai, *** Arab on March
13, 2020 and returning on *** Airlines March 21, 2020, with the Travel Protection Flight Protection Plan.
When researching this matter we were able to determine that *** Airlines processed a refund on June 11, 2020, for the amount of $ 2032.26 USD.
The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr. experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
My whole first experience with expedia was terrible. During the Covid pandemic, they did nothing for me as their customer. It would have been better to book with the airline directly, because expedia will do nothing to talk to the airline on your behalf, and since you booked through a third party, the airline won't hear anything you have to say. They were incredibly unwilling to work with me and would even refund the airport taxes that were paid and never used because the flight never even ran!
I purchased two sets of tickets, each for two people, on *** airlines via Expedia. These were to arrive in Rome in May 2020. Both tickets were cancelled and not used due to Covid-19 related matters. I and my spouse were in Europe at the time working at a refugee camp.
Expedia has offered me *creditsfor these flights which include a restriction that they can only be used for flights originating in the country that the original flights originated in -- Switzerland.
Multiple *** agents have told me that a second option is available -- a system-wide travel credit voucher. As the name implies this can be used with any *** flight world-wide and is not limited to flights originating in Switzerland. However, to get these vouchers Expedia must put in a request (to ***) for them by 8/31/2020.
I requested these from Expedia last month but they continue to offer me only limited-use credits and not system-wide vouchers. Further, they have not responded to my request for a three-way call with Expedia, ***, and myself to get us all on the same page regarding options available to me.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. ***Bottom of Form, Revdex.com case number ***
regarding credit vouchers. We understand that Mr.would like four system-wide travel credit
vouchers. Our records indicate the following on December 28, 2019, Mrs. *** or an authorized user of the Expedia account,
self-booked two one way flights on *** departing
on May 11, 2020 from Zurich, Switzerland to Rome, Italy via ***. May 1, 2020 tickets were cancelled per electronic web form by customer; credit of $112.35; *** confirms a refund was issued on July 1, 2020 for $112.35 for each ticket to the original card that was charged.
On April 5, 2020, Mrs. or an authorized user of the Expedia account,
self-booked two one way flights on *** departing
on May 11, 2020 from Mytilene, Greece to Athens, Greece via ***. April 15, 2020 tickets cancelled on per electronic web form by customer; credit of $137.03 (Mytilene, Greece to Athens, Greece).
On May 2, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on ***
departing on May 11, 2020 from Zurich, Switzerland to Rome, Italy via ***. May 3, 2020 the tickets were voided and the charge ($532.50) would have be returned to the original card charged by the merchant ***.
On May 2, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on *** departing on May 11, 2020 from Zurich, Switzerland to Rome,
Italy via ***. May 3, 2020 a refund for $532.50 ($266.25 per ticket) was processed.
On May 3, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on *** departing on May 11, 2020 from Zurich, Switzerland to Rome,
Italy via ***. May 4, 2020 the tickets were voided the charge ($532.50) would be returned to the original card charged.
After further review on July 28, 2020, we were unable to locate a specific itinerary related to the dollar amount listed in the complaint. We respectfully request that you provide us with the itinerary number(s) of the booking(s) and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. This matter has been resolved via emails with Expedia customer support with copies to their executive team.
Called to rebook a trip to CA using airline credit from original trip canceled in March. 1st rep answered within 2 minutes, confirmed the flights we needed are available, duh, I knew that from the website. He couldn’t complete the booking so we have now been on hold fo almost 2 hours waiting for a “Manager”
Expedia.com Response
• Jul 27, 2020
July 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** Airlines for roundtrip travel from
Tampa, FL to San Diego, CA, departing on March 26, 2020, returning on March 30,
2020 and a rental car.The car
was canceled and refunded. The flights had a minor outbound schedule change
last minute and the tickets were exchanged by the airline. When the customer
contacted Expedia about getting new flights we were unable to process the
request as the tickets we issued were already in exchange status. We
contacted the airline to assist and the customer received the new flights they
requested for travel July 16, 2020, through July 20, 2020. The new ticket
numbers are *** and ***. The
customer later canceled the July travel and those tickets are now being held by
*** Airlines for a future travel credit. The customer may contact the airline
directly to process the exchange. If they have any difficulty they may contact
Expedia and we will advocate on their behalf, as before, to assist with the next
exchange. The new tickets must be rebooked by June 14, 2021.We regret
that the process took longer than preferred. The current situation with the
pandemic is unprecedented. Hold times are sometimes longer than normal when
calling Expedia or when contacting airline carriers. Expedia offers 24 hour
customer service and hold times are lighter during off peak hours.We did
not locate an Expedia coupon in the customer’s account. However, we issued an
Expedia Travel Coupon that is valid for one year for up to $200.00 towards a
hotel or hotel package booked in the customers account. A refund or check
compensation is not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 27, 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.
Hi,
I scheduled a trip to go Negril Jamaica March 20-March 24, 2020. Around that time the Covid 19 outbreak in NY intensified and for several reasons I had to cancel my trip the week I was scheduled to leave: 1) Jamaica closed its borders to foreign travels 2) I am a physician working in the emergency room in one of the NY hospitals and we were restricted from traveling by the hospital because of course our services were needed 3) Even though I cancelled the trip a few days before traveling, the airlines themselves also sent a notification saying they were cancelling the flight.
The airlines gave me a ticket voucher, which although I would prefer a refund of the airline tickets I can live with that. However Expedia will not issue me a refund of the hotel cost which is over $1000. They claim I can only get a credit for the hotel to be used later. For 3 months I've been back and forth with them trying to get this resolved. First when I personally emailed the hotel in March 2020 to get a refund, I was told Expedia had to refund the money because I purchased through them as a third party and the hotel was not paid yet.
I called Expedia and after several calls, hours on the phone, speaking to several managers and finally being escalated to corporate customer service-- still no resolution. The corporate customer service person said their system was down and they couldn't verify if they paid the hotel. She emailed the hotel and the last thing I was told was I can only get a voucher, not a refund. I asked her if the hotel was paid and she has not answered my email. I called Expedia again and talked to a different rep and supposedly they are seeing if I can get a refund--- that was one month ago.
This is the case #***
My position is whether the hotel was paid or not has nothing to do with me. Expedia needs to refund me the money for the hotel and they can figure out whatever issue they have with the hotel independent of me. It is absolutely disgraceful that in the time of this Covid crisis I have to be haggling for my own money, especially being an essential worker. This situation is self explanatory and has been a great inconvenience. Any Covid related travel should be handled with the exception to what the normal rule is for travel because of the impact the crisis has had globally. But because of greed, Expedia will not do the right thing.
Expedia.com Response
• Jul 28, 2020
July 28, 2020Revdex.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 Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for her hotel reservation.Our records indicate the on February 24, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia's website, under itinerary ***. The booking included a round-trip flight with *** Airlines from New York, NY, to Montego Bay, Jamaica, departing on March 20, 2020, and returning with *** Airlines from Montego Bay, Jamaica, to New York, NY, departing on March 24, 2020; and a refundable Room, Luxury Junior Suite Ocean View, at *** Resort & Spa - All Inclusive , for March 20-March 24, 2020.Upon review, on March 17, 2020 the customer sent an email requesting to cancel the hotel portion of the booking.On April 16, 2020 Ms. called in to check the status of refund for the hotel. We reached out to the hotel and on May 4, 2020 an email was sent to Ms. advising the hotel would like to offer a credit for a future stay.Please be advised that we do not accept cancellation request via email. Ms. had several other alternatives to cancel the hotel prior to arrival date. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Monica ***Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because
Monica Woods stated I requested the cancellation by email and they do not accept cancellation by email. I tried for several weeks ( starting the week leading up to my trip date and for weeks after) to cancel this trip by phone and could not get through to Expedia because their phone system was down. I tried to reach someone several times by live chat and that system was down as well. I finally had to resort to email to get through to Expedia and to the hotel initially myself . The hotel told me the refund must come from Expedia because the hotel was not paid by Expedia at the time . When I finally escalated this case to Expedia corporate customer service, the rep once again reported some systems issue where she could not verify of Expedia paid the hotel. She eventually reached out to the hotel and they offered a credit. As I have stated I want my money back. I tried to go through all of the proper channels and it is not my fault if Expedia's system was down and I could not get through by phone for weeks. Let us not act like conditions were not chaotic at this time. Every company has given grace and are making allowances in policies due to the disruption of this virus. Yet even in my case I am not circumventing any policy. The company could not be reached by phone because of their system malfunction not mine as I am sure they are well aware.
This is truly disgraceful to be going back and forth with this multibillion dollar company in the middle of a global pandemic which forced me to cancel travel not only because the borders of the destination country were closing, travel advisories were recommending US residents to not travel, but on top of that I am a physician who works at Queens Hospital ER and at the time thr hospital placed a band on medical staff traveling because of the case load of COVID and our services were needed.
What more does Expedia want?
Sincerely
I purchased 2 airlines tickets from Expedia. The airline is ***. Due to Covid-19 and Passport delayments I requested a refund or at least a credit. Expedia told me that I need to make that arraignments with *** Airline. *** is refusing to give me credit or a refund. Since I purchased the tickets through Expedia, they should at least give a credit for tickets I can not use.
Expedia.com Response
• Jul 28, 2020
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.Our records indicate the on March 14, 2020 the customer, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia's website, under itinerary ***. The booking included a One Way Fare with *** from Chicago, IL, to Guadalajara, Jalisco, departing on July 7, 2020. Upon review, on May 7, 2020 - The customer request to cancel flight via chat and was advised Looks like *** likes to handle their own cancellations. Please contact them directly to cancel your flight. On May 23, 2020 and June 16, 2020 Ms. contact chat but did not did stay connected. Please be advised there are no recorded attempts from Ms. to contact us after speaking with our chat agent, and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or FTC with ***. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Monica Corporate Correspondence Team
My spouse and I booked a trip package from JFK to DXB for June 21st- 26, 2020. (Flight+rental car). The trip was cancelled BY THE -------- AIRLINE due to COVID 19. I have made countless calls to Expedia since I received my cancel notification back in March. I've been given the run around and placed on excessively long holds. I even spoke to a supervisor and was given a "case ID#". I was told to give them 72 hours to look into my issue/resolve it and that there was no need to call back, someone would contact me. It's been a week and a 1/2 and I haven't received a call back yet. Even though I had travel insurance, Expedia is refusing to refund the cost of my flight.
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for allowing us the opportunity to address *** concerns. At Expedia we take customer complaints and feedback seriously, and strive to provide our customers with a great experience from booking to stay.
We understand that *** is seeking a refund for a reservation that was cancelled by the airline due to the COVID-19 pandemic. According to our records, on February 14, 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 New York, NY, to Dubai, *** departing on June 21,2020 and returning June 26, 2020.
Upon receiving this complaint, a customer service agent contacted *** requesting a refund and advocating on *** behalf. *** has agreed that a refund is available for *** under *** policies. Accordingly, we have started processing a refund in the amount of $1994.40 to be credited to the original form of payment used for this booking.
Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Monica ***Consumer Relations
I booked a room on June 9, 2020 and decided to cancel 2 hours later because I found a better deal. However, I had four days to cancel without penalties. I called to see why my refund is taking long to return and they told me 13 days. This is bad business because when I booked the hotel before I can hit submit the money was already taken out so why 13 days to refund. *** issue a refund the next day. I will stick to your competitors for now on.
We were confirmed for a cons in Florida and booked flights. Then they canceled saying there was a double booking. No offer of alternative rental or reimbursement of flights. Do not use this service or you will be out a lot of money. June 14, 2020
I had a reservation at a hotel for a trip cancelled due to COVID-19. I cancelled my booking through Expedia. The hotel charged me, and when I contacted them about this, they said they had never been notified of my cancellation. I contacted Expedia. They have given me several conflicting excuses for not refunding me: (1) The hotel's policy is to not refund without a cancellation [the hotel's policy is irrelevant; my complaint is that Expedia erred by not communicating my cancellation]. (2) My reservation was nonrefundable [patently false; they walked this insistence back in subsequent correspondence, but the fact that they tried to use this as a reason to not refund me is indicia that they are willing to lie outright]. (3) I didn't cancel in time because I didn't seek a refund from them until June 10 when my cancellation date was April 25 [The reason I didn't contact them until after the cancellation date was that until the charge showed up on my credit card, I assumed the cancellation was routine! Throughout the month of May, I was attempting to resolve through the hotel. Furthermore, the assertion that I didn't contact them until June 10 is another outright lie; I first contacted them on May 25 and followed up weekly until I finally dug a response out of them through ***. I cancelled well before April 25 and verified the cancellation a second time when I received an email from Expedia on April 23].
Customer Response
• Jun 22, 2020
Greetings,
My complaint #*** with Expedia has been resolved. However I still have serious concerns about their practice of telling outright falsehoods to customers. I had to fight very hard and engage in uncomfortable, aggressive behavior to finally get them to refund the measly sum of $60 that they owed me.
I had flight reservation get canceled due to circumstances involving COVID 19 and was issued a travel credit through Expedia good for *** Airlines $1046.43 for myself and my son for another $1046.43.
I’ve tried for over a week to rebook travel and use the credit with no avail.
After many call and hours on hold both call and virtually via chat app. I would like a refund or response.
Customer Response
• Jun 16, 2020
After many hours on the phone and computer I got resolution today.
Thank you
Scam! I received a credit because the airline cancelled my flight due to corona. Expedia gave no direction on how to use my credit so I called and sat on hold for an hour. They then informed me that the flight I wanted with the airline holding my credit could not be booked because they didn’t know the price. This flight is in 30 days so there is no way they didn’t know the price. I told her to look on their website because I can see the price. She then said that the credit could only be used for certain flights to the same destination. This is absurd so I asked for a refund but the flight wasn’t eligible so I asked for a manager. In the hour and a half wait for a manager I called the airline and they booked the flight I wanted with the credit in about ten minutes. When the Expedia manager finally got on all she could say is she would document my complaint. I have had nothing but issues with Expedia since conoravirus. I have spent over 25 hours on hold or on phone or chat with them about various issues. The service is vastly terrible. I am a gold member and still I am treated terribly with no resolution on ANY of the issues.
On March 26, 2020 I made a purchase through Expedia.com and I mistakenly made the purchase because I wasnt told that my brothers wedding in Nivember was canceled due to COVID. On the same day of the purchase I canceled it online and recived a confimration. I screenshot it because it seemed that their system was having issues. Noone was puckingbup the phone and everything was high volume due to COVID. I canceled so many times and I got the same message. I called in June to see my refund was taking so long and they said they didnt recieve the cancellation. I then sent all the supporting screenshots. They are still stating that I have not cancled. I keep calling and I stay on the line for hours with them telling me they'll escalate and they have not done anything its the worst customer service I have ever had.
Expedia.com Response
• Jul 29, 2020
July 29th, 2020 Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. Our records indicate the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for three passengers on
Expedia's website, under itinerary ***, on the date of March 26th,
2020. This consisted of three round-trip tickets booked with *** Airlines from New York, NY to Mexico City, Distrito on November 22nd,
2020, with a return date of December 1st 2020. We understand Ms. is requesting
a full refund for her purchased tickets, as she claims to have cancelled the
flight reservation within the airlines 24hr void window.Our records also indicate that on June 5th, 2020, *** first contacted our customer care department seeking to obtain a refund for her
flight. After receiving this request, a customer care agent researched and
reviewed *** request. The assisting agent advised *** per Expedia and
the airline system, this reservation was cancelled online on April 1st,
2020, and per the airlines policy of this being a non-refundable ticket, that Ms.
*** will have a future flight credit with *** Airline. We understand that *** had difficulties contacting us through
our customer service line. We apologize
for this. Given the unprecedented
numbers of customers calling our customer service line due to the COVID-19
crisis, there have been long wait times and many customers have experienced
significant difficulties in getting through to our customer service
agents. Our agents are working as fast
as they can to manage all requests and we have been redeploying team members
from other parts of the business to assist and expand our ability to handle the
volume of calls we are receiving. Nonetheless, we acknowledge the experience has been less than ideal and
understand the impact this has had on our travelers.[CH(1] 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. *** Airline is the operating carrier and merchant of
record (the entities that received the funds and the companies that charged the
credit card) on this itinerary. We hope you understand
we must adhere to the policies dictated by the airline. At
the time of booking, Ms. agreed to the following Expedia Terms of Use: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 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.The carriers, hotels and other suppliers providing travel or
other services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Partners. The Expedia
Companies and the Expedia Partners are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Partners have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Expedia may offer you the opportunity to
book a reservation for a combination of two one—way tickets instead of a
round-trip ticket. Combined one-way tickets may provide a greater choice of
flights, are often cheaper and can be combined on the same airline or on
different airlines. Unlike round-trip tickets, each one-way ticket is subject to
its own rules, restrictions, and fees. If one of these flights is affected by
an airline change (e.g. cancellation or rescheduling) that causes a Customer to
make changes to the other flight, the Customer will be responsible for any fees
incurred for making changes to the unaffected flight. While
we regret Ms.’s experience
was not as we would have hoped, based on the information provided above, we are
unable to provide a refund on this matter. We thank
you for allowing us 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 [CH(1]4.b.
IF there were no communications because the customer couldn’t get through to us
use this language.
I made a complaint a while back but was mistaken on the fact that I booked only my airfare through expedia and not my hotel portion. The response I got from you guys from my last complaint reminded me that we got a better deal on a hotel than expedia could offer. But they did not respond to the fact that they still have my airfare and baggage money. So here is the story again. Me and my friend and our girlfriends booked a flight to vegas back in September 2019 for may 2020 for EDC festival. We used expedia to do so. My friend did all the work then I paid him for booking it in his name. Then covid-19 happened and it got canceled only problem is expedia wouldnt take any calls and the airline wouldnt up until 72 hours prior. So I messaged yous to get help unfortunately you closed my case on the 13th of may before my friend could talk to the airlines or expedia. Well he finally got expedia to refund him but only they only gave him a credit for future travel plans. And to make matters worse they put the credit in everyone's names instead of just all under his name kn his account. It doesnt make sense to apply a credit for a *** under a *** or *** account. They should just give him all the credit on his account so atleast he can give me the cash difference and keep the credit for himself if anything. That was not the desired solution. I dont not wish to take a vacation anytime soon. In fact I need my money very badly and Expedia think people are gonna want to travel during a recession.. another issue is the *** airlines did not refund the mo ey for the baggage claim as well which was 60 a person. That's 240 that they are just pocketing. After they just got a 58 billion bailout that last thing they should be doing is pocketing peoples money. I have images to upload or share of me and my girlfriends information on how much they owe me. Its 420 per person for the airlines tickets and 120 in baggage fees I want that. That's 960 dollars of mine they are holding against my will. I dont not want a credit, that doesnt include my luggage fees, let alone a credit I cannot use for food and Bill's to stay afloat during this pandemic. The itinerary was
Expedia.com Response
• Jul 29, 2020
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** regarding flight reservation.Our records reflect Itinerary *** . We understand Mr. is requesting refund of his flight portion.Our records indicate that on September 29, 2019, Mr., or an authorized user of the Expedia account, self-booked a round trip flight and hotel reservation for four travelers, under itinerary ***. Travel was aboard *** Airlines, departing on May 12, 2020, Philadelphia, PA, USA,to Las Vegas, NV, *** States, returning on May 19, 2020. We understand Mr. would like a refund, because the flights were cancelled.On October 10,2019 *** Airlines initiated an airline schedule change and flight was cancelled, and Mr. contacted Expedia via phone and agreed with cancellation. Expedia advised customer of policies in which was a credit for future date. Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On May 5,2020 Mr. contacted Expedia via phone to request a refund for his baggage fees and we advised that he would need to request for the refund directly with *** Airlines.On May 15,2020 Refund was processed for flight reservation for all four passengers, the time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
Customer Response
• Jul 31, 2020
Complaint: ***
I am rejecting this response because: So as it stands now *** has been credited the money on his Expedia account under all four of our names separately. By the way the last message was worded it looks like you are actually trying to give us a full refund to the card holders account. So does that mean when the refund hits her account that the Expedia credit will disappear? Which we are all fine with because we would rather have the cash back instead of a credit. But if I'm wrong then that means the credit issued to *** account was the refund you mentioned and that just will not due. With the credits under all four names its hard to work out a solution. If the credit was just under *** name only he could simply just give us the cash of the difference. But with it under our names it kinda makes us locked in and the only people that can use the credits. So I will definitely need you to clear us the confusion because *** said the Expedia credit only took about 3 weeks which is substantially different from the 8 to 12 week timeline you stated. *** is under the impression that the credit was the refund issued and by the way the message went I think you're going to put the money into the account than remove the credit once that clears. If *** was correct and the credit was the refund is their a way you can just transfer it all into his name? I'm willing to do what I have to get the resolution I desire. If you guys help I will definitely choose you guys in the future.
Sincerely
Expedia.com Response
• Aug 05, 2020
August 5,2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number *** .We regret to hear Mr. *** did not accept our response and/or resolution offered.
We have reviewed the documentation information Mr. *** provided to further address his concerns.We apologize if the information provided was confusing. The refund of the flights was processed Through the airlines website. All four passengers tickets will be refunded back to the original Form of payment that was used. Per our records its shows that the credit card on file that was used Was under *** ending in *** XXXX-*** for the full amount of 1,683.20.Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
I recently booked and stayed at the *** hotel in Denver Colorado. I was looking for luxury hotels around & From reading good reviews and viewing pictures I decided to proceed with staying here. The morning of June 6th 2020 we had been traveling all morning and arrived earlier then expected.. we got to the hotel around 11am. We decided to see if the hotel would allow us to check in a little earlier then normal sense we were wore out from traveling. I didn’t think this would be too big of an issue since I’m familiar with staying at *** hotels, and I am a Silver Elite member in which I usually have no issues checking in earlier then the check in time. We were greeted by the Manager Dani, which had my reservation pulled up and mentioned that I was early and that it wasn’t even check out time yet. She then goes on by informing us if we wanted to check in now I would have to pay a day and a half fee. I then mention to her I have a *** account with *** and wanted to see if we would be allowed to check in earlier with my status. She goes in an office to check if that would be possible, she then comes out and tells us that option is not possible we would still have to pay. I was not willing to pay these extra fees.. so we leave the hotel and drive around until it was around the hotels “allowed” check in time. We get a call around 2pm from Dani stating that the hotel had an available room for us to check into so we headed over back to the hotel. As we’re checkin Dani is explaining to us the hotel amenities, parking etc.. she then explains the pricing of parking and breakfast, I then explain to her I had already paid to have that included in our stay. She seemed to not be aware of that.. she then says “let me check because I don’t see that”, she then asked to see my confirmation email in which I show her and she begins to write something down, then grabs us a parking pass and breakfast passes... we proceed with unloading our bags on to the baggage carousel, the valet attendant then says “make sure to bring it back down”. I thought this was weird because usually at a luxury hotel the bellman takes my bags to my room.. I’m not sure if this service wasn’t offered because of the Covid-19. We then get off the elevator to the 7th floor immediately stepping off the elevator there was a strong unpleasant smell in the air. We then go into our suite and realize the carpet is coming up further walking into our suite there was a whole in the wall and further carpet issues, I then walk into the bathroom and I was highly disappointed in what I had seen due to it not being accurate with the advertised pictures. One of the light bulbs were out in the bathroom as well. I was really disappointed in the suite I received and did not feel like I got my money’s worth. I wanted to leave after experiencing all this but being so tired from traveling I didn’t bother trying to find another hotel to stay in. I then return downstairs to return the baggage carousel and to park the car. I was then instructed on where to park the car, this was also annoying due to the fact that I had paid for valet service and didn’t receive that. At this point I’m annoyed with the whole hotel process, I go up stairs to nap. The date of June 8th 2020 I wake up to see that the fridge in the suite had been Leaking water and got all over the floor we cleaned it up I then go down to breakfast, I had ordered a mimosa with a have it your way entree. The breakfast wasn’t as warm as I expected it but it wasn’t too bad. As I am eating my food and finishing my eggs I had found a hair in my eggs I immediately stop eating and show the waitress.. she offered to get me a new side of eggs but I didn’t feel comfortable eating anymore especially with this coronavirus going around. I proceed to grab my luggage and checkout of the hotel. I explain to Dani everything that happened during our stay and that I wasn’t pleased staying with them. She apologized and offered to add points to my *** account due to the “minor issues I experienced”. I truly don’t believe this was enough & these were not minor issues in my opinion. Dani didn’t show much hospitality or sense of urgency with dealing with my situation. I called Expedia June 13 2022 due to the fact I booked through you guys to see if you could step in and resolve the issue. This just became an even bigger issue. I was given the run around with who to speak with about 45mins just to speak to the correct team. I am a Gold Member with Expedia and expect to have “better” service in which I felt like it was worse. I spoke with 5 different people, 3 of these people happen to just hang up on me while on hold, they even asked for a call back number and I was not contacted. I’m not sure if this is what your company practices but that is not okay when I am a loyal frequent paying customer! I finally get an answer from Brandon, I then explain my whole story over for the sixth time. And puts me on hold. He then comes to the conclusion to only offer me a $75 voucher which isn’t enough for what I experienced at the hotel or the service I received today. There has to be something you guys can do or offer to keep me as a happy customer I’ve never had a bad complaint towards Expedia until this situation.
Expedia.com Response
• Jul 20, 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 with ***, A *** Hotel was created on June 4th, 2020 for check-in on June 6th, 2020 and check out on June 8th, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 9:00 AM local hotel time, Friday, June 5, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. On June 13, 2020 the customer reached out to customer care to request a refund due to the accommodation not meeting their expectations. At this time, customer care contacted the property who advised that they had given the customer 5,000 *** points as compensation. As they had already compensated the customer they were unwilling to offer further compensation. In addition to the *** points given by the property customer care issued a 75.00 coupon. Conclusion/Resolution:We do advertise all properties in good faith and we are sorry to hear that in this case, the property didn't meet the customer's expectations. While we empathize with the customer's negative experience, we are unable to offer additional compensation beyond what has already been provided since the hotel billed in full for the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Hotels.com Team
On January 6 of 2020, I purchased a vacation bundle from Expedia which included round trip flight, hotel, and vacation waiver. I was emailed the attached receipt on 1/6/2020 showing a total of $7554.56, a subtotal of $6487.02, and taxes and fees of $1067.54. The receipt does not itemize the cost of each line item included in the bundle. When I purchased this bundle, I spoke to an agent and specifically asked if I would get a full refund if I cancel the vacation bundle for any reason and I was told by the agent that I would receive the entire cost of the vacation bundle. I called Expedia on 6/3/2020 to cancel my trip due to covid-19 travel restrictions at the destination (i.e., Hawaii). After hours of talking to different agents, I received a refund of $7179.56 and was told that $375 would not be refunded because that was the cost of the vacation waiver. However, the receipt does not have the cost of the vacation waiver nor does it have the cost of each item in the package. The cost of the vacation waiver was not disclosed to me at the time of purchase nor was it disclosed on the receipt, this is a complete lack of transparency on the part of Expedia and non-disclosure of the cost of what is being purchased by the customer.
Expedia.com Response
• Jul 30, 2020
.7/30/20Revdex.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 Mrs. *** regarding a Travel package to Kahului, HI . Upon receiving this complaint, a customer service agent contacted Expedia requesting a refund and advocating on Mrs. *** behalf. Expedia has agreed that a refund is available for Mrs. ***-***. Accordingly, we have started processing a refund in the amount of 375.00 to be credited to the original form of payment used for this booking. Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette ***Corporate Correspondence Team
I booked through Expedia a flight on ***. On */26/2020, I received an email from Expedia stating the airlines cancelled my flight. I called to request a refund. To date, I've called back several times to get my refund however Expedia has dropped my call each time. The 3 times they called back, 2 of the 3 I couldn't hear anyone on the last call so they hung up. On the last dropped call scenerio, the agent said she was going to connect me with a tier 2 agent and then the call was dropped. She has not called back despite my request to do so if the call was dropped. I have a record of my call log that started at 10 am this morning and currently at 2:36 pm I am yet to see this call through to completion to get it resolved. I've written the tier 2 support and have not received any response. I am seeking for a refund for the total amount I paid for the flight. Given that Expedia gives no other method except phone by which to garner a refund I have no choice but to report them to the Revdex.com to see how I can get my refund issued.
Expedia.com Response
• Jul 28, 2020
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Miss ***
***. (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund from ***.Our records indicate that on February *, 2020, the
customer, or an authorized user of the Expedia account, self-booked a Flight
for two passengers on Expedia's website, under itinerary ***. The
booking included a one-way flight with *** from Florence, Italy, to Paris, France,
departing on June 22, 2020.Upon review, on May 26, 2020, the customer’s flight
was canceled by the air line. Upon further review, on June 13, 2020, our records
indicate The customer accepted and confirmed the cancellation via email . The
customer then reached out to our customer service line and spoke to one of our representatives . Who informed Her that their tickets
where non-refundable and Miss. *** would receive a future flight credit .On June 14, 2020, Miss. contacted Expedia via
email in response to the email she received
about the future flight credit. Miss *** Sent a screen shot via email showing
that *** does provide refunds for flights canceled due to the Corona
virus. On July 28, 2020 we further researched and found that
Miss ***’s flights are currently being processed for a refund directly by *** and it could take up to 6-7 Weeks Before Miss *** see’s the refund in
her account .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, Perrie ***Corporate Correspondence Team
We booked a bundle trip through Expedia dates from May 23- June 6th 2020.However, due to COVID 19 we are not able to travel. Airlines did not charge us but the hotel did and now Expedia told us that we are not getting a refund for the hotel.
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for $307.25 for the hotel reservation.
Our records indicate on March 15, 2020, Mr. *** or an authorized user of the Expedia
account, self-booked two round trip flights on *** Airlines departing May 23,
2020 from Seattle, WA,USA to Krabi, Thailand and returning on June 5, 2020,
along with a seven night stay at *** via ***.
We can confirm on March 18,
2020 and on March 31, 2020, Expedia emailed the customer
advising reservation has not been ticketed and without confirmation from the
airline, we are unable to ticket this reservation.
On April 23, 2020, the customer emailed Expedia advising they have tried
contacting Expedia numerous times and would like to cancel the hotel
reservation.
From April
26, 2020 through June 14, 2020, there were numerous emails between the customer and Expedia regarding
the requested refund for the hotel reservation. On June 13, 2020 Expedia emailed the customer and advised the hotel
denied the refund request for the non-refundable hotel reservation
After
further review on July
30, 2020, Expedia was able to verify the reservation was canceled on April 23,
2020 as requested by the customer in an email Expedia received. Expedia
confirms the hotel policy was non-refundable and stated should the reservation be
changed or cancelled it is non-refundable.
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
We purchased the two *** round trip tickets from Expedia.com for Bangkok-Paris, 4/12/2020-4/26/2020
Expedia Itinerary No. *** Confirmation Code: ***.
On 3/22/2020, we received an email from *** confirming the flight *** was cancelled. Our entire trip was made impossible because of the airline cancellation. Due to ***’s refund policy, we are entitled to a full refund because the flight was cancelled by the airline. We called *** requesting the refund, and were informed to contact Expedia.
Then, we made a request to Expedia for a full refund, but Expedia forced us to take an airline credit instead. Expedia/*** has never given us the option of a refund for the ticket.
We have gone back and forth with support staff at Expedia and at *** for months to no avail. We cannot use an airline credit, because who can say when the COVID-19 disaster will pass and travel will be safe again, and whether the airline will still be in operation at that time
Expedia.com Response
• Jul 30, 2020
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand Ms. would like a refund
for $3804.34 for flight reservation.
Our records indicate on December 18, 2019, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights on *** departing April 12, 2020 from Bangkok, Thailand to Paris, Italy and returning on April 25, 2020, via ***.
We can confirm on March 26, the customer cancelled the flight reservation with
the online electronic web cancellation form.
On June 19, 2020, *** processed a refund
for $1902.17 for each ticket, to *** card ending ***.
After further review on July 30, 2020, Expedia
was able to verify the reservation was canceled. A refund of $1902.17 for each ticket is showing it was
processed by *** on June 19, 2020 to
the *** card ending ***. Since *** processed the charge, they’ll determine the refund timeline. If you have
questions, we’d recommend contacting them directly.
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 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.
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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I made a hotel reservation prior to the COVID-19 outbreak. The reservation was non refundable. Due to travel restrictions imposed by the State of Oregon, I can not take this trip. The hotel agreed to cancel my reservation and refund the amount but since Expedia collected the money I needed to get the money from from Expedia. Expedia refuses to refund my money. The itinerary # ***.
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 Geiser Grand Hotel on March 05, 2020, via *** website for check-in on June 17th, 2020 and check out on June 19, 2020. At the time of booking, the customer selected a pay now reservation in the amount of $574.46 USD and agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.On March 5th, the customer reached out to customer care to request cancellation of the reservation. Customer care reached out to the property to request a penalty waiver. Regrettably, they were unable to obtain approval for a refund from the hotel.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 reached out to the hotel for a waiver and the hotel replied denying the request for a waiver to the non-refundable booking.While we empathize with the customer's position, we were unable to refund the customer as the hotel has billed us for this reservation.Thank you for bringing this matter to our attention.Kind regards,The *** Team
Complaint: ***
I am rejecting this response because:
I spoke with the Geyser hotel and they stated that my reservation was cancelled, Expedia did not pay them any money and that I had to seek redress from Expedia. Someone is not telling the truth here. If it is true the hotel was paid then I need to file a complaint against them instead.
Sincerely
I was told that *** Airlines would not be issuing any refunds for an airline flight that I was scheduled to take on March 13, 2020, from Washington DC to Dubai. However, Expedia told me right before the flight date that I could postpone the trip and get an 11-month Valcour from *** to fly 11 months from March 2020. I demanded my money back, I called several times in March to get an update and I was on hold one time for over 2 hours and another day for over 4.5 hours! I actually put the phone on hold during other calls during the day and no answer or hangups. This was so frustrating to me since I have underlying health issues which I was told I have to get another Sleep Study test done because I have CPAP bad. Also, Expedia stated that since I purchased the flight insurance policy that I would have to go through the insurance to get my money. I said fine CANCEL (CANCEL) CANCEL the flight with *** and I will get my money through the insurance company. Then I got a run around with the insurance co AIG and was told that they subbed out their insurance policy for me to another company called AON - of which AON then needed the same information that I gave to AIG etc etc. then AON/AIG come back to me two and a half months later in late May/early June and states that I have to prove to them (AIG/AON) that Expedia or *** are not providing any kind of credit for this trip. I explained that I had cancelled the trip due to what Expeida told me. However when I went back to Expedia they told me that I had a credit on file with them for a new trip with *** Airlines but that I had to book before Sept 2020 and that I would have to take the trip before 11 months. I was so frustrated at Expedia since I explained to them that they should have canceled this trip so that I could get my money back from AIG insurance policy. And now Expedia has elected on their own to reinstate the terms and conditions and are telling me that I have a credit on file - I explained this is totally unacceptable and I would like to know who is going to pay for my health and death if I contract COVID-19 during my flight in 11 months from now since they are not going to have a vaccine ready by then. And there was dead silence on the other end of the phone and then I went on Twitter and blasted *** for telling Expedia that they were not issuing any refunds and only 11-month postponements. *** Airlines and stated that I should be able to get my money back directly from Expedia that they were not holding up my money!! I am and was so confused - then I demanded my money and I was placed on hold with Expedia for another 1.5 hours and they stated oh we see you contacted Emirate, etc. and they claim that they did get a refund notice of some sort from *** so that my refund could "start to be processed" - I demanded an email to this effect and they sent me a notice stating that my payment/refund was going to take 6-8 weeks and that it would not reimburse me for my cost for the insurance policy --- Only the airline tickets would be refunded - and I demanded no - I want all of the money back which includes the $132 flight insurance and now (jun 14, 2020 they are claiming that I need to go back to AIG and request a refund from them - Please note that I did no purchase these tickets/insurance policy etc from all of these different vendors I PURCHASED ALL OF THIS THROUGH EXPEDIA SO I EXPECT TO GET REFUNDED FROM EXPEDIA NOT HAVE TO CHASE MY MONEY DOWN AND GO BACK AND FORTH AND BACK AND FORTH AGAIN AND AGAIN
Here is the Expedia docs info
Purchased tickets from Expedia in Sept 2019
for Travel dates Mar 13, 2020 - Mar 21, 2020
Itinerary # *** Confirmation *** (***)
Ticket # *** (***)
Ticket # *** (***)
Flight for Me $1016.13 and *** $1016.13
Plus $132 flight insurance policy
The total amount paid to Expedia = $2,164.26
July 29, 2020 Revdex.comComplaint 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.
Ruth is requesting a refund of the his flight due to the COVID-19.
Our records indicate that on August 26, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines, from Washington, DC to Dubai, *** Arab on March
13, 2020 and returning on *** Airlines March 21, 2020, with the Travel Protection Flight Protection Plan.
When researching this matter we were able to determine that *** Airlines processed a refund on June 11, 2020, for the amount of $ 2032.26 USD.
The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr. experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
My whole first experience with expedia was terrible. During the Covid pandemic, they did nothing for me as their customer. It would have been better to book with the airline directly, because expedia will do nothing to talk to the airline on your behalf, and since you booked through a third party, the airline won't hear anything you have to say. They were incredibly unwilling to work with me and would even refund the airport taxes that were paid and never used because the flight never even ran!
I purchased two sets of tickets, each for two people, on *** airlines via Expedia. These were to arrive in Rome in May 2020. Both tickets were cancelled and not used due to Covid-19 related matters. I and my spouse were in Europe at the time working at a refugee camp.
Expedia has offered me *creditsfor these flights which include a restriction that they can only be used for flights originating in the country that the original flights originated in -- Switzerland.
Multiple *** agents have told me that a second option is available -- a system-wide travel credit voucher. As the name implies this can be used with any *** flight world-wide and is not limited to flights originating in Switzerland. However, to get these vouchers Expedia must put in a request (to ***) for them by 8/31/2020.
I requested these from Expedia last month but they continue to offer me only limited-use credits and not system-wide vouchers. Further, they have not responded to my request for a three-way call with Expedia, ***, and myself to get us all on the same page regarding options available to me.
July 28, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. ***Bottom of Form, Revdex.com case number ***
regarding credit vouchers. We understand that Mr.would like four system-wide travel credit
vouchers. Our records indicate the following on December 28, 2019, Mrs. *** or an authorized user of the Expedia account,
self-booked two one way flights on *** departing
on May 11, 2020 from Zurich, Switzerland to Rome, Italy via ***. May 1, 2020 tickets were cancelled per electronic web form by customer; credit of $112.35; *** confirms a refund was issued on July 1, 2020 for $112.35 for each ticket to the original card that was charged.
On April 5, 2020, Mrs. or an authorized user of the Expedia account,
self-booked two one way flights on *** departing
on May 11, 2020 from Mytilene, Greece to Athens, Greece via ***. April 15, 2020 tickets cancelled on per electronic web form by customer; credit of $137.03 (Mytilene, Greece to Athens, Greece).
On May 2, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on ***
departing on May 11, 2020 from Zurich, Switzerland to Rome, Italy via ***. May 3, 2020 the tickets were voided and the charge ($532.50) would have be returned to the original card charged by the merchant ***.
On May 2, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on *** departing on May 11, 2020 from Zurich, Switzerland to Rome,
Italy via ***. May 3, 2020 a refund for $532.50 ($266.25 per ticket) was processed.
On May 3, 2020, Mrs. or an
authorized user of the Expedia account, self-booked two one way flights on *** departing on May 11, 2020 from Zurich, Switzerland to Rome,
Italy via ***. May 4, 2020 the tickets were voided the charge ($532.50) would be returned to the original card charged.
After further review on July 28, 2020, we were unable to locate a specific itinerary related to the dollar amount listed in the complaint. We respectfully request that you provide us with the itinerary number(s) of the booking(s) and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. This matter has been resolved via emails with Expedia customer support with copies to their executive team.
Sincerely
Called to rebook a trip to CA using airline credit from original trip canceled in March. 1st rep answered within 2 minutes, confirmed the flights we needed are available, duh, I knew that from the website. He couldn’t complete the booking so we have now been on hold fo almost 2 hours waiting for a “Manager”
July 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** Airlines for roundtrip travel from
Tampa, FL to San Diego, CA, departing on March 26, 2020, returning on March 30,
2020 and a rental car.The car
was canceled and refunded. The flights had a minor outbound schedule change
last minute and the tickets were exchanged by the airline. When the customer
contacted Expedia about getting new flights we were unable to process the
request as the tickets we issued were already in exchange status. We
contacted the airline to assist and the customer received the new flights they
requested for travel July 16, 2020, through July 20, 2020. The new ticket
numbers are *** and ***. The
customer later canceled the July travel and those tickets are now being held by
*** Airlines for a future travel credit. The customer may contact the airline
directly to process the exchange. If they have any difficulty they may contact
Expedia and we will advocate on their behalf, as before, to assist with the next
exchange. The new tickets must be rebooked by June 14, 2021.We regret
that the process took longer than preferred. The current situation with the
pandemic is unprecedented. Hold times are sometimes longer than normal when
calling Expedia or when contacting airline carriers. Expedia offers 24 hour
customer service and hold times are lighter during off peak hours.We did
not locate an Expedia coupon in the customer’s account. However, we issued an
Expedia Travel Coupon that is valid for one year for up to $200.00 towards a
hotel or hotel package booked in the customers account. A refund or check
compensation is not available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Hi,
I scheduled a trip to go Negril Jamaica March 20-March 24, 2020. Around that time the Covid 19 outbreak in NY intensified and for several reasons I had to cancel my trip the week I was scheduled to leave: 1) Jamaica closed its borders to foreign travels 2) I am a physician working in the emergency room in one of the NY hospitals and we were restricted from traveling by the hospital because of course our services were needed 3) Even though I cancelled the trip a few days before traveling, the airlines themselves also sent a notification saying they were cancelling the flight.
The airlines gave me a ticket voucher, which although I would prefer a refund of the airline tickets I can live with that. However Expedia will not issue me a refund of the hotel cost which is over $1000. They claim I can only get a credit for the hotel to be used later. For 3 months I've been back and forth with them trying to get this resolved. First when I personally emailed the hotel in March 2020 to get a refund, I was told Expedia had to refund the money because I purchased through them as a third party and the hotel was not paid yet.
I called Expedia and after several calls, hours on the phone, speaking to several managers and finally being escalated to corporate customer service-- still no resolution. The corporate customer service person said their system was down and they couldn't verify if they paid the hotel. She emailed the hotel and the last thing I was told was I can only get a voucher, not a refund. I asked her if the hotel was paid and she has not answered my email. I called Expedia again and talked to a different rep and supposedly they are seeing if I can get a refund--- that was one month ago.
This is the case #***
My position is whether the hotel was paid or not has nothing to do with me. Expedia needs to refund me the money for the hotel and they can figure out whatever issue they have with the hotel independent of me. It is absolutely disgraceful that in the time of this Covid crisis I have to be haggling for my own money, especially being an essential worker. This situation is self explanatory and has been a great inconvenience. Any Covid related travel should be handled with the exception to what the normal rule is for travel because of the impact the crisis has had globally. But because of greed, Expedia will not do the right thing.
July 28, 2020Revdex.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 Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for her hotel reservation.Our records indicate the on February 24, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia's website, under itinerary ***. The booking included a round-trip flight with *** Airlines from New York, NY, to Montego Bay, Jamaica, departing on March 20, 2020, and returning with *** Airlines from Montego Bay, Jamaica, to New York, NY, departing on March 24, 2020; and a refundable Room, Luxury Junior Suite Ocean View, at *** Resort & Spa - All Inclusive , for March 20-March 24, 2020.Upon review, on March 17, 2020 the customer sent an email requesting to cancel the hotel portion of the booking.On April 16, 2020 Ms. called in to check the status of refund for the hotel. We reached out to the hotel and on May 4, 2020 an email was sent to Ms. advising the hotel would like to offer a credit for a future stay.Please be advised that we do not accept cancellation request via email. Ms. had several other alternatives to cancel the hotel prior to arrival date. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because
Monica Woods stated I requested the cancellation by email and they do not accept cancellation by email. I tried for several weeks ( starting the week leading up to my trip date and for weeks after) to cancel this trip by phone and could not get through to Expedia because their phone system was down. I tried to reach someone several times by live chat and that system was down as well. I finally had to resort to email to get through to Expedia and to the hotel initially myself . The hotel told me the refund must come from Expedia because the hotel was not paid by Expedia at the time . When I finally escalated this case to Expedia corporate customer service, the rep once again reported some systems issue where she could not verify of Expedia paid the hotel. She eventually reached out to the hotel and they offered a credit. As I have stated I want my money back. I tried to go through all of the proper channels and it is not my fault if Expedia's system was down and I could not get through by phone for weeks. Let us not act like conditions were not chaotic at this time. Every company has given grace and are making allowances in policies due to the disruption of this virus. Yet even in my case I am not circumventing any policy. The company could not be reached by phone because of their system malfunction not mine as I am sure they are well aware.
This is truly disgraceful to be going back and forth with this multibillion dollar company in the middle of a global pandemic which forced me to cancel travel not only because the borders of the destination country were closing, travel advisories were recommending US residents to not travel, but on top of that I am a physician who works at Queens Hospital ER and at the time thr hospital placed a band on medical staff traveling because of the case load of COVID and our services were needed.
What more does Expedia want?
Sincerely
I purchased 2 airlines tickets from Expedia. The airline is ***. Due to Covid-19 and Passport delayments I requested a refund or at least a credit. Expedia told me that I need to make that arraignments with *** Airline. *** is refusing to give me credit or a refund. Since I purchased the tickets through Expedia, they should at least give a credit for tickets I can not use.
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.Our records indicate the on March 14, 2020 the customer, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia's website, under itinerary ***. The booking included a One Way Fare with *** from Chicago, IL, to Guadalajara, Jalisco, departing on July 7, 2020. Upon review, on May 7, 2020 - The customer request to cancel flight via chat and was advised Looks like *** likes to handle their own cancellations. Please contact them directly to cancel your flight. On May 23, 2020 and June 16, 2020 Ms. contact chat but did not did stay connected. Please be advised there are no recorded attempts from Ms. to contact us after speaking with our chat agent, and based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or FTC with ***. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Monica Corporate Correspondence Team
My spouse and I booked a trip package from JFK to DXB for June 21st- 26, 2020. (Flight+rental car). The trip was cancelled BY THE -------- AIRLINE due to COVID 19. I have made countless calls to Expedia since I received my cancel notification back in March. I've been given the run around and placed on excessively long holds. I even spoke to a supervisor and was given a "case ID#". I was told to give them 72 hours to look into my issue/resolve it and that there was no need to call back, someone would contact me. It's been a week and a 1/2 and I haven't received a call back yet. Even though I had travel insurance, Expedia is refusing to refund the cost of my flight.
July 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for allowing us the opportunity to address *** concerns. At Expedia we take customer complaints and feedback seriously, and strive to provide our customers with a great experience from booking to stay.
We understand that *** is seeking a refund for a reservation that was cancelled by the airline due to the COVID-19 pandemic. According to our records, on February 14, 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 New York, NY, to Dubai, *** departing on June 21,2020 and returning June 26, 2020.
Upon receiving this complaint, a customer service agent contacted *** requesting a refund and advocating on *** behalf. *** has agreed that a refund is available for *** under *** policies. Accordingly, we have started processing a refund in the amount of $1994.40 to be credited to the original form of payment used for this booking.
Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Monica ***Consumer Relations
I booked a room on June 9, 2020 and decided to cancel 2 hours later because I found a better deal. However, I had four days to cancel without penalties. I called to see why my refund is taking long to return and they told me 13 days. This is bad business because when I booked the hotel before I can hit submit the money was already taken out so why 13 days to refund. *** issue a refund the next day. I will stick to your competitors for now on.
We were confirmed for a cons in Florida and booked flights. Then they canceled saying there was a double booking. No offer of alternative rental or reimbursement of flights. Do not use this service or you will be out a lot of money. June 14, 2020
I had a reservation at a hotel for a trip cancelled due to COVID-19. I cancelled my booking through Expedia. The hotel charged me, and when I contacted them about this, they said they had never been notified of my cancellation. I contacted Expedia. They have given me several conflicting excuses for not refunding me: (1) The hotel's policy is to not refund without a cancellation [the hotel's policy is irrelevant; my complaint is that Expedia erred by not communicating my cancellation]. (2) My reservation was nonrefundable [patently false; they walked this insistence back in subsequent correspondence, but the fact that they tried to use this as a reason to not refund me is indicia that they are willing to lie outright]. (3) I didn't cancel in time because I didn't seek a refund from them until June 10 when my cancellation date was April 25 [The reason I didn't contact them until after the cancellation date was that until the charge showed up on my credit card, I assumed the cancellation was routine! Throughout the month of May, I was attempting to resolve through the hotel. Furthermore, the assertion that I didn't contact them until June 10 is another outright lie; I first contacted them on May 25 and followed up weekly until I finally dug a response out of them through ***. I cancelled well before April 25 and verified the cancellation a second time when I received an email from Expedia on April 23].
Greetings,
My complaint #*** with Expedia has been resolved. However I still have serious concerns about their practice of telling outright falsehoods to customers. I had to fight very hard and engage in uncomfortable, aggressive behavior to finally get them to refund the measly sum of $60 that they owed me.
Best
I had flight reservation get canceled due to circumstances involving COVID 19 and was issued a travel credit through Expedia good for *** Airlines $1046.43 for myself and my son for another $1046.43.
I’ve tried for over a week to rebook travel and use the credit with no avail.
After many call and hours on hold both call and virtually via chat app. I would like a refund or response.
After many hours on the phone and computer I got resolution today.
Thank you
Scam! I received a credit because the airline cancelled my flight due to corona. Expedia gave no direction on how to use my credit so I called and sat on hold for an hour. They then informed me that the flight I wanted with the airline holding my credit could not be booked because they didn’t know the price. This flight is in 30 days so there is no way they didn’t know the price. I told her to look on their website because I can see the price. She then said that the credit could only be used for certain flights to the same destination. This is absurd so I asked for a refund but the flight wasn’t eligible so I asked for a manager. In the hour and a half wait for a manager I called the airline and they booked the flight I wanted with the credit in about ten minutes. When the Expedia manager finally got on all she could say is she would document my complaint. I have had nothing but issues with Expedia since conoravirus. I have spent over 25 hours on hold or on phone or chat with them about various issues. The service is vastly terrible. I am a gold member and still I am treated terribly with no resolution on ANY of the issues.
On March 26, 2020 I made a purchase through Expedia.com and I mistakenly made the purchase because I wasnt told that my brothers wedding in Nivember was canceled due to COVID. On the same day of the purchase I canceled it online and recived a confimration. I screenshot it because it seemed that their system was having issues. Noone was puckingbup the phone and everything was high volume due to COVID. I canceled so many times and I got the same message. I called in June to see my refund was taking so long and they said they didnt recieve the cancellation. I then sent all the supporting screenshots. They are still stating that I have not cancled. I keep calling and I stay on the line for hours with them telling me they'll escalate and they have not done anything its the worst customer service I have ever had.
July 29th, 2020 Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. Our records indicate the customer, or an authorized user of the
Expedia account, self-booked a flight reservation for three passengers on
Expedia's website, under itinerary ***, on the date of March 26th,
2020. This consisted of three round-trip tickets booked with *** Airlines from New York, NY to Mexico City, Distrito on November 22nd,
2020, with a return date of December 1st 2020. We understand Ms. is requesting
a full refund for her purchased tickets, as she claims to have cancelled the
flight reservation within the airlines 24hr void window.Our records also indicate that on June 5th, 2020, *** first contacted our customer care department seeking to obtain a refund for her
flight. After receiving this request, a customer care agent researched and
reviewed *** request. The assisting agent advised *** per Expedia and
the airline system, this reservation was cancelled online on April 1st,
2020, and per the airlines policy of this being a non-refundable ticket, that Ms.
*** will have a future flight credit with *** Airline. We understand that *** had difficulties contacting us through
our customer service line. We apologize
for this. Given the unprecedented
numbers of customers calling our customer service line due to the COVID-19
crisis, there have been long wait times and many customers have experienced
significant difficulties in getting through to our customer service
agents. Our agents are working as fast
as they can to manage all requests and we have been redeploying team members
from other parts of the business to assist and expand our ability to handle the
volume of calls we are receiving. Nonetheless, we acknowledge the experience has been less than ideal and
understand the impact this has had on our travelers.[CH(1] 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. *** Airline is the operating carrier and merchant of
record (the entities that received the funds and the companies that charged the
credit card) on this itinerary. We hope you understand
we must adhere to the policies dictated by the airline. At
the time of booking, Ms. agreed to the following Expedia Terms of Use: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 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.The carriers, hotels and other suppliers providing travel or
other services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Partners. The Expedia
Companies and the Expedia Partners are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Partners have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Expedia may offer you the opportunity to
book a reservation for a combination of two one—way tickets instead of a
round-trip ticket. Combined one-way tickets may provide a greater choice of
flights, are often cheaper and can be combined on the same airline or on
different airlines. Unlike round-trip tickets, each one-way ticket is subject to
its own rules, restrictions, and fees. If one of these flights is affected by
an airline change (e.g. cancellation or rescheduling) that causes a Customer to
make changes to the other flight, the Customer will be responsible for any fees
incurred for making changes to the unaffected flight. While
we regret Ms.’s experience
was not as we would have hoped, based on the information provided above, we are
unable to provide a refund on this matter. We thank
you for allowing us 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 [CH(1]4.b.
IF there were no communications because the customer couldn’t get through to us
use this language.
I made a complaint a while back but was mistaken on the fact that I booked only my airfare through expedia and not my hotel portion. The response I got from you guys from my last complaint reminded me that we got a better deal on a hotel than expedia could offer. But they did not respond to the fact that they still have my airfare and baggage money. So here is the story again. Me and my friend and our girlfriends booked a flight to vegas back in September 2019 for may 2020 for EDC festival. We used expedia to do so. My friend did all the work then I paid him for booking it in his name. Then covid-19 happened and it got canceled only problem is expedia wouldnt take any calls and the airline wouldnt up until 72 hours prior. So I messaged yous to get help unfortunately you closed my case on the 13th of may before my friend could talk to the airlines or expedia. Well he finally got expedia to refund him but only they only gave him a credit for future travel plans. And to make matters worse they put the credit in everyone's names instead of just all under his name kn his account. It doesnt make sense to apply a credit for a *** under a *** or *** account. They should just give him all the credit on his account so atleast he can give me the cash difference and keep the credit for himself if anything. That was not the desired solution. I dont not wish to take a vacation anytime soon. In fact I need my money very badly and Expedia think people are gonna want to travel during a recession.. another issue is the *** airlines did not refund the mo ey for the baggage claim as well which was 60 a person. That's 240 that they are just pocketing. After they just got a 58 billion bailout that last thing they should be doing is pocketing peoples money. I have images to upload or share of me and my girlfriends information on how much they owe me. Its 420 per person for the airlines tickets and 120 in baggage fees I want that. That's 960 dollars of mine they are holding against my will. I dont not want a credit, that doesnt include my luggage fees, let alone a credit I cannot use for food and Bill's to stay afloat during this pandemic. The itinerary was
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** regarding flight reservation.Our records reflect Itinerary *** . We understand Mr. is requesting refund of his flight portion.Our records indicate that on September 29, 2019, Mr., or an authorized user of the Expedia account, self-booked a round trip flight and hotel reservation for four travelers, under itinerary ***. Travel was aboard *** Airlines, departing on May 12, 2020, Philadelphia, PA, USA,to Las Vegas, NV, *** States, returning on May 19, 2020. We understand Mr. would like a refund, because the flights were cancelled.On October 10,2019 *** Airlines initiated an airline schedule change and flight was cancelled, and Mr. contacted Expedia via phone and agreed with cancellation. Expedia advised customer of policies in which was a credit for future date. Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the merchant that collected the funds. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider. Due to the Coronavirus outbreak, airlines are constantly updating their policies.On May 5,2020 Mr. contacted Expedia via phone to request a refund for his baggage fees and we advised that he would need to request for the refund directly with *** Airlines.On May 15,2020 Refund was processed for flight reservation for all four passengers, the time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and her credit card company to process refunds. Because the refund is coming directly from the merchants, *** Airlines, it can take up to 8 – 12 weeks.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: So as it stands now *** has been credited the money on his Expedia account under all four of our names separately. By the way the last message was worded it looks like you are actually trying to give us a full refund to the card holders account. So does that mean when the refund hits her account that the Expedia credit will disappear? Which we are all fine with because we would rather have the cash back instead of a credit. But if I'm wrong then that means the credit issued to *** account was the refund you mentioned and that just will not due. With the credits under all four names its hard to work out a solution. If the credit was just under *** name only he could simply just give us the cash of the difference. But with it under our names it kinda makes us locked in and the only people that can use the credits. So I will definitely need you to clear us the confusion because *** said the Expedia credit only took about 3 weeks which is substantially different from the 8 to 12 week timeline you stated. *** is under the impression that the credit was the refund issued and by the way the message went I think you're going to put the money into the account than remove the credit once that clears. If *** was correct and the credit was the refund is their a way you can just transfer it all into his name? I'm willing to do what I have to get the resolution I desire. If you guys help I will definitely choose you guys in the future.
Sincerely
August 5,2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number *** .We regret to hear Mr. *** did not accept our response and/or resolution offered.
We have reviewed the documentation information Mr. *** provided to further address his concerns.We apologize if the information provided was confusing. The refund of the flights was processed Through the airlines website. All four passengers tickets will be refunded back to the original Form of payment that was used. Per our records its shows that the credit card on file that was used Was under *** ending in *** XXXX-*** for the full amount of 1,683.20.Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
I recently booked and stayed at the *** hotel in Denver Colorado. I was looking for luxury hotels around & From reading good reviews and viewing pictures I decided to proceed with staying here. The morning of June 6th 2020 we had been traveling all morning and arrived earlier then expected.. we got to the hotel around 11am. We decided to see if the hotel would allow us to check in a little earlier then normal sense we were wore out from traveling. I didn’t think this would be too big of an issue since I’m familiar with staying at *** hotels, and I am a Silver Elite member in which I usually have no issues checking in earlier then the check in time. We were greeted by the Manager Dani, which had my reservation pulled up and mentioned that I was early and that it wasn’t even check out time yet. She then goes on by informing us if we wanted to check in now I would have to pay a day and a half fee. I then mention to her I have a *** account with *** and wanted to see if we would be allowed to check in earlier with my status. She goes in an office to check if that would be possible, she then comes out and tells us that option is not possible we would still have to pay. I was not willing to pay these extra fees.. so we leave the hotel and drive around until it was around the hotels “allowed” check in time. We get a call around 2pm from Dani stating that the hotel had an available room for us to check into so we headed over back to the hotel. As we’re checkin Dani is explaining to us the hotel amenities, parking etc.. she then explains the pricing of parking and breakfast, I then explain to her I had already paid to have that included in our stay. She seemed to not be aware of that.. she then says “let me check because I don’t see that”, she then asked to see my confirmation email in which I show her and she begins to write something down, then grabs us a parking pass and breakfast passes... we proceed with unloading our bags on to the baggage carousel, the valet attendant then says “make sure to bring it back down”. I thought this was weird because usually at a luxury hotel the bellman takes my bags to my room.. I’m not sure if this service wasn’t offered because of the Covid-19. We then get off the elevator to the 7th floor immediately stepping off the elevator there was a strong unpleasant smell in the air. We then go into our suite and realize the carpet is coming up further walking into our suite there was a whole in the wall and further carpet issues, I then walk into the bathroom and I was highly disappointed in what I had seen due to it not being accurate with the advertised pictures. One of the light bulbs were out in the bathroom as well. I was really disappointed in the suite I received and did not feel like I got my money’s worth. I wanted to leave after experiencing all this but being so tired from traveling I didn’t bother trying to find another hotel to stay in. I then return downstairs to return the baggage carousel and to park the car. I was then instructed on where to park the car, this was also annoying due to the fact that I had paid for valet service and didn’t receive that. At this point I’m annoyed with the whole hotel process, I go up stairs to nap. The date of June 8th 2020 I wake up to see that the fridge in the suite had been Leaking water and got all over the floor we cleaned it up I then go down to breakfast, I had ordered a mimosa with a have it your way entree. The breakfast wasn’t as warm as I expected it but it wasn’t too bad. As I am eating my food and finishing my eggs I had found a hair in my eggs I immediately stop eating and show the waitress.. she offered to get me a new side of eggs but I didn’t feel comfortable eating anymore especially with this coronavirus going around. I proceed to grab my luggage and checkout of the hotel. I explain to Dani everything that happened during our stay and that I wasn’t pleased staying with them. She apologized and offered to add points to my *** account due to the “minor issues I experienced”. I truly don’t believe this was enough & these were not minor issues in my opinion. Dani didn’t show much hospitality or sense of urgency with dealing with my situation. I called Expedia June 13 2022 due to the fact I booked through you guys to see if you could step in and resolve the issue. This just became an even bigger issue. I was given the run around with who to speak with about 45mins just to speak to the correct team. I am a Gold Member with Expedia and expect to have “better” service in which I felt like it was worse. I spoke with 5 different people, 3 of these people happen to just hang up on me while on hold, they even asked for a call back number and I was not contacted. I’m not sure if this is what your company practices but that is not okay when I am a loyal frequent paying customer! I finally get an answer from Brandon, I then explain my whole story over for the sixth time. And puts me on hold. He then comes to the conclusion to only offer me a $75 voucher which isn’t enough for what I experienced at the hotel or the service I received today. There has to be something you guys can do or offer to keep me as a happy customer I’ve never had a bad complaint towards Expedia until this situation.
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 with ***, A *** Hotel was created on June 4th, 2020 for check-in on June 6th, 2020 and check out on June 8th, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 9:00 AM local hotel time, Friday, June 5, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. On June 13, 2020 the customer reached out to customer care to request a refund due to the accommodation not meeting their expectations. At this time, customer care contacted the property who advised that they had given the customer 5,000 *** points as compensation. As they had already compensated the customer they were unwilling to offer further compensation. In addition to the *** points given by the property customer care issued a 75.00 coupon. Conclusion/Resolution:We do advertise all properties in good faith and we are sorry to hear that in this case, the property didn't meet the customer's expectations. While we empathize with the customer's negative experience, we are unable to offer additional compensation beyond what has already been provided since the hotel billed in full for the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Hotels.com Team
On January 6 of 2020, I purchased a vacation bundle from Expedia which included round trip flight, hotel, and vacation waiver. I was emailed the attached receipt on 1/6/2020 showing a total of $7554.56, a subtotal of $6487.02, and taxes and fees of $1067.54. The receipt does not itemize the cost of each line item included in the bundle. When I purchased this bundle, I spoke to an agent and specifically asked if I would get a full refund if I cancel the vacation bundle for any reason and I was told by the agent that I would receive the entire cost of the vacation bundle. I called Expedia on 6/3/2020 to cancel my trip due to covid-19 travel restrictions at the destination (i.e., Hawaii). After hours of talking to different agents, I received a refund of $7179.56 and was told that $375 would not be refunded because that was the cost of the vacation waiver. However, the receipt does not have the cost of the vacation waiver nor does it have the cost of each item in the package. The cost of the vacation waiver was not disclosed to me at the time of purchase nor was it disclosed on the receipt, this is a complete lack of transparency on the part of Expedia and non-disclosure of the cost of what is being purchased by the customer.
.7/30/20Revdex.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 Mrs. *** regarding a Travel package to Kahului, HI . Upon receiving this complaint, a customer service agent contacted Expedia requesting a refund and advocating on Mrs. *** behalf. Expedia has agreed that a refund is available for Mrs. ***-***. Accordingly, we have started processing a refund in the amount of 375.00 to be credited to the original form of payment used for this booking. Due to the abundance of requests being processed, the refunds may be delayed. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds, but it may take up to two full billing cycles. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette ***Corporate Correspondence Team
I booked through Expedia a flight on ***. On */26/2020, I received an email from Expedia stating the airlines cancelled my flight. I called to request a refund. To date, I've called back several times to get my refund however Expedia has dropped my call each time. The 3 times they called back, 2 of the 3 I couldn't hear anyone on the last call so they hung up. On the last dropped call scenerio, the agent said she was going to connect me with a tier 2 agent and then the call was dropped. She has not called back despite my request to do so if the call was dropped. I have a record of my call log that started at 10 am this morning and currently at 2:36 pm I am yet to see this call through to completion to get it resolved. I've written the tier 2 support and have not received any response. I am seeking for a refund for the total amount I paid for the flight. Given that Expedia gives no other method except phone by which to garner a refund I have no choice but to report them to the Revdex.com to see how I can get my refund issued.
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Miss ***
***. (Revdex.com case number ***) regarding her flight reservation. We
understand the customer is requesting a refund from ***.Our records indicate that on February *, 2020, the
customer, or an authorized user of the Expedia account, self-booked a Flight
for two passengers on Expedia's website, under itinerary ***. The
booking included a one-way flight with *** from Florence, Italy, to Paris, France,
departing on June 22, 2020.Upon review, on May 26, 2020, the customer’s flight
was canceled by the air line. Upon further review, on June 13, 2020, our records
indicate The customer accepted and confirmed the cancellation via email . The
customer then reached out to our customer service line and spoke to one of our representatives . Who informed Her that their tickets
where non-refundable and Miss. *** would receive a future flight credit .On June 14, 2020, Miss. contacted Expedia via
email in response to the email she received
about the future flight credit. Miss *** Sent a screen shot via email showing
that *** does provide refunds for flights canceled due to the Corona
virus. On July 28, 2020 we further researched and found that
Miss ***’s flights are currently being processed for a refund directly by *** and it could take up to 6-7 Weeks Before Miss *** see’s the refund in
her account .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, Perrie ***Corporate Correspondence Team
We booked a bundle trip through Expedia dates from May 23- June 6th 2020.However, due to COVID 19 we are not able to travel. Airlines did not charge us but the hotel did and now Expedia told us that we are not getting a refund for the hotel.
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for $307.25 for the hotel reservation.
Our records indicate on March 15, 2020, Mr. *** or an authorized user of the Expedia
account, self-booked two round trip flights on *** Airlines departing May 23,
2020 from Seattle, WA,USA to Krabi, Thailand and returning on June 5, 2020,
along with a seven night stay at *** via ***.
We can confirm on March 18,
2020 and on March 31, 2020, Expedia emailed the customer
advising reservation has not been ticketed and without confirmation from the
airline, we are unable to ticket this reservation.
On April 23, 2020, the customer emailed Expedia advising they have tried
contacting Expedia numerous times and would like to cancel the hotel
reservation.
From April
26, 2020 through June 14, 2020, there were numerous emails between the customer and Expedia regarding
the requested refund for the hotel reservation. On June 13, 2020 Expedia emailed the customer and advised the hotel
denied the refund request for the non-refundable hotel reservation
After
further review on July
30, 2020, Expedia was able to verify the reservation was canceled on April 23,
2020 as requested by the customer in an email Expedia received. Expedia
confirms the hotel policy was non-refundable and stated should the reservation be
changed or cancelled it is non-refundable.
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
We purchased the two *** round trip tickets from Expedia.com for Bangkok-Paris, 4/12/2020-4/26/2020
Expedia Itinerary No. *** Confirmation Code: ***.
On 3/22/2020, we received an email from *** confirming the flight *** was cancelled. Our entire trip was made impossible because of the airline cancellation. Due to ***’s refund policy, we are entitled to a full refund because the flight was cancelled by the airline. We called *** requesting the refund, and were informed to contact Expedia.
Then, we made a request to Expedia for a full refund, but Expedia forced us to take an airline credit instead. Expedia/*** has never given us the option of a refund for the ticket.
We have gone back and forth with support staff at Expedia and at *** for months to no avail. We cannot use an airline credit, because who can say when the COVID-19 disaster will pass and travel will be safe again, and whether the airline will still be in operation at that time
July 30, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand Ms. would like a refund
for $3804.34 for flight reservation.
Our records indicate on December 18, 2019, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights on *** departing April 12, 2020 from Bangkok, Thailand to Paris, Italy and returning on April 25, 2020, via ***.
We can confirm on March 26, the customer cancelled the flight reservation with
the online electronic web cancellation form.
On June 19, 2020, *** processed a refund
for $1902.17 for each ticket, to *** card ending ***.
After further review on July 30, 2020, Expedia
was able to verify the reservation was canceled. A refund of $1902.17 for each ticket is showing it was
processed by *** on June 19, 2020 to
the *** card ending ***. Since *** processed the charge, they’ll determine the refund timeline. If you have
questions, we’d recommend contacting them directly.
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 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.
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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com