I booked a travel package through expedia (hotel and airfare) for March 2020 trip, then due to the pandemic, I had to cancel the plans. I was able to cancel the airline very quickly and received a refund. The hotel portion was not refunded. I called expedia for weeks on end trying to get my refund for the hotel portion. Finally on April 30th 2020, I was able to get an email from Expedia confirming that the hotel portion will be refunded within 30 days. After waiting till today, Jun 13th 2020, and after confirming with my bank that the hotel portion has not been refunded, I called Expedia, to my utter and complete disappointment, Expedia said that while they approved my hotel portion refund on April 30th AFTER speaking with the hotel (again I have an email from expedia confirming the amount of the refund), now Expedia saying the hotel "canceled" the refund on May 15th and now they are offering a voucher!!! I have never been offered a voucher and it will simply be useless as we are not flying anywhere anytime soon and keeping our money locked up in a voucher is not fair. I simply want Expedia to honor what they said they will do in their email to me).
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 Mr. *** (Revdex.com case number ***) would like a refund. We understand Mr. would like a refund for $882.90 for
the hotel reservation.
Our records
indicate on January 31, 2020, Mr.
*** or an authorized user of the Expedia account, self-booked six round
trip flight on United Airlines departing March 29, 2020 from Los
Angeles, CA to Hilo,
HI and returning on April 4, 2020, along
with a six night stay at *** via ***.
We can confirm on April 21, 2020, the customer called in to request
a refund for the hotel reservation. The
customer mentioned that he called United to cancel the flight reservation and
has already been refunded. He mentioned
he called the hotel and they advised they do not have the money that Expedia
has it. Our representative called the
hotel for a waiver. The hotel asked that
Expedia email them the request.
On June 13, 2020, the customer called in and asked about
the refund status. The
customer advised that he received an email that the hotel was cancelled and
refunded in full. Our representative reviewed the account billing history, it
shows that the refund was cancelled. Our
representative tried calling the hotel but the call went to voice mail. Our
representative advised the customer of the message and the customer was not
okay with it and expressed that he wanted his refund.
After further review on July 30, 2020, Expedia was able to verify that
we received a chargeback for the cost of the hotel on April 30, 2020. The customer will need to contact his
financial institution regarding receiving funds for the hotel reservation based
on Expedia receiving the chargeback.
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 pur*** of
travel-related goods and services that you select. Please read these additional
terms and conditions carefully. If you have pur***d 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 pur*** 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 pur*** has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashionOur
Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
Based
on the above Expedia is not able to honor the request for refund. Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 30, 2020
Complaint: ***
I am rejecting this response because:
I have called my financial institution (***) today on 7/30/2020 to confirm if the hotel was refunded ($882.90). *** has confirmed for 3rd time that after thorough review that no such refund has been made to my account. This remains unresolved. *** is not able to do anything else for me. I have attached my credit card statement bracketing the date the charge back was made according to Expedia. As you can see there were no refunds during that period? pls let me know if additional statements are required.
Sincerely
Expedia.com Response
• Aug 14, 2020
August 14, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We understand Mr. would like a
refund for $882.90 for the hotel reservation.
Expedia contacted ***
and they authorized refunding the customer. Expedia processed the refund for $882.90 to the *** card ending
***. The refund should appear ith the
next 30 days. Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 18, 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.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have booked a hotel reservation for on December 31st 2019 Argentina to travel in March due to COVID got changed to July and now confirmed cancelled by the hotel (since the country is shut down) in writing and with no charges to us by email and and to expedia help desk. Hotel says expedia needs to refund us the money because they are the ones that collected it and expedia is not giving us the refund for itinerary *** amount charged to our chase card $767.63 + points used for $ 96.15
Customer Response
• Jun 15, 2020
Good morning
I just finally spent 3 hours on chat with expedia and got them to refund the account.
So please withdraw my complaint since it was resolved.
Thanks
Their customer service is awful. They absolutely will not give a refund, or even provide a form to use. I waited on hold for an hour to be hung up on; then I tried to use the chat and again spent an hour with "Christian" who did absolutely nothing for me.
Airways cancelled my flight NY -LON. I have called Expedia ten times, each time the person says she is dealing with the issue. Then silence for ten minutes then the phone call terminates. I will never again buy a ticket or book anything via Expedia. I used them for years. What a terrible company.
If I could give negative stars, I would. I booked a flight with Expedia back in February (before covid-19) and when covid hit had to reschedule. *** airlines was offering free rescheduling because of the virus so I called them and everything was settled quite easy... So I thought
Then Expedia contacted me saying I was receiving a refund and there was no need to call. Of course I called as I wanted my tickets, not a refund. Expedia then told me that delta had taken the matter out of their hands and so I didn't need to worry about anything. I was never refunded the money so I didn't worry.
Time comes for my trip, airlines are getting busier, everything is open again and no negative word from Expedia or ***. I go to check into my flight and it cannot be found. *** told me Expedia cancelled it and sorry, but there was nothing they could get me on before Saturday (two days AFTER my flight was supposed to be). I looked on Expedias website and found three different flights from delta to my destination the day they said they had nothing. Upon calling Expedia they promptly threw the blame on ***. I explained I had purchased the insurance waiver from Expedia and they basically told me that was useless.... Then they proceeded to put me on hold while they "investigated" into the matter.
Someone was lying, I didn't care who, I just wanted my flight. I was trying very hard to be polite, knowing that they deal with people yelling all day; but I started to get the drift that the person on the phone could not only not help me but was putting me on hold to try and get me to hang up. Asked for a manager hoping they could make a decision and get me on my way, instead I just got another call girl (and I'm quite sure this call center was NOT in the US), and it was quite obvious they were just putting me on hold to get me to hang up.... But I needed my flight, so I stayed on...I was on the phone for over 5 hours when I finally got the "top supervisor",who I suspect was just a janitor as he didn't really do anything but repeat what the women had said that it was ***'s fault. At this point I had been on hold for SEVEN HOURS and hung up on several times, so I whigged out a little and said that he better out me on a plane tomorrow, and so he hung up... After wasting SEVEN hours of my life and going from trying to be calm and understanding to the verge of a nervous breakdown.
If Expedia was going to treat me like dirt then why didn't they just do it and not waste SEVEN HOURS of my life and injure what was left of my mental health?? Never had a problem before, guess they changed.
My flight on *** was booked through Expedia and the flight was canceled by *** and EXPEDIA REFUSES TO REFUND THE MONEY even though the flight no longer exists.
Expedia.com Response
• Jul 29, 2020
July 29th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation.Our records indicate the customer, or
an authorized user of the Expedia account, self-booked a flight reservation for
two passengers on Expedia's website, under itinerary ***. The booking
included one-way tickets aboard *** from Porto, Portugal to New York,
NY, with a connection in Lisbon, Portugal on August 11th, 2020. On June 4th, 2020 ***
cancelled Mrs. flight, and per their terms and conditions issued a future
travel credit for the original ticket value.Our records also indicate that on June 11th, 2020,
Mrs. contacted our customer care department seeking to obtain a refund
for her booking. After receiving this
request, a customer care agent contacted *** to request a refund on Mrs.
*** behalf, on June 16th and July 6th, 2020. We
have yet to receive a response from the airline. 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 merchants 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 airlines. At
the time of booking, Mrs. 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 Mrs. experience was not as we would have hoped, based on the information
provided above, we are unable to provide a refund on this matter. Mrs. Padover
will only have a future travel credit with the ***, unless the airline
approves to refund. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Gina B.Corporate Correspondence Team
In March I decided to book a vacation through Expedia but then decided to cancel due to COVID-19 but I could not get a hold of any customer service on their end in order to do so. Later towards April they told me that they were going to cancel and partially refund me because the hotel decided to shut down due to COVID-19. I was promised a refund of $612.24 and was told to wait 30 days. It has been 49 days since they told me that and I still have not received the refund. I have been on the phone with them countless of times and they dance around the situation saying refunds are delayed or they don't have the power to issue me my refund. Overall terrible business practices are happening over at Expedia.
Expedia.com Response
• Jul 12, 2020
July 12, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr.
*** is requesting a full of $612.24 from his hotel cancellation, due to the COVID-19.
Our records indicate that on March 12, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines (validating carrier) from Los Angeles, CA to Honolulu,
HI on March 26, 2020 and returning on March 31, 2020.
We verified that the refund was processed on March 24, 2020, for the amount of $612.24. The refund was cancelled due to the covered reasons below:
•The customer already received a refund from their bank by dispute.
•The customer may be getting a coupon, supplier credit, or reward points back instead.
If Mr. Le has received this in error he needs to provide a 90 day bank statement that shows that he did not receive a refund from his financial institution for
further review.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Expedia Itinerary #: ***
Expedia Escalated Case #: ***
*** Hotel Booking #: ***
Date: 12 June 2020
Hi,
As someone who has always recommended Expedia to friends and family, the way Expedia appear to be treating customers is severely disappointing [1].
Long story short, I booked a *** hotel for my honeymoon through Expedia. The hotel booking was for the 22nd March in Fiji. On the 19th March, the Fijiian government effectively closed the borders by enforcing a mandatory quarantine for all visitors [2], and Fiji Airways grounded all flights [3]. As such, we had to cancel our hotel booking with Expedia, but at the time were assured that we would be entitled to a refund.
Fast forward nearly three months, I have not received a refund, despite contacting Expedia on more than 15 different occasions. I've been assured my case has been "escalated", and told "I should have received a refund" by the customer service team, yet nothing has been done. Moreover, on the Expedia website, they state the following [5]:
"For customers who booked and paid for a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and May 31, 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. If you decide to cancel, you will be eligible for a refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, however you must cancel your booking a least 24-hours before check-in to be eligible for this offer."
My booking falls precisely within that definition. In addition, *** hotel has a policy stating this on their website [6]:
"For reservations made prior to March 12, 2020 – when our new, more flexible reservation policy went into effect: You may now change or cancel any future reservation, without penalty, as long as you do so at least 24 hours before your scheduled arrival date, but not later than August 31, 2020. This includes reservations described as “non-cancellable” or Advance Purchase.
If you cancel a rate which required an advance payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you are a *** Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our more than 6,100 properties worldwide. Stays must be completed by August 31, 2021. In lieu of a refund, guests at select hotels may choose to receive a hotel voucher redeemable toward a future stay at that hotel. Changes are subject to availability and rate differences."
Every time I contact Expedia, I am told different things by different agents. I have called *** hotels directly, multiple times to confirm that I am entitled to a refund. *** hotels has told me that Expedia should be giving me a refund, however, Expedia are acting dishonestly by holding on to my money. This has to be dealt with -- Expedia are thieves.
Many thanks,
*** Lind
[1]
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on January 8th, 2020 via Expedia website for arrival on March 22nd, 2020 and departure on March 29th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $1,109.71 USD. This refund has already been processed.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Itin: ***
We had purchased a package for a March 2020 spring break trip to NYC. The package included airfare, hotel, airport transfer and trip cancellation coverage. Due to COVID-19 we had cancelled the trip and received a refund for the hotel and airport transfer.
We received a travel credit for our airfare on *** Airlines. The credit was for $546.40 per passenger and we had 3 travelers. The coverage we purchased covered the airline change fee of $200 per traveler.
The credit could only be used on *** airlines for the same travelers, departing out of the US and the credit had to be used within 1 year. Any additional difference in fares had to be paid by us. Those were the only stipulations in using the credit provided in writing via and email from Expedia.
When we went to use the credits the first Expedia representative lied to me and said that we had to travel to the same destination. It took many calls over two days to get airfare booked. However, an Expedia rep booked us without our approval into the wrong class of service we wanted to be in for our trip. That rep did not issue the tickets. When we spoke with a supervisor we were lied to again saying the new tickets had to be issued in the original class of service. That is not specified in the documentation provided by Expedia to us. This is organization is extremely dishonest.
Expedia.com Response
• Jul 31, 2020
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting to change his flight with *** to first class without any additional charges. Our records indicate that on February 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included a multiple destination fare with *** from Peoria, IL to Seattle, WA departing on August 22, 2020, and returning from Portland, OR to Peoria, IL on August 30, 2020; a nonrefundable Executive Double Room, City View, Non-Smoking at *** Hotel New York, NY, for March 21-March 28, 2020; a Private Standard Car with Carmel Car & Limousine Service; a Travel Protection Vacation Waiver.Upon review, on March 11, 2020, the customer called to cancel the hotel reservation due to the covid19 outbreak in New York and was fully refunded.On June 5, 2020, the customer contacted Expedia to use the flight credit for his special vacation air fare. Expedia was reviewing the fare rules when the call dropped. Expedia called the customer back twice but did not reach him.On June 5, 2020, the customer called back. Our agent advised the fare difference would be $134.25. The customer decided to leave the reservation as is.On June 6, 2020, the customer contacted Expedia via Twitter to exchange the flights.On June 6, 2020, Mr. contacted Expedia stating there was an error in the exchange of his ticket. The customer states his new ticket should have been in a first class, but instead it was reissued in economy class.Please be advised that Mr. refused on multiple occasions to pay the fare difference for the exchange. Therefore, Expedia changed the tickets to the next available lowest fare for no extra cost.While we regret Mr. experience was not as we would have hoped, based on the information provided above, we are unable to upgrade his flight tickets to first class.Please know that we’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor P Corporate Correspondence Team.
Expedia.com Response
• Jul 31, 2020
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting to change his flight with *** to first class without any additional charges. Our records indicate that on February 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included a multiple destination fare with *** from Peoria, IL to Seattle, WA departing on August 22, 2020, and returning from Portland, OR to Peoria, IL on August 30, 2020; a nonrefundable Executive Double Room, City View, Non-Smoking at *** Hotel New York, NY, for March 21-March 28, 2020; a Private Standard Car with ***; a Travel Protection Vacation Waiver.Upon review, on March 11, 2020, the customer called to cancel the hotel reservation due to the covid19 outbreak in New York and was fully refunded.On June 5, 2020, the customer contacted Expedia to use the flight credit for his special vacation air fare. Expedia was reviewing the fare rules when the call dropped. Expedia called the customer back twice but did not reach him.On June 5, 2020, the customer called back. Our agent advised the fare difference would be $134.25. The customer decided to leave the reservation as is.On June 6, 2020, the customer contacted Expedia via *** to exchange the flights.On June 6, 2020, Mr. contacted Expedia stating there was an error in the exchange of his ticket. The customer states his new ticket should have been in a first class, but instead it was reissued in economy class.Please be advised that Mr. refused on multiple occasions to pay the fare difference for the exchange. Therefore, Expedia changed the tickets to the next available lowest fare for no extra cost.While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to upgrade his flight tickets to first class.Please know that we’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor P Corporate Correspondence Team.
I was notified that *** cancelled our flight on April 12, 2020 by Expedia. The email stated that they had already given us airline credit for the flight and did not give us the option for a monetary refund. Due to restrictions imposed by Expedia, they would not allow me to speak with a customer representative because our flight was not within 10 days. I tried calling *** and I was told that all communication needed to go through Expedia and that they were unable to help me. I was finally able to get in touch with Expedia about 1 month ago. They sent a message to *** stating that I was requesting a refund and told me to check back in 2 days. In two days, I checked back and Expedia had still not received a response from ***. I stated that I know I have a right to a monetary refund as my flight is under the jurisdiction of the US DOT and was told that unless ***'s policy states that I am able to get a refund, Expedia can not refund me. Expedia also stated that they "do not deal with DOT complaints". I was told to contact Expedia in 72 hours regarding my refund status. I checked back in 72 hours and they still did not hear anything from ***. I was told to check back in 1 week. I checked back in 1 week with Expedia and was told there was nothing from *** yet and they would send another request to *** regarding a refund request. I was told to check back in yet another week. At this point, I again contacted *** directly and explained that Expedia has been having difficulty getting in touch with *** regarding my refund. I was told to keep waiting and there was nothing *** could do. I have yet again checked with Expedia again just today- I was told that ***'s refund policy does not cover the dates of my travel (even though my flight was cancelled by *** months ago now) and that Expedia has to send yet another request to *** to see if they will offer me a refund. They said that if *** won't provide a refund there is nothing they can do. I have been patient and understanding throughout this ordeal but despite my best efforts, I have been getting the run around with absolutely no communication from either party other than when I directly reach out. At this point I have been trying to request a monetary refund for over 1 month. I have spent hours talking with Expedia and being on hold with ***. I haven't been able to even request a monetary refund yet despite efforts of what I would consider as going above and beyond. I feel that given that my origin flight starts in New York and my return flight home ends in Boston and my flight was cancelled by ***, this should be a black and white issue and I am entitled to a monetary refund.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on December 19, 2019, Ms. self-booked a flight reservation on our website. We understand from Ms.’s complaint that the airline canceled her flight on April 2020. Ms. is requesting a full refund for the airline tickets she has purchased.
Upon researching the customer’s complaint, we have been informed that on July 16, 2020, Ms. was emailed by Expedia and informed that the airline had authorized a refund for the tickets. Generally this type of refund can take up to 8 weeks depending on the customers financial institution to appear on the customers account.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. The tickets were submitted for refund and the issue has been resolved to Ms.’s desired outcome.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Jul 28, 2020
Complaint: ***
I am rejecting this response because: while I did eventually get my refund after weeks and weeks of contacting Expedia, according to the letter I received from ***, Expedia did not need to get any sort of permission from the airline and should have instantly granted my refund when requested. Per ***, this information is readily available to travel agents on ***’s website (they provided me the link as proof) and Expedia should have refunded me over two months ago when I first requested the monetary refund. Instead, it took me many chats and phone calls with Expedia taking up hours upon hours of my time. The response from Expedia is inadequate as it makes it seem like I was impatient waiting for my refund to process when in reality I was refused a refund for over two months by Expedia. Once they actually agreed to refund, I got my money back into my account within days. While this solves my issue, I am concerned for those that aren’t as persistent as I am as without significant persistence, it is likely Expedia will not give them the refund that they are entitled to. It is clear Expedia is not willing to be accountable for their obviously shady business practices.
We bought from Expedia two vacation packages: On February 11, 2020 itinerary number ***, and on February 16 itinerary number ***. We were supposed to flight on 6/11/2020 but Coronavirus hit the world. These flights were canceled by the airline. The company offers only vouchers that are only valid until 2/11/2021. Our vacation schedule only allows us to flight on June and July. We are vulnerable patients to Covid19, and we cannot schedule a flight when there are no warranties that there will be a cure for the pandemic soon. Therefore, the only possible solution for us right now is to get our money back.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on February 12, 2020, Mr. self-booked a flight reservation. The flight was booked via itinerary number ***, with a trip start date of June 11, and returning July 3, 2020. We understand from the complaint that Mr. called Expedia and was told the airline will only provide flight credit. Mr. was ok with the information provided by the airline. Mr. is now requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. At this time Mr. still has a flight credit for each of the tickets purchased. We remind Mr. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• Jul 31, 2020
Complaint: ***
I am rejecting this response because:
We do not accept the business response. We, again, spoke to Expedia on 7/31/2020 and they told us they will not refund the money. We do not accept this solution. We are vulnerable people and we cannot travel in times of Covid19. We need our money back.
We booked a flight via expedia scheduled for May 22,2020 But because flights during that date have been cancelled We’ve been trying to contact expedia to get our refund but all they can tell us is they can give us credit and must be used by february 2021.Thats not enough time for us to plan another trip considering we have to match all our schedules.It would be more reasonable if they can prolong the expiration for 2 years since covid 19 is still around and traveling is not very safe at this point.they also charged us the service/insurance fee for expedia even though we didn’t get any service.it very frustrating dealing with this company and hopefully they don’t get another victim.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on February 6, 2020, Mr. self-booked a flight reservation. The flight was booked via itinerary number ***, with a trip start date of May 22, and returning June 17, 2020. We understand from the complaint that Mr. called Expedia and was told the airline will only provide flight credit. Mr. is requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. Although the insurance was added it does not cover a refund. Mr. may check the Terms and Condition’s directly with the insurance company regarding the covered reasons.
At this time Mr. still has a flight credit for each of the two tickets he purchased. We remind Mr. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
My flight reservations that were booked through Expedia were cancelled due to Covid. I was issued credit from both *** and *** Airlines. I called Expedia on June 7th to redeem those flight credits. Expedia requires that you call to use credits. I sat on hold for 4.5 hours and an agent set me up with two different trips. One in September with *** Airline Credit and one in December with the *** Airline Credit. I was told no cost to me since my flights cost less than the amount refunded but that I would forgeit the remaining amount. I agreed. On 6/9 I received emails from *** that said my flight was cancelled. I called *** and they said Expedia did not complete the transaction and they can only hold the seats for 48 hours. I called Expedia on 6/9 and sat on hold for 3.5 hours. An agent and supervisor apologized for them not completing the transaction. They rebooked me but said that since the time I called on 6/7 the flights increased and I would have to pay the balance of $20. So I had credit to cover the entire cost on 6/7 but because Expedia didnt complete the transaction I was being asked to pay the difference (Miguel and I, passengers, received $173.40 from *** and the new booking was $156) these amount are not adding up and I am being extortioned for money. I agree however to pay the $20. I was told my trips were booked. June 11th received emails again from the airlines saying my flights have been cancelled because Expedia finish booking my flights. I called expedia but cannot sit on hold for hours on end so I posted a message to their facebook page to which they responded "contact us vis PM to rectify" I PM'd them at 8am on June 11th after 6 hours of not hearing back I PMd again and have been told by three agents to hold they are checking my account. Today, I have just had about enough of the run around. Expedia is not honoring the flight credits as promised. In addition, they are asking for more money and not providing a reason for the charges. Their customer service is lacking.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on March 1, 2020, Ms. self-booked a flight reservation. We understand from Ms. complaint she would like to be refunded for the tickets or be have her tickets exchanged successfully.
Upon researching the customer’s complaint, we can confirm that on June 9, 2020, Ms. exchanged her tickets. Expedia completed the exchange successfully and the reservation is currently active and scheduled to depart September 2020.
Expedia goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. The tickets were previously exchanged and the issue has been resolved.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I want a refund of $1,083.61.Expedia refused.I canot travel on airplane due to covid 19.I am 65 years old .and my grandson and wife do not need to put our health endanger.
Expedia.com Response
• Jul 28, 2020
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. would like to receive a refund for the flight, due to the coronavirus outbreak.Our records indicates that on December 8, 2019, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included A roundtrip fare with *** Airlines from Huntsville, AL to Fort Lauderdale, FL departing on 26 July 2020 and returning on 01 August 2020. A nonrefundable Standard Room, 2 Queen Beds, Accessible, Non Smoking at *** Hotel ***, Miami, FL, for 26-27 July 2020.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. *** Airlines has informed us that they are not providing refunds for voluntary cancellations, however, they are providing flight credits but the travel needs to be completed by December 31, 2021. *** Airlines is waiving the change fees and fare difference may apply. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We understand that Mr. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.Our records show that on July 20, 2020, Mr. contacted us to use his flight credit. If Mr. needs additional help, he can contact 1-800-397-3342. While we regret his experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Jul 29, 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.
The liers at Expedia are trying to claim that part of my reservation is nonrefundable, even though the hotel closed due to Covid and refunded all prepaid reservations.
Terrible. Purchased a ticket last week because I need to go to Mexico to buy insulin. Went through Expedia, thinking they would have my back, in the event that the flight was cancelled. My flight was cancelled 8 days before the departure date, and Expedia did not contact me (via telephone call or email) that this had happened. I found out when I called the airline to inquire about checked baggage, and they said Expedia had sent an email the day before, and that since I got the ticket through them, it was their responsibility to notify me of any changes (which is true, and it has happened in the past, without any issues). The airline cancelled their flights from my city because of the COVID-19. I was on the line with them for a little over 3 hours, and they were able to do NOTHING in terms of helping me get a new flight for the same price. They wanted me to purchase a new ticket twice the price of the original. They told me to read the email regarding purchasing tickets from low-cost carriers, which said that once purchased, it was my responsibility to contact the airline in the event of any changes.
Fair enough, but this "warning" happens right after you purchase the ticket. So first they take your money, and then they warn you about what can happen if things go south. Someone in their corporate office explained that this happens because they don't know what I am purchasing, so once they are sure, they send out the warning. Like you can't tell that I am gonna purchase a ticket once I put my credit card info and I hit "purchase"???? What a load of b/s from them.
This got me thinking; Is it necessary to buy air fare and rent hotels from them? Is it really worth it? I would say no. The moment anything bad happens, they wash their hands clean from any responsibility, and point out their "fine print". Yes, they can cheap tickets, but is it really worth it if something goes wrong? We are off purchasing from the airlines and hotels directly, knowing that a company like Expedia won't simply wash their hands and act like they have nothing to do.
I had a similar problem with *** when purchasing insurance for a ticket (purchase insurance from them in the event of a travel cancellation or delay, and good luck trying to call them to help you out with it. They will refer you to a third-party and say its not their responsibility), and I vowed never to use them again. I have not.
I will never use Expedia again. Also, their points reward is worthless.
I purchase an airline ticket for May 16th back in January. They charged my card for the full price within seconds. In April, *** airlines, the servicer, cancelled the flight. I then contacted Expedia for a refund due to this, and they agreed. However, it has been 2 months now and after calling Expedia both in may and June, they won't say when the refund will be processed. The excuse is they are waiting on the airline for an approval code, and covid has caused lots of delay, but as I mentioned above, back when they were taking money at a high transaction rate, they didn't seem to have a problem with the transaction volume. Coved has been around for several months by now anyway, and the transaction volume should have been taken care of. As I bought he ticket from Expedia, it is on them to ensure I get a proper refund in a timely manner, and not ***.
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on February 16, 2020, Mr. or an authorized user of the
Expedia account, self-booked a multiple destination flight on *** departing May
16, 2020 from New York, NY, USA to Milan, Italy returning on May 30. 2020, from Rome,
Italy to Nashville, TN via ***.We
can confirm on April 24, 2020, the customer cancelled the flight
reservation via electronic web form. The
customer called in to get the details of the refund. Our representative advised the customer of the
refund timeline.On April
24, 2020 and April 25, 2020, *** was
emailed each day asking if they would authorize Expedia to refund for the
cancelled flights.
On May 14, 2020, the customer called in to follow
up on the refund that was promised. Our
representative reviewed the case notes. The customer was advised of the refund timeline but advised he had not
received an email confirmation about the refund.On June 10, 2020, the customer
emailed Expedia asking for an update on the refund request. Expedia replied on June 17, 2020, advising a refund of $2,818.95
has been processed and can take up to eight weeks to be received.After further review on July 29, 2020, Expedia
was able to verify the *** record is showing the ticket was refunded on June
18, 2020 for $2818.95. *** was the merchant of record and will appear as the
merchant issuing the refund. Expedia suggest since *** processed the
original 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, Mr.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because: this is clearly a form letter. My name is not Mr. and the amount in question is the second amount, the 2818, not the originally quoted 1489. Additionally, they mention I booked a trip with ***, whereas in reality I booked with Expedia. While it's true Expedia used a 3rd party to process the payment (***) they are the responsible party to the complaint. Lastly, I did not cancel the flight. *** did. Please make sure to use appropriate facts in the future.
I did actually receive a refund eventually, however, from the 3rd party ***. I would also like to mention in June, Expedia indicated it would take up to 8 weeks to process the refund, but this same timeframe was quoted both in April and May. So it was not a believeable timeframe.
in the future, the same timeframe Expedia uses to process payments, they should use to process refunds, irrespective of whether they use a 3rd party processor or not.
I am writing regarding the fraudulent behavior received from Expedia. I booked a family vacation via Expedia. I paid in full as listed below, unfortunately Expedia was not able to honor their agreement. Not only did I pay in full, I purchased travel insurance. Travels has been challenging for everyone and I understand this has cause a great deal of stress and financial burden on businesses and individuals as well.
Item Cost Itinerary Confirm # Policy #
5 Flights ($218.81 each) $1094.05 ***
Flight Protection $95.00
Hotel Stay $278.46
Hotel Stay $186.47 already received reimbursement
Hotel Booking Protection $12.00
Due to the travel restriction our flights and hotel stay was cancelled. When asking for a refund of my money, Expedia stated they will provide a coupon, I did not pay for vacation with a coupon and expect to be reimbursed using the same method that was used for payment. It is not my responsibility to bare Expedia’s financial stress. I have my own financial responsibility to fulfill, I cannot tell the bank I will send them a coupon for my car payment due to the stay at home guidelines restrict me from driving and/or working. I must honor my agreement and expect Expedia to do the same.
Originally, I was told I would receive a full refund, but only received a refund for 1 day hotel stay, now Expedia is unreachable via phone or chat. It’s unacceptable, nonprofessional and shoddy behavior to be unreachable via phone or chat, but sending an email telling me I have 12 months to use my coupon. Who to say my family will be able to travel within the 12 months? One family member will be turning 90 this year and health is declining so I am sure she will not be able to travel. I appreciate your assistance in resolving this matter.
I am asking the Expedia to do the right thing and refund the remaining funds that was paid in full. Total reimbursement received $186.47, total refund amount due: $1,479.51
Names of travelers ***, ***, ***, *** and ***
Sincerely, very disappointed customer
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked five round trip flights on *** Airlines departing May 24, 2020
from Cincinnati, OH to Fort Lauderdale, FL returning on June 1, 2020
with the Cancellation Plan via ***.We
can confirm on March 22, 2020, Expedia received an electronic web
form that requested to cancel the flight.On April 15, 2020, Expedia emailed the customer advising, “We have cancelled your
reservation. As per , your ticket(s) is/are non-refundable. However, is allowing you to use the value of your
ticket(s) of , towards a new flight booking subject to any possible fare
difference. The conditions of the new
ticket are: Must be booked on same
airline; Ticket(s) are also non-transferable (that is, the same passengers must
be on the new ticket); The ticket must be reissued on or before 31 May 2022,
The *** Airline record was documented with the cancellation policy/request.”
On July 29, 2020, Expedia
verified the detailed email received from the customer requesting to cancel the
flight on March 22, 2020. We were also
able to review the detailed email response advising about *** Airlines
cancellation policy.Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at *** checking
in on May 24, 2020 and checking out May 26, 2020 along with the Hotel
Cancellation Plan via ***.
We can confirm on May 1, 2020, Expedia emailed
the customer advising a coupon for $278.00 had been issued for the cancelled,
non-refundable hotel reservation.
On July 29, 2020, Expedia
verified the hotel reservation was non-refundable and a $278.00 coupon had been
issued. Expedia emailed the email
address on file advising the coupon validity is 12 months from the date of
issue along with the terms and conditionsAfter further review on July 29, 2020, Expedia was able to verify *** Airline COVID19 policy states the fare is
non-refundable but the ticket can be exchanged free of charge, future flight credit is valid until March 31, 2022. The hotel reservation was non-refundable and a
coupon was issued for 12 months from date the booking was cancelled. The
customer needs to contact our Customer Service Department at 877-227-7481 when ready
to exchange the ticket or rebook the hotel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above 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 F Corporate Correspondence Team
Customer Response
• Jul 29, 2020
This entire trip was for a cruise for my wife’s 60 birthday, which will never happen again. I also purchased they’re insurance thinking with our age if anything happens our money would be refunded. So the states as well since we were given a credit we did not have a loss. This is wrong because this was a 60th birthday celebration and that won’t happen again. Also, we had the hotel room scheduled before and after the cruise. Expedia did reimburse one of those hotel stays but not the second. Expedia then said the hotel would be good for one year at the same location. Well even the cruise made the credit good for two years. But either way will not be using the airline tickets, the hotel stay or Expedia ever again.
Expedia.com Response
• Aug 03, 2020
August 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***.
As stated in our previous Revdex.com reply dated July 29, 2020, the flight reservations have a future
travel credit that is applicable and there was a coupon issued for the cancellation
of the hotel. The future travel credit is valid until March 31, 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 to get the
tickets exchanged and to rebook the hotel. The exchange fee for the flight is being waived but any increase in the
cost of the new fare is the customer responsibilityThank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
My family and I were scheduled to travel on *** Airlines on April 8th. Due to COVID the reservation was canceled. I contacted *** Airlines and was told that since the reservation was booked through Expedia then I will need to request the refund through them. I contacted Expedia in April and was told that I will have to contact them again in June to confirm that I am still eligible for a refund. I received an email from *** Airlines June 1st confirming my eligibility for the refund and that Expedia will have to initiate it. I contacted Expedia and once again I am being given the run around regarding the refund. This have been going on for over 2 months and Expedia doesn't want to take responsibility for the situation or help in any way possible.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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.
Our records show on January 22, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to Cairo, Egypt departing on April 8, 2020 and returning on April 18, 2020, for a total of $2,508.25. We understand Mr. is seeking compensation from Expedia due to an airline schedule change which altered his trip, related to the Coronavirus pandemic.
On March 19, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. contacted Expedia on April 6, 2020, with a request for a full refund. In accordance with the notification/cancellation and Mr.’s call we contacted *** Airlines to determine if Mr.’s reservation qualifies for a full refund. At that time, *** Airlines advised that Mr.’s tickets may qualify for a full refund, however, we must consult with their eligibility department before processing.
On June 11, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. The flight was deemed eligible for a refund due to a schedule change that caused the flight to cancel. We verified that *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
Additionally, Mr. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon further review, on June 20, 2020, we processed the *** Airlines refund request on behalf of Mr.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund of $2,508.25, will post back to the customer’s original form of payment and it may take up to 10 weeks for Mr. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Due to COVID 19, *** canceled our flight. It was not up to us, they are just not providing the service. After many phone calls, Expedia has not been able to return our money. They keep saying the airline should return the money, but when we call the airline they say they have no control over a purchase made through an agency. It doesn't make any sense to me. If I made the payment through Expedia, then Expedia should be able to return my money. I think they are just stalling and it is just not fair. The service I paid for will not be provided. I am entitled to my money.
Expedia.com Response
• Jul 27, 2020
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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.
Our records show on January 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Madrid, Spain departing on June 1, 2020 and returning on June 30, 2020, for a total of $2,573.80. We understand Mr. is seeking a refund, based on schedule change that affected the flight related to the Coronavirus pandemic.
On May 17, 2020 to May 28, 2020, we received an airline-initiated schedule change that altered the scheduled flight reservation. Therefore, Expedia sent *** a request for a full refund related to schedule change notification we received. Expedia sent *** multiple requests by email and we then contacted *** by phone to discuss their flexibility policy in terms of obtaining a full refund. Regrettably, *** did not authorize a refund back to the customers original form of payment. In addition, we received a final notification from *** which cancelled the flight. We then sent a confirmation email to Mr. providing him with airfare credit information.
On May 30, 2020 to June 9, 2020, Mr. contacted Expedia to discuss the changes that affected his flight arrangement. In addition, Mr. requested a full refund due to the cancellation initiated by ***. However, based on the non-refundable *** rules, travel must be completed prior to June 30, 2021, however, any differences, including taxes, must be collected. The *** flexibility policy waives the airlines penalty fees only.
In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for ***'s product and we do not have the authority to honor a refund request without the proper airline authorization.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 27, 2020, Expedia was unable to reach *** by phone based on these unprecedented times. We sent another email to ***, seeking an exception to their current non-refundable flexibility policy. When *** responds to our refund request Expedia will contact Mr. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Mr. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
I booked a travel package through expedia (hotel and airfare) for March 2020 trip, then due to the pandemic, I had to cancel the plans. I was able to cancel the airline very quickly and received a refund. The hotel portion was not refunded. I called expedia for weeks on end trying to get my refund for the hotel portion. Finally on April 30th 2020, I was able to get an email from Expedia confirming that the hotel portion will be refunded within 30 days. After waiting till today, Jun 13th 2020, and after confirming with my bank that the hotel portion has not been refunded, I called Expedia, to my utter and complete disappointment, Expedia said that while they approved my hotel portion refund on April 30th AFTER speaking with the hotel (again I have an email from expedia confirming the amount of the refund), now Expedia saying the hotel "canceled" the refund on May 15th and now they are offering a voucher!!! I have never been offered a voucher and it will simply be useless as we are not flying anywhere anytime soon and keeping our money locked up in a voucher is not fair. I simply want Expedia to honor what they said they will do in their email to me).
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 Mr. *** (Revdex.com case number ***) would like a refund. We understand Mr. would like a refund for $882.90 for
the hotel reservation.
Our records
indicate on January 31, 2020, Mr.
*** or an authorized user of the Expedia account, self-booked six round
trip flight on United Airlines departing March 29, 2020 from Los
Angeles, CA to Hilo,
HI and returning on April 4, 2020, along
with a six night stay at *** via ***.
We can confirm on April 21, 2020, the customer called in to request
a refund for the hotel reservation. The
customer mentioned that he called United to cancel the flight reservation and
has already been refunded. He mentioned
he called the hotel and they advised they do not have the money that Expedia
has it. Our representative called the
hotel for a waiver. The hotel asked that
Expedia email them the request.
On June 13, 2020, the customer called in and asked about
the refund status. The
customer advised that he received an email that the hotel was cancelled and
refunded in full. Our representative reviewed the account billing history, it
shows that the refund was cancelled. Our
representative tried calling the hotel but the call went to voice mail. Our
representative advised the customer of the message and the customer was not
okay with it and expressed that he wanted his refund.
After further review on July 30, 2020, Expedia was able to verify that
we received a chargeback for the cost of the hotel on April 30, 2020. The customer will need to contact his
financial institution regarding receiving funds for the hotel reservation based
on Expedia receiving the chargeback.
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 pur*** of
travel-related goods and services that you select. Please read these additional
terms and conditions carefully. If you have pur***d 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 pur*** 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 pur*** has been
completed and the tickets have been issued. Airlines and other travel suppliers
may change their prices without notice. We reserve the right to cancel your
booking if full payment is not received in a timely fashionOur
Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
Based
on the above Expedia is not able to honor the request for refund. Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I have called my financial institution (***) today on 7/30/2020 to confirm if the hotel was refunded ($882.90). *** has confirmed for 3rd time that after thorough review that no such refund has been made to my account. This remains unresolved. *** is not able to do anything else for me. I have attached my credit card statement bracketing the date the charge back was made according to Expedia. As you can see there were no refunds during that period? pls let me know if additional statements are required.
Sincerely
August 14, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We understand Mr. would like a
refund for $882.90 for the hotel reservation.
Expedia contacted ***
and they authorized refunding the customer. Expedia processed the refund for $882.90 to the *** card ending
***. The refund should appear ith the
next 30 days. Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
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,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have booked a hotel reservation for on December 31st 2019 Argentina to travel in March due to COVID got changed to July and now confirmed cancelled by the hotel (since the country is shut down) in writing and with no charges to us by email and and to expedia help desk. Hotel says expedia needs to refund us the money because they are the ones that collected it and expedia is not giving us the refund for itinerary *** amount charged to our chase card $767.63 + points used for $ 96.15
Good morning
I just finally spent 3 hours on chat with expedia and got them to refund the account.
So please withdraw my complaint since it was resolved.
Thanks
Their customer service is awful. They absolutely will not give a refund, or even provide a form to use. I waited on hold for an hour to be hung up on; then I tried to use the chat and again spent an hour with "Christian" who did absolutely nothing for me.
Airways cancelled my flight NY -LON. I have called Expedia ten times, each time the person says she is dealing with the issue. Then silence for ten minutes then the phone call terminates. I will never again buy a ticket or book anything via Expedia. I used them for years. What a terrible company.
If I could give negative stars, I would. I booked a flight with Expedia back in February (before covid-19) and when covid hit had to reschedule. *** airlines was offering free rescheduling because of the virus so I called them and everything was settled quite easy... So I thought
Then Expedia contacted me saying I was receiving a refund and there was no need to call. Of course I called as I wanted my tickets, not a refund. Expedia then told me that delta had taken the matter out of their hands and so I didn't need to worry about anything. I was never refunded the money so I didn't worry.
Time comes for my trip, airlines are getting busier, everything is open again and no negative word from Expedia or ***. I go to check into my flight and it cannot be found. *** told me Expedia cancelled it and sorry, but there was nothing they could get me on before Saturday (two days AFTER my flight was supposed to be). I looked on Expedias website and found three different flights from delta to my destination the day they said they had nothing. Upon calling Expedia they promptly threw the blame on ***. I explained I had purchased the insurance waiver from Expedia and they basically told me that was useless.... Then they proceeded to put me on hold while they "investigated" into the matter.
Someone was lying, I didn't care who, I just wanted my flight. I was trying very hard to be polite, knowing that they deal with people yelling all day; but I started to get the drift that the person on the phone could not only not help me but was putting me on hold to try and get me to hang up. Asked for a manager hoping they could make a decision and get me on my way, instead I just got another call girl (and I'm quite sure this call center was NOT in the US), and it was quite obvious they were just putting me on hold to get me to hang up.... But I needed my flight, so I stayed on...I was on the phone for over 5 hours when I finally got the "top supervisor",who I suspect was just a janitor as he didn't really do anything but repeat what the women had said that it was ***'s fault. At this point I had been on hold for SEVEN HOURS and hung up on several times, so I whigged out a little and said that he better out me on a plane tomorrow, and so he hung up... After wasting SEVEN hours of my life and going from trying to be calm and understanding to the verge of a nervous breakdown.
If Expedia was going to treat me like dirt then why didn't they just do it and not waste SEVEN HOURS of my life and injure what was left of my mental health?? Never had a problem before, guess they changed.
My flight on *** was booked through Expedia and the flight was canceled by *** and EXPEDIA REFUSES TO REFUND THE MONEY even though the flight no longer exists.
July 29th, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # (***)Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation.Our records indicate the customer, or
an authorized user of the Expedia account, self-booked a flight reservation for
two passengers on Expedia's website, under itinerary ***. The booking
included one-way tickets aboard *** from Porto, Portugal to New York,
NY, with a connection in Lisbon, Portugal on August 11th, 2020. On June 4th, 2020 ***
cancelled Mrs. flight, and per their terms and conditions issued a future
travel credit for the original ticket value.Our records also indicate that on June 11th, 2020,
Mrs. contacted our customer care department seeking to obtain a refund
for her booking. After receiving this
request, a customer care agent contacted *** to request a refund on Mrs.
*** behalf, on June 16th and July 6th, 2020. We
have yet to receive a response from the airline. 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 merchants 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 airlines. At
the time of booking, Mrs. 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 Mrs. experience was not as we would have hoped, based on the information
provided above, we are unable to provide a refund on this matter. Mrs. Padover
will only have a future travel credit with the ***, unless the airline
approves to refund. We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Gina B.Corporate Correspondence Team
In March I decided to book a vacation through Expedia but then decided to cancel due to COVID-19 but I could not get a hold of any customer service on their end in order to do so. Later towards April they told me that they were going to cancel and partially refund me because the hotel decided to shut down due to COVID-19. I was promised a refund of $612.24 and was told to wait 30 days. It has been 49 days since they told me that and I still have not received the refund. I have been on the phone with them countless of times and they dance around the situation saying refunds are delayed or they don't have the power to issue me my refund. Overall terrible business practices are happening over at Expedia.
July 12, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr.
*** is requesting a full of $612.24 from his hotel cancellation, due to the COVID-19.
Our records indicate that on March 12, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines (validating carrier) from Los Angeles, CA to Honolulu,
HI on March 26, 2020 and returning on March 31, 2020.
We verified that the refund was processed on March 24, 2020, for the amount of $612.24. The refund was cancelled due to the covered reasons below:
•The customer already received a refund from their bank by dispute.
•The customer may be getting a coupon, supplier credit, or reward points back instead.
If Mr. Le has received this in error he needs to provide a 90 day bank statement that shows that he did not receive a refund from his financial institution for
further review.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Expedia Itinerary #: ***
Expedia Escalated Case #: ***
*** Hotel Booking #: ***
Date: 12 June 2020
Hi,
As someone who has always recommended Expedia to friends and family, the way Expedia appear to be treating customers is severely disappointing [1].
Long story short, I booked a *** hotel for my honeymoon through Expedia. The hotel booking was for the 22nd March in Fiji. On the 19th March, the Fijiian government effectively closed the borders by enforcing a mandatory quarantine for all visitors [2], and Fiji Airways grounded all flights [3]. As such, we had to cancel our hotel booking with Expedia, but at the time were assured that we would be entitled to a refund.
Fast forward nearly three months, I have not received a refund, despite contacting Expedia on more than 15 different occasions. I've been assured my case has been "escalated", and told "I should have received a refund" by the customer service team, yet nothing has been done. Moreover, on the Expedia website, they state the following [5]:
"For customers who booked and paid for a non-refundable rate prior to March 19, 2020 for stays between March 20, 2020, and May 31, 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. If you decide to cancel, you will be eligible for a refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, however you must cancel your booking a least 24-hours before check-in to be eligible for this offer."
My booking falls precisely within that definition. In addition, *** hotel has a policy stating this on their website [6]:
"For reservations made prior to March 12, 2020 – when our new, more flexible reservation policy went into effect: You may now change or cancel any future reservation, without penalty, as long as you do so at least 24 hours before your scheduled arrival date, but not later than August 31, 2020. This includes reservations described as “non-cancellable” or Advance Purchase.
If you cancel a rate which required an advance payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you are a *** Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our more than 6,100 properties worldwide. Stays must be completed by August 31, 2021. In lieu of a refund, guests at select hotels may choose to receive a hotel voucher redeemable toward a future stay at that hotel. Changes are subject to availability and rate differences."
Every time I contact Expedia, I am told different things by different agents. I have called *** hotels directly, multiple times to confirm that I am entitled to a refund. *** hotels has told me that Expedia should be giving me a refund, however, Expedia are acting dishonestly by holding on to my money. This has to be dealt with -- Expedia are thieves.
Many thanks,
*** Lind
[1]
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on January 8th, 2020 via Expedia website for arrival on March 22nd, 2020 and departure on March 29th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $1,109.71 USD. This refund has already been processed.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Itin: ***
We had purchased a package for a March 2020 spring break trip to NYC. The package included airfare, hotel, airport transfer and trip cancellation coverage. Due to COVID-19 we had cancelled the trip and received a refund for the hotel and airport transfer.
We received a travel credit for our airfare on *** Airlines. The credit was for $546.40 per passenger and we had 3 travelers. The coverage we purchased covered the airline change fee of $200 per traveler.
The credit could only be used on *** airlines for the same travelers, departing out of the US and the credit had to be used within 1 year. Any additional difference in fares had to be paid by us. Those were the only stipulations in using the credit provided in writing via and email from Expedia.
When we went to use the credits the first Expedia representative lied to me and said that we had to travel to the same destination. It took many calls over two days to get airfare booked. However, an Expedia rep booked us without our approval into the wrong class of service we wanted to be in for our trip. That rep did not issue the tickets. When we spoke with a supervisor we were lied to again saying the new tickets had to be issued in the original class of service. That is not specified in the documentation provided by Expedia to us. This is organization is extremely dishonest.
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting to change his flight with *** to first class without any additional charges. Our records indicate that on February 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included a multiple destination fare with *** from Peoria, IL to Seattle, WA departing on August 22, 2020, and returning from Portland, OR to Peoria, IL on August 30, 2020; a nonrefundable Executive Double Room, City View, Non-Smoking at *** Hotel New York, NY, for March 21-March 28, 2020; a Private Standard Car with Carmel Car & Limousine Service; a Travel Protection Vacation Waiver.Upon review, on March 11, 2020, the customer called to cancel the hotel reservation due to the covid19 outbreak in New York and was fully refunded.On June 5, 2020, the customer contacted Expedia to use the flight credit for his special vacation air fare. Expedia was reviewing the fare rules when the call dropped. Expedia called the customer back twice but did not reach him.On June 5, 2020, the customer called back. Our agent advised the fare difference would be $134.25. The customer decided to leave the reservation as is.On June 6, 2020, the customer contacted Expedia via Twitter to exchange the flights.On June 6, 2020, Mr. contacted Expedia stating there was an error in the exchange of his ticket. The customer states his new ticket should have been in a first class, but instead it was reissued in economy class.Please be advised that Mr. refused on multiple occasions to pay the fare difference for the exchange. Therefore, Expedia changed the tickets to the next available lowest fare for no extra cost.While we regret Mr. experience was not as we would have hoped, based on the information provided above, we are unable to upgrade his flight tickets to first class.Please know that we’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor P Corporate Correspondence Team.
July 31, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting to change his flight with *** to first class without any additional charges. Our records indicate that on February 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included a multiple destination fare with *** from Peoria, IL to Seattle, WA departing on August 22, 2020, and returning from Portland, OR to Peoria, IL on August 30, 2020; a nonrefundable Executive Double Room, City View, Non-Smoking at *** Hotel New York, NY, for March 21-March 28, 2020; a Private Standard Car with ***; a Travel Protection Vacation Waiver.Upon review, on March 11, 2020, the customer called to cancel the hotel reservation due to the covid19 outbreak in New York and was fully refunded.On June 5, 2020, the customer contacted Expedia to use the flight credit for his special vacation air fare. Expedia was reviewing the fare rules when the call dropped. Expedia called the customer back twice but did not reach him.On June 5, 2020, the customer called back. Our agent advised the fare difference would be $134.25. The customer decided to leave the reservation as is.On June 6, 2020, the customer contacted Expedia via *** to exchange the flights.On June 6, 2020, Mr. contacted Expedia stating there was an error in the exchange of his ticket. The customer states his new ticket should have been in a first class, but instead it was reissued in economy class.Please be advised that Mr. refused on multiple occasions to pay the fare difference for the exchange. Therefore, Expedia changed the tickets to the next available lowest fare for no extra cost.While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to upgrade his flight tickets to first class.Please know that we’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victor P Corporate Correspondence Team.
I was notified that *** cancelled our flight on April 12, 2020 by Expedia. The email stated that they had already given us airline credit for the flight and did not give us the option for a monetary refund. Due to restrictions imposed by Expedia, they would not allow me to speak with a customer representative because our flight was not within 10 days. I tried calling *** and I was told that all communication needed to go through Expedia and that they were unable to help me. I was finally able to get in touch with Expedia about 1 month ago. They sent a message to *** stating that I was requesting a refund and told me to check back in 2 days. In two days, I checked back and Expedia had still not received a response from ***. I stated that I know I have a right to a monetary refund as my flight is under the jurisdiction of the US DOT and was told that unless ***'s policy states that I am able to get a refund, Expedia can not refund me. Expedia also stated that they "do not deal with DOT complaints". I was told to contact Expedia in 72 hours regarding my refund status. I checked back in 72 hours and they still did not hear anything from ***. I was told to check back in 1 week. I checked back in 1 week with Expedia and was told there was nothing from *** yet and they would send another request to *** regarding a refund request. I was told to check back in yet another week. At this point, I again contacted *** directly and explained that Expedia has been having difficulty getting in touch with *** regarding my refund. I was told to keep waiting and there was nothing *** could do. I have yet again checked with Expedia again just today- I was told that ***'s refund policy does not cover the dates of my travel (even though my flight was cancelled by *** months ago now) and that Expedia has to send yet another request to *** to see if they will offer me a refund. They said that if *** won't provide a refund there is nothing they can do. I have been patient and understanding throughout this ordeal but despite my best efforts, I have been getting the run around with absolutely no communication from either party other than when I directly reach out. At this point I have been trying to request a monetary refund for over 1 month. I have spent hours talking with Expedia and being on hold with ***. I haven't been able to even request a monetary refund yet despite efforts of what I would consider as going above and beyond. I feel that given that my origin flight starts in New York and my return flight home ends in Boston and my flight was cancelled by ***, this should be a black and white issue and I am entitled to a monetary refund.
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on December 19, 2019, Ms. self-booked a flight reservation on our website. We understand from Ms.’s complaint that the airline canceled her flight on April 2020. Ms. is requesting a full refund for the airline tickets she has purchased.
Upon researching the customer’s complaint, we have been informed that on July 16, 2020, Ms. was emailed by Expedia and informed that the airline had authorized a refund for the tickets. Generally this type of refund can take up to 8 weeks depending on the customers financial institution to appear on the customers account.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. The tickets were submitted for refund and the issue has been resolved to Ms.’s desired outcome.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: while I did eventually get my refund after weeks and weeks of contacting Expedia, according to the letter I received from ***, Expedia did not need to get any sort of permission from the airline and should have instantly granted my refund when requested. Per ***, this information is readily available to travel agents on ***’s website (they provided me the link as proof) and Expedia should have refunded me over two months ago when I first requested the monetary refund. Instead, it took me many chats and phone calls with Expedia taking up hours upon hours of my time. The response from Expedia is inadequate as it makes it seem like I was impatient waiting for my refund to process when in reality I was refused a refund for over two months by Expedia. Once they actually agreed to refund, I got my money back into my account within days. While this solves my issue, I am concerned for those that aren’t as persistent as I am as without significant persistence, it is likely Expedia will not give them the refund that they are entitled to. It is clear Expedia is not willing to be accountable for their obviously shady business practices.
Sincerely
We bought from Expedia two vacation packages: On February 11, 2020 itinerary number ***, and on February 16 itinerary number ***. We were supposed to flight on 6/11/2020 but Coronavirus hit the world. These flights were canceled by the airline. The company offers only vouchers that are only valid until 2/11/2021. Our vacation schedule only allows us to flight on June and July. We are vulnerable patients to Covid19, and we cannot schedule a flight when there are no warranties that there will be a cure for the pandemic soon. Therefore, the only possible solution for us right now is to get our money back.
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on February 12, 2020, Mr. self-booked a flight reservation. The flight was booked via itinerary number ***, with a trip start date of June 11, and returning July 3, 2020. We understand from the complaint that Mr. called Expedia and was told the airline will only provide flight credit. Mr. was ok with the information provided by the airline. Mr. is now requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. At this time Mr. still has a flight credit for each of the tickets purchased. We remind Mr. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
We do not accept the business response. We, again, spoke to Expedia on 7/31/2020 and they told us they will not refund the money. We do not accept this solution. We are vulnerable people and we cannot travel in times of Covid19. We need our money back.
Sincerely
We booked a flight via expedia scheduled for May 22,2020 But because flights during that date have been cancelled We’ve been trying to contact expedia to get our refund but all they can tell us is they can give us credit and must be used by february 2021.Thats not enough time for us to plan another trip considering we have to match all our schedules.It would be more reasonable if they can prolong the expiration for 2 years since covid 19 is still around and traveling is not very safe at this point.they also charged us the service/insurance fee for expedia even though we didn’t get any service.it very frustrating dealing with this company and hopefully they don’t get another victim.
July 28, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on February 6, 2020, Mr. self-booked a flight reservation. The flight was booked via itinerary number ***, with a trip start date of May 22, and returning June 17, 2020. We understand from the complaint that Mr. called Expedia and was told the airline will only provide flight credit. Mr. is requesting a full refund instead of flight credit.
I have now confirmed that in this case the airline will only provide flight credit for the amount the customer paid for each ticket. Although the insurance was added it does not cover a refund. Mr. may check the Terms and Condition’s directly with the insurance company regarding the covered reasons.
At this time Mr. still has a flight credit for each of the two tickets he purchased. We remind Mr. once again that Expedia nor the airline will provide a refund.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Expedia Customer Support
My flight reservations that were booked through Expedia were cancelled due to Covid. I was issued credit from both *** and *** Airlines. I called Expedia on June 7th to redeem those flight credits. Expedia requires that you call to use credits. I sat on hold for 4.5 hours and an agent set me up with two different trips. One in September with *** Airline Credit and one in December with the *** Airline Credit. I was told no cost to me since my flights cost less than the amount refunded but that I would forgeit the remaining amount. I agreed. On 6/9 I received emails from *** that said my flight was cancelled. I called *** and they said Expedia did not complete the transaction and they can only hold the seats for 48 hours. I called Expedia on 6/9 and sat on hold for 3.5 hours. An agent and supervisor apologized for them not completing the transaction. They rebooked me but said that since the time I called on 6/7 the flights increased and I would have to pay the balance of $20. So I had credit to cover the entire cost on 6/7 but because Expedia didnt complete the transaction I was being asked to pay the difference (Miguel and I, passengers, received $173.40 from *** and the new booking was $156) these amount are not adding up and I am being extortioned for money. I agree however to pay the $20. I was told my trips were booked. June 11th received emails again from the airlines saying my flights have been cancelled because Expedia finish booking my flights. I called expedia but cannot sit on hold for hours on end so I posted a message to their facebook page to which they responded "contact us vis PM to rectify" I PM'd them at 8am on June 11th after 6 hours of not hearing back I PMd again and have been told by three agents to hold they are checking my account. Today, I have just had about enough of the run around. Expedia is not honoring the flight credits as promised. In addition, they are asking for more money and not providing a reason for the charges. Their customer service is lacking.
July 27, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on March 1, 2020, Ms. self-booked a flight reservation. We understand from Ms. complaint she would like to be refunded for the tickets or be have her tickets exchanged successfully.
Upon researching the customer’s complaint, we can confirm that on June 9, 2020, Ms. exchanged her tickets. Expedia completed the exchange successfully and the reservation is currently active and scheduled to depart September 2020.
Expedia goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. The tickets were previously exchanged and the issue has been resolved.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
I want a refund of $1,083.61.Expedia refused.I canot travel on airplane due to covid 19.I am 65 years old .and my grandson and wife do not need to put our health endanger.
July 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the customer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. would like to receive a refund for the flight, due to the coronavirus outbreak.Our records indicates that on December 8, 2019, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia’s website, under itinerary ***. The booking included A roundtrip fare with *** Airlines from Huntsville, AL to Fort Lauderdale, FL departing on 26 July 2020 and returning on 01 August 2020. A nonrefundable Standard Room, 2 Queen Beds, Accessible, Non Smoking at *** Hotel ***, Miami, FL, for 26-27 July 2020.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. *** Airlines has informed us that they are not providing refunds for voluntary cancellations, however, they are providing flight credits but the travel needs to be completed by December 31, 2021. *** Airlines is waiving the change fees and fare difference may apply. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We understand that Mr. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.Our records show that on July 20, 2020, Mr. contacted us to use his flight credit. If Mr. needs additional help, he can contact 1-800-397-3342. While we regret his experience was not as we would have hoped, based on the information provided above, we are unable to provide any 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.Thank you, Victor ***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
The liers at Expedia are trying to claim that part of my reservation is nonrefundable, even though the hotel closed due to Covid and refunded all prepaid reservations.
Terrible. Purchased a ticket last week because I need to go to Mexico to buy insulin. Went through Expedia, thinking they would have my back, in the event that the flight was cancelled. My flight was cancelled 8 days before the departure date, and Expedia did not contact me (via telephone call or email) that this had happened. I found out when I called the airline to inquire about checked baggage, and they said Expedia had sent an email the day before, and that since I got the ticket through them, it was their responsibility to notify me of any changes (which is true, and it has happened in the past, without any issues). The airline cancelled their flights from my city because of the COVID-19. I was on the line with them for a little over 3 hours, and they were able to do NOTHING in terms of helping me get a new flight for the same price. They wanted me to purchase a new ticket twice the price of the original. They told me to read the email regarding purchasing tickets from low-cost carriers, which said that once purchased, it was my responsibility to contact the airline in the event of any changes.
Fair enough, but this "warning" happens right after you purchase the ticket. So first they take your money, and then they warn you about what can happen if things go south. Someone in their corporate office explained that this happens because they don't know what I am purchasing, so once they are sure, they send out the warning. Like you can't tell that I am gonna purchase a ticket once I put my credit card info and I hit "purchase"???? What a load of b/s from them.
This got me thinking; Is it necessary to buy air fare and rent hotels from them? Is it really worth it? I would say no. The moment anything bad happens, they wash their hands clean from any responsibility, and point out their "fine print". Yes, they can cheap tickets, but is it really worth it if something goes wrong? We are off purchasing from the airlines and hotels directly, knowing that a company like Expedia won't simply wash their hands and act like they have nothing to do.
I had a similar problem with *** when purchasing insurance for a ticket (purchase insurance from them in the event of a travel cancellation or delay, and good luck trying to call them to help you out with it. They will refer you to a third-party and say its not their responsibility), and I vowed never to use them again. I have not.
I will never use Expedia again. Also, their points reward is worthless.
I purchase an airline ticket for May 16th back in January. They charged my card for the full price within seconds. In April, *** airlines, the servicer, cancelled the flight. I then contacted Expedia for a refund due to this, and they agreed. However, it has been 2 months now and after calling Expedia both in may and June, they won't say when the refund will be processed. The excuse is they are waiting on the airline for an approval code, and covid has caused lots of delay, but as I mentioned above, back when they were taking money at a high transaction rate, they didn't seem to have a problem with the transaction volume. Coved has been around for several months by now anyway, and the transaction volume should have been taken care of. As I bought he ticket from Expedia, it is on them to ensure I get a proper refund in a timely manner, and not ***.
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on February 16, 2020, Mr. or an authorized user of the
Expedia account, self-booked a multiple destination flight on *** departing May
16, 2020 from New York, NY, USA to Milan, Italy returning on May 30. 2020, from Rome,
Italy to Nashville, TN via ***.We
can confirm on April 24, 2020, the customer cancelled the flight
reservation via electronic web form. The
customer called in to get the details of the refund. Our representative advised the customer of the
refund timeline.On April
24, 2020 and April 25, 2020, *** was
emailed each day asking if they would authorize Expedia to refund for the
cancelled flights.
On May 14, 2020, the customer called in to follow
up on the refund that was promised. Our
representative reviewed the case notes. The customer was advised of the refund timeline but advised he had not
received an email confirmation about the refund.On June 10, 2020, the customer
emailed Expedia asking for an update on the refund request. Expedia replied on June 17, 2020, advising a refund of $2,818.95
has been processed and can take up to eight weeks to be received.After further review on July 29, 2020, Expedia
was able to verify the *** record is showing the ticket was refunded on June
18, 2020 for $2818.95. *** was the merchant of record and will appear as the
merchant issuing the refund. Expedia suggest since *** processed the
original 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, Mr.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: this is clearly a form letter. My name is not Mr. and the amount in question is the second amount, the 2818, not the originally quoted 1489. Additionally, they mention I booked a trip with ***, whereas in reality I booked with Expedia. While it's true Expedia used a 3rd party to process the payment (***) they are the responsible party to the complaint. Lastly, I did not cancel the flight. *** did. Please make sure to use appropriate facts in the future.
I did actually receive a refund eventually, however, from the 3rd party ***. I would also like to mention in June, Expedia indicated it would take up to 8 weeks to process the refund, but this same timeframe was quoted both in April and May. So it was not a believeable timeframe.
in the future, the same timeframe Expedia uses to process payments, they should use to process refunds, irrespective of whether they use a 3rd party processor or not.
Sincerely
Re: Expedia Fraudulent Behavior
I am writing regarding the fraudulent behavior received from Expedia. I booked a family vacation via Expedia. I paid in full as listed below, unfortunately Expedia was not able to honor their agreement. Not only did I pay in full, I purchased travel insurance. Travels has been challenging for everyone and I understand this has cause a great deal of stress and financial burden on businesses and individuals as well.
Item Cost Itinerary Confirm # Policy #
5 Flights ($218.81 each) $1094.05 ***
Flight Protection $95.00
Hotel Stay $278.46
Hotel Stay $186.47 already received reimbursement
Hotel Booking Protection $12.00
Due to the travel restriction our flights and hotel stay was cancelled. When asking for a refund of my money, Expedia stated they will provide a coupon, I did not pay for vacation with a coupon and expect to be reimbursed using the same method that was used for payment. It is not my responsibility to bare Expedia’s financial stress. I have my own financial responsibility to fulfill, I cannot tell the bank I will send them a coupon for my car payment due to the stay at home guidelines restrict me from driving and/or working. I must honor my agreement and expect Expedia to do the same.
Originally, I was told I would receive a full refund, but only received a refund for 1 day hotel stay, now Expedia is unreachable via phone or chat. It’s unacceptable, nonprofessional and shoddy behavior to be unreachable via phone or chat, but sending an email telling me I have 12 months to use my coupon. Who to say my family will be able to travel within the 12 months? One family member will be turning 90 this year and health is declining so I am sure she will not be able to travel. I appreciate your assistance in resolving this matter.
I am asking the Expedia to do the right thing and refund the remaining funds that was paid in full. Total reimbursement received $186.47, total refund amount due: $1,479.51
Names of travelers ***, ***, ***, *** and ***
Sincerely, very disappointed customer
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked five round trip flights on *** Airlines departing May 24, 2020
from Cincinnati, OH to Fort Lauderdale, FL returning on June 1, 2020
with the Cancellation Plan via ***.We
can confirm on March 22, 2020, Expedia received an electronic web
form that requested to cancel the flight.On April 15, 2020, Expedia emailed the customer advising, “We have cancelled your
reservation. As per , your ticket(s) is/are non-refundable. However, is allowing you to use the value of your
ticket(s) of , towards a new flight booking subject to any possible fare
difference. The conditions of the new
ticket are: Must be booked on same
airline; Ticket(s) are also non-transferable (that is, the same passengers must
be on the new ticket); The ticket must be reissued on or before 31 May 2022,
The *** Airline record was documented with the cancellation policy/request.”
On July 29, 2020, Expedia
verified the detailed email received from the customer requesting to cancel the
flight on March 22, 2020. We were also
able to review the detailed email response advising about *** Airlines
cancellation policy.Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at *** checking
in on May 24, 2020 and checking out May 26, 2020 along with the Hotel
Cancellation Plan via ***.
We can confirm on May 1, 2020, Expedia emailed
the customer advising a coupon for $278.00 had been issued for the cancelled,
non-refundable hotel reservation.
On July 29, 2020, Expedia
verified the hotel reservation was non-refundable and a $278.00 coupon had been
issued. Expedia emailed the email
address on file advising the coupon validity is 12 months from the date of
issue along with the terms and conditionsAfter further review on July 29, 2020, Expedia was able to verify *** Airline COVID19 policy states the fare is
non-refundable but the ticket can be exchanged free of charge, future flight credit is valid until March 31, 2022. The hotel reservation was non-refundable and a
coupon was issued for 12 months from date the booking was cancelled. The
customer needs to contact our Customer Service Department at 877-227-7481 when ready
to exchange the ticket or rebook the hotel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above 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 F Corporate Correspondence Team
This entire trip was for a cruise for my wife’s 60 birthday, which will never happen again. I also purchased they’re insurance thinking with our age if anything happens our money would be refunded. So the states as well since we were given a credit we did not have a loss. This is wrong because this was a 60th birthday celebration and that won’t happen again. Also, we had the hotel room scheduled before and after the cruise. Expedia did reimburse one of those hotel stays but not the second. Expedia then said the hotel would be good for one year at the same location. Well even the cruise made the credit good for two years. But either way will not be using the airline tickets, the hotel stay or Expedia ever again.
August 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***.
As stated in our previous Revdex.com reply dated July 29, 2020, the flight reservations have a future
travel credit that is applicable and there was a coupon issued for the cancellation
of the hotel. The future travel credit is valid until March 31, 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 to get the
tickets exchanged and to rebook the hotel. The exchange fee for the flight is being waived but any increase in the
cost of the new fare is the customer responsibilityThank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
My family and I were scheduled to travel on *** Airlines on April 8th. Due to COVID the reservation was canceled. I contacted *** Airlines and was told that since the reservation was booked through Expedia then I will need to request the refund through them. I contacted Expedia in April and was told that I will have to contact them again in June to confirm that I am still eligible for a refund. I received an email from *** Airlines June 1st confirming my eligibility for the refund and that Expedia will have to initiate it. I contacted Expedia and once again I am being given the run around regarding the refund. This have been going on for over 2 months and Expedia doesn't want to take responsibility for the situation or help in any way possible.
July 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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.
Our records show on January 22, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to Cairo, Egypt departing on April 8, 2020 and returning on April 18, 2020, for a total of $2,508.25. We understand Mr. is seeking compensation from Expedia due to an airline schedule change which altered his trip, related to the Coronavirus pandemic.
On March 19, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. contacted Expedia on April 6, 2020, with a request for a full refund. In accordance with the notification/cancellation and Mr.’s call we contacted *** Airlines to determine if Mr.’s reservation qualifies for a full refund. At that time, *** Airlines advised that Mr.’s tickets may qualify for a full refund, however, we must consult with their eligibility department before processing.
On June 11, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. The flight was deemed eligible for a refund due to a schedule change that caused the flight to cancel. We verified that *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
Additionally, Mr. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon further review, on June 20, 2020, we processed the *** Airlines refund request on behalf of Mr.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund of $2,508.25, will post back to the customer’s original form of payment and it may take up to 10 weeks for Mr. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Due to COVID 19, *** canceled our flight. It was not up to us, they are just not providing the service. After many phone calls, Expedia has not been able to return our money. They keep saying the airline should return the money, but when we call the airline they say they have no control over a purchase made through an agency. It doesn't make any sense to me. If I made the payment through Expedia, then Expedia should be able to return my money. I think they are just stalling and it is just not fair. The service I paid for will not be provided. I am entitled to my money.
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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.
Our records show on January 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Madrid, Spain departing on June 1, 2020 and returning on June 30, 2020, for a total of $2,573.80. We understand Mr. is seeking a refund, based on schedule change that affected the flight related to the Coronavirus pandemic.
On May 17, 2020 to May 28, 2020, we received an airline-initiated schedule change that altered the scheduled flight reservation. Therefore, Expedia sent *** a request for a full refund related to schedule change notification we received. Expedia sent *** multiple requests by email and we then contacted *** by phone to discuss their flexibility policy in terms of obtaining a full refund. Regrettably, *** did not authorize a refund back to the customers original form of payment. In addition, we received a final notification from *** which cancelled the flight. We then sent a confirmation email to Mr. providing him with airfare credit information.
On May 30, 2020 to June 9, 2020, Mr. contacted Expedia to discuss the changes that affected his flight arrangement. In addition, Mr. requested a full refund due to the cancellation initiated by ***. However, based on the non-refundable *** rules, travel must be completed prior to June 30, 2021, however, any differences, including taxes, must be collected. The *** flexibility policy waives the airlines penalty fees only.
In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for ***'s product and we do not have the authority to honor a refund request without the proper airline authorization.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 27, 2020, Expedia was unable to reach *** by phone based on these unprecedented times. We sent another email to ***, seeking an exception to their current non-refundable flexibility policy. When *** responds to our refund request Expedia will contact Mr. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Mr. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team