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 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
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
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
Due to COVID 19, *** canceled our flight. It was not up to us, they are just not providing the service. After many phone calls, Expedia has not been able to return our money. They keep saying the airline should return the money, but when we call the airline they say they have no control over a purchase made through an agency. It doesn't make any sense to me. If I made the payment through Expedia, then Expedia should be able to return my money. I think they are just stalling and it is just not fair. The service I paid for will not be provided. I am entitled to my money.
Expedia.com Response
• Jul 27, 2020
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Madrid, Spain departing on June 1, 2020 and returning on June 30, 2020, for a total of $2,573.80. We understand Mr. is seeking a refund, based on schedule change that affected the flight related to the Coronavirus pandemic.
On May 17, 2020 to May 28, 2020, we received an airline-initiated schedule change that altered the scheduled flight reservation. Therefore, Expedia sent *** a request for a full refund related to schedule change notification we received. Expedia sent *** multiple requests by email and we then contacted *** by phone to discuss their flexibility policy in terms of obtaining a full refund. Regrettably, *** did not authorize a refund back to the customers original form of payment. In addition, we received a final notification from *** which cancelled the flight. We then sent a confirmation email to Mr. providing him with airfare credit information.
On May 30, 2020 to June 9, 2020, Mr. contacted Expedia to discuss the changes that affected his flight arrangement. In addition, Mr. requested a full refund due to the cancellation initiated by ***. However, based on the non-refundable *** rules, travel must be completed prior to June 30, 2021, however, any differences, including taxes, must be collected. The *** flexibility policy waives the airlines penalty fees only.
In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for ***'s product and we do not have the authority to honor a refund request without the proper airline authorization.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 27, 2020, Expedia was unable to reach *** by phone based on these unprecedented times. We sent another email to ***, seeking an exception to their current non-refundable flexibility policy. When *** responds to our refund request Expedia will contact Mr. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Mr. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
My family and I were scheduled to travel on *** Airlines on April 8th. Due to COVID the reservation was canceled. I contacted *** Airlines and was told that since the reservation was booked through Expedia then I will need to request the refund through them. I contacted Expedia in April and was told that I will have to contact them again in June to confirm that I am still eligible for a refund. I received an email from *** Airlines June 1st confirming my eligibility for the refund and that Expedia will have to initiate it. I contacted Expedia and once again I am being given the run around regarding the refund. This have been going on for over 2 months and Expedia doesn't want to take responsibility for the situation or help in any way possible.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 22, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to Cairo, Egypt departing on April 8, 2020 and returning on April 18, 2020, for a total of $2,508.25. We understand Mr. is seeking compensation from Expedia due to an airline schedule change which altered his trip, related to the Coronavirus pandemic.
On March 19, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. contacted Expedia on April 6, 2020, with a request for a full refund. In accordance with the notification/cancellation and Mr.’s call we contacted *** Airlines to determine if Mr.’s reservation qualifies for a full refund. At that time, *** Airlines advised that Mr.’s tickets may qualify for a full refund, however, we must consult with their eligibility department before processing.
On June 11, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. The flight was deemed eligible for a refund due to a schedule change that caused the flight to cancel. We verified that *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
Additionally, Mr. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon further review, on June 20, 2020, we processed the *** Airlines refund request on behalf of Mr.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund of $2,508.25, will post back to the customer’s original form of payment and it may take up to 10 weeks for Mr. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I am writing regarding the fraudulent behavior received from Expedia. I booked a family vacation via Expedia. I paid in full as listed below, unfortunately Expedia was not able to honor their agreement. Not only did I pay in full, I purchased travel insurance. Travels has been challenging for everyone and I understand this has cause a great deal of stress and financial burden on businesses and individuals as well.
Item Cost Itinerary Confirm # Policy #
5 Flights ($218.81 each) $1094.05 ***
Flight Protection $95.00
Hotel Stay $278.46
Hotel Stay $186.47 already received reimbursement
Hotel Booking Protection $12.00
Due to the travel restriction our flights and hotel stay was cancelled. When asking for a refund of my money, Expedia stated they will provide a coupon, I did not pay for vacation with a coupon and expect to be reimbursed using the same method that was used for payment. It is not my responsibility to bare Expedia’s financial stress. I have my own financial responsibility to fulfill, I cannot tell the bank I will send them a coupon for my car payment due to the stay at home guidelines restrict me from driving and/or working. I must honor my agreement and expect Expedia to do the same.
Originally, I was told I would receive a full refund, but only received a refund for 1 day hotel stay, now Expedia is unreachable via phone or chat. It’s unacceptable, nonprofessional and shoddy behavior to be unreachable via phone or chat, but sending an email telling me I have 12 months to use my coupon. Who to say my family will be able to travel within the 12 months? One family member will be turning 90 this year and health is declining so I am sure she will not be able to travel. I appreciate your assistance in resolving this matter.
I am asking the Expedia to do the right thing and refund the remaining funds that was paid in full. Total reimbursement received $186.47, total refund amount due: $1,479.51
Names of travelers ***, ***, ***, *** and ***
Sincerely, very disappointed customer
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked five round trip flights on *** Airlines departing May 24, 2020
from Cincinnati, OH to Fort Lauderdale, FL returning on June 1, 2020
with the Cancellation Plan via ***.We
can confirm on March 22, 2020, Expedia received an electronic web
form that requested to cancel the flight.On April 15, 2020, Expedia emailed the customer advising, “We have cancelled your
reservation. As per , your ticket(s) is/are non-refundable. However, is allowing you to use the value of your
ticket(s) of , towards a new flight booking subject to any possible fare
difference. The conditions of the new
ticket are: Must be booked on same
airline; Ticket(s) are also non-transferable (that is, the same passengers must
be on the new ticket); The ticket must be reissued on or before 31 May 2022,
The *** Airline record was documented with the cancellation policy/request.”
On July 29, 2020, Expedia
verified the detailed email received from the customer requesting to cancel the
flight on March 22, 2020. We were also
able to review the detailed email response advising about *** Airlines
cancellation policy.Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at *** checking
in on May 24, 2020 and checking out May 26, 2020 along with the Hotel
Cancellation Plan via ***.
We can confirm on May 1, 2020, Expedia emailed
the customer advising a coupon for $278.00 had been issued for the cancelled,
non-refundable hotel reservation.
On July 29, 2020, Expedia
verified the hotel reservation was non-refundable and a $278.00 coupon had been
issued. Expedia emailed the email
address on file advising the coupon validity is 12 months from the date of
issue along with the terms and conditionsAfter further review on July 29, 2020, Expedia was able to verify *** Airline COVID19 policy states the fare is
non-refundable but the ticket can be exchanged free of charge, future flight credit is valid until March 31, 2022. The hotel reservation was non-refundable and a
coupon was issued for 12 months from date the booking was cancelled. The
customer needs to contact our Customer Service Department at 877-227-7481 when ready
to exchange the ticket or rebook the hotel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Customer Response
• Jul 29, 2020
This entire trip was for a cruise for my wife’s 60 birthday, which will never happen again. I also purchased they’re insurance thinking with our age if anything happens our money would be refunded. So the states as well since we were given a credit we did not have a loss. This is wrong because this was a 60th birthday celebration and that won’t happen again. Also, we had the hotel room scheduled before and after the cruise. Expedia did reimburse one of those hotel stays but not the second. Expedia then said the hotel would be good for one year at the same location. Well even the cruise made the credit good for two years. But either way will not be using the airline tickets, the hotel stay or Expedia ever again.
Expedia.com Response
• Aug 03, 2020
August 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***.
As stated in our previous Revdex.com reply dated July 29, 2020, the flight reservations have a future
travel credit that is applicable and there was a coupon issued for the cancellation
of the hotel. The future travel credit is valid until March 31, 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 to get the
tickets exchanged and to rebook the hotel. The exchange fee for the flight is being waived but any increase in the
cost of the new fare is the customer responsibilityThank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
I purchase an airline ticket for May 16th back in January. They charged my card for the full price within seconds. In April, *** airlines, the servicer, cancelled the flight. I then contacted Expedia for a refund due to this, and they agreed. However, it has been 2 months now and after calling Expedia both in may and June, they won't say when the refund will be processed. The excuse is they are waiting on the airline for an approval code, and covid has caused lots of delay, but as I mentioned above, back when they were taking money at a high transaction rate, they didn't seem to have a problem with the transaction volume. Coved has been around for several months by now anyway, and the transaction volume should have been taken care of. As I bought he ticket from Expedia, it is on them to ensure I get a proper refund in a timely manner, and not ***.
Expedia.com Response
• Jul 29, 2020
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on February 16, 2020, Mr. or an authorized user of the
Expedia account, self-booked a multiple destination flight on *** departing May
16, 2020 from New York, NY, USA to Milan, Italy returning on May 30. 2020, from Rome,
Italy to Nashville, TN via ***.We
can confirm on April 24, 2020, the customer cancelled the flight
reservation via electronic web form. The
customer called in to get the details of the refund. Our representative advised the customer of the
refund timeline.On April
24, 2020 and April 25, 2020, *** was
emailed each day asking if they would authorize Expedia to refund for the
cancelled flights.
On May 14, 2020, the customer called in to follow
up on the refund that was promised. Our
representative reviewed the case notes. The customer was advised of the refund timeline but advised he had not
received an email confirmation about the refund.On June 10, 2020, the customer
emailed Expedia asking for an update on the refund request. Expedia replied on June 17, 2020, advising a refund of $2,818.95
has been processed and can take up to eight weeks to be received.After further review on July 29, 2020, Expedia
was able to verify the *** record is showing the ticket was refunded on June
18, 2020 for $2818.95. *** was the merchant of record and will appear as the
merchant issuing the refund. Expedia suggest since *** processed the
original charge, , they’ll determine the refund
timeline. If you have questions, we’d recommend contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. ***
was the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Complaint: ***
I am rejecting this response because: this is clearly a form letter. My name is not Mr. and the amount in question is the second amount, the 2818, not the originally quoted 1489. Additionally, they mention I booked a trip with ***, whereas in reality I booked with Expedia. While it's true Expedia used a 3rd party to process the payment (***) they are the responsible party to the complaint. Lastly, I did not cancel the flight. *** did. Please make sure to use appropriate facts in the future.
I did actually receive a refund eventually, however, from the 3rd party ***. I would also like to mention in June, Expedia indicated it would take up to 8 weeks to process the refund, but this same timeframe was quoted both in April and May. So it was not a believeable timeframe.
in the future, the same timeframe Expedia uses to process payments, they should use to process refunds, irrespective of whether they use a 3rd party processor or not.
August 4, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the COVID-19.
Our records indicate that on January 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** from San Francisco, CA, United States to Ulan,
Bator on September 12, 2020 with added Travel Protection Package Protection Plan.
When researching this matter we were able to determine that *** approved a full refund on June 12, 2020, for the amount of $1,111.75 USD. The
time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a package vacation under Itinerary #*** for a vacation for April 18, 2020 thru April 25, 2020 going to San Diego California.
the trip was cancelled due to Covid-19. I received the hotel monies back to my credit card but the flight credit was issued a credit with expedia. I called on June 4, 2020 to apply my airline credit to a new vacation which was Aug 9, 2020 thru Aug 16, 2020. and was told I would get a confirmation which I did via email... Two days letter received an email that my flight was cancelled. I checked the airlines website and the flights were both available... I contacted Exepdia and they told me there was an error that they did not ticket the flight and that is why the flights were cancelled (i waited two hours on the phone to hear they amde mistake) I then rescheduled the same flight with them on June 9, 2020 .. when I checked the next day it was still not ticketed. I proceeded to call the airline and they told me if Expedia does not ticket this flight (pay for it) it will be cancelled again. I again called Expedia to wait 1/2 hours again.... and explained I needed them to ticket this flight otherwise it would be cancelled again and they hung up on me.....I feel they are trying not to give me back my money
Just to mention the flight on Expedia was $217.00 per person and they were charging me $346.20 per person.. so that is a difference of $120.00 per person ... and I had a credit balance of $78.00 which they told me I had to lose....so I would lose $120.00 plus $120.00 plus $78.00 which is half of my entire credit of $778.00... In return now I have to pay out of pocket for my airfare because I was unable to book my vacation.
There is no reason why I need to follow up on Expedia every day just to make sure the flight was booked and good thing I did because I would of thought I was set for this vacation and meanwhile I didnt have a flight for me and my husband.
At this point I have paid for my flight so the credit will no longer help me.
Expedia.com Response
• Jul 28, 2020
July 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for the flight.
Our records indicate that on January 1, 2020, 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 fare with *** Airlines from New York, NY to San Diego, CA, departing on 18 April 2020 and returning on 25 April 2020. A nonrefundable Standard Room, 2 queen beds, Partial Ocean View, Non Smoking, at *** Hotel, San Diego, CA, for April 18-April 25 2020.
Upon review, on March 21, 2020, the customer self-cancelled the package for a refund of the hotel portion and a credit for the flight portion.
Upon further review, on June 4, 2020 the customer called Expedia to use the credit for the flight.
On June 9, 2020, the customer called Expedia after receiving an email confirming the cancellation of the flight.
On June 10, 2020, the customer called Expedia to confirm the flight and asked for the ticket numbers. Expedia sent an email advising the ticketing is in progress.
On June 12, 2020, Expedia sent another email advising the tickets have been reissued and provided the ticket numbers
On June 12, 2020 – The customer contacted Expedia after being advised the airline cancelled the tickets because they were not reissued on time
Please be advised that we have fully refunded Ms. *** the amount of $776.80 paid for the roundtrip fare with *** Airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Victor ***
Corporate Correspondence Team
Customer Response
• Jul 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel using Expedia for June 8th. The morning of June 8th, I started an online chat with a Chris in customer service explaining that I may cancel the reservation if the room is refundable. He instructed me that the reservation was refundable. I made him confirm that several times in the chat. I went ahead and cancelled the reservation. The next day, june 9, I get charged the full amount of the reservation. I then proceeded to chat with another customer service rep and they told me the hotel has a 48 hour cancellation policy and there was nothing they could do for me. If Expedia would have told me this when I asked about the cancellation policy, I would have kept the reservation and proceeded to drive the 3 hours that afternoon and use the hotel. I have taken pictures of the chat so I have all this in writing. If I book through Expedia then I expect Expedia to know their policies and honor what they tell me they would do.
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 June 7th, 2020 via Expedia mobile site for arrival on June 8th, 2020 and departure on June 9th, 2020.On June 8th, the customer contacted Customer Care to inquire about cancellation of their booking. Customer Care let the customer know they would need to cancel before 3 pm check in time. Customer asked them to cancel the reservation and the hotel still charged the customer.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 $73.78 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.
I have to cancel my hotel reservations because of covid 19 so I called expedia and explored their website 3/12/2020 so I can cancel it but I was not able to get ahold of anyone over the phone, and website at that time was problematic and does not allow me to cancel, I believe because of the sheer volume of callers and customers trying to get to them at that point. so what I did was called the hotel itself and cancelled my reservations. now the problem is expedia refused to credit back the rewards points used for the said reservation because they said I wasnt able to cancel it. How am I gonna cancel when no one answers the phone and website is not working at that time and even days after because I tried multiple times believe me. pls help me get them to credit back the rewards points that they took for the reservations that was never provided. thanks much.
Expedia.com Response
• Jul 31, 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:We can confirm our customer made a reservation for the *** Farmington on March 09, 2020 for check-in March 14 and check out March 15, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted June 8, 2020 in regards to obtaining a full refund of the reservation due to a lockdown. Customer care did advise that we are unable to issue any credits or refunds without permission of the property since the reservation was not canceled before the date of check-in. Our records indicate a full refund was issued on July 01, 2020. However, the customer had filed a dispute with their financial institution which caused the refund to fail. Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.Reward points totaling 3,422 were added back to the account on June 1, 2020. After review of the customer's booking with our payments team, we were able to confirm that the customer didn't receive a refund through the dispute process. Unfortunately, we were unable to reissue the refund as the card on file is expired. In order to issue the customer's refund, we must collect the card details once more. The customer should reach out to our customer care team via phone and they will assist in getting the refund reissued. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Hotels.com Team
Customer Response
• Aug 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
thank you for helping me, I appreciate it so much, it looks like my actual hotel expense has been refunded, and I received the rewards points back. there are things they never admitted to like their website crashing when the lockdown happened, and unavailability of customer service by phone 2/2 long line of customers waiting to be attended to (as my phone records would show multiple attempts prior to deadline of cancellation) but I got what was owed to me so thank you so much.
Sincerely
Travel cancelled and hotel closed due to Covid19. Called 3/13/20 to get refund for travel plans for 3/16 thru 3/20. Flights were refunded however we have called SEVERAL times to get the hotel refunded. Each time being told they had to get confirmation from the hotel and they would take care of it. After many calls and many hours on hold; all of which are documented with Expedia; we still don’t have a refund. Tried to contact the hotel, but was told we had to go through Expedia. Hotel name is Hotel *** in Times Square. The cost for the hotel was $858.81. Expedia gave us a case number which we can provide upon request. We have been trying to get this refund for 3 months and every time we call they say they can’t understand why it is taking so long and they are sorry. Bottom line.... we still no refund, Please help.
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 January 16, 2020, the customer,
or an authorized user of the Expedia account, self-booked a package for three
passengers on Expedia’s website, under itinerary ***. The reservation
included a roundtrip flight ($530.40), a nonrefundable stay at Hotel ***,
New York, NY ($774.28) and a refundable roundtrip Private Standard Car with *** Limousine Service ($84.23). We understand the customer is requesting
a refund of $858.51 for the hotel and the shuttle portions of the booking due
to COVID-19.Upon review, the private shuttle service was cancelled for a
full refund of $84.23 on March 20, 2020. As for the hotel portion of the booking, due to its nonrefundable
policy we had to contact the hotel to request authorization of a refund. Expedia
made multiple attempts to contact the property via email and phone, but wasn’t
able to reach anyone. On June 26, 2020, the
hotel responded to one of our emails and agreed to waive the nonrefundable penalty.
On June 30, 2020, with the hotel’s authorization, we issued a full refund of $774.28
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.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 *** Corporate Correspondence
Team
Customer Response
• Jul 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.
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
TERRIBLE!!!!! I Booked yesterday, and wanted to upgrade to a 3 bedroom condo and pay difference and y'all cancelled me and penalized me a one night stay. I NEVER CANCELLED!
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.
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 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
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
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
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 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
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
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
Due to COVID 19, *** canceled our flight. It was not up to us, they are just not providing the service. After many phone calls, Expedia has not been able to return our money. They keep saying the airline should return the money, but when we call the airline they say they have no control over a purchase made through an agency. It doesn't make any sense to me. If I made the payment through Expedia, then Expedia should be able to return my money. I think they are just stalling and it is just not fair. The service I paid for will not be provided. I am entitled to my money.
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 8, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Madrid, Spain departing on June 1, 2020 and returning on June 30, 2020, for a total of $2,573.80. We understand Mr. is seeking a refund, based on schedule change that affected the flight related to the Coronavirus pandemic.
On May 17, 2020 to May 28, 2020, we received an airline-initiated schedule change that altered the scheduled flight reservation. Therefore, Expedia sent *** a request for a full refund related to schedule change notification we received. Expedia sent *** multiple requests by email and we then contacted *** by phone to discuss their flexibility policy in terms of obtaining a full refund. Regrettably, *** did not authorize a refund back to the customers original form of payment. In addition, we received a final notification from *** which cancelled the flight. We then sent a confirmation email to Mr. providing him with airfare credit information.
On May 30, 2020 to June 9, 2020, Mr. contacted Expedia to discuss the changes that affected his flight arrangement. In addition, Mr. requested a full refund due to the cancellation initiated by ***. However, based on the non-refundable *** rules, travel must be completed prior to June 30, 2021, however, any differences, including taxes, must be collected. The *** flexibility policy waives the airlines penalty fees only.
In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for ***'s product and we do not have the authority to honor a refund request without the proper airline authorization.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 27, 2020, Expedia was unable to reach *** by phone based on these unprecedented times. We sent another email to ***, seeking an exception to their current non-refundable flexibility policy. When *** responds to our refund request Expedia will contact Mr. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Mr. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
My family and I were scheduled to travel on *** Airlines on April 8th. Due to COVID the reservation was canceled. I contacted *** Airlines and was told that since the reservation was booked through Expedia then I will need to request the refund through them. I contacted Expedia in April and was told that I will have to contact them again in June to confirm that I am still eligible for a refund. I received an email from *** Airlines June 1st confirming my eligibility for the refund and that Expedia will have to initiate it. I contacted Expedia and once again I am being given the run around regarding the refund. This have been going on for over 2 months and Expedia doesn't want to take responsibility for the situation or help in any way possible.
July 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 22, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to Cairo, Egypt departing on April 8, 2020 and returning on April 18, 2020, for a total of $2,508.25. We understand Mr. is seeking compensation from Expedia due to an airline schedule change which altered his trip, related to the Coronavirus pandemic.
On March 19, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. contacted Expedia on April 6, 2020, with a request for a full refund. In accordance with the notification/cancellation and Mr.’s call we contacted *** Airlines to determine if Mr.’s reservation qualifies for a full refund. At that time, *** Airlines advised that Mr.’s tickets may qualify for a full refund, however, we must consult with their eligibility department before processing.
On June 11, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. The flight was deemed eligible for a refund due to a schedule change that caused the flight to cancel. We verified that *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
Additionally, Mr. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon further review, on June 20, 2020, we processed the *** Airlines refund request on behalf of Mr.. The Coronavirus pandemic has created numerous requests for a refund which has added to the timeframe. The refund of $2,508.25, will post back to the customer’s original form of payment and it may take up to 10 weeks for Mr. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Re: Expedia Fraudulent Behavior
I am writing regarding the fraudulent behavior received from Expedia. I booked a family vacation via Expedia. I paid in full as listed below, unfortunately Expedia was not able to honor their agreement. Not only did I pay in full, I purchased travel insurance. Travels has been challenging for everyone and I understand this has cause a great deal of stress and financial burden on businesses and individuals as well.
Item Cost Itinerary Confirm # Policy #
5 Flights ($218.81 each) $1094.05 ***
Flight Protection $95.00
Hotel Stay $278.46
Hotel Stay $186.47 already received reimbursement
Hotel Booking Protection $12.00
Due to the travel restriction our flights and hotel stay was cancelled. When asking for a refund of my money, Expedia stated they will provide a coupon, I did not pay for vacation with a coupon and expect to be reimbursed using the same method that was used for payment. It is not my responsibility to bare Expedia’s financial stress. I have my own financial responsibility to fulfill, I cannot tell the bank I will send them a coupon for my car payment due to the stay at home guidelines restrict me from driving and/or working. I must honor my agreement and expect Expedia to do the same.
Originally, I was told I would receive a full refund, but only received a refund for 1 day hotel stay, now Expedia is unreachable via phone or chat. It’s unacceptable, nonprofessional and shoddy behavior to be unreachable via phone or chat, but sending an email telling me I have 12 months to use my coupon. Who to say my family will be able to travel within the 12 months? One family member will be turning 90 this year and health is declining so I am sure she will not be able to travel. I appreciate your assistance in resolving this matter.
I am asking the Expedia to do the right thing and refund the remaining funds that was paid in full. Total reimbursement received $186.47, total refund amount due: $1,479.51
Names of travelers ***, ***, ***, *** and ***
Sincerely, very disappointed customer
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked five round trip flights on *** Airlines departing May 24, 2020
from Cincinnati, OH to Fort Lauderdale, FL returning on June 1, 2020
with the Cancellation Plan via ***.We
can confirm on March 22, 2020, Expedia received an electronic web
form that requested to cancel the flight.On April 15, 2020, Expedia emailed the customer advising, “We have cancelled your
reservation. As per , your ticket(s) is/are non-refundable. However, is allowing you to use the value of your
ticket(s) of , towards a new flight booking subject to any possible fare
difference. The conditions of the new
ticket are: Must be booked on same
airline; Ticket(s) are also non-transferable (that is, the same passengers must
be on the new ticket); The ticket must be reissued on or before 31 May 2022,
The *** Airline record was documented with the cancellation policy/request.”
On July 29, 2020, Expedia
verified the detailed email received from the customer requesting to cancel the
flight on March 22, 2020. We were also
able to review the detailed email response advising about *** Airlines
cancellation policy.Our records indicate on January 18, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at *** checking
in on May 24, 2020 and checking out May 26, 2020 along with the Hotel
Cancellation Plan via ***.
We can confirm on May 1, 2020, Expedia emailed
the customer advising a coupon for $278.00 had been issued for the cancelled,
non-refundable hotel reservation.
On July 29, 2020, Expedia
verified the hotel reservation was non-refundable and a $278.00 coupon had been
issued. Expedia emailed the email
address on file advising the coupon validity is 12 months from the date of
issue along with the terms and conditionsAfter further review on July 29, 2020, Expedia was able to verify *** Airline COVID19 policy states the fare is
non-refundable but the ticket can be exchanged free of charge, future flight credit is valid until March 31, 2022. The hotel reservation was non-refundable and a
coupon was issued for 12 months from date the booking was cancelled. The
customer needs to contact our Customer Service Department at 877-227-7481 when ready
to exchange the ticket or rebook the hotel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above Expedia is not able to honor
the request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
This entire trip was for a cruise for my wife’s 60 birthday, which will never happen again. I also purchased they’re insurance thinking with our age if anything happens our money would be refunded. So the states as well since we were given a credit we did not have a loss. This is wrong because this was a 60th birthday celebration and that won’t happen again. Also, we had the hotel room scheduled before and after the cruise. Expedia did reimburse one of those hotel stays but not the second. Expedia then said the hotel would be good for one year at the same location. Well even the cruise made the credit good for two years. But either way will not be using the airline tickets, the hotel stay or Expedia ever again.
August 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***.
As stated in our previous Revdex.com reply dated July 29, 2020, the flight reservations have a future
travel credit that is applicable and there was a coupon issued for the cancellation
of the hotel. The future travel credit is valid until March 31, 2022. The customer needs to contact our Customer
Service Department at 877-227-7481 to get the
tickets exchanged and to rebook the hotel. The exchange fee for the flight is being waived but any increase in the
cost of the new fare is the customer responsibilityThank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
I purchase an airline ticket for May 16th back in January. They charged my card for the full price within seconds. In April, *** airlines, the servicer, cancelled the flight. I then contacted Expedia for a refund due to this, and they agreed. However, it has been 2 months now and after calling Expedia both in may and June, they won't say when the refund will be processed. The excuse is they are waiting on the airline for an approval code, and covid has caused lots of delay, but as I mentioned above, back when they were taking money at a high transaction rate, they didn't seem to have a problem with the transaction volume. Coved has been around for several months by now anyway, and the transaction volume should have been taken care of. As I bought he ticket from Expedia, it is on them to ensure I get a proper refund in a timely manner, and not ***.
July 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a refund for $1479.51 for the flight and hotel reservation.
Our records indicate on February 16, 2020, Mr. or an authorized user of the
Expedia account, self-booked a multiple destination flight on *** departing May
16, 2020 from New York, NY, USA to Milan, Italy returning on May 30. 2020, from Rome,
Italy to Nashville, TN via ***.We
can confirm on April 24, 2020, the customer cancelled the flight
reservation via electronic web form. The
customer called in to get the details of the refund. Our representative advised the customer of the
refund timeline.On April
24, 2020 and April 25, 2020, *** was
emailed each day asking if they would authorize Expedia to refund for the
cancelled flights.
On May 14, 2020, the customer called in to follow
up on the refund that was promised. Our
representative reviewed the case notes. The customer was advised of the refund timeline but advised he had not
received an email confirmation about the refund.On June 10, 2020, the customer
emailed Expedia asking for an update on the refund request. Expedia replied on June 17, 2020, advising a refund of $2,818.95
has been processed and can take up to eight weeks to be received.After further review on July 29, 2020, Expedia
was able to verify the *** record is showing the ticket was refunded on June
18, 2020 for $2818.95. *** was the merchant of record and will appear as the
merchant issuing the refund. Expedia suggest since *** processed the
original charge, , they’ll determine the refund
timeline. If you have questions, we’d recommend contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. ***
was the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: this is clearly a form letter. My name is not Mr. and the amount in question is the second amount, the 2818, not the originally quoted 1489. Additionally, they mention I booked a trip with ***, whereas in reality I booked with Expedia. While it's true Expedia used a 3rd party to process the payment (***) they are the responsible party to the complaint. Lastly, I did not cancel the flight. *** did. Please make sure to use appropriate facts in the future.
I did actually receive a refund eventually, however, from the 3rd party ***. I would also like to mention in June, Expedia indicated it would take up to 8 weeks to process the refund, but this same timeframe was quoted both in April and May. So it was not a believeable timeframe.
in the future, the same timeframe Expedia uses to process payments, they should use to process refunds, irrespective of whether they use a 3rd party processor or not.
Sincerely
Failure to refund the airline ticket.
August 4, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the COVID-19.
Our records indicate that on January 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for one traveler. Departure on *** from San Francisco, CA, United States to Ulan,
Bator on September 12, 2020 with added Travel Protection Package Protection Plan.
When researching this matter we were able to determine that *** approved a full refund on June 12, 2020, for the amount of $1,111.75 USD. The
time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a package vacation under Itinerary #*** for a vacation for April 18, 2020 thru April 25, 2020 going to San Diego California.
the trip was cancelled due to Covid-19. I received the hotel monies back to my credit card but the flight credit was issued a credit with expedia. I called on June 4, 2020 to apply my airline credit to a new vacation which was Aug 9, 2020 thru Aug 16, 2020. and was told I would get a confirmation which I did via email... Two days letter received an email that my flight was cancelled. I checked the airlines website and the flights were both available... I contacted Exepdia and they told me there was an error that they did not ticket the flight and that is why the flights were cancelled (i waited two hours on the phone to hear they amde mistake) I then rescheduled the same flight with them on June 9, 2020 .. when I checked the next day it was still not ticketed. I proceeded to call the airline and they told me if Expedia does not ticket this flight (pay for it) it will be cancelled again. I again called Expedia to wait 1/2 hours again.... and explained I needed them to ticket this flight otherwise it would be cancelled again and they hung up on me.....I feel they are trying not to give me back my money
Just to mention the flight on Expedia was $217.00 per person and they were charging me $346.20 per person.. so that is a difference of $120.00 per person ... and I had a credit balance of $78.00 which they told me I had to lose....so I would lose $120.00 plus $120.00 plus $78.00 which is half of my entire credit of $778.00... In return now I have to pay out of pocket for my airfare because I was unable to book my vacation.
There is no reason why I need to follow up on Expedia every day just to make sure the flight was booked and good thing I did because I would of thought I was set for this vacation and meanwhile I didnt have a flight for me and my husband.
At this point I have paid for my flight so the credit will no longer help me.
July 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the customer complaint from Ms. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for the flight.
Our records indicate that on January 1, 2020, 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 fare with *** Airlines from New York, NY to San Diego, CA, departing on 18 April 2020 and returning on 25 April 2020. A nonrefundable Standard Room, 2 queen beds, Partial Ocean View, Non Smoking, at *** Hotel, San Diego, CA, for April 18-April 25 2020.
Upon review, on March 21, 2020, the customer self-cancelled the package for a refund of the hotel portion and a credit for the flight portion.
Upon further review, on June 4, 2020 the customer called Expedia to use the credit for the flight.
On June 9, 2020, the customer called Expedia after receiving an email confirming the cancellation of the flight.
On June 10, 2020, the customer called Expedia to confirm the flight and asked for the ticket numbers. Expedia sent an email advising the ticketing is in progress.
On June 12, 2020, Expedia sent another email advising the tickets have been reissued and provided the ticket numbers
On June 12, 2020 – The customer contacted Expedia after being advised the airline cancelled the tickets because they were not reissued on time
Please be advised that we have fully refunded Ms. *** the amount of $776.80 paid for the roundtrip fare with *** Airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Victor ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel using Expedia for June 8th. The morning of June 8th, I started an online chat with a Chris in customer service explaining that I may cancel the reservation if the room is refundable. He instructed me that the reservation was refundable. I made him confirm that several times in the chat. I went ahead and cancelled the reservation. The next day, june 9, I get charged the full amount of the reservation. I then proceeded to chat with another customer service rep and they told me the hotel has a 48 hour cancellation policy and there was nothing they could do for me. If Expedia would have told me this when I asked about the cancellation policy, I would have kept the reservation and proceeded to drive the 3 hours that afternoon and use the hotel. I have taken pictures of the chat so I have all this in writing. If I book through Expedia then I expect Expedia to know their policies and honor what they tell me they would do.
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 June 7th, 2020 via Expedia mobile site for arrival on June 8th, 2020 and departure on June 9th, 2020.On June 8th, the customer contacted Customer Care to inquire about cancellation of their booking. Customer Care let the customer know they would need to cancel before 3 pm check in time. Customer asked them to cancel the reservation and the hotel still charged the customer.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 $73.78 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
I have to cancel my hotel reservations because of covid 19 so I called expedia and explored their website 3/12/2020 so I can cancel it but I was not able to get ahold of anyone over the phone, and website at that time was problematic and does not allow me to cancel, I believe because of the sheer volume of callers and customers trying to get to them at that point. so what I did was called the hotel itself and cancelled my reservations. now the problem is expedia refused to credit back the rewards points used for the said reservation because they said I wasnt able to cancel it. How am I gonna cancel when no one answers the phone and website is not working at that time and even days after because I tried multiple times believe me. pls help me get them to credit back the rewards points that they took for the reservations that was never provided. thanks much.
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:We can confirm our customer made a reservation for the *** Farmington on March 09, 2020 for check-in March 14 and check out March 15, 2020. At the time of booking the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted June 8, 2020 in regards to obtaining a full refund of the reservation due to a lockdown. Customer care did advise that we are unable to issue any credits or refunds without permission of the property since the reservation was not canceled before the date of check-in. Our records indicate a full refund was issued on July 01, 2020. However, the customer had filed a dispute with their financial institution which caused the refund to fail. Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.Reward points totaling 3,422 were added back to the account on June 1, 2020. After review of the customer's booking with our payments team, we were able to confirm that the customer didn't receive a refund through the dispute process. Unfortunately, we were unable to reissue the refund as the card on file is expired. In order to issue the customer's refund, we must collect the card details once more. The customer should reach out to our customer care team via phone and they will assist in getting the refund reissued. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Hotels.com 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.
thank you for helping me, I appreciate it so much, it looks like my actual hotel expense has been refunded, and I received the rewards points back. there are things they never admitted to like their website crashing when the lockdown happened, and unavailability of customer service by phone 2/2 long line of customers waiting to be attended to (as my phone records would show multiple attempts prior to deadline of cancellation) but I got what was owed to me so thank you so much.
Sincerely
Travel cancelled and hotel closed due to Covid19. Called 3/13/20 to get refund for travel plans for 3/16 thru 3/20. Flights were refunded however we have called SEVERAL times to get the hotel refunded. Each time being told they had to get confirmation from the hotel and they would take care of it. After many calls and many hours on hold; all of which are documented with Expedia; we still don’t have a refund. Tried to contact the hotel, but was told we had to go through Expedia. Hotel name is Hotel *** in Times Square. The cost for the hotel was $858.81. Expedia gave us a case number which we can provide upon request. We have been trying to get this refund for 3 months and every time we call they say they can’t understand why it is taking so long and they are sorry. Bottom line.... we still no refund, Please help.
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 January 16, 2020, the customer,
or an authorized user of the Expedia account, self-booked a package for three
passengers on Expedia’s website, under itinerary ***. The reservation
included a roundtrip flight ($530.40), a nonrefundable stay at Hotel ***,
New York, NY ($774.28) and a refundable roundtrip Private Standard Car with *** Limousine Service ($84.23). We understand the customer is requesting
a refund of $858.51 for the hotel and the shuttle portions of the booking due
to COVID-19.Upon review, the private shuttle service was cancelled for a
full refund of $84.23 on March 20, 2020. As for the hotel portion of the booking, due to its nonrefundable
policy we had to contact the hotel to request authorization of a refund. Expedia
made multiple attempts to contact the property via email and phone, but wasn’t
able to reach anyone. On June 26, 2020, the
hotel responded to one of our emails and agreed to waive the nonrefundable penalty.
On June 30, 2020, with the hotel’s authorization, we issued a full refund of $774.28
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.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 *** 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
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
TERRIBLE!!!!! I Booked yesterday, and wanted to upgrade to a 3 bedroom condo and pay difference and y'all cancelled me and penalized me a one night stay. I NEVER CANCELLED!
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
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 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
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
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