My husband and I booked a flight and hotel to Iceland prior the the COVID-19 pandemic. The flight and vacation were for our spring break in mid-March. As the COVID-19 pandemic started, my husband's work informed him they were not allowing employees to travel out of the country, so we changed flight and hotel to a July date. We were charged a substantial fee ($600.00) for this. We contacted customer support about the fees and they said they would look into it. They never got back to us.
On July 7, 2020 we received an email from Expedia stating that *** air had changed one of flights and that we would not be able to make a connection and therefore we could cancel the flight or get a voucher. We chose to cancel. They said not further action was needed, that a refund would be given in about 8 weeks.
Yesterday, June 10, 2020 we decided we need to check with customer service about the hotel, as the email did not mention the hotel. We chose to communicate via chat as our hold times in the March were ridiculous. As it turns out, chat is no better. We were passed around from agent to agent with reasons such as I am not able to help in this, or I do not have authority etc. This went on for a couple of hours and still no resolution. They said we had to call the hotel directly, the hotel says Expedia is responsible. We are just getting the runaround. No one seems to be able to help us.
As we booked the vacation as a package, we feel it is Expedia's responsibility to help with the whole trip - not just the flight. It makes no sense not to offer to cancel flights, but not the hotel.
We have used Expedia to book several vacations - this is the first time we have had issues. Booking is quick and easy, but our experience with customer service when this issue arose as been horrendous - this is an aspect Expedia needs to drastically improve.
Expedia.com Response
• Aug 19, 2020
August 19, 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 packaged reservation.Our records reflect a round-trip fare with ***
departing Dallas, TX to Reykjavik,
Iceland on March 9, 2020, and returning March 14, 2020 for two adults.
And a five night stay at the *** hotel by *** hotels. We understand Ms. is requesting to receive
either a credit for the hotel and flight reservations, or a refund including
the $600.00 change fee charged on March 6, 2020.We
contacted *** via email requesting to authorize a refund who agreed to
allow a full refund including the change fees charged for the exchange made on March
6, 2020. On
July 9, 2020, The *** hotel emailed Expedia noting they are not allowing a
full refund, however they have agreed to process the full amount of the reservation
in the form of a voucher which can be used for a future stay. The hotel mentioned
Ms. may contact the property directly to receive the voucher. We
contacted Ms. and provided her with options to keep the flight reservation
as future travel credit, or receive a refund. She mentioned she would like to keep
the future travel credit with ***, however receive a refund for the $600
change fee imposed as she already accepted the voucher from the *** hotel. A
refund has been processed in the amount of $600 to the original form of payment.
The conditions of the flight credit are as follows: • Must be booked on same airline • Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) • Please ensure to re-book/reissue within the original ticket validity, which
is one year from original date of issue which is September 24, 2019 • Re-routing is permitted • No restriction on new travel dates into 2021 • Any applicable fare difference must be collected at the time of reissueWe 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,Michael ***Corporate Correspondence Team
I am a hospital healthcare worker in the NY-NJ area who was directly affected by the COVID-19 pandemic, requiring me to cancel travel for my family of 4 in late March. At the time, Expedia indicated that they issued me a $1366.40 flight credit, but that redeeming it required that my make-up flights occur before November 15, 2020. I am now trying to redeem the credit. Expedia will not do this online and mandates that it be done via live phone call. They provide no phone number. When you use their general customer support number, the automated menu has no option for flight credit redemption. When you speak with a customer service representative, they indicate that they have to get approval for the transaction from a supervisor. They then put you on hold for the supervisor, and after 15-20 minutes of hold time, the call is disconnected from their end. I have now had this happen 6 consecutive times. This appears to be a deliberately chosen process to create barriers to customers redeeming the credits they are owed.
Expedia.com Response
• Aug 14, 2020
August 14, 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 a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Newark, NJ to Raleigh,
NC on March 26, 2020, and returning March 29, 2020 for two adults and two
children under itinerary ***. We
understand Mr. is
requesting to change her flights using the future travel credit with United
airlines, or retrieve a full refund.
On June
11, 2020, Mr. or an authorized user of the account called
to inquire on using her travel credit. An Expedia representative assisted the
customer with the changes to reflect new dates departing November 4, 2020, and
returning November 8, 2020. New tickets have been issued and the customer is
confirmed to travel on these dates.
No further
action has been taken as Mr. request has
been fulfilled.
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,Michael ***Corporate Correspondence Team
I had booked a trip through Expedia for May 26-June 1st. My trip package included three round trip flights, a car rental, and the cancellation plan for my flights. I had purchased this package 3/1 and my cancellation plan started its coverage 3/2. I attempted to cancel my trip several times in March and in April but they wouldn’t allow me to until my trip date was close due to COVID and the large amount of cancellations they were receiving, I was finally allowed to about a month before it. Expedia said I could expect a refund in about 30 days, I received my refund for the car, but now they are saying they won’t refund my flights because of COVID and *** issued me a voucher. The cancellation plan said it covered me 100% for cancellation or interruption but now they won’t honor it.
Expedia.com Response
• Aug 03, 2020
August 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a
refund of $620.43.Our records indicate on March 2, 2020, Mr. *** or an authorized user of the Expedia account, self-booked three
round trip flights on *** Airlines, departing on May 26, 2020 from Detroit, MI to Fort
Myers, FL and returning on June 1, 2020 along with a six day rental car
from ***, the Collision Damage Plan and the Cancellation Plan via ***. We can confirm on April 1, 2020, Expedia processed a refund for $509.74 to the
original card that was charged; $70.00
for the Collision Damage Plan and $439.74 was for the *** rental car.On May 25, 2020, the customer
called in to get refund of the future travel credit. Our representative explained that the
tickets were non-refundable. The representative advised due to COVID19 *** Airline
was allowing future travel credits without any penalties, if there is an
increase in the fare it would be the customer responsibility. Our representative advised since they have protection,
they may contact the provider and they will advise them of their policy and it
would be subject to their approval.After further review on August 3,
2020, Expedia reviewed the Expedia
account and the *** Airlines policy. *** Airlie policy states the ticket can be exchange free of an
exchange fee; the tickets are no refundable. New travel must depart on/after 01 Oct 2020 and be completed
on/before 30 Sep 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 when they
are read to exchange the tickets. The customer would need to communicate with the provider of the protection and
they will determine the validity of the claim, if submitted. Our protection can only be cancelled prior to
the 15 day of it being added; otherwise it is non-refundable.We understand that you are 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. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.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.
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
• Aug 03, 2020
Complaint: ***
I am rejecting this response because: I purchased a cancellation policy from your website. This policy is not from delta, I understand my tickets were non-refundable. Your website offered me this policy and it should be honored. If this policy is not honored why can you sell it to your customers? This policy claimed I would be 100% covered in the event of interruption or a cancellation.
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that
Expedia honor the protection that was purchased. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on August
3, 2020, there have not been
any changes, calls or inquires on the account. *** Airlines policy states the
tickets can be exchanged free of the exchange fee; the tickets are not refundable. New travel must depart
on/after 01 Oct 2020 and be completed on/before 30 Sep 2022. The customer needs to contact our Customer Service Department at 877-227-7481 when they are read to exchange the tickets.Expedia is not the provider
of the protection; AIG is the provider although the protection is offered to customer on our site. When our customers accept the protection,
they must follow the guidelines set by the company (AIG). AIG requires a claim
to be file with them for the protection. Expedia does not make any decision regarding
claims, they are all decided by the company that protection was purchased from. The customer needs to communicate with the provider of the protection AIG
at 1-855-400-2624. AIG will determine the validity of the claim, if
submitted. Based on the above Expedia will not honor
a refund request. 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.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 $977.10 for the reservation.
Our records indicate on January 15, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** departing
on April 10, 2020 from Boston, MA, USA to Boston, MA and returning on April 18, 2020, with a
seven day rental car with ***, via ***.We can confirm on April 7, 2020, the
customer called in and wanted to know about the
process for cancelling the flight and car reservation. Our representative advised the airline is
giving a future travel credit and the car reservation was cancelled with a full
refund.On April 9, 2020, the
customer CHATTED with our online team and confirmed
a refund for car reservation. Our
representative advised that the refund was processed and advised of the
expected time frame to receive the refund. A refund receipt of the car rental
refund was emailed to the email address on file.After further review on July 27, 2020, Expedia
verified the *** reservation is showing the reservation/flights were
cancelled on April 7, 2020. Icelandair
policy states there are no
restrictions on new travel dates into 2021. Ticket van be reissued once and are valid one
year from original date of issue (January 15, 2020). New tickets need to be
reissued prior to January 15, 2021. The
customer needs to contact our Customer Service Department at 877-227-7481 and get the tickets reissued> *** advises the ticket can be rerouted
and the exchange fee is being waived.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I ordered plane tickets from Detroit to San Diego for the *** Conference & Expo on March 5th for 3 of my employees to fly out there from March 18 - March 22. I ordered the airline tickets through Expedia.com and then the Covid-19 hit the US and GAF cancelled the Conference. Now they will not give me the money back of $2,048.40 ($682.80 for each). They have no desire to go anywhere in the US for the next two years. Only they can use the tickets that were issued to them not anyone else. (We would take that, to issue it to someone else if we can't get our money back)
Expedia.com Response
• Jul 28, 2020
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***. ***.The
customer purchased roundtrip flights for three passengers from Detroit, MI to
San Diego, CA, with travel starting on March 18, 2020.The
customer canceled the flights on March 12, 2020. The original flights were
operating normally. As the tickets were nonrefundable, a refund cannot be
provided. Expedia is unable to provide compensation for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because:
I had emailed Expedia and they sent this back to me, so I am waiting for a response from Customer Service Tier 3!!!
Requested Email: Flight Billing and Refunds - Itin: *** - Case ID : [REQ:***]***@expedia.com Thu, Jul 23, 2:26 PM (6 days ago) Dear ***,
We are contacting you on behalf of the offices of ***. We have received your email concerning your flight reservation. Your case has been assigned to our team to investigate the issue you have addressed. We will be in contact with you once we have completed our investigation.
Due to the global outbreak concerning the Coronavirus (COVID-19), we are currently experiencing a high volume of cases preventing us from responding within our normal standards. We apologize for any inconvenience this may cause and assure that we are working diligently to have each case resolved in a timely manner.
Should you have any additional concerns, please feel free to reply to this email and reference your case number ***.
Sincerely,
Executive Customer Relations Team
Sincerely
Expedia.com Response
• Aug 01, 2020
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case S-*** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***, from ***.
***.There are multiple ways to contact Expedia with inquiries
and requests. The channel that the customer contacted will be the channel to
contact them back. They will not be writing back via the Revdex.com forum. The method
of contact is often the same used by the customer; however, contact can be via
phone, email or written letter.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise SCorporate Correspondence Team
Customer Response
• Aug 12, 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. They did respond via email and I have received the full refund.
I made a non refundable reservation through Expedia for a hotel in Florida for mid-late March. (I purchased trip insurance that is not covering Covid related cancellations.) My trip was planned right when things were beginning to shut down due to Covid. I called the hotel to ask if they would consider refunding room since beaches/restaurants were beginning to close, and I did not want to take my children on an airplane and risk not being able to return home. The hotel graciously said they would not be charging for any rooms during this time, but I would need to cancel through Expedia since that is where I made the reservation. I called morning/noon/ and night to try and reach Expedia, to no avail, so I just cancelled online without talking to anyone at Expedia. (I also made numerous attempts to communicate via online chat option) I cancelled payment on my credit card until I could talk directly with Expedia. Fast forward 3 months, I am still being charged by Expedia. I once again spoke with the hotel. They confirmed they did not charge or receive any money from Expedia for this reservation. I have called Expedia multiple times, continually being put off. The last man I spoke to said he would have an answer for me in no more than 72 hours only to then get a follow up email stating it will take 4 weeks or longer to resolve. That would make it over 4 months! The hotel did not receive ANY money for this reservation. Expedia is very difficult to communicate with. I would like a refund. .
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 February 20th, 2020 via Expedia website for arrival on March 15th, 2020 and departure on March 20th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.June 11th through July 22nd, the customer contacted our customer care team requesting a refund for the unused hotel stay. Customer care was able to obtain a waiver for the cancellation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $3,769.85 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 04, 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.
Nature of complaint: Expedia refuses to refund cost of flight, claiming 24 hour cancellation policy was not followed
Date booked: Evening of March 11, 2020
Amount sought in refund: $1,018.74
Circumstances in detail:
In March, my daughter was in Denmark for a study-away college program. On March 11, 2020, the program was suspended due to coronavirus and students advised to return home as soon as possible.
At that time, my daughter was midway through a 14-day quarantine after being exposed to an individual who tested positive for coronavirus. I booked her on a flight scheduled for the morning after her quarantine period ended.
The evening of March 11, 2020, President Trump announced that he was halting “all travel from Europe to the United States for 30 days.” [source: www.whitehouse.gov, transcript of March 11, 2020 declaration] He neglected to clarify that this travel ban did not apply to US citizens.
In response to Trump’s declaration, I booked my daughter a second flight home via Expedia with travel on March 13. Per Expedia’s 24-hour cancellation policy, I understood I would not be charged if I canceled by the evening of March 12.
The morning of March 12, I learned the president’s travel ban did not include US citizens. I immediately attempted to cancel the March 13 flight via the Expedia website. According to the website, cancellation required communication with an Expedia representative. My exhaustive attempts to reach a representative throughout the day and night of March 12 were unsuccessful because Expedia’s phone lines, virtual chat, and website were overwhelmed by demand for service.
Because I was unable to connect with a representative, I was unable to cancel the March 13 flight within the 24-hour time frame. Additional attempts to resolve the issue via Expedia, including a communication through their complaint network, have proven equally unsuccessful.
Attempts to have the charge refunded through my credit card company’s Dispute Charge process have likewise been unsuccessful because they claim I did not follow the cancellation policy requirements--despite my repeated attempts to do so.
I am now contacting the Revdex.com for assistance in resolving this matter, ie, receiving a full refund or equivalent compensation. Thank you for your help.
Expedia.com Response
• Jul 28, 2020
July 28, 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 Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 12, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Copenhagen, Denmark to Boston, MA USA departing on March 13, 2020, for a total of $1018.74. We understand Ms. is requesting that Expedia refund the reservation based on her inability to void/cancel the trip related to the Coronavirus travel disruptions.
On March 13, 2020, it appears that the reservation status shows suspended as the flight was not cancelled prior to departure. However, Expedia confirmed that *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary.
Additionally, Ms. 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.
Upon further review, on July 28, 2020, we processed a refund of $1018.74 on behalf of Ms.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund will post back to the customer’s original form of payment and it may take up 30 days for Ms. to receive the refund, depending on her financial institution.
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
Customer Response
• Jul 28, 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.
Actually, Expedia deserves 0 stars. We booked a flight through Expedia on *** Airlines for May, 2020, when *** Airlines was forced to cancel the flight due to COVID. WE ARE TRYING to rebook a flight using our credit and have gotten NOWHERE. My husband has been on the phone for four and one half hours speaking to reps from India only to be put on hold or ultimately receiving a HANG UP. It is so easy to book with Expedia but impossible to utilize the credit due to a Pandemic. This is bad business, fodder for a lawsuit, unethical, and I will tell everyone I know and write on all social media to NEVER use Expedia unless you like being cheated.
I purchased a round-trip ticket from Chicago to Fort Lauderdale and 2 night hotel stay for $597.39. In speak with a Representative about the booking I asked the question if I find the same booking at a lower price will I receive a refund/price match. The representative informed me I would, therefore I purchased the package. So on the 10th of June I was on the website again trying to see if purchase went down. I noticed that purchase went down by $123.14, so I called Expedia and spoke to a manager that stated that price matching is only for hotel stays not combined package for flight/hotel. I expressed to him that the representative I spoke with on the 8th of June didn't state that to me, I even clarified with the representative that they would indeed price match and honor the difference. I asked him could I cancel the whole thing and receive my refund that way, he stated that if I did that I would have a credit with the airline company, at which I didn't want to do because I wasn't sure if I would use that airline again. I then informed him that I would just like for them to honor there word as a business. He stated again there was nothing he could do.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for the difference she saw in pricing.
Our records
indicate on June 8, 2020, Ms. or an authorized user of
the Expedia account, self-booked two round trip flight on *** departing on November
27, 2020 from Chicago, IL, USA to Fort Lauderdale, FL and returning on December
5, 2020, with a two night hotel stay at *** Hotel on *** via ***. The customer called in to change the reservation
to another date. Our representative
advised of the policies and did not make any changes to the reservation. We
can confirm on June 10, 2020, the customer called in to make the changes.
She wanted to change to another hotel. Our representative advised that the reservation would need to be
cancelled and rebooked. The customer advised
that she is getting a lower price. Our
representative advised the airline fare is non-refundable and the hotel can be
refunded. The customer asked for a Supervisor. The call
was escalated, the customer advised she was able to see a lower price on the website
and she wanted that price. She advised
she had been told by the representative who assisted her with the booking that at
any point if she saw a lower rate, we would match the price. Our representative advised the price option does not apply to the
reservation and offered a coupon as compensation.After
further review on July 27, 2020, Expedia was able to listen to the call made on
June 8, 2020, after the reservation was booked. The representative did not advise that a price option would be
honored. The call ended without any
advisement. On June 10, 2020 there was another call and the call was lost
as it was being escalated. There were no
other calls of recordings of any of our representatives advising that the price
option would be honored. Expedia has a
price match option and it must be completed by the customer for the price to be
honored. The hotel price guarantee, in case the price of the hotel drops (https://www.expedia.com/price-guarantee-claim). Expedia offers a Price Match Promise on
certain reservations. If the option
appears during the creation of your reservation you would select the option
that is most appealing to you for a cost
and if the fare decrease you would receive the difference back. As a courtesy
Expedia has applied a $25.00 coupon to you Expedia account for a future reservation
for a pay now hotel or flight or package reservation that includes a hotel and
flight. The coupon is valid until August
31, 2021.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, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
My husband & I had tickets back in May with *** airlines that we purchased through expedia. We recieved airline credits with expedia. We had to go to NJ this past weekend due to a death in the family, called expedia to use the credit. The employee booked us tickets and said that we will not need to pay ANYTHING. We asked him again to make sure, he said we did not need to pay anything at all for the return flights. we said okay then book it because we can not afford anything else but since it's free that it was fine. We went to the airport Monday to head back home after the funeral to be held at the *** airline terminal. We were told that expedia did not book it right and we had to pay $304 per person to get on the plane. We explained to them what expedia told us and *** said expedia did not book it correctly then. We called expedia at the terminal and expedia did not respond, after an hour on hold the plane was about to take off. We had to pay to come back home since we had work. We called expedia Tuesday and was on the line with their customer service for seven hours, going back and forth with expedia trying to ignore their employee mistake. We told them to listen to the recording and they did. The representive told us they heard the employee telling us the wrong information and booked us wrong. That we are entitled to a refund for the extra charges but that he would need to get it approved by corporate and they are not responding to his calls. He said he will call us back by wednesday 12pm. Come wednesday it is 8:30pm and still no call. We called expedia and now they are giving us the run around again. We have already been on hold and through three people for 2 hours. In total we have been on the line with expedia for over 9 hours and no one wants to give us the refund that was primosed due to their employee false information
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
my family booked a cruise through carnival out of Barcelona spain on may 30th, so we booked flights through ***/expedia to fly over on may 28th, we also bought the travel insurance through *** and it states on that insurance that we can cancel for ANY reason and get a refund. In April everything was cancelled due to travel restrictions by the president of the united states, and we ask for the refund. I have been on the phone with them for at least 40 hours on hold over the last month. I get the same response everytime "We have to call the airline, but I bought the insurance through *** not the airline and we are asking for them to honor their insurance and give us a refund. This affects 9 people, one reservation is in my name and one is under my daughters.
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that
she provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If this booking was not made with Expedia, as in her
complaint the customer mentions ***, we ask that a complaint is opened with
the correct brand.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
On January 28, 2020 we bought a travel package to go to Punta Cana (Dominican Republic) in July of this year. We bought a package for 5 people in Expedia Travel Agency. I paid for the total packageI $5,921.14 dollars including an insurance in case a change in the fly tickets or cancellation. In March because the pandemic problem, we cancel the reservation through the internet because it was impossible to call them by phone.
In April 17,2020 I received 3 deposits in may credit card of $962.13 that make a total of $2,886.39 so there is a difference of $3,034.75 that I did not received jet.
Today 6/10 I called the Expedia agency and the agent told me that the $3,034.75 is a credit that the airline will gave it to me to travel up to January 2021. The thing is that if I paid an Insurance to cover this cancellation why they do not want to return the money back?
I understand that the policy returns has change because the COVI-19, but we made the reservation in January when everything was OK
Thank you for your help
Expedia.com Response
• Jul 24, 2020
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 28, 2020, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Salt Lake City, UT to Punta Cana, Dominican Republic departing on July 16, 2020 and returning on July 22, 2020. The package includes a hotel and package plan with stay at *** - All Inclusive, Punta Cana for a check in on July 17, 2020 and a check out on July 22, 2020, for a total of $5,921.14. We understand Mr. is requesting that Expedia refund the airfare potion of his package, based on purchasing a vacation waiver plan. On March 31, 2020, Mr. used our online services to cancel the refundable hotel accommodation. *** Cancellations or Changes made after 6:59 PM local hotel time, Friday, July 10, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Therefore, the total refund for the hotel stay was, $2886.39, which was processed back to the customer original form of payment. It may take up to thirty days for Mr. to receive the deposit, depending on his financial institution.On May 30, 2020, Mr. contacted Expedia to state that he cancelled his flight online and he needs assistance in obtaining a refund. Regrettably, Expedia cannot override the package plans policies which assists in refunding cancellation or penalty fees only. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund for future penalty fees. You have purchased Vacation Waiver. Please refer to your itinerary number when calling to ask questions.https://www.expedia.com/vacation-waiver-termsSee the following terms of use disclosed to Mr. on January 28, 2020:How do I get a refund for my flight?First, contact customer service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket with that airline. When you redeem those travel credits through customer service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: the full price of the new ticket may be greater than the price of your original flight.Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policyMoreover, 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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On June 10, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. We did advise that based on *** Airways flexibility terms his reservation does not qualify for a full refund. However, see *** Airways flex policy which is listed on their website:_Penalty fees waived one-time for re-booking purposes, done on/after August 1, 2020, and travel up to January 2021.See *** Airways cancellation policy, that was provided to Mr. prior to him agreeing to book the flight reservation:*** Airways: Ticket is non-refundable, for cancellationsOn July 24, 2020, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund for hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary. On May 30, 2020, the following airfare credit confirmation was emailed to Mr.Total airline credit:$2,739.75Airline confirmation:*** (*** Airways)When you're ready to book a new trip, we're happy to help. You can reach us at 1-800-695-9022.We understand these are unprecedented times, however, 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 issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
Booked flight and hotel and now won't receive refund or price match.
I purchased a bundle deal of hotel and plane ticket through expedia in April 2020. When flight was canceled due to corona virus I was given credits for flight and hotel stay. The problem that I'm having now is that expedia won't let me bundle my credits and are making me purchase plane ticket and hotel separate driving the cost of trip 1000.00 $ more than if I could bundle the trip again. I really don't see how they can credit me for trip and then try to make me spend more money for same trip.
Expedia.com Response
• Jul 22, 2020
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 13, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Washington, DC USA to ***, Poland departing on April 9, 2020 and returning on April 20, 2020. The package included a hotel and package insurance with a stay at ***, for a check in on April 10, 2020 and a check out on April 20, 2020, $1,251.11. We understand Mr. is requesting that Expedia compensate him to help alleviate the cost to rebook his package.On April 14, 2020, Mr. contacted Expedia to cancel the flight and to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $656.83, was issued based on *** Airlines rules.Between April 14, 2020 to June 15, 2020, Mr. contacted Expedia to request a full refund for the hotel/flight. Furthermore, based on an airline schedule change the *** Airlines flight did qualify for a full refund, a total of $656.83, was processed back to Mr. original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. In regards to the hotel a voucher was created for a total of $494.28. Therefore, Expedia advised Mr. that in canceling his hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($494.28) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Covid-19 Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.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 22, 2020, Expedia contacted *** to determine if Mr., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. Expedia is a third-party intermediary, and we are subject to *** approval/denial since we act only as an agent for their product and we do not have the authority to override or to change their booking policy.Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. When Expedia receives the response from the hotel manager we will contact Mr. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the customers 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
I am seeking documentation from Expedia, that states that a flight I had purchased, had been cancelled by the airline provider. I requested this documentation on 5/26/2020 and received an email, from Expedia, that I would receive the documentation in 5 business days. I had not received the documentation within the stated time frame and upon further attempts to recurve documentation I was stalled by being placed on hold for over an hour. My flight itinerary number is
Expedia.com Response
• Jul 24, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased tickets for two passengers from Columbus, OH, USA to Chania,
Greece, departing on May 15, 2020 and returning on May 28, 2020.The
customer purchased flights on January 21, 2020 with *** for two
passengers traveling from Columbus, OH, USA to Chania, Greece, departing on May
15, 2020 and returning on May 28, 2020.The travel,
consisting of six flights to complete transit, had multiple major schedule changes.
On April 9, 2020 the customer canceled the flight online. We
contacted the airline to discuss providing a refund of the flights. They
advised that the first major schedule change occurred on March 25, 2020. They
are no longer providing refunds due to schedule change for flights that had
major changes after march 19, 2020. As such, a refund was not authorized.Air
Canada advised that the ticket can be exchanged within the validity period to new
flights with them that complete travel by March 25, 2022. The ticket validity
period is for at least one year from the original purchase date. Airlines often
have flights scheduled and available for booking for 6-8 months from the date of
booking. ***
advised via their automated system that they are allowing customers who booked
with them to transfer tickets to vouchers, which allow passengers to rebook to
use the credit up to two years, in as many exchanges as needed and for other
passengers, but have not yet rolled this out for travel agency bookings. A representative
of their company advised that rolling this out for travel agency bookings is
expected to be completed in September of 2020. In the meantime, the customer
can contact the airline directly and they will fill out a form to request a
voucher from their ticket. Once done, *** will contact the customer back
directly to advise if it was approved. Expedia
offers items from travel suppliers via our website such as flights, hotel and
cars. The terms and conditions of the items come from the travel suppliers. In this
case the airline is the merchant of record for the purchase. We hope you
understand that we are not able to affect changes to the terms and conditions
of the travel supplier. The terms and conditions include the airfare fare
rules, the *** convention and the contract of carriage. The contract of
carriage can be found on the carriers website.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
My family and I booked a trip to Hawaii for an arrival time of May 14, 2020, for our daughter's wedding, but because of a statewide lockdown from the COVID19, we had to cancel our trip. I called Expedia at that time and they did issue me a refund my trip in May. I did rebook our travel plans for the beginning week for July and again because of the statewide lockdown for the state the wedding got cancelled, so I called Expedia to explain what happens again this is beyond our control and request a refund for airline tickets that I purchased. This phone call took over three hours to where the Expedia representative advise of the airline can only issue a credit, I advise this is not acceptable, she transferred me to a supervisor who advises of the same and did state he contacted *** Airlines directly and they advise him to have me fill out an online request directed to *** Airlines Consumer Affairs to which I did. I called Expedia yesterday June 9, 2020, and advise the representative of the email from *** Airline Consumer Affairs and again spending more than one hour on phone. The Expedia representative asked me to read the email word by word for which I did and she put me on hold and called *** Airlines and when she returned told me the email was false. Please see the attached email: this is the first email response- Response Via Email (***) 06/09/2020 03:19 AM
Aloha ***,
Thank you for taking time to contact *** Airlines.
We're sorry to hear that you’re unable to travel as planned.
To receive a refund for your flight, you'll need to contact your travel agent directly to have your refund processed. If they are unsure how to process this, they may refer to the following site for information regarding waiver codes: https://www.***.com/our-services/products-and-programs/travel-agents
Thank you for choosing *** Airlines.
Mahalo,
*** | GWS
*** Airlines Reservations
the second email response:
Response Via Email (***) 06/10/2020 05:30 AM
Aloha ***,
Thank you for your email and we are sorry to hear that our services did not meet your expectations.
Please be advised that per our agreement, tickets that are not purchased directly through *** Airlines must be reissued or refunded through the issuer. You can ask Expedia to visit the link for information regarding waiver codes, visit https://www.***.com/our-services/products-and-programs/travel-agents
You can also advise them your current situation with your daughter's wedding if they can authorize the refund but we are unable to guarantee.
We appreciate the opportunity to respond to your concern and thank you for choosing *** Airlines.
Mahalo,
*** | GWS
*** Airlines Reservations
At this point, I feel Expedia did not care about me the consumer with the push back they had continuously exhibited.
Expedia.com Response
• Jul 24, 2020
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased flight for five passengers with *** Airlines for travel
to Lihue, HI on July 2, 2020 and return on July 5, 2020 and a rental car.The
customer canceled and received a refund of the rental car. However, the flights
were nonrefundable. The customer is able to exchange the flight tickets with
*** Airlines, towards new flights with the same airline for the same
passengers, within the validity of the tickets. Due to the pandemic no change
fees will be charged during the exchange.Expedia
is unable to override the terms and conditions to provide a refund. The flights
were not canceled or changed by the airline and were operating as booked. While
we understand the need to change plans, compensation is not available based on
travel changes or for other travel expenses.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
On February 26, 2020, I booked a stay at the *** hotel at Islamorada, Florida via the Expedia Group website www.expedia.com starting on March 20th until March 22nd, 2020.
Due to COVID cases in South Florida, I attempted to contact Expedia through their customer service line at +1 866 310 5768 about a possible refund or cancellation on March 16th, 2020.
Each call did not reach Customer service and was dropped on Expedia's end after 2 hour wait times.
Based on direction from Expedia's website which directs the customer to contact the hotels directly to inquire on a change or cancellation.
On March 16th and March 19th, 2020, I contacted the *** Islamorado hotel directly requesting a cancellation and a potential resolution.
*** customer service was accommodating and willing to work a solution, but was unable due to not receiving a booking or payment from Expedia for my stay. As of March 19th, *** had no record of my booking.
On March 19th, 2020, the Floriday Keys announce a full closure of all hotels, including those on Islamorada.
After attempting to contact Expedia, I cancelled my reservation and was charged the full cost of the stay, amounting to $1,023.64.
After several attempts to contact Expedia Customer Service, I was notified that their "special response team" was working my issue and would provide me with either a voucher or a refund. However, there is no contact information for the special response team that is allowed to be provided to the customer. I was told to expect a response in 30 days.
After more than a month of waiting, I contacted Expedia Customer Service and was told that, due to "technical difficulties" the response team could not contact me as of yet. Additionally, Customer Service notified me that the Hadley did not provide Expedia with a refund and will only provide a voucher.
The *** hotel had notified me on April 19th that there has been no payment from Expedia in regards to my booking, and no vouchers given to Expedia for the stay. The *** reiterated their apologies, telling me that they cannot refund me a cost that had not been dispersed to them.
In Summary:
- Expedia.com, managed by the Expedia Group, did not provide any assistance and was not available in response to rebooking or altering my stay due to the ongoing COVID situation in the Florida Keys.
- Expedia is currently withholding my payment, while falsely claiming payment could not be recuperated from the ***
- Expedia never provided payment to the *** for my booking.
- Had Expedia provided payment to the *** for my booking, the *** would refund me the full cost of the stay.
- Expedia is falsely claiming that payment/vouchers will be provided in less than 30 days. After more than 2 months, there is no reply from the "special response team"
- Expedia is delaying action and employing deceptive practices to refuse refund payments to the customer
Expedia.com Response
• Jul 21, 2020
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 26, 2020 via the Hotels.com mobile application for arrival on March 20, 2020 and departure on March 22, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** Islamorada, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, 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,Lesa GConsumer RelationsHotels.comTell us why here...
Expedia.com Response
• Jul 21, 2020
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 26, 2020 via the Hotels.com mobile application for arrival on March 20, 2020 and departure on March 22, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the ***, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, 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,Lesa GConsumer RelationsHotels.comTell us why here...
Customer Response
• Jul 22, 2020
Complaint: ***
I am rejecting this response because:
I had contacted the booked Hotel directly and they expressed that they were willing to refund me in full, but had not received payment from Expedia.
After posting this complaint, I continued to contact Expedia through their customer service portal.
Through multiple attempts, Expedia has finally agreed to refund me in FULL as seen in the attached email. Not a credit for a later reservation.
Per this email, Expedia has also claimed to have fully processed my refund on July 20th. However, my credit card provider has yet to receive any record of the refund, it is neither pending nor posted per my credit card provider's record.
Expedia is continuing to wrongly withhold my payments in the amount of $1,023.64 while claiming to have resolved the issue
Per this portal's file type restrictions, I have uploaded the email in a txt format.
Sincerely
Customer Response
• Jul 22, 2020
Complaint: ***
I am rejecting this response because:
I had contacted the booked Hotel directly and they expressed that they were willing to refund me in full, but had not received payment from Expedia.
After posting this complaint, I continued to contact Expedia through their customer service portal.
Through multiple attempts, Expedia has finally agreed to refund me in FULL as seen in the attached email. Not a credit for a later reservation.
Per this email, Expedia has also claimed to have fully processed my refund on July 20th. However, my credit card provider has yet to receive any record of the refund, it is neither pending nor posted per my credit card provider's record.
Expedia is continuing to wrongly withhold my payments in the amount of $1,023.64 while claiming to have resolved the issue
Per this portal's file type restrictions, I have uploaded the email in a txt format.
Sincerely
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. The customer was in touch with our customer care team on multiple occasions. However, during their interactions, customer care was unable to obtain approval for a refund from the hotel. As such, a future travel voucher was the best option available. After further review of the customer's booking, we were able to obtain approval for a refund from the hotel. Our records indicate the refund processed successfully and was accepted by the customer's bank on July 22, 2020. Thank you for giving us the opportunity to review this matter once more. Kind regards, The Expedia Team
Expedia.com Response
• Jul 30, 2020
Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. The customer was in touch with our customer care team on multiple occasions. However, during their interactions, customer care was unable to obtain approval for a refund from the hotel. As such, a future travel voucher was the best option available. After further review of the customer's booking, we were able to obtain approval for a refund from the hotel. Our records indicate the refund processed successfully and was accepted by the customer's bank on July 22, 2020. Thank you for giving us the opportunity to review this matter once more. Kind regards, The Expedia Team
I was making travel plans thinking that Expedia/*** would use my credit because of the covid cancellation. Well, I decided NOT do the purchase and the customer service woman said it will be refunded. That I had to use the *** airline plane only. . But according to the email I got, my trip to the stop destination was leaving me stranded at the Chicago airport with no plane to board.Then she could not find anyflights for me to get on, which on line, I saw many flights a;nd that there were no flights till august. but online I can see many Now, I look at my credit card and it was taken out of my bank!!! I called them up and they said it would be refunded...then the lady went on to reschedule my trip. That first trip she said can't be refunded..yet they left me stranded at an airport, with no other plane to get to my destination...so I asked her to refund that first purchase...then the one I made I never scheduled...*** for 647.58 which was to be refunded. The first tickedt 675. and change has not even been refunded, but according to them, if I have no where to get on, they would refund my ticket. she even tried scheduling another flight and *** airlines and they cancelled all..so yeah..I want my money back
Expedia.com Response
• Jul 29, 2020
July 29, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mrs. is requesting a refund of the fare difference of what he paid to
exchange his flight.
Our records indicate that on March 3, 2020, Mrs. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
*** Airlines, from State College, PA to Las Vegas, NV on April 4, 2020 and returning on *** Airlines April 11,
2020, picking up a car rental at the *** Rental Travel.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID-19,
for flights departing from tickets issued on/before March 2, 2020, Expedia customers would receive an airline travel
credit. This credit is simply the unused value of their current ticket to be used as a credit toward a flight on the same
airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original ticket
issue date 03MAR21.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jul 31, 2020
Complaint: ***
I am rejecting this response because:Expedia could not in good reason find a way for me to leave from Chicago leaving me stranded at that time to search for another flight on my own on their website it says it will refund me if I get no way to my destination period
I have a trip booked for Paris for my daughter and I from Sept. 12-19 (Itin #***). All indications are we won't be able to take the trip due to Coronavirus issues. I have received multiple e-mails from Expedia urging me to cancel by a certain day in order to get credits. The latest deadline was May 31.
In an effort to ensure I could get full credit to re-book next year, I called May 27 to cancel. I was told the hotel and airfare need to be canceled separately. Additionally, the hotel rate was non-refundable and without the hotel's approval, not even a credit could be issued even though the only reason I am even considering canceling this dream vacation is because of Coronavirus restrictions.
An inept customer service agent tried to contact the hotel but came back on the line saying he couldn't understand the language when he called so he would have to e-mail them. In the meantime, I had found the contact the property function on Expedia's site and reached out on my own. I was assured by the agent the May 31 deadline provided in the May 20 e-mail from Expedia meant little and that I would still be able to cancel after that date - I just might have a year as opposed to two to rebook.
I had received an e-mail from the hotel May 29 indicating they would extend credit through May 31, 2021. Unfortunately, as this is the third trip I've had to cancel this year that needs to be re-booked next year and I have to work around school and work schedules, I feared May 31 wouldn't be long enough. I reached back to the hotel to request a further extension but also called Expedia back June 1 to see if they could help.
I had yet another 45 minute plus wait and yet another customer service agent who could do nothing for me. He had no idea what I had already done, said he couldn't find a number for the hotel to call, then said he too called but couldn't understand the language. I was transferred to a supervisor Ellen who indicated they would keep working with the hotel and she assigned me a case number (***).
June 3 I received an e-mail from the hotel indicating they could extend my credit to August 31, 2021. I immediately forwarded it to the Expedia customer service team. I received a response the same day from Venice at Expedia indicating they would apply the credit.
That same day, I tried to click the link I had received May 20 to cancel my flight. I was taken to a screen indicating:
We're sorry
Unfortunately, we can't process your request because it is too close to your cancellation date. Please check your itinerary for more information about how to contact us.
I then tried to go directly to the Expedia site and sign in to my trip and cancel from there. Doing that I was taken to a screen that indicated what credit I would receive but also indicating there would be a penalty of $300 per ticket upon rebooking.
If I go to *** site, they indicate:
Need to change upcoming travel?
To help with uncertainty around future travel, you now have until June 30 to change or cancel any travel you’ve booked through the end of the year without fees. For additional flexibility, if you make new travel plans by June 30, you'll be able to change or cancel those flights you booked with no change fee.
You may be able to request a refund online or by contacting us if your flight has been affected by a significant schedule change or if your flight was canceled without another option.
I sent yet another e-mail to customer service about the discrepancy and asked for help getting the credit properly applied to my account. I got back an obviously generic response - cut and paste directly from some script customer service agents are provided as opposed to truly looking into my case to see all that had been done and what help I needed.
I called again June 9 to try to get everything addressed once and for all. Again, I waited for 20 + minutes and spoke to an agent who had no idea what was going on. I was repeatedly put on hold and told he was looking into the history of my case. Yet when he returned to the call he still had no idea what I had worked out with the hotel and didn't even show a credit on my account. Frustrated, I asked to be transferred to a supervisor. I spoke to Brian. I got the same song and dance about needing to look at the history of my case and he too somehow never found the communication with the hotel, their confirmation of the credit, any credit on my account.
I don't know how Expedia can function as a company when their customer service team is so worthless. Brian had the nerve to say to me he was doing the best he could to understand how credits were being applied since they have never had to deal with things like this before. How dare he!!!! None of us have had to deal with a global pandemic so completely disrupting our lives. But as a company that provides travel services, Expedia NEEDS to know. And they have had months to figure it out.
I have NO confidence in them. Yet I will be forced to use them to rebook because they are the method I used initially.
Customers like myself use a service like Expedia for a couple reasons:
1) Convenience of booking all aspects of a trip in one location. On the flip of that, to be able to cancel those aspects in one location as well by using their service.
2) As the booking entity, they should be an advocate for their customers. I should be able to speak to their team and get accurate, consistent information. They should know how to communicate with their travel partners and how to apply credits.
In the unprecedented time we are living in, I've had to test these benefits. They have failed miserably.
Expedia.com Response
• Aug 04, 2020
August 4, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mrs. *** is requesting a future travel credit to rebook due to the COVID-19.
Our records indicate that on November 25, 2019, Mrs. ***, 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 from Chicago, IL, to Paris, France on
September 12, 2020 and returning on September 12, 2020 with stay at the *** with added Travel Protection Package Protection Plan.
We would like to inform you, we have contacted *** Airlines regarding a refund request due to the schedule change for Mrs. on her
reservation. According to ***, we were able to apply for the request on the airline’s website. They are researching this matter and will provide an
appropriate response as soon as possible. Regrettably, the airline has advised they are facing an exceptionally high amount of enquiries. Consequently,
handling your case may take more than 14 business days for a response.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have four airline reservations on three airlines in Southeast Asia booked through Expedia in June and July, 2020. Based on current events, the airline has cancelled each flight with no action of my own. No alternative services are available from these airlines on or near the planned travel dates, given the border closures in the region.
The Conditions of Carriage of all three airlines includes an "Involuntary Refund" clause stipulating that the passenger is entitled to a full refund if the airlines "cancel a flight or fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a reservation." This condition has been met for each of the four reservations.
When contacted directly, each airline has indicated that refunds must he handled through Expedia as the booking agent. Expedia has been less than helpful in resolving this claim (I am currently "on hold" for a supervisor for 1 hour and 54 minutes). Therefore I am appealing to Revdex.com prior to seeking further remedies.
Expedia.com Response
• Jul 25, 2020
July 25, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number ***
regarding a refund. We understand that Mr. is requesting a refund of $1990.64. Upon further
research, we were unable to locate an Expedia account with a reservation
related to the dollar amount listed in the complaint. We respectfully request that you provide us
with the itinerary number(s) of the booking(s) and/or the email address used at
the time of booking. The requested
information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di FCorporate
Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
Hello - thanks to Revdex.com and Expedia for your attention to this matter. I selected the 'reject' option because I did not see a simple 'reply' option, but here is the additional information that Expedia requested. I have attached a summary of detailed information (flights, dates, ticket/itinerary numbers, etc.) for your action.
The dollar amount indicated in the original complaint represented four (4) separate Expedia itineraries that were cancelled by three different airlines (*** Airways, *** Airlines, and ***).
For all of these itineraries, the airlines cancelled my flight reservations, and in some cases all service between city pairs. All cancellations were airline-initiated; no action was taken on my part to cancel these reservations. The Conditions of Carriage of each airline contains an Involuntary Refund provision stipulating that the passenger is entitled to a full refund in this circumstance.
Each airline has also made clear that Expedia, acting as my travel agent, is responsible for working with the airline on my behalf to obtain the refunds.
Since by initial BB complaint, with Expedia's assistance, *** Airways has process a refund for two of these itineraries. The two *** Airways itineraries have been refunded to the original payment method and are resolved.
The two outstanding cases are as follows:
1.) *** (Expedia Itinerary ***): I was contacted by the airline on 29 July in response to a consumer complaint to the US Department of Transportation. *** INDICATED THAT EXPEDIA, AS MY TRAVEL AGENT, MUST CONTACT *** AT THE EMAIL BELOW TO PROCESS THE REFUND. The text of the 29 July message from *** is as follows:
"Our Ref No: ***29 July 2020Mr ***By email: ***Dear Mr ***,I refer to the e-mail dated 14 July, from U.S. Department of Transportation. On behalf of ***, I welcome the opportunity to respond to you.I regret your disappointment and inconvenience experienced due to the delay in refund of your unused e-tickets issued under booking reference ***.Our records show that the above booking was made/e-ticket purchased through your travel agent. Customers who have booked through travel agents should contact their travel agent for assistance/refunds.In order to ensure a smooth turnaround of refund requests throughout our network , all refunds are being centrally handled in Dubai. Therefore, you are kindly requested to inform your travel agent to submit the refund application to the following e-mail address ***.com. Please inform me once the refund application is submitted and I will follow up with our Central Refunds team to expedite the refund.Whilst I note your disappointment, I am sure you will appreciate, this is an extraordinary situation, wholly outside the control of ***.We are grateful for your understanding in this regard and thank you for allowing me respond.Yours sincerely,Mabel DCustomer Affairs***"
2.) *** AIRLINES (Expedia Itinerary ***): *** Airlines has also indicated the need to process refunds through the booking travel agent, Expedia, when contacted directly. I am unable to make progress in processing this refund without action on the part of Expedia. Expedia as notified about the need to intervene to refund the *** itinerary as far back as June, 2020.
The U.S. Department of Transportation was also notified about the *** airlines itinerary and the difficulty in holding Expedia and *** airlines to the Involuntary Refund provisions of the Conditions of Carriage.
Please do not hesitate to reach out if you have additional information needs to process these refunds.
Sincerely
Expedia.com Response
• Aug 03, 2020
August 3, 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 of for $784.56 for the cancelled
flights on two itineraries.Our records indicate on March 1, 2020, Mr. or an authorized user of the Expedia account, self-booked four
one way flights on ***, departing on
July 9, 2020 from Penang, ***, to Singapore, Singapore via ***.From June 9, 2020 through June 18, 2020, there have been multiple emails sent between Expedia and *** and
Expedia and the customer regarding the request for a refund for the cancelled
flights. Expedia sent the refund forms to Emirate’s on numerous occasions and
received an email from Mr. thanking us for assisting him.After further review on August 3, 2020, Expedia was able to verify the previous
refund request to *** have notbeen responded to. Expedia sent the
refund documents to another email address with ***, *** shall issue
the refund to the original card charged as they were the merchant of record.Our records indicate on March 1, 2020, Mr. or an authorized user of the Expedia
account, self-booked four one way flights on ***
Airlines, departing on July 5, 2020 from Kuala
Lumpur, ***, to Penang, *** via ***.We can confirm on May 16, 2020, Expedia emailed the customer advising the airline had an involuntary
schedule change and gave an option for another flight asking for them to
contact us within 72 hours.On June 9, 2020
through July 3, 2020, the customer called
in due to the airline schedule change. Our representative advised a future travel credit was applicable and the
customer advised he wanted a refund. Our
representative reviewed the airline policy and verified they are only offering
a credit option, the customer request to speak with a Supervisor, The Supervisor noted the customer was advised of ***
Airlines policy and he disagreed
with it. The Supervisor advised ***
Airlines does not allow a refund and only allows a future travel credit.After further review on August 3, 2020,
Expedia resubmitted the refund request to ***, *** will issue a refund to the original
form of payment as emirate was to original merchant of record. Expedia confirmed the *** Airlines
policy is a future travel credit, the ticket are not refundable. ***
Airlines policy states unlimited voluntary date change (Waiver
of Date change fee) & flexibility of destination change (Re-routing)
Options: a)
flexibility of unlimited date/destination change (Rerouting from Original
Ticket). Rebooking must be made
by 31 December 2020 and Travel must be completed by 30 June 2021. The customer must contact our Customer
service Department at 877-227-7481 to exchange the *** Airlines ticket.
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. *** and *** Airlines were the operating carriers and
merchants of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms
of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Please accept our apologies for any inconvenience
that you may have experienced due to the COVID19 pandemic.
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.
We booked our honeymoon through Expedia.com. We booked a package, including roundtrip flights and a 4 night stay in the Bahamas at an all inclusive resort. We received an email that our flights had been changed, and as we logged into our account to view the change, we noticed that we no longer had a flight going from Los Angeles to the Bahamas. We called customer support and were told that due to Coronavirus, our flight had been cancelled. This resulted in a full refund. In addition, they told us the resort was closed until the end of June, 2020. Our trip was scheduled for June 21-26th, 2020. Luckily we called, because we had no idea of this closure. We were told that because we purchased a non-refundable resort, we were not entitled to a refund. This is unacceptable, as the resort is closed. We are not at fault for this cancellation. When we contacted the resort, they said we had to go through Expedia for a refund, as they are the one who billed us.
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation under itinerary ***. Our
records indicate that on December 20, 2019, the customer, or an authorized user
of the Expedia account, self-booked a package for two passengers on Expedia's
website, under itinerary ***. The booking included a roundtrip flight
and a nonrefundable hotel stay at Warwick Paradise Island- All Inclusive-
Adults Only, Paradise Island, New Providence, Bahamas.Upon
research, airline-initiated schedule changes occurred on the customer’s flights,
which resulted in their cancellation and a full refund. Subsequently, the
customer requested to cancel the hotel. Due to the nonrefundable policy of the booking,
Expedia contacted the hotel for a waiver of the penalty. We were advised that due
to COVID-19 the property will be closed until the end of June.On
July 11, 2020, Expedia contacted the hotel but wasn’t able to reach anyone. We
sent an email to the hotel’s management, requesting a full refund of the
booking. It may take up to 10 business days for the property to respond. We
will notify the customer as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses, omissions,
delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Expedia has refunded our money in full today, 7/24/20. Thank you for your support with this case.
Expedia.com Response
• Jul 24, 2020
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***) along with the
documentation she provided. Please be advised, that in response to our email
from July 11, 2020, the hotel sent their authorization of the nonrefundable
penalty. On July 24, 2020, Expedia issued a full refund of
the hotel reservation in the amount of $1,124.79 back to the customer’s
original form of payment. It may take up to two billing cycles for the refund
to process, depending on Ms.’s financial institution. 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,Gayana W Corporate Correspondence Team
My husband and I booked a flight and hotel to Iceland prior the the COVID-19 pandemic. The flight and vacation were for our spring break in mid-March. As the COVID-19 pandemic started, my husband's work informed him they were not allowing employees to travel out of the country, so we changed flight and hotel to a July date. We were charged a substantial fee ($600.00) for this. We contacted customer support about the fees and they said they would look into it. They never got back to us.
On July 7, 2020 we received an email from Expedia stating that *** air had changed one of flights and that we would not be able to make a connection and therefore we could cancel the flight or get a voucher. We chose to cancel. They said not further action was needed, that a refund would be given in about 8 weeks.
Yesterday, June 10, 2020 we decided we need to check with customer service about the hotel, as the email did not mention the hotel. We chose to communicate via chat as our hold times in the March were ridiculous. As it turns out, chat is no better. We were passed around from agent to agent with reasons such as I am not able to help in this, or I do not have authority etc. This went on for a couple of hours and still no resolution. They said we had to call the hotel directly, the hotel says Expedia is responsible. We are just getting the runaround. No one seems to be able to help us.
As we booked the vacation as a package, we feel it is Expedia's responsibility to help with the whole trip - not just the flight. It makes no sense not to offer to cancel flights, but not the hotel.
We have used Expedia to book several vacations - this is the first time we have had issues. Booking is quick and easy, but our experience with customer service when this issue arose as been horrendous - this is an aspect Expedia needs to drastically improve.
August 19, 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 packaged reservation.Our records reflect a round-trip fare with ***
departing Dallas, TX to Reykjavik,
Iceland on March 9, 2020, and returning March 14, 2020 for two adults.
And a five night stay at the *** hotel by *** hotels. We understand Ms. is requesting to receive
either a credit for the hotel and flight reservations, or a refund including
the $600.00 change fee charged on March 6, 2020.We
contacted *** via email requesting to authorize a refund who agreed to
allow a full refund including the change fees charged for the exchange made on March
6, 2020. On
July 9, 2020, The *** hotel emailed Expedia noting they are not allowing a
full refund, however they have agreed to process the full amount of the reservation
in the form of a voucher which can be used for a future stay. The hotel mentioned
Ms. may contact the property directly to receive the voucher. We
contacted Ms. and provided her with options to keep the flight reservation
as future travel credit, or receive a refund. She mentioned she would like to keep
the future travel credit with ***, however receive a refund for the $600
change fee imposed as she already accepted the voucher from the *** hotel. A
refund has been processed in the amount of $600 to the original form of payment.
The conditions of the flight credit are as follows: • Must be booked on same airline • Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) • Please ensure to re-book/reissue within the original ticket validity, which
is one year from original date of issue which is September 24, 2019 • Re-routing is permitted • No restriction on new travel dates into 2021 • Any applicable fare difference must be collected at the time of reissueWe 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,Michael ***Corporate Correspondence Team
I am a hospital healthcare worker in the NY-NJ area who was directly affected by the COVID-19 pandemic, requiring me to cancel travel for my family of 4 in late March. At the time, Expedia indicated that they issued me a $1366.40 flight credit, but that redeeming it required that my make-up flights occur before November 15, 2020. I am now trying to redeem the credit. Expedia will not do this online and mandates that it be done via live phone call. They provide no phone number. When you use their general customer support number, the automated menu has no option for flight credit redemption. When you speak with a customer service representative, they indicate that they have to get approval for the transaction from a supervisor. They then put you on hold for the supervisor, and after 15-20 minutes of hold time, the call is disconnected from their end. I have now had this happen 6 consecutive times. This appears to be a deliberately chosen process to create barriers to customers redeeming the credits they are owed.
August 14, 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 a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Newark, NJ to Raleigh,
NC on March 26, 2020, and returning March 29, 2020 for two adults and two
children under itinerary ***. We
understand Mr. is
requesting to change her flights using the future travel credit with United
airlines, or retrieve a full refund.
On June
11, 2020, Mr. or an authorized user of the account called
to inquire on using her travel credit. An Expedia representative assisted the
customer with the changes to reflect new dates departing November 4, 2020, and
returning November 8, 2020. New tickets have been issued and the customer is
confirmed to travel on these dates.
No further
action has been taken as Mr. request has
been fulfilled.
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,Michael ***Corporate Correspondence Team
I had booked a trip through Expedia for May 26-June 1st. My trip package included three round trip flights, a car rental, and the cancellation plan for my flights. I had purchased this package 3/1 and my cancellation plan started its coverage 3/2. I attempted to cancel my trip several times in March and in April but they wouldn’t allow me to until my trip date was close due to COVID and the large amount of cancellations they were receiving, I was finally allowed to about a month before it. Expedia said I could expect a refund in about 30 days, I received my refund for the car, but now they are saying they won’t refund my flights because of COVID and *** issued me a voucher. The cancellation plan said it covered me 100% for cancellation or interruption but now they won’t honor it.
August 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a
refund of $620.43.Our records indicate on March 2, 2020, Mr. *** or an authorized user of the Expedia account, self-booked three
round trip flights on *** Airlines, departing on May 26, 2020 from Detroit, MI to Fort
Myers, FL and returning on June 1, 2020 along with a six day rental car
from ***, the Collision Damage Plan and the Cancellation Plan via ***. We can confirm on April 1, 2020, Expedia processed a refund for $509.74 to the
original card that was charged; $70.00
for the Collision Damage Plan and $439.74 was for the *** rental car.On May 25, 2020, the customer
called in to get refund of the future travel credit. Our representative explained that the
tickets were non-refundable. The representative advised due to COVID19 *** Airline
was allowing future travel credits without any penalties, if there is an
increase in the fare it would be the customer responsibility. Our representative advised since they have protection,
they may contact the provider and they will advise them of their policy and it
would be subject to their approval.After further review on August 3,
2020, Expedia reviewed the Expedia
account and the *** Airlines policy. *** Airlie policy states the ticket can be exchange free of an
exchange fee; the tickets are no refundable. New travel must depart on/after 01 Oct 2020 and be completed
on/before 30 Sep 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 when they
are read to exchange the tickets. The customer would need to communicate with the provider of the protection and
they will determine the validity of the claim, if submitted. Our protection can only be cancelled prior to
the 15 day of it being added; otherwise it is non-refundable.We understand that you are 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. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.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.
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 purchased a cancellation policy from your website. This policy is not from delta, I understand my tickets were non-refundable. Your website offered me this policy and it should be honored. If this policy is not honored why can you sell it to your customers? This policy claimed I would be 100% covered in the event of interruption or a cancellation.
Sincerely
August 6, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that
Expedia honor the protection that was purchased. Expedia stands behind our previous
response. We have verified since the last Revdex.com complaint was addressed on August
3, 2020, there have not been
any changes, calls or inquires on the account. *** Airlines policy states the
tickets can be exchanged free of the exchange fee; the tickets are not refundable. New travel must depart
on/after 01 Oct 2020 and be completed on/before 30 Sep 2022. The customer needs to contact our Customer Service Department at 877-227-7481 when they are read to exchange the tickets.Expedia is not the provider
of the protection; AIG is the provider although the protection is offered to customer on our site. When our customers accept the protection,
they must follow the guidelines set by the company (AIG). AIG requires a claim
to be file with them for the protection. Expedia does not make any decision regarding
claims, they are all decided by the company that protection was purchased from. The customer needs to communicate with the provider of the protection AIG
at 1-855-400-2624. AIG will determine the validity of the claim, if
submitted. Based on the above Expedia will not honor
a refund request. 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
Flight was canceled by *** airlines due to the U.S. not allowing flight travel because of the Corona Virus. I was given a credit instead of a refund.
Flight Itinerary # *** Apr 10, 2020 - Apr 18, 2020
July 27, 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 $977.10 for the reservation.
Our records indicate on January 15, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** departing
on April 10, 2020 from Boston, MA, USA to Boston, MA and returning on April 18, 2020, with a
seven day rental car with ***, via ***.We can confirm on April 7, 2020, the
customer called in and wanted to know about the
process for cancelling the flight and car reservation. Our representative advised the airline is
giving a future travel credit and the car reservation was cancelled with a full
refund.On April 9, 2020, the
customer CHATTED with our online team and confirmed
a refund for car reservation. Our
representative advised that the refund was processed and advised of the
expected time frame to receive the refund. A refund receipt of the car rental
refund was emailed to the email address on file.After further review on July 27, 2020, Expedia
verified the *** reservation is showing the reservation/flights were
cancelled on April 7, 2020. Icelandair
policy states there are no
restrictions on new travel dates into 2021. Ticket van be reissued once and are valid one
year from original date of issue (January 15, 2020). New tickets need to be
reissued prior to January 15, 2021. The
customer needs to contact our Customer Service Department at 877-227-7481 and get the tickets reissued> *** advises the ticket can be rerouted
and the exchange fee is being waived.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I ordered plane tickets from Detroit to San Diego for the *** Conference & Expo on March 5th for 3 of my employees to fly out there from March 18 - March 22. I ordered the airline tickets through Expedia.com and then the Covid-19 hit the US and GAF cancelled the Conference. Now they will not give me the money back of $2,048.40 ($682.80 for each). They have no desire to go anywhere in the US for the next two years. Only they can use the tickets that were issued to them not anyone else. (We would take that, to issue it to someone else if we can't get our money back)
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***. ***.The
customer purchased roundtrip flights for three passengers from Detroit, MI to
San Diego, CA, with travel starting on March 18, 2020.The
customer canceled the flights on March 12, 2020. The original flights were
operating normally. As the tickets were nonrefundable, a refund cannot be
provided. Expedia is unable to provide compensation for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I had emailed Expedia and they sent this back to me, so I am waiting for a response from Customer Service Tier 3!!!
Requested Email: Flight Billing and Refunds - Itin: *** - Case ID : [REQ:***]***@expedia.com Thu, Jul 23, 2:26 PM (6 days ago) Dear ***,
We are contacting you on behalf of the offices of ***. We have received your email concerning your flight reservation. Your case has been assigned to our team to investigate the issue you have addressed. We will be in contact with you once we have completed our investigation.
Due to the global outbreak concerning the Coronavirus (COVID-19), we are currently experiencing a high volume of cases preventing us from responding within our normal standards. We apologize for any inconvenience this may cause and assure that we are working diligently to have each case resolved in a timely manner.
Should you have any additional concerns, please feel free to reply to this email and reference your case number ***.
Sincerely,
Executive Customer Relations Team
Sincerely
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case S-*** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***, from ***.
***.There are multiple ways to contact Expedia with inquiries
and requests. The channel that the customer contacted will be the channel to
contact them back. They will not be writing back via the Revdex.com forum. The method
of contact is often the same used by the customer; however, contact can be via
phone, email or written letter.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise SCorporate Correspondence Team
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. They did respond via email and I have received the full refund.
Sincerely
I made a non refundable reservation through Expedia for a hotel in Florida for mid-late March. (I purchased trip insurance that is not covering Covid related cancellations.) My trip was planned right when things were beginning to shut down due to Covid. I called the hotel to ask if they would consider refunding room since beaches/restaurants were beginning to close, and I did not want to take my children on an airplane and risk not being able to return home. The hotel graciously said they would not be charging for any rooms during this time, but I would need to cancel through Expedia since that is where I made the reservation. I called morning/noon/ and night to try and reach Expedia, to no avail, so I just cancelled online without talking to anyone at Expedia. (I also made numerous attempts to communicate via online chat option) I cancelled payment on my credit card until I could talk directly with Expedia. Fast forward 3 months, I am still being charged by Expedia. I once again spoke with the hotel. They confirmed they did not charge or receive any money from Expedia for this reservation. I have called Expedia multiple times, continually being put off. The last man I spoke to said he would have an answer for me in no more than 72 hours only to then get a follow up email stating it will take 4 weeks or longer to resolve. That would make it over 4 months! The hotel did not receive ANY money for this reservation. Expedia is very difficult to communicate with. I would like a refund. .
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 20th, 2020 via Expedia website for arrival on March 15th, 2020 and departure on March 20th, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.June 11th through July 22nd, the customer contacted our customer care team requesting a refund for the unused hotel stay. Customer care was able to obtain a waiver for the cancellation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $3,769.85 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia 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
Nature of complaint: Expedia refuses to refund cost of flight, claiming 24 hour cancellation policy was not followed
Date booked: Evening of March 11, 2020
Amount sought in refund: $1,018.74
Circumstances in detail:
In March, my daughter was in Denmark for a study-away college program. On March 11, 2020, the program was suspended due to coronavirus and students advised to return home as soon as possible.
At that time, my daughter was midway through a 14-day quarantine after being exposed to an individual who tested positive for coronavirus. I booked her on a flight scheduled for the morning after her quarantine period ended.
The evening of March 11, 2020, President Trump announced that he was halting “all travel from Europe to the United States for 30 days.” [source: www.whitehouse.gov, transcript of March 11, 2020 declaration] He neglected to clarify that this travel ban did not apply to US citizens.
In response to Trump’s declaration, I booked my daughter a second flight home via Expedia with travel on March 13. Per Expedia’s 24-hour cancellation policy, I understood I would not be charged if I canceled by the evening of March 12.
The morning of March 12, I learned the president’s travel ban did not include US citizens. I immediately attempted to cancel the March 13 flight via the Expedia website. According to the website, cancellation required communication with an Expedia representative. My exhaustive attempts to reach a representative throughout the day and night of March 12 were unsuccessful because Expedia’s phone lines, virtual chat, and website were overwhelmed by demand for service.
Because I was unable to connect with a representative, I was unable to cancel the March 13 flight within the 24-hour time frame. Additional attempts to resolve the issue via Expedia, including a communication through their complaint network, have proven equally unsuccessful.
Attempts to have the charge refunded through my credit card company’s Dispute Charge process have likewise been unsuccessful because they claim I did not follow the cancellation policy requirements--despite my repeated attempts to do so.
I am now contacting the Revdex.com for assistance in resolving this matter, ie, receiving a full refund or equivalent compensation. Thank you for your help.
July 28, 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 Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 12, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Copenhagen, Denmark to Boston, MA USA departing on March 13, 2020, for a total of $1018.74. We understand Ms. is requesting that Expedia refund the reservation based on her inability to void/cancel the trip related to the Coronavirus travel disruptions.
On March 13, 2020, it appears that the reservation status shows suspended as the flight was not cancelled prior to departure. However, Expedia confirmed that *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary.
Additionally, Ms. 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.
Upon further review, on July 28, 2020, we processed a refund of $1018.74 on behalf of Ms.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund will post back to the customer’s original form of payment and it may take up 30 days for Ms. to receive the refund, depending on her financial institution.
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
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
Actually, Expedia deserves 0 stars. We booked a flight through Expedia on *** Airlines for May, 2020, when *** Airlines was forced to cancel the flight due to COVID. WE ARE TRYING to rebook a flight using our credit and have gotten NOWHERE. My husband has been on the phone for four and one half hours speaking to reps from India only to be put on hold or ultimately receiving a HANG UP. It is so easy to book with Expedia but impossible to utilize the credit due to a Pandemic. This is bad business, fodder for a lawsuit, unethical, and I will tell everyone I know and write on all social media to NEVER use Expedia unless you like being cheated.
I purchased a round-trip ticket from Chicago to Fort Lauderdale and 2 night hotel stay for $597.39. In speak with a Representative about the booking I asked the question if I find the same booking at a lower price will I receive a refund/price match. The representative informed me I would, therefore I purchased the package. So on the 10th of June I was on the website again trying to see if purchase went down. I noticed that purchase went down by $123.14, so I called Expedia and spoke to a manager that stated that price matching is only for hotel stays not combined package for flight/hotel. I expressed to him that the representative I spoke with on the 8th of June didn't state that to me, I even clarified with the representative that they would indeed price match and honor the difference. I asked him could I cancel the whole thing and receive my refund that way, he stated that if I did that I would have a credit with the airline company, at which I didn't want to do because I wasn't sure if I would use that airline again. I then informed him that I would just like for them to honor there word as a business. He stated again there was nothing he could do.
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for the difference she saw in pricing.
Our records
indicate on June 8, 2020, Ms. or an authorized user of
the Expedia account, self-booked two round trip flight on *** departing on November
27, 2020 from Chicago, IL, USA to Fort Lauderdale, FL and returning on December
5, 2020, with a two night hotel stay at *** Hotel on *** via ***. The customer called in to change the reservation
to another date. Our representative
advised of the policies and did not make any changes to the reservation. We
can confirm on June 10, 2020, the customer called in to make the changes.
She wanted to change to another hotel. Our representative advised that the reservation would need to be
cancelled and rebooked. The customer advised
that she is getting a lower price. Our
representative advised the airline fare is non-refundable and the hotel can be
refunded. The customer asked for a Supervisor. The call
was escalated, the customer advised she was able to see a lower price on the website
and she wanted that price. She advised
she had been told by the representative who assisted her with the booking that at
any point if she saw a lower rate, we would match the price. Our representative advised the price option does not apply to the
reservation and offered a coupon as compensation.After
further review on July 27, 2020, Expedia was able to listen to the call made on
June 8, 2020, after the reservation was booked. The representative did not advise that a price option would be
honored. The call ended without any
advisement. On June 10, 2020 there was another call and the call was lost
as it was being escalated. There were no
other calls of recordings of any of our representatives advising that the price
option would be honored. Expedia has a
price match option and it must be completed by the customer for the price to be
honored. The hotel price guarantee, in case the price of the hotel drops (https://www.expedia.com/price-guarantee-claim). Expedia offers a Price Match Promise on
certain reservations. If the option
appears during the creation of your reservation you would select the option
that is most appealing to you for a cost
and if the fare decrease you would receive the difference back. As a courtesy
Expedia has applied a $25.00 coupon to you Expedia account for a future reservation
for a pay now hotel or flight or package reservation that includes a hotel and
flight. The coupon is valid until August
31, 2021.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, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
My husband & I had tickets back in May with *** airlines that we purchased through expedia. We recieved airline credits with expedia. We had to go to NJ this past weekend due to a death in the family, called expedia to use the credit. The employee booked us tickets and said that we will not need to pay ANYTHING. We asked him again to make sure, he said we did not need to pay anything at all for the return flights. we said okay then book it because we can not afford anything else but since it's free that it was fine. We went to the airport Monday to head back home after the funeral to be held at the *** airline terminal. We were told that expedia did not book it right and we had to pay $304 per person to get on the plane. We explained to them what expedia told us and *** said expedia did not book it correctly then. We called expedia at the terminal and expedia did not respond, after an hour on hold the plane was about to take off. We had to pay to come back home since we had work. We called expedia Tuesday and was on the line with their customer service for seven hours, going back and forth with expedia trying to ignore their employee mistake. We told them to listen to the recording and they did. The representive told us they heard the employee telling us the wrong information and booked us wrong. That we are entitled to a refund for the extra charges but that he would need to get it approved by corporate and they are not responding to his calls. He said he will call us back by wednesday 12pm. Come wednesday it is 8:30pm and still no call. We called expedia and now they are giving us the run around again. We have already been on hold and through three people for 2 hours. In total we have been on the line with expedia for over 9 hours and no one wants to give us the refund that was primosed due to their employee false information
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
my family booked a cruise through carnival out of Barcelona spain on may 30th, so we booked flights through ***/expedia to fly over on may 28th, we also bought the travel insurance through *** and it states on that insurance that we can cancel for ANY reason and get a refund. In April everything was cancelled due to travel restrictions by the president of the united states, and we ask for the refund. I have been on the phone with them for at least 40 hours on hold over the last month. I get the same response everytime "We have to call the airline, but I bought the insurance through *** not the airline and we are asking for them to honor their insurance and give us a refund. This affects 9 people, one reservation is in my name and one is under my daughters.
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that
she provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If this booking was not made with Expedia, as in her
complaint the customer mentions ***, we ask that a complaint is opened with
the correct brand.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
On January 28, 2020 we bought a travel package to go to Punta Cana (Dominican Republic) in July of this year. We bought a package for 5 people in Expedia Travel Agency. I paid for the total packageI $5,921.14 dollars including an insurance in case a change in the fly tickets or cancellation. In March because the pandemic problem, we cancel the reservation through the internet because it was impossible to call them by phone.
In April 17,2020 I received 3 deposits in may credit card of $962.13 that make a total of $2,886.39 so there is a difference of $3,034.75 that I did not received jet.
Today 6/10 I called the Expedia agency and the agent told me that the $3,034.75 is a credit that the airline will gave it to me to travel up to January 2021. The thing is that if I paid an Insurance to cover this cancellation why they do not want to return the money back?
I understand that the policy returns has change because the COVI-19, but we made the reservation in January when everything was OK
Thank you for your help
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 28, 2020, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Salt Lake City, UT to Punta Cana, Dominican Republic departing on July 16, 2020 and returning on July 22, 2020. The package includes a hotel and package plan with stay at *** - All Inclusive, Punta Cana for a check in on July 17, 2020 and a check out on July 22, 2020, for a total of $5,921.14. We understand Mr. is requesting that Expedia refund the airfare potion of his package, based on purchasing a vacation waiver plan. On March 31, 2020, Mr. used our online services to cancel the refundable hotel accommodation. *** Cancellations or Changes made after 6:59 PM local hotel time, Friday, July 10, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Therefore, the total refund for the hotel stay was, $2886.39, which was processed back to the customer original form of payment. It may take up to thirty days for Mr. to receive the deposit, depending on his financial institution.On May 30, 2020, Mr. contacted Expedia to state that he cancelled his flight online and he needs assistance in obtaining a refund. Regrettably, Expedia cannot override the package plans policies which assists in refunding cancellation or penalty fees only. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund for future penalty fees. You have purchased Vacation Waiver. Please refer to your itinerary number when calling to ask questions.https://www.expedia.com/vacation-waiver-termsSee the following terms of use disclosed to Mr. on January 28, 2020:How do I get a refund for my flight?First, contact customer service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket with that airline. When you redeem those travel credits through customer service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: the full price of the new ticket may be greater than the price of your original flight.Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policyMoreover, 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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On June 10, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. We did advise that based on *** Airways flexibility terms his reservation does not qualify for a full refund. However, see *** Airways flex policy which is listed on their website:_Penalty fees waived one-time for re-booking purposes, done on/after August 1, 2020, and travel up to January 2021.See *** Airways cancellation policy, that was provided to Mr. prior to him agreeing to book the flight reservation:*** Airways: Ticket is non-refundable, for cancellationsOn July 24, 2020, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund for hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary. On May 30, 2020, the following airfare credit confirmation was emailed to Mr.Total airline credit:$2,739.75Airline confirmation:*** (*** Airways)When you're ready to book a new trip, we're happy to help. You can reach us at 1-800-695-9022.We understand these are unprecedented times, however, 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 issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
Booked flight and hotel and now won't receive refund or price match.
I purchased a bundle deal of hotel and plane ticket through expedia in April 2020. When flight was canceled due to corona virus I was given credits for flight and hotel stay. The problem that I'm having now is that expedia won't let me bundle my credits and are making me purchase plane ticket and hotel separate driving the cost of trip 1000.00 $ more than if I could bundle the trip again. I really don't see how they can credit me for trip and then try to make me spend more money for same trip.
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 13, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Washington, DC USA to ***, Poland departing on April 9, 2020 and returning on April 20, 2020. The package included a hotel and package insurance with a stay at ***, for a check in on April 10, 2020 and a check out on April 20, 2020, $1,251.11. We understand Mr. is requesting that Expedia compensate him to help alleviate the cost to rebook his package.On April 14, 2020, Mr. contacted Expedia to cancel the flight and to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $656.83, was issued based on *** Airlines rules.Between April 14, 2020 to June 15, 2020, Mr. contacted Expedia to request a full refund for the hotel/flight. Furthermore, based on an airline schedule change the *** Airlines flight did qualify for a full refund, a total of $656.83, was processed back to Mr. original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. In regards to the hotel a voucher was created for a total of $494.28. Therefore, Expedia advised Mr. that in canceling his hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($494.28) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Covid-19 Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.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 22, 2020, Expedia contacted *** to determine if Mr., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. Expedia is a third-party intermediary, and we are subject to *** approval/denial since we act only as an agent for their product and we do not have the authority to override or to change their booking policy.Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. When Expedia receives the response from the hotel manager we will contact Mr. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the customers 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
I am seeking documentation from Expedia, that states that a flight I had purchased, had been cancelled by the airline provider. I requested this documentation on 5/26/2020 and received an email, from Expedia, that I would receive the documentation in 5 business days. I had not received the documentation within the stated time frame and upon further attempts to recurve documentation I was stalled by being placed on hold for over an hour. My flight itinerary number is
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased tickets for two passengers from Columbus, OH, USA to Chania,
Greece, departing on May 15, 2020 and returning on May 28, 2020.The
customer purchased flights on January 21, 2020 with *** for two
passengers traveling from Columbus, OH, USA to Chania, Greece, departing on May
15, 2020 and returning on May 28, 2020.The travel,
consisting of six flights to complete transit, had multiple major schedule changes.
On April 9, 2020 the customer canceled the flight online. We
contacted the airline to discuss providing a refund of the flights. They
advised that the first major schedule change occurred on March 25, 2020. They
are no longer providing refunds due to schedule change for flights that had
major changes after march 19, 2020. As such, a refund was not authorized.Air
Canada advised that the ticket can be exchanged within the validity period to new
flights with them that complete travel by March 25, 2022. The ticket validity
period is for at least one year from the original purchase date. Airlines often
have flights scheduled and available for booking for 6-8 months from the date of
booking. ***
advised via their automated system that they are allowing customers who booked
with them to transfer tickets to vouchers, which allow passengers to rebook to
use the credit up to two years, in as many exchanges as needed and for other
passengers, but have not yet rolled this out for travel agency bookings. A representative
of their company advised that rolling this out for travel agency bookings is
expected to be completed in September of 2020. In the meantime, the customer
can contact the airline directly and they will fill out a form to request a
voucher from their ticket. Once done, *** will contact the customer back
directly to advise if it was approved. Expedia
offers items from travel suppliers via our website such as flights, hotel and
cars. The terms and conditions of the items come from the travel suppliers. In this
case the airline is the merchant of record for the purchase. We hope you
understand that we are not able to affect changes to the terms and conditions
of the travel supplier. The terms and conditions include the airfare fare
rules, the *** convention and the contract of carriage. The contract of
carriage can be found on the carriers website.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
My family and I booked a trip to Hawaii for an arrival time of May 14, 2020, for our daughter's wedding, but because of a statewide lockdown from the COVID19, we had to cancel our trip. I called Expedia at that time and they did issue me a refund my trip in May. I did rebook our travel plans for the beginning week for July and again because of the statewide lockdown for the state the wedding got cancelled, so I called Expedia to explain what happens again this is beyond our control and request a refund for airline tickets that I purchased. This phone call took over three hours to where the Expedia representative advise of the airline can only issue a credit, I advise this is not acceptable, she transferred me to a supervisor who advises of the same and did state he contacted *** Airlines directly and they advise him to have me fill out an online request directed to *** Airlines Consumer Affairs to which I did. I called Expedia yesterday June 9, 2020, and advise the representative of the email from *** Airline Consumer Affairs and again spending more than one hour on phone. The Expedia representative asked me to read the email word by word for which I did and she put me on hold and called *** Airlines and when she returned told me the email was false. Please see the attached email: this is the first email response- Response Via Email (***) 06/09/2020 03:19 AM
Aloha ***,
Thank you for taking time to contact *** Airlines.
We're sorry to hear that you’re unable to travel as planned.
To receive a refund for your flight, you'll need to contact your travel agent directly to have your refund processed. If they are unsure how to process this, they may refer to the following site for information regarding waiver codes: https://www.***.com/our-services/products-and-programs/travel-agents
Thank you for choosing *** Airlines.
Mahalo,
*** | GWS
*** Airlines Reservations
the second email response:
Response Via Email (***) 06/10/2020 05:30 AM
Aloha ***,
Thank you for your email and we are sorry to hear that our services did not meet your expectations.
Please be advised that per our agreement, tickets that are not purchased directly through *** Airlines must be reissued or refunded through the issuer. You can ask Expedia to visit the link for information regarding waiver codes, visit https://www.***.com/our-services/products-and-programs/travel-agents
You can also advise them your current situation with your daughter's wedding if they can authorize the refund but we are unable to guarantee.
We appreciate the opportunity to respond to your concern and thank you for choosing *** Airlines.
Mahalo,
*** | GWS
*** Airlines Reservations
At this point, I feel Expedia did not care about me the consumer with the push back they had continuously exhibited.
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased flight for five passengers with *** Airlines for travel
to Lihue, HI on July 2, 2020 and return on July 5, 2020 and a rental car.The
customer canceled and received a refund of the rental car. However, the flights
were nonrefundable. The customer is able to exchange the flight tickets with
*** Airlines, towards new flights with the same airline for the same
passengers, within the validity of the tickets. Due to the pandemic no change
fees will be charged during the exchange.Expedia
is unable to override the terms and conditions to provide a refund. The flights
were not canceled or changed by the airline and were operating as booked. While
we understand the need to change plans, compensation is not available based on
travel changes or for other travel expenses.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
On February 26, 2020, I booked a stay at the *** hotel at Islamorada, Florida via the Expedia Group website www.expedia.com starting on March 20th until March 22nd, 2020.
Due to COVID cases in South Florida, I attempted to contact Expedia through their customer service line at +1 866 310 5768 about a possible refund or cancellation on March 16th, 2020.
Each call did not reach Customer service and was dropped on Expedia's end after 2 hour wait times.
Based on direction from Expedia's website which directs the customer to contact the hotels directly to inquire on a change or cancellation.
On March 16th and March 19th, 2020, I contacted the *** Islamorado hotel directly requesting a cancellation and a potential resolution.
*** customer service was accommodating and willing to work a solution, but was unable due to not receiving a booking or payment from Expedia for my stay. As of March 19th, *** had no record of my booking.
On March 19th, 2020, the Floriday Keys announce a full closure of all hotels, including those on Islamorada.
After attempting to contact Expedia, I cancelled my reservation and was charged the full cost of the stay, amounting to $1,023.64.
After several attempts to contact Expedia Customer Service, I was notified that their "special response team" was working my issue and would provide me with either a voucher or a refund. However, there is no contact information for the special response team that is allowed to be provided to the customer. I was told to expect a response in 30 days.
After more than a month of waiting, I contacted Expedia Customer Service and was told that, due to "technical difficulties" the response team could not contact me as of yet. Additionally, Customer Service notified me that the Hadley did not provide Expedia with a refund and will only provide a voucher.
The *** hotel had notified me on April 19th that there has been no payment from Expedia in regards to my booking, and no vouchers given to Expedia for the stay. The *** reiterated their apologies, telling me that they cannot refund me a cost that had not been dispersed to them.
In Summary:
- Expedia.com, managed by the Expedia Group, did not provide any assistance and was not available in response to rebooking or altering my stay due to the ongoing COVID situation in the Florida Keys.
- Expedia is currently withholding my payment, while falsely claiming payment could not be recuperated from the ***
- Expedia never provided payment to the *** for my booking.
- Had Expedia provided payment to the *** for my booking, the *** would refund me the full cost of the stay.
- Expedia is falsely claiming that payment/vouchers will be provided in less than 30 days. After more than 2 months, there is no reply from the "special response team"
- Expedia is delaying action and employing deceptive practices to refuse refund payments to the customer
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 26, 2020 via the Hotels.com mobile application for arrival on March 20, 2020 and departure on March 22, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** Islamorada, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, 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,Lesa GConsumer RelationsHotels.comTell us why here...
Dear Revdex.com,It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 26, 2020 via the Hotels.com mobile application for arrival on March 20, 2020 and departure on March 22, 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.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the ***, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, 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,Lesa GConsumer RelationsHotels.comTell us why here...
Complaint: ***
I am rejecting this response because:
I had contacted the booked Hotel directly and they expressed that they were willing to refund me in full, but had not received payment from Expedia.
After posting this complaint, I continued to contact Expedia through their customer service portal.
Through multiple attempts, Expedia has finally agreed to refund me in FULL as seen in the attached email. Not a credit for a later reservation.
Per this email, Expedia has also claimed to have fully processed my refund on July 20th. However, my credit card provider has yet to receive any record of the refund, it is neither pending nor posted per my credit card provider's record.
Expedia is continuing to wrongly withhold my payments in the amount of $1,023.64 while claiming to have resolved the issue
Per this portal's file type restrictions, I have uploaded the email in a txt format.
Sincerely
Complaint: ***
I am rejecting this response because:
I had contacted the booked Hotel directly and they expressed that they were willing to refund me in full, but had not received payment from Expedia.
After posting this complaint, I continued to contact Expedia through their customer service portal.
Through multiple attempts, Expedia has finally agreed to refund me in FULL as seen in the attached email. Not a credit for a later reservation.
Per this email, Expedia has also claimed to have fully processed my refund on July 20th. However, my credit card provider has yet to receive any record of the refund, it is neither pending nor posted per my credit card provider's record.
Expedia is continuing to wrongly withhold my payments in the amount of $1,023.64 while claiming to have resolved the issue
Per this portal's file type restrictions, I have uploaded the email in a txt format.
Sincerely
Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. The customer was in touch with our customer care team on multiple occasions. However, during their interactions, customer care was unable to obtain approval for a refund from the hotel. As such, a future travel voucher was the best option available. After further review of the customer's booking, we were able to obtain approval for a refund from the hotel. Our records indicate the refund processed successfully and was accepted by the customer's bank on July 22, 2020. Thank you for giving us the opportunity to review this matter once more. Kind regards, The Expedia Team
Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed this matter once more. The customer was in touch with our customer care team on multiple occasions. However, during their interactions, customer care was unable to obtain approval for a refund from the hotel. As such, a future travel voucher was the best option available. After further review of the customer's booking, we were able to obtain approval for a refund from the hotel. Our records indicate the refund processed successfully and was accepted by the customer's bank on July 22, 2020. Thank you for giving us the opportunity to review this matter once more. Kind regards, The Expedia Team
I was making travel plans thinking that Expedia/*** would use my credit because of the covid cancellation. Well, I decided NOT do the purchase and the customer service woman said it will be refunded. That I had to use the *** airline plane only. . But according to the email I got, my trip to the stop destination was leaving me stranded at the Chicago airport with no plane to board.Then she could not find anyflights for me to get on, which on line, I saw many flights a;nd that there were no flights till august. but online I can see many Now, I look at my credit card and it was taken out of my bank!!! I called them up and they said it would be refunded...then the lady went on to reschedule my trip. That first trip she said can't be refunded..yet they left me stranded at an airport, with no other plane to get to my destination...so I asked her to refund that first purchase...then the one I made I never scheduled...*** for 647.58 which was to be refunded. The first tickedt 675. and change has not even been refunded, but according to them, if I have no where to get on, they would refund my ticket. she even tried scheduling another flight and *** airlines and they cancelled all..so yeah..I want my money back
July 29, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mrs. is requesting a refund of the fare difference of what he paid to
exchange his flight.
Our records indicate that on March 3, 2020, Mrs. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
*** Airlines, from State College, PA to Las Vegas, NV on April 4, 2020 and returning on *** Airlines April 11,
2020, picking up a car rental at the *** Rental Travel.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID-19,
for flights departing from tickets issued on/before March 2, 2020, Expedia customers would receive an airline travel
credit. This credit is simply the unused value of their current ticket to be used as a credit toward a flight on the same
airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original ticket
issue date 03MAR21.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies. Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Expedia could not in good reason find a way for me to leave from Chicago leaving me stranded at that time to search for another flight on my own on their website it says it will refund me if I get no way to my destination period
Sincerely
I have a trip booked for Paris for my daughter and I from Sept. 12-19 (Itin #***). All indications are we won't be able to take the trip due to Coronavirus issues. I have received multiple e-mails from Expedia urging me to cancel by a certain day in order to get credits. The latest deadline was May 31.
In an effort to ensure I could get full credit to re-book next year, I called May 27 to cancel. I was told the hotel and airfare need to be canceled separately. Additionally, the hotel rate was non-refundable and without the hotel's approval, not even a credit could be issued even though the only reason I am even considering canceling this dream vacation is because of Coronavirus restrictions.
An inept customer service agent tried to contact the hotel but came back on the line saying he couldn't understand the language when he called so he would have to e-mail them. In the meantime, I had found the contact the property function on Expedia's site and reached out on my own. I was assured by the agent the May 31 deadline provided in the May 20 e-mail from Expedia meant little and that I would still be able to cancel after that date - I just might have a year as opposed to two to rebook.
I had received an e-mail from the hotel May 29 indicating they would extend credit through May 31, 2021. Unfortunately, as this is the third trip I've had to cancel this year that needs to be re-booked next year and I have to work around school and work schedules, I feared May 31 wouldn't be long enough. I reached back to the hotel to request a further extension but also called Expedia back June 1 to see if they could help.
I had yet another 45 minute plus wait and yet another customer service agent who could do nothing for me. He had no idea what I had already done, said he couldn't find a number for the hotel to call, then said he too called but couldn't understand the language. I was transferred to a supervisor Ellen who indicated they would keep working with the hotel and she assigned me a case number (***).
June 3 I received an e-mail from the hotel indicating they could extend my credit to August 31, 2021. I immediately forwarded it to the Expedia customer service team. I received a response the same day from Venice at Expedia indicating they would apply the credit.
That same day, I tried to click the link I had received May 20 to cancel my flight. I was taken to a screen indicating:
We're sorry
Unfortunately, we can't process your request because it is too close to your cancellation date. Please check your itinerary for more information about how to contact us.
I then tried to go directly to the Expedia site and sign in to my trip and cancel from there. Doing that I was taken to a screen that indicated what credit I would receive but also indicating there would be a penalty of $300 per ticket upon rebooking.
If I go to *** site, they indicate:
Need to change upcoming travel?
To help with uncertainty around future travel, you now have until June 30 to change or cancel any travel you’ve booked through the end of the year without fees. For additional flexibility, if you make new travel plans by June 30, you'll be able to change or cancel those flights you booked with no change fee.
You may be able to request a refund online or by contacting us if your flight has been affected by a significant schedule change or if your flight was canceled without another option.
I sent yet another e-mail to customer service about the discrepancy and asked for help getting the credit properly applied to my account. I got back an obviously generic response - cut and paste directly from some script customer service agents are provided as opposed to truly looking into my case to see all that had been done and what help I needed.
I called again June 9 to try to get everything addressed once and for all. Again, I waited for 20 + minutes and spoke to an agent who had no idea what was going on. I was repeatedly put on hold and told he was looking into the history of my case. Yet when he returned to the call he still had no idea what I had worked out with the hotel and didn't even show a credit on my account. Frustrated, I asked to be transferred to a supervisor. I spoke to Brian. I got the same song and dance about needing to look at the history of my case and he too somehow never found the communication with the hotel, their confirmation of the credit, any credit on my account.
I don't know how Expedia can function as a company when their customer service team is so worthless. Brian had the nerve to say to me he was doing the best he could to understand how credits were being applied since they have never had to deal with things like this before. How dare he!!!! None of us have had to deal with a global pandemic so completely disrupting our lives. But as a company that provides travel services, Expedia NEEDS to know. And they have had months to figure it out.
I have NO confidence in them. Yet I will be forced to use them to rebook because they are the method I used initially.
Customers like myself use a service like Expedia for a couple reasons:
1) Convenience of booking all aspects of a trip in one location. On the flip of that, to be able to cancel those aspects in one location as well by using their service.
2) As the booking entity, they should be an advocate for their customers. I should be able to speak to their team and get accurate, consistent information. They should know how to communicate with their travel partners and how to apply credits.
In the unprecedented time we are living in, I've had to test these benefits. They have failed miserably.
August 4, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mrs. *** is requesting a future travel credit to rebook due to the COVID-19.
Our records indicate that on November 25, 2019, Mrs. ***, 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 from Chicago, IL, to Paris, France on
September 12, 2020 and returning on September 12, 2020 with stay at the *** with added Travel Protection Package Protection Plan.
We would like to inform you, we have contacted *** Airlines regarding a refund request due to the schedule change for Mrs. on her
reservation. According to ***, we were able to apply for the request on the airline’s website. They are researching this matter and will provide an
appropriate response as soon as possible. Regrettably, the airline has advised they are facing an exceptionally high amount of enquiries. Consequently,
handling your case may take more than 14 business days for a response.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have four airline reservations on three airlines in Southeast Asia booked through Expedia in June and July, 2020. Based on current events, the airline has cancelled each flight with no action of my own. No alternative services are available from these airlines on or near the planned travel dates, given the border closures in the region.
The Conditions of Carriage of all three airlines includes an "Involuntary Refund" clause stipulating that the passenger is entitled to a full refund if the airlines "cancel a flight or fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a reservation." This condition has been met for each of the four reservations.
When contacted directly, each airline has indicated that refunds must he handled through Expedia as the booking agent. Expedia has been less than helpful in resolving this claim (I am currently "on hold" for a supervisor for 1 hour and 54 minutes). Therefore I am appealing to Revdex.com prior to seeking further remedies.
July 25, 2020
Corporate
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number ***
regarding a refund. We understand that Mr. is requesting a refund of $1990.64. Upon further
research, we were unable to locate an Expedia account with a reservation
related to the dollar amount listed in the complaint. We respectfully request that you provide us
with the itinerary number(s) of the booking(s) and/or the email address used at
the time of booking. The requested
information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
F
Correspondence Team
Complaint: ***
Hello - thanks to Revdex.com and Expedia for your attention to this matter. I selected the 'reject' option because I did not see a simple 'reply' option, but here is the additional information that Expedia requested. I have attached a summary of detailed information (flights, dates, ticket/itinerary numbers, etc.) for your action.
The dollar amount indicated in the original complaint represented four (4) separate Expedia itineraries that were cancelled by three different airlines (*** Airways, *** Airlines, and ***).
For all of these itineraries, the airlines cancelled my flight reservations, and in some cases all service between city pairs. All cancellations were airline-initiated; no action was taken on my part to cancel these reservations. The Conditions of Carriage of each airline contains an Involuntary Refund provision stipulating that the passenger is entitled to a full refund in this circumstance.
Each airline has also made clear that Expedia, acting as my travel agent, is responsible for working with the airline on my behalf to obtain the refunds.
Since by initial BB complaint, with Expedia's assistance, *** Airways has process a refund for two of these itineraries. The two *** Airways itineraries have been refunded to the original payment method and are resolved.
The two outstanding cases are as follows:
1.) *** (Expedia Itinerary ***): I was contacted by the airline on 29 July in response to a consumer complaint to the US Department of Transportation. *** INDICATED THAT EXPEDIA, AS MY TRAVEL AGENT, MUST CONTACT *** AT THE EMAIL BELOW TO PROCESS THE REFUND. The text of the 29 July message from *** is as follows:
"Our Ref No: ***29 July 2020Mr ***By email: ***Dear Mr ***,I refer to the e-mail dated 14 July, from U.S. Department of Transportation. On behalf of ***, I welcome the opportunity to respond to you.I regret your disappointment and inconvenience experienced due to the delay in refund of your unused e-tickets issued under booking reference ***.Our records show that the above booking was made/e-ticket purchased through your travel agent. Customers who have booked through travel agents should contact their travel agent for assistance/refunds.In order to ensure a smooth turnaround of refund requests throughout our network , all refunds are being centrally handled in Dubai. Therefore, you are kindly requested to inform your travel agent to submit the refund application to the following e-mail address ***.com. Please inform me once the refund application is submitted and I will follow up with our Central Refunds team to expedite the refund.Whilst I note your disappointment, I am sure you will appreciate, this is an extraordinary situation, wholly outside the control of ***.We are grateful for your understanding in this regard and thank you for allowing me respond.Yours sincerely,Mabel DCustomer Affairs***"
2.) *** AIRLINES (Expedia Itinerary ***): *** Airlines has also indicated the need to process refunds through the booking travel agent, Expedia, when contacted directly. I am unable to make progress in processing this refund without action on the part of Expedia. Expedia as notified about the need to intervene to refund the *** itinerary as far back as June, 2020.
The U.S. Department of Transportation was also notified about the *** airlines itinerary and the difficulty in holding Expedia and *** airlines to the Involuntary Refund provisions of the Conditions of Carriage.
Please do not hesitate to reach out if you have additional information needs to process these refunds.
Sincerely
August 3, 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 of for $784.56 for the cancelled
flights on two itineraries.Our records indicate on March 1, 2020, Mr. or an authorized user of the Expedia account, self-booked four
one way flights on ***, departing on
July 9, 2020 from Penang, ***, to Singapore, Singapore via ***.From June 9, 2020 through June 18, 2020, there have been multiple emails sent between Expedia and *** and
Expedia and the customer regarding the request for a refund for the cancelled
flights. Expedia sent the refund forms to Emirate’s on numerous occasions and
received an email from Mr. thanking us for assisting him.After further review on August 3, 2020, Expedia was able to verify the previous
refund request to *** have notbeen responded to. Expedia sent the
refund documents to another email address with ***, *** shall issue
the refund to the original card charged as they were the merchant of record.Our records indicate on March 1, 2020, Mr. or an authorized user of the Expedia
account, self-booked four one way flights on ***
Airlines, departing on July 5, 2020 from Kuala
Lumpur, ***, to Penang, *** via ***.We can confirm on May 16, 2020, Expedia emailed the customer advising the airline had an involuntary
schedule change and gave an option for another flight asking for them to
contact us within 72 hours.On June 9, 2020
through July 3, 2020, the customer called
in due to the airline schedule change. Our representative advised a future travel credit was applicable and the
customer advised he wanted a refund. Our
representative reviewed the airline policy and verified they are only offering
a credit option, the customer request to speak with a Supervisor, The Supervisor noted the customer was advised of ***
Airlines policy and he disagreed
with it. The Supervisor advised ***
Airlines does not allow a refund and only allows a future travel credit.After further review on August 3, 2020,
Expedia resubmitted the refund request to ***, *** will issue a refund to the original
form of payment as emirate was to original merchant of record. Expedia confirmed the *** Airlines
policy is a future travel credit, the ticket are not refundable. ***
Airlines policy states unlimited voluntary date change (Waiver
of Date change fee) & flexibility of destination change (Re-routing)
Options: a)
flexibility of unlimited date/destination change (Rerouting from Original
Ticket). Rebooking must be made
by 31 December 2020 and Travel must be completed by 30 June 2021. The customer must contact our Customer
service Department at 877-227-7481 to exchange the *** Airlines ticket.
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. *** and *** Airlines were the operating carriers and
merchants of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms
of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Please accept our apologies for any inconvenience
that you may have experienced due to the COVID19 pandemic.
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
We booked our honeymoon through Expedia.com. We booked a package, including roundtrip flights and a 4 night stay in the Bahamas at an all inclusive resort. We received an email that our flights had been changed, and as we logged into our account to view the change, we noticed that we no longer had a flight going from Los Angeles to the Bahamas. We called customer support and were told that due to Coronavirus, our flight had been cancelled. This resulted in a full refund. In addition, they told us the resort was closed until the end of June, 2020. Our trip was scheduled for June 21-26th, 2020. Luckily we called, because we had no idea of this closure. We were told that because we purchased a non-refundable resort, we were not entitled to a refund. This is unacceptable, as the resort is closed. We are not at fault for this cancellation. When we contacted the resort, they said we had to go through Expedia for a refund, as they are the one who billed us.
July 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation under itinerary ***. Our
records indicate that on December 20, 2019, the customer, or an authorized user
of the Expedia account, self-booked a package for two passengers on Expedia's
website, under itinerary ***. The booking included a roundtrip flight
and a nonrefundable hotel stay at Warwick Paradise Island- All Inclusive-
Adults Only, Paradise Island, New Providence, Bahamas.Upon
research, airline-initiated schedule changes occurred on the customer’s flights,
which resulted in their cancellation and a full refund. Subsequently, the
customer requested to cancel the hotel. Due to the nonrefundable policy of the booking,
Expedia contacted the hotel for a waiver of the penalty. We were advised that due
to COVID-19 the property will be closed until the end of June.On
July 11, 2020, Expedia contacted the hotel but wasn’t able to reach anyone. We
sent an email to the hotel’s management, requesting a full refund of the
booking. It may take up to 10 business days for the property to respond. We
will notify the customer as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses, omissions,
delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
Expedia has refunded our money in full today, 7/24/20. Thank you for your support with this case.
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***) along with the
documentation she provided. Please be advised, that in response to our email
from July 11, 2020, the hotel sent their authorization of the nonrefundable
penalty. On July 24, 2020, Expedia issued a full refund of
the hotel reservation in the amount of $1,124.79 back to the customer’s
original form of payment. It may take up to two billing cycles for the refund
to process, depending on Ms.’s financial institution. 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,Gayana W Corporate Correspondence Team