Reserved a room for Monday, August 10 thru Tuesday, August 11, 2020 with 2 double beds in Bryce, Utah. At *** Inn. Expedia listed the room for $72 a night. I reserved it and the price listed now was $101.40. I contacted customer service, their response was that during the few minutes that it took me to enter payment info the hotel must have increased their price. I believe that is false price advertising on Expedia. After I reserved it is when it shows me an increase in the price?
Expedia.com Response
• Aug 19, 2020
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings: We can confirm our customer made a reservation on August 10, 2020 to stay August 10, 2020 at *** Inn with a non-refundable change or cancel policy for a total of 101.40 USD including tax recovery charges and fees. August 10, 2020 our customer contacted our customer care because they claim the rate was 72.00 USD when they went to book the room. Our customer care explained to our customer that rates and availability are subject to change without notice. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. We have reviewed the rates and availability on the the date our customer made their reservation. All bookings made on the same date, before and after the time our customer booked, for the same date were for a total of 101.40 USD or higher. Unfortunately, rates and availability do change without notice, even while in the booking screen. We are not able to find any error and cannot refund the difference for this booking. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I booked through expedia and after confirmation msg. And billing. No confermation from the hotel. I reconnect with expedia they said I have to pay nationality fees although in the app said all fees included and puched me to cancel or pay more
Expedia.com Response
• Aug 20, 2020
Dear
Revdex.com, It has
been my pleasure to assist with Case # ***. Our findings and resolution to
the case are listed below. Findings: We can
confirm our customer made a reservation on August 1, 2020 to stay August 19-22,
2020 at *** in Egypt with free cancellation until 2:00 AM
local hotel time, Monday, August 17, 2020 for a total of 193.14 USD prepaid to
Expedia. It is
important to note that the policies and fees listed on our website are set by
the property. There is a disclaimer on the website and sent to our customers
that states: Guests booked in a "Special offer for Egyptians only"
room category must present an Egyptian ID at check-in. The property reserves
the right to amend the rate if valid proof is not provided.August 12, 2020 our customer
contacted our customer care to confirm the booking has been received by the
property. Our customer care contacted the property, but they advised they will
need the request via email. An email was sent immediately. August 15, 2020
called our customer care to confirm their booking and advise they did not want
to pay any additional fees for the stay. Our customer care contacted the
property and was advised our customer did not have a reservation for their
stay. The property has nationality restrictions and charges extra for customers
who are not Egyptian residence. August 16, 2020 Our
customer care reached out to the property via email and were advised that they
cannot confirm the booking since it was made via the United States to stay in
Egypt, but if the customer is willing to pay an additional fee they will be
willing to confirm the reservation. *** advised the new rate
due to the nationality issue would be 865,72 EUR for this booking. Conclusion/Resolution:We would
like to offer our apologies for any inconvenience this may have caused the
customer. We were
not able to find anything to indicate that the room type booked was with a
“Special offer for Egyptians only”. To ensure
future travelers are not impacted, we have notified the property's management
team. Our records indicate the booking has been cancelled and a
full refund processed. Please allow up to two billing cycles for the refund to
post. Because we value our customers business,
we have issued an Expedia voucher in the amount of 25.00 for a future prepaid
reservation. The voucher has been sent to you via the email address used for
booking. It contains a redemption code to be used at the time of booking
prepaid and is valid for one year. Thank you
for bringing this matter to our attention and allowing us a chance for
resolution.Kind
regards, Jeanette
B.Consumer
Relations RepresentativeGlobal
Customer Operations | Expedia
Customer Response
• Aug 20, 2020
Complaint: ***
I am rejecting this response because:
My friend in the same case with the same property got more than 25$ I don’t understand what’s different in my case. Actually I lost much more than 25&. I lost my vacation. Spent 4 days trying to contact expeida in vain.
Sincerely
On 02/20/2020, before COVID 19 was a thing in the United States, I booked a trip with Expedia.com, from Albany, NY to Ft.Lauderdale, FL with travel dates of 07/21/2020-07/28/2020. The trip was to attend a college recruitment event. As time came near for the trip, COVID 19 was at its height, and the NCAA extended the dead period for college recruiting and as a result the recruiting event was cancelled, with a potential reschedule to September of 2020.
On 05/28/2020, I called Expedia.com to cancel my trip and ask for a full refund. They were accomedating in giving me a full monetary refund for the Hotel and Car rental portion of the package deal, but would only offer credit, not, money back, towards the flight portion of the bundle. The credit due totalled $713.82. I took the credit with the understanding that the College Recruitment trip would be rescheduled to September.
In the mean time, as a resident of New York State, our Govounor Andrew Cuomo, has made several executive orders, in essence a list, of states, that if traveling to/from, will need to quarentine for 14 days. As of this writing the list consists of over 30 states, including Florida. Also, the NCAA has also extended the "Dead Period" for recruiting until 09/30/2020,
The "credit" that Expedia has offered me needs to be used by October of this year, some 6 weeks away. I simply can not use this credit within 6 weeks due to New York's Executive Orders and Florida being infested with COVID 19.
On 08/02/2020 I spoke to Expedia and *** asking for a full monetary refund, not a credit. *** said they would authorize a monetary refund, put notes in the computer that any associate of Expedia would be able to see, and I was to contact Expedia for the refund, since I paid them. However none of those notes were updated and Expedia could not find them. I then had the issue placed in the hands of Supervision at Expedia, and on 08/10/2020, I received an email from Expedia, apologizing for the issue, but that a Credit for the flights was still the only option, and the credit would need to be used by October of 2020.
On 08/16/2020, I again called ***, spoke to an associate Cindy, associate number 02130, and she told me that should could not authorize any monetary refund and that Expedia would have to process that, and referred me back to them. She said since I did not pay ***, they would not even know how much to refund if they could. I them called back Expedia, and spoke to an Associate named Apple. She was unsuccessful in her attempts in speaking to *** and again gave the situation to her Supervisor Tammy. Tammy made an effort to speak to *** attempting a full monetary refund, but claims no refund is possible.
Expedia.com Response
• Aug 25, 2020
August 25,
2020
Revdex.com Alaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case
number *** regarding a refund. We
understand that Mr. is requesting a refund of $713.82.
Our records indicate on February 21, 2020, Mr. or an authorized user of the account
self-booked three roundtrip flights on *** Airways and departed on April 21, 2020 from Albany, NY to Fort Lauderdale, FL,
returning July 28,2020 along with a seven night stay at *** by *** Fort Lauderdale East/Lauderdale-by-the-Sea and a seven day *** via ***.
We can confirm on May 28, 2020, the customer called
to cancel reservation due to COVID-19. Our representative cancelled the reservation, issued a full refund for the
hotel and the rental car and advised the flight has a future travel credit
From August 8, 2020 through
August 16, 2020, the customer contacted Expedia on numerous occasions and requested
a refund for the cancelled flights.
Each of our representative advised the flights were cancelled and a future
travel credit was applicable to the cancelled flights per *** COVID-19
policy. During one of the calls the
customer expressed dissatisfaction and threatened that he would file a
complaint with the Revdex.com.
After
further review on August 25, 2020, Expedia verified the
reservation the customer requested to cancel the reservation on May 28, 2020, at
which time a full refund was issued for the hotel and rental car. Expedia contacted *** and confirmed their
COVID-19 policy. They advised since the
reservation was cancelled by the customer the flights are not refundable, but a
future travel credit is applicable. The customer
needs to contact our Customer Service Department at 877-227-7481 to rebook
new travel. *** COVID-19 policy advises
the change fee can be waived multiple times for rebookings done
on/before October 15, 2020. Change fee waived once for rebookings done on/after
October 16 , 2020.
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. Additionally,
at the time of his booking Mr. accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
Customer Response
• Aug 25, 2020
Complaint: ***
I am rejecting this response because:
1. Expedia is currently not taking into account that COVID-19 is still in existence at the time of the writing, and also at the time of the writing, no vaccine is in place. Because of this, as a New York State resident, I can not travel to certain destinations within the United States, including Florida, without having to mandatory quarantine for 14 days. I would have completed this trip, if not for COVID, and with all current restrictions in place for travelers, it seems unreasonable to make one travel now instead of giving money back.
2. I called Expedia today (08/25/2020) asking how long I have to book the trip with my credit that was issued. I was told that I have to COMPLETE the trip and not just BOOK the trip before a year expires on the date of the original booking, with is currently in February of 2021.
3. Because to these truly unreachable parameters in place by Expedia, which, by the way are very poor business practices considering today's situation with COVID, I would like Expedia to extend the date where the trip needs to be COMPLETED to a more realistic time frame, such as 12/31/2021.
4. If Expedia can not extend the time frame of trip/credit completion, I would still insist on a full complete refund for this flight of my $731.00 and change.
5. It is my thought that this is a fair and reasonable solution to this issue.
Sincerely
Expedia.com Response
• Aug 26, 2020
August 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the flight credit
for the cancelled flight reservation.Expedia
has reviewed the details of the previous Revdex.com complaint letter dated August 25, 2020. Expedia has reviewed the details of the
Expedia account. An Expedia representative
advised the customer on August 25, 2020, that the ticket validity is one year
from the original date of issue. Expedia confirmed *** policy allows the
tickets to be exchanged and the exchange fee would be waived. Any increase in
fare would be the customer responsibility. Since the tickets were cancelled by
the customer the flights are non-refundable. The tickets are valid for one year from the original issue date
(February 20, 2020). New tickets must be exchanged, reissued and traveled on prior
to February 20, 2021, otherwise the ticket will be a loss of value. The customer can contact our Customer Service
Department at 877-227-7481 when ready he is ready to exchange the tickets.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Although I do not agree with the decision of Expedia to not refund my money enlight of the current situation in the world, I am forced to accept it. Their policies in reference to refunds and complete lack of customer service with extensive hold times (2-3 hours) each call, portrays a complete disregard for customer satisfaction. I have been a loyal customer of Expecida for over 15 years, but no longer. I'm 100% sure they will not care.
Out $110! Don’t let this happen to you and your family.
I rented a car from Expedia and purchased the insurance. When I went to pick up the car from Enterprise they advised me that the insurance I purchased was not going to cover the car. I was completely dumbfounded because that’s why I purchased it. Apparently, Expedia offers this insurance but knows that not all rental car companies will accept the insurance in which case they impose upon you at the time of pick up to then purchase their insurance at the rental car counter. I was on the phone with Expedia for over an hour without resolution and finally said forget it. I was told at the counter it was as easy as calling Expedia and letting them know I purchased the insurance from Enterprise and to cancel my purchase with them. Please hear me now when I tell you this was so not the case. I wouldn’t recommend Expedia for this or any other service. Please save yourself time, money and hassle. Go directly through the hotel and rental car companies. We were out $110 for the insurance alone. The hotel was not that great either. They will take the reviews and complaints but no follow up.
I booked a hotel (*** Woodbridge, VA) through Expedia because it offered a 10% *** discount. When I checked my
checking account I noticed that instead of the $137 a night I was being
billed $155.73 a night. I tried calling Expedia but got the Philippines and they didn’t understand that I wanted to know what happened to my discount. They transferred me 3 times yet refused to connect me to an agent in the USA. One agent said she would, but I got disconnected.
Expedia.com Response
• Aug 21, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:
We do show that our customer did make a booking on our mobile site for the *** Woodbridge from July 29 to August 18, 2020. The booking was made as a Hotel Collect booking and the *** Suites was the billing party and not Expedia.
We do show that the nightly rate for this booking was $137.28 but this was before taxes were added. The nightly rate of $155.73 our customer noted was the rate with taxes included.
The total for the stay to be charged at the hotel, including taxes, was $3102.60 and this amount was shown to the customer before completing the booking session. The completion of the booking process indicates acceptance of the details provided.
Conclusion/Resolution
We would like to offer our apologies for any inconvenience this may have caused the customer.
We do not find any error in the booking and the rate charged by the hotel was the rate and total agreed to by our customer when booking. We are unable to provide any compensation in this matter.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care Team
In November of 2019, we purchased a trip through Expedia on *** Airlines to Europe scheduled for April of 2020 including Travel Insurance from Expedia. Once COVID required all flights to be cancelled, we called Expedia to cancel and get refunds. They informed me that refunds for flights would have to be secured from the airline and that they would issue a refund for the travel insurance once the airline had refunded us for the airline tickets. Once we secured the airline refund, Expedia then reversed itself and said we could not get a refund for the travel insurance since we had not requested it within 2 weeks of purchasing the insurance. Not only does that contradict their earlier assurances, it makes no sense since obviously the trip cancellation was out of our hands and the result of the COVID situation which came up months after the trip (and insurance) were purchased.
Expedia.com Response
• Aug 21, 2020
August 21, 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 the Flight Protection Plan.
Our records
indicate on November 28, 2019, Mr. or
an authorized user of the Expedia account booked a four roundtrip flights on ***
departing on April 5, 2020 from Los Angeles, CA to Athens, Greece, returning on April 15, 2020, with the Flight Protection
Plan via ***.
We can confirm on April 6, 2020, the customer
called in for refund information. Our
representative noted the
flight was cancelled per COVID-19. Our
representative advised the airline is allowing a future travel credit.
From
August 8, 2020 through August 15, 2020, there were multiple email communications
between Mr. and Expedia about refunding the Flight Protection Plan. The customer advised he was told that he needed to receive the refund for flights first in
order to get a refund for the protection. Our representative reviewed the case details and could not verify where
that was advised. Our representative
advised the normal policy of 15 days for cancelling and receiving a refund for the protection. The customer was sent an email that advised
the Flight Protection Plan could only be cancelled if all of the following were
true: 1)
The customer bought the insurance within the last 15 days 2) The trip hasn’t started yet 3) The customer hasn’t filed any insurance
claim. The customer replied with his
displeasure. Expedia replied advising the Flight Protection was not refundable.
Mr. Kuthe replied advising he would be filing a Revdex.com complaint.
After
further review on August 21, 2020, Expedia reviewed the details of the reservation and
the documentation on the account. There
are not notes or documentation on the account in regard to refunding the Flight
Protection Plan. The Flight Protection
Plan was purchased on November 28, 2019 and would have needed to be cancelled
on or before December 13, 2019, in order for it to have been refunded. After the 15 days the Flight Protection Plan
is not refundable.
Based on the above we are not able to honor your
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
Customer Response
• Aug 22, 2020
Complaint: ***
I am rejecting this response because: Expedia is taking consumers' money for services they have not rendered. They cannot have provided trip insurance for a trips that were cancelled due to COVID. They are pocketing consumer payments without providing services in return. Why would they get to operate with different rules than the airlines who offered credits or refunds for cancelled trips?
At the beginning of this year I booked a trip to Guadalajara Mexico with Expedia, they offered me a "Vacation Waiver" in case of for any reason I can't travel or I change my mind, I will got my refund "no questions ask", before 24 hours past I decided to do it and I called and confirm the purchased of the "Vacation Waver"; due to a Health condition and with the COVID 19 around I decided to cancel my trip, I contacted Expedia and they refund part of my trip and *** airlines refund their portion of the trip. *** Airlines totally refuse to refund my money offering me credit for a future trip, ( this was going to be a one time trip), I explained they in may and numerous of times the reasons that I had for the cancellation; few days after I called again and again to be able to take care of the issues but they keep calling me to confirm my trip showing that they totally disregard my efforts to cancel the trip. After the date for the trip I call them again and confirm with *** that I didn't use the ticket and I wanted my money back because I wasn't going to fly or travel their routes in any future; they keep bouncing me from person to person for weeks, they they told me to again put it in writing to their web side, I did it and never received any answer back from them; Expedia told me to "as they explain in their web side" get an answer from *** and then they will refund my money, I been tring to get this resolve for over four months and nothing happen; today I decided to call them to get a final answer, I did, after talking to Josh for 48 minutes and then hang up on me and try again ans spoke to Kim for 23 more minutes and then her supervisor Kevin for another 45.14 minutes and the answer is NO I'm not going to get NOTHING from them ether because is totally different when they sell the insurance to when you have a claim. I just need a refund of $329.06 cost of the Guadalajara -Chicago fly for two people on *** Confirmation *** on May 18 - 2020.
My Expedia Trip itinerary # *** Vacation waver # *** Attachment is the explanation of how Expedia waver works
How does it work?
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
Waive our own change or cancellation fees (if any);
Return any amounts refunded by the travel provider(s) to you;
Refund any amounts withheld by the travel provider as a change or cancel fee;
Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
How does it work?
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
Waive our own change or cancellation fees (if any);
Return any amounts refunded by the travel provider(s) to you;
Refund any amounts withheld by the travel provider as a change or cancel fee;
Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
Expedia.com Response
• Aug 21, 2020
August 21,
2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting
a refund of $329.06.
Our records indicate on February 29, 2020, Mr. or an authorized user of the
account self-booked two combined one way flights, the outbound flight was on ***
Airlines and departed on May 14, 2020, from Chicago, IL to Guadalajara,
Jalisco, Mexico, returning flight was with *** and returned on May 18,2020,
along with a four night stay at Hotel ***, a four day car
rental with *** and the Collision Damage Plan via ***.
Our records indicate on March
1, 2020, Mr. or an authorized user of the account
self- booked the Vacation Waiver via ***.We can confirm on April 27, 2020, the
customer called to cancel the reservation due to COVID-19. Our representative processed the
request. The hotel refund was $148.94,
the Collision Damage Plan refund was $55.00 and the *** car rental refund was
$34.00. The refunds were processed to the original card that was charged. The customer called back and asked to get the
tickets cancelled. Our representative asked
the customer to contact the airlines.
On August 15,
2020, the customer called in requesting
a refund of the *** ticket. He
stated he called both *** and *** and was able to get refund for
*** but *** will only allow him to reschedule with a future travel credit. Our
representative advised the Vacation Waiver will not cover the *** ticket
since the airline has a flex policy in place. The customer called back and advised he wanted us to use the Vacation
Waiver to execute a refund on the return flight with ***. Our representative advised *** is a Low
Cost Carrier (LCC) and the Vacation Waiver has been disabled due to their COVID-19
policy. Our representative provided information
to the customer and clarified that an LCC requires the customer to contact them
directly.
After further review on August 21, 2020, Expedia verified the Expedia account and the
refunds that have been issued along with the documentation on the account. Our representative advised Mr. that he
needed to contact *** directly, since they were a low cost carrier. Mr.
advised that he received a refund from *** Airlines but ***
advised he had to reschedule. *** is
not offering a refund for the cancelled flight they are offering a future
travel credit. The customer needs to
contact *** when he is ready to exchange the ticket or if he has any question
on the COVID-19 policy.
Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Additionally,
at the time of his booking Mr. accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
NEVER USE THE TRAVEL SERVICES OF EXPEDIA!
As a consumer in a digital age, where we all have almost unlimited options at our fingertips, DO NOT even think about booking travel through Expedia. They have bestowed the most stressful and irritating week of my life due to their total lack of respect, accountability, and integrity. I preface this review, under the full understanding that planning an international vacation just prior to the start of a global pandemic was bound to hit a few pain points. However, after a week of phone calls and nearly 8 hours talking back and forth with customer service agents and supervisor after supervisor, I would not wish this customer experience journey upon my worst enemy.
In order to respect the valuable time of anyone reading this review, which Expedia does not, a brief summary of this horrendous battle will be best. Under a different forum, I have no doubt that I could write a three-part novel regarding the lack of responsibility which ruined, what should have been, a once in a lifetime trip!
To give some context, the trip was originally booked in late February of this year and set to take place at the end of August to the Dominican Republic. This vacation package included 2 swim-up style rooms at an adult only, all-inclusive resort and was valued at nearly $10,000!! Early this week we were notified via email that the resort was postponing their original re-opening date due COVID-19. This email was sent with Expedia letter head and originated from the resort detailing available options to either re-book at that same property later this year or maintain the original travel dates but move to their only open property in Playa Mujeres, Mexico. Either way, the resort would honor original pricing with the same style rooms.
Immediately upon receiving this correspondence I called Expedia’s customer service phone number. The primary number leads you to one of their overseas call centers. The customer service agent with whom I spoke struggled to speak the English language at the very best. I explained the situation and informed the agent that our party’s only option was to keep the original travel dates and move our reservations to the property in Mexico due scheduling restrictions outside of our control. The agent confirmed our booking over the phone and said that everything was as requested. Little did I know that it was COMPLETELY WRONG!
Minutes after ending the call with the agent I received my confirmation email. Upon review, I immediately realized that the agent had booked the wrong property. A property that I might add is currently closed!! I rushed to called back and informed a supervisor that the agent had incorrectly booked the property. They created a “case number” and told me that they would attempt to call the resort, inform them of the mistake, and work to get it corrected. After over a day of waiting with no response from Expedia I was forced to call back. They informed me that they were unable to get anyone from the resorts “reservations department” on the phone. They advised me that I should attempt to reach out to the resort directly and resolve the issue myself. So, I did, and this is were the problems really started to mount!
Expedia took it upon themselves to cancel my original reservation to the Dominican Republic and the incorrectly booked property in Mexico as well! Leaving us without a reservation at all! When corresponding with the resort directly, they told me that they were unable to help me because Expedia cancelled our original reservation. Since there were no active reservations in their system, we would have to resolve the issue with Expedia directly.
My blood is boiling at this point!
Engaged, I call Expedia again and demand to speak with a supervisor. The overseas call center directed me to the corporate office where I was finally able to speak to someone that spoke English as their primary language. After 3 straight hours on the phone I was informed me that the only option was to complete a new booking for the property in Mexico and that any returns from the original purchase would take up to 30 days to be processed!
Now, we are only a couple weeks from our travel dates and prices have skyrocketed! Expedia admitted that everything up to this point was caused by an “AGENT ERROR”, however, they absolutely refused to pay any difference in price as a result of their agents incorrect booking. Once again, I demanded to speak with a higher-ranking supervisor. The agent refused to transfer the call but said she would speak with him or her to authorize a refund for the drastic different in price for the same style rooms as I had originally booked. After another extended hold the agent told me that the supervisor denied any compensation at all and cited a “SUBJECTIVE AGENT ERROR”. What the hell is a subjective agent error?! The agent booked the incorrect property, cancelled our original reservation, and left us hanging in the wind! There is nothing subjective about it!
They were wrong. PERIOD!
As many corporations due in this scenario, their goal is to “wear down” disgruntled customers in hope they will just move on or quit completely. Honestly, after over 6 hours on the phone, their tactics were working. I no longer wanted to speak with scripted call center agents and/or their supervisor who were unwilling to correct this obvious mistake.
The lack of accountability at this company is the problem. Not a single representative that I spoke with at Expedia attempted to rectify this error.
The whole point of booking through one of these travel services is to have an advocate. You pay a premium for when circumstances like this arise. We are all humans, and everyone makes mistakes. I am not faulting human error is this scenario but the whole situation could have been fixed if Expedia simply made “right” what was clearly so “wrong”.
In conclusion and without a doubt, my vacation plans were completely ruined due to an “Agent Error”. What is so upsetting it is the flat-out refusal to reimburse us at all for the drastic price difference. We would have had no problems at all, no price increase, and the same swim-up rooms if Expedia would have done their job. This company has the resources to correct this problem, but they will not. The most concerning part of this experience is that I spent well over eight hours on the phone with close to ten different representatives and four different supervisors over the course of a week with no resolution. The disregard for their customers is clearly part of this company’s culture. It seems to be a systemic problem and more than likely even praised within their ranks. I have chosen to book another vacation directly with the resort and I suggest that you do the same in the future.
***NEVER USE EXPEDIA. PERIOD
Holding my money for ransom and incapable of making travel arrangements
Expedia.com Response
• Aug 26, 2020
August 25, 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 booked a package for three nights at the *** Resort & Casino, with check in on May 25, 2020, for two people, roundtrip flights and vacation coverage.The customer canceled the hotel and flights. The hotel was refundable but the flights were not. The vacation coverage was also not refundable. One passenger exchanged their ticket for new flights traveling from August 10, 2020 to August 13, 2020. The flights for the new exchange were canceled by the airline and the ticket had not been reissued. There was no charge for the exchange.The customer contacted us stating they purchased a new flight. They received the value of the one ticket that had not been reissued in the amount of $256.60 and an additional $28.40 on August 16, 2020. The refund time frame varies based on the processing of the credit card company. The refund was provided due to an error in processing the exchange. The ticket that was not exchanged as not refunded and is still available as a credit. Thank you again for allowing us to address the comments and concerns of our customer, and for considering all parties. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 26, 2020
Complaint: ***
I am rejecting this response because:
Sincerely, This is my point I tried to use my credit waiver when I showed up at the airport the ticket hadn't even been issued it wasn't *** airlines as I have a document from them stating that it was never purchased on expedia's end of things.I'm asking for the return of the last existing waiver as I don't feel comfortable planning another vacation with you showing up at the airport and having to spend my savings money on a new ticket.I trusted you with good faith to use my waiver to book that August 10th vacation and when I showed up at the airport the vacation airline ticket didn't even exist Attached is the *** response to that.I am asking for the refund for my waiver for that last existing ticket as cash money return back to the *** on file as I cannot entrust that you guys book another ticket as I don't have the money to show up for another vacation and pay out of pocket.
Expedia.com Response
• Aug 30, 2020
August 30, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, March 4, 2020 the customer purchased two nonrefundable flight tickets, a hotel reservation and vacation coverage for travel starting May 25, 2020.April 15, 2020 the customer canceled.The hotel was refunded in the amount of $147.29.The flights had a value of $256.60 per passenger, that could be used towards future flights, with restrictions.The vacation coverage was nonrefundable in the amount of $52.00.July 16, 2020 one passenger exchanged their ticket for travel starting on August 10, 2020. The other ticket remained available to exchange. There was no additional cost due for the exchange.The new ticket did not get issued for the exchange.August 14, 2020 the customer reported that they arrived to take their fight, the ticket had not been ready, and they had extra expenses. We refunded the customer $28.40 based on their report that this was their additional cost over the ticket value, as well as the value of the ticket that had not been exchanged in the amount of $256.60.August 30, 2020 – Expedia will not be refunding the customer for the nonrefundable vacation waiver. It is nonrefundable and we will not be providing a refund based on dissatisfaction or experience.The passenger was entitled to receive the flights as provided by the airline on August 10 and 13, 2020 without extra cost from the exchange completed on July 16, 2020. They were not entitled to a refund in place of the exchange.As the customer was already provided refunds in the amount of $285.00 based on advising Expedia they purchased a new ticket on August 10, 2020, no further refund can be provided unless the customer provides documentation of the flight purchase on August 10, 2020. Any cost for that flight above $285.00 can be considered. Please submit a receipt if required. Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 31, 2020
Complaint: ***
I am rejecting this response because:
Sincerely, To the point is if I already tried to use a waiver and showed up at the airport and my ticket wasn't even issued by Expedia in the first place. what ensures me that this isn't going to happen again when I go to use my waiver? nothing nothing ensures me that you guys are able to do your job. That's why I'm asking for the last waiver to be refunded. as in good faith I've already tried to use a waiver and showed up at the airport and had to pay for my ticket. this as a business is unacceptable when you guys have one job to do. Stop trying to evade the inevitable you guys failed you guys did not fulfill your end of the deal. This has nothing anymore to do with non-refundable non-returnable non-constable and everything to do with you guys failed to do your job and I cannot trust you to get it done again.so please answer me the question of how I'm going to guarantee to be able to use that waiver without any hassle any problems when I show up at the airport how are you going to guarantee that????
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked a flight with Expedia and they cancelled the flight on us due to coronavirus travel situations. We requested a refund as the DOT requires airlines to provide full refunds in these circumstances. The airline provided a full refund to them, however they only gave us a partial refund back in the form of vouchers that we do not need or want. They charged us $180 in fees for a service that we agreed to pay, but they failed to provide.
Expedia.com Response
• Aug 24, 2020
August 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 a roundtrip flight with *** Airways for travel
from Victoria Falls, Zimbabwe to Cape Town, South Africa on June 22, 2020. The
airline suspended all international flights that they carried directly, but stated
they could not offer a refund. They are waiving fees and allowing the flights
to be rebooked within two years of the original purchase date. Further
extension might apply.Expedia
is a third party intermediary that offers items via the website from travel
suppliers such as airlines and hotels. The terms and conditions are those of
the travel supplier, and not within our control. Terms and conditions for
flights include the Expedia website Terms of Use, and the contract of carriage
of the airline carrier that can be reviewed on the airlines website. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 25, 2020
Complaint: ***
I am rejecting this response because: I was told that there would be a $90 per person charge when we need to redeem those vouchers, charged by Expedia. If the airline refunded the full ticket price, and Expedia did not provide the service we paid them to do, then we should receive the full amount back and not have any fees tacked on by Expedia.
Sincerely
Expedia.com Response
• Aug 26, 2020
August 26, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the consumer complaint number ***, from ***.We regret to hear that the customer was not satisfied with
the customer service received. We will not be able to refund the flights due to
dissatisfaction with customer service. Expedia does not charge penalties for cancelations or
changes. When the airline charges fees, they are charged to the customer. The
flight was purchased from *** Airways via the Expedia website, not
from Expedia. The policy provided by *** Airways for this customers
tickets, is the same as they applied to customers who purchased directly on the
*** Airways website.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Complaint: ***
I am rejecting this response because: I am not impressed with the blame game of who is at fault, the airline says it's Expedia and Expedia says it's the airline. As consumers we have all been placed in these situations as it is easier for businesses to deny liability by blaming their partners. As a consumer I am tired of companies utilizing these tricks....the blame game, the "we can afford an attorney to write up our legal contact and you can't", the "let me place you on hold and transfer you incorrectly for hours until you give up", etc.
The tickets were purchased on Expedia.com. Expedia.com is who I entrusted with my purchase. I entered into an agreement on the website that I would pay $473, in exchange for a service/goods of airline tickets. Through no fault of my own this service was not provided to me as agreed upon when the companies involved cancelled the flight on me. As opposed to returning my money, I was informed by Expedia that they would not provide a refund. I was told I would receive only flight vouchers, with $90 per person in fees deducted, even though I was not the party who cancelled the flight.
From a conscientious company who values it's customers I would expect reimbursement, some level of assistance, and/or recuperation the money that was stolen from me. As a respectable business you are additionally liable for advertisements and connections on your website, therefore the "blame game" does not absolve you of responsibility.
I had paid for a vacation package through Expedia before the Corona virus closed everything down. When it was time for my vacation in April, Covid-19 forced businesses to close. I cancelled my flight. *** Tickets were reimbursed, *** was reimbursed. The hotel also closed and on April 1st, I received an email that I would be receiving a voucher worth $784.76 that I should receive within 4 weeks and the voucher would be valid for 1 year at the same hotel. Now I know that the parks are still closed and I plan on rescheduling, but I have not received the voucher. I have contacted the company several times and being on the phone for hours each time, getting hung up on, promised that my voucher was coming each and every time, yet I still have nothing.
Expedia.com Response
• Aug 21, 2020
August 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a voucher that the customer has not been issued.
After reviewing the complaint I was able to confirm that Mrs. was informed that 30 days after August 14, 2020, the voucher would be applied. An agent has already reviewed this case and submitted a request for a voucher. If a previous request was made it’s possible it was not processed by our system. We deeply regret the inconvenience this has caused.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We must follow any rules provided to us regarding coupons and vouchers as well as timelines that may have been set.
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 so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
Booked the flight ticket from Expedia.com and depart flight got cancelled by airline. It is very understandable situation under Covid-19. However, agent from expedia not offering alternative flight. Under this pandemic, I am not comfortable to lay over multiple airport with my 3 year daughter and decided to cancelled the flights. However, Expedia agent informed that only refundable for depart flight. What I am going to with return flight? I booked thru Expedia and paid to Expedia because I trusted the Company Brand. However, every agents I spoke with telling me to deal with air line straight or cross my finer until return flight get cancelled. I believe Expedia should step up and solve my issue behalf of your customer. not telling customer to call each airline and deal with it... Please to help to get full refund from both air lines.
Expedia Itinerary # ***.
Expedia.com Response
• Aug 21, 2020
August 21, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Upon researching the customer’s complaint, we have been informed that on August 14, 2020, Mr. was emailed by Expedia and informed that the airline had authorized a refund for the outbound tickets. The return tickets were with a different airline and they had not authorized a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. Only the outbound ticket will be refunded. Delta Airlines did not authorize a refund. However, Mr. is able to use his flight credit with the airline by contacting Expedia when he’s ready to rebook.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I purchased an international flight ticket from Expedia.com on the 6th of August 2020. Flying from Washington Dulles to Accra Ghana via ***. I received a cancellation notice and they have not refund my money back. I need the money to purchase a new ticket back home next week.
Customer Response
• Aug 19, 2020
I have received my refund back. Thanks very much !
I booked a reservation through Expedia on 8/7/2020. Upon arriving to the hotel on 8/8/2020, we were advised there is no pool. no hot tub, and no complimentary breakfast. These amenities were a huge determining factor in the amount we spent and where we booked. The woman at the hotel advised we she could not be of any assistance other than checking us in. That in order to change or cancel our reservation, or even receive a refund, we have to do it through Expedia. Immediately I wanted to change to a cheaper hotel/motel or one that offered the amenities we were looking for. I tried to call Expedia multiple times with no luck even though their phone system advised of less than a two minute wait. I sat in the lobby trying to call until I finally had enough and has no choice but to check in. I then called Expedia the next day when I got home 8/9/2020. The rep (Nina) told me in order to refund me, they would have to talk to the hotel to confirm these amenities were not available and ask for a refund. I advised that the hotel told me I was at the mercy of Expedia, and now Expedia is telling me the opposite. She advised she is going to send an email to a special team within Expedia to have them reach out to the hotel and someone would get back with me within 72 business hours. It is now 8/13 and I never received a call back, so I call back Expedia and explain the WHOLE story again. I have to start the process all over. The rep(Carlos) said he spoke to the hotel and they wont offer a refund as we were advised before checking in these amenities were not available. I asked to speak with a manager. The manager comes on the line to tell me that the first rep I spoke with on 8/9/2020 NEVER left any notes or did any further work to assist me after my call on 8/9/2020. So I spent 34 mins on the phone with Nina and nothing was done. I was basically told I never made the call. At the end of the day, I booked my reservation through Expedia who advertised these amenities, and still to this day the website is showing these amenities. I would have stayed somewhere else had I been able to speak with someone with Expedia prior to checking in. I did not know my options as I have never used Expedia before. I am asking for a refund not only for the false advertising, but for the inconvenience. I have spent way too much time on the phone with Expedia and no one seems to want to help.
Expedia.com Response
• Aug 21, 2020
Dear Revdex.com, It has been my pleasure to assist with case #***. Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on August 7, 2020 for one night at *** by *** Syracuse for a total of 52.35USD, and was set for check-in on August 8, 2020 and check-out on August 9, 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, Friday, August 7, 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.Ms. expressed disappointment with missing amenities, therefore I reviewed the hotel and room amenities to determine what Ms. should have expected upon arrival. The hotel amenities list includes the following public, onsite amenities: • A restaurant • Indoor pool • 24-hour fitness center • Free WiFi in public areas • Free self-parking • Free airport shuttle are also provided. • Bar/lounge • Coffee shop/café • Spa tub • Full breakfasts are available for a surcharge and are served each morning between 6 AM and 11 AM. ? Seasons Tavern - This restaurant serves breakfast, lunch, dinner, and light fare. Guests can enjoy drinks at the bar. Happy hour is offered. ? Room service (during limited hours) is available. Ms. chose a Standard Room, 1 King Bed at a special discount rate of 15% off. The room description on Ms. itinerary indicate she accepted the following amenities when booking this room type: • 1 King Bed- Layout - Separate sitting area • Internet - Free WiFi and wired Internet access • Entertainment - 42-inch flat-screen TV, premium channels, and MP3 dock • Food & Drink - Refrigerator, coffee/tea maker, and room service • Sleep - Pillowtop bed, premium bedding, a down duvet, and blackout drapes/curtains • Bathroom - Private bathroom, shower/tub combination, designer toiletries, and a hairdryer • Practical - Safe, iron/ironing board, and phone; rollaway/extra beds and free cribs/infant beds available on request • Comfort - Daily housekeeping and climate-controlled heating and air conditioning • Accessibility - Braille signage, grab bar near toilet, visual fire alarm, and wheelchair accessible • Non-Smoking, pet friendly • Connecting/adjoining rooms can be requested, subject to availabilityWhen a guest is unhappy with a hotel they have booked, we recommend letting the front desk know so that they can offer a solution. According to our records, on August 13, 2020 when Ms. contact our customer support team, the hotel informed our agent the front desk had offered cancelation due to her complaint about lack of a pool, hot tub or breakfast, but because she opted to use the booking, no refund could be authorized. Our agent offered a 50.00 coupon as goodwill; however, Ms. declined.Upon Ms. request, she was connected to a supervisor. The supervisor was unable to confirm any calls were received prior to check-out. However, the customer reached out on August 09, 2020 to advise that not all amenities were available during their stay.RESOLUTIONWe have confirmed the room description indicated no expectation of an in-room hot tub or free breakfast. We regret any difficulty caused by the unavailability of the onsite tub and indoor pool. As our records confirm Ms. has already been refunded half of the reservation in the amount of $52.35 as compensation for the missing amenities, there is no further action for Expedia to take. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Allison D.The Expedia Team
Customer Response
• Aug 21, 2020
Complaint: ***
I am rejecting this response because: these statements are not accurate. Time and time again Expedia proves to provide little to no effort. I am not sure who Ms. is, but it is nothing to do with me. However, the amenities that miss *** had listed at her itinerary is the same that I had listed when I booked. Their website hopefully has been updated since I had brought this to their attention on August 9th. The listing stated there is a hotel and pool on site as well as complimentary breakfast. There was no bar there was no outdoor seating there was no pool there was no hot tub there was no complimentary breakfast. The only thing the hotel had to offer was a bed air conditioning and a bathroom. All of the other amenities listed were not available to us. The main purpose of my complain is to bring it to the Revdex.coms attention That Expedia is providing mediocre customer service at best and their bookings are not accurate. Even when I notified them on August 9th they still continued to list the same amenities that they knew were not available. When I called again a few days later the representative tried to tell me that I never called on August 9th so she had to pull my call to confirm I was not lying. Upon doing so she found out I did call and had a 34 minute conversation with that representative who did nothing after our phone call. They did not even leave a note that I had called. They did not reach the hotel when they said they would. They did not reach out to the special review team as they said they would. When I checked in they said in order to make any changes to my reservation I had to reach out to expedia as they were unable to cancel it on their end! It seems like Expedia and the hotel are doing nothing other than pointing the finger at each other. Expedia should make sure their listings are up-to-date so people are Receiving what they are paying for.
Sincerely
Expedia.com Response
• Aug 21, 2020
Hello Revdex.com,Due to our customer's continued dissatisfaction, we have reviewed case #*** again.We apologize for the confusion in names used on the last reply; however, the information provided was correct. The reservation at the *** by *** Syracuse did not include free breakfast and there was no pool or hot tub. Customer care was contacted on August 13, 2020 regarding obtaining a full refund. Customer care did contact the property immediately even though it was after the check out dates for the reservation. The property stated that they offered to cancel the reservation, and the offer was declined. The property did agree to a 50% refund for the inconvenience which we are happy to see was issued to the card on file. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund.Thank you for allowing us a chance to review this case again.Kind Regards,The Expedia Team
Customer Response
• Aug 21, 2020
Complaint: ***
I am rejecting this response because: Again inaccurate. The hotel refused to cancel or make changes to the reservation as they stated it needed to be done through Expedia. I tried to call Expedia for an hour waiting in the lobby with no success. So I called the VERY next day 8/9 where I have a 34 min conversation with a rep named Nina who did nothing. Not even notate my file of my complaint. So I had to call again August 13th and go through the whole ordeal from the beginning. I'm not looking for another response, please make sure my review is posted as their customer service is mediocre at best. Awful customer service, awful management, and not user friendly.
In November 2019 I made a hotel reservation with Expedia for *** for a 2-night stay starting on September 6, 2020 (the booking type was non-refundable). However, due to COVID-19 U.S. citizens are banned from travelling to Greece for non-essential travel, which includes tourism. As a result, I reached out to the hotel directly to inquire about possible options. The hotel responded back indicating they are willing to accommodate me, given the circumstances, and offered to either reschedule for future date or issue a credit/voucher. The hotel suggested contacting Expedia to complete the request, which I did. During my conversation with Expedia Representative, I indicated that I am aware that my booking was made as non-refundable and I am not seeking for a refund, but a voucher with the hotel for future use. I also told them that I contacted the hotel directly and they agreed for such arrangements. However, the response I got back from Expedia after they contacted the hotel was that my request to cancel the reservation without penalty was denied. First of all, I did not ask for a refund. I also asked Expedia to clarify why the hotel response to me was different as they agreed to either reschedule or issue a voucher. I forwarded my correspondence with the hotel to Expedia, but it feels it was ignored.
Expedia.com Response
• Aug 20, 2020
Dear Revdex.com, It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created online on November 24, 2019 for two nights at *** for a total of 134.84USD. The booking was set for check-in on September 6, 2020 and check-out on September 8, 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.According to our records, our customer care agents were informed by Ms. the hotel had personally advised her she could rebook at the property. As the property had not advised Expedia of this arrangement, agents repeatedly called the property to obtain official authorization. Regrettably, we were advised the property would not allow rebooking.Resolution:As Ms. had provided a copy of an email sent to her by the property allowing her to rebook the reservation, I forwarded her email to the hotel and asked them to review. The property has now reversed their decision and will honor the email they had sent to Ms..I am pleased we were able to resolve this matter. To arrange new travel dates at ***, we recommend she contact the property directly, using the contact information provided in her online itinerary.Kind regards,Allison D.The Expedia TeamTell us why here...
Despite numerous attempts and phone conversations with this company's reps about our Refund we still have not received it. The airline *** had cancelled our trip to Spain due to the Covid 19 crisis and we were promised a Full refund on all 4 tickets and as of today we have not gotten our refund.
They are claiming that the Airline *** wouldn't allow it.
Expedia.com Response
• Aug 21, 2020
August 21, 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 allowing us time to address the comments and
concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *. *** regarding a flight
reservation for four passengers.Our records indicate that on December 11, 2020 Ms. ,
or an authorized user of the Expedia account, self-booked a round trip flight
reservation for four travelers, under itinerary ***. Travel was
aboard *** Airlines, departing June 22, 2020, from Chicago, IL, United
States to Palma de Mallorca, Spain returning July 5, 2020. We understand Ms .*** is requesting a
refund for her flight.
On June 13,2020 Ms.,
or an authorized user of the Expedia account, cancelled the flight reservation due
to schedule change and requested a refund to be processed.
We understand that Ms.’s issue has been resolved. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
I am active duty military and I booked a trip to Greece before the pandemic. Due to covid-19 my trip was canceled and I was not issued a refund because they only gave me credit for the hotel in Greece that was only good for 12 months. For two months I tried to contact Expedia for a refund because the trip was not canceled by me but instead by the company and I am also active duty military and we are restricted from traveling outside of the country so I would not be able to use the credit within the next 12 months.
Expedia.com Response
• Aug 17, 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 March 8, 2020 via the Website for arrival on May 19, 2020 and departure on May 21, 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.From May 21 thru July 29,2020 the customer was in touch with our customer care team regarding a refund. During their interactions with customer care, customer care advised that we were unable to offer a refund but a future travel voucher would be issued for their reservation. Unfortunately, due to an unexpected error, the coupon didn't process appropriately. Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Our teams are working diligently to get the customer's voucher reissued. 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,The Expedia Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because: The cancellation policy states that if “I” the consumer cancel the booking then I would not be refunded. However, I did not cancel the trip. The trip was cancelled by the hotel do to covid 19 therefore it was not my choice to cancel and it was out of my control. The other hotels that I booked for that stay abided by their cancellation policy and gave me a full refund due to the global pandemic.
Sincerely
Expedia.com Response
• Aug 20, 2020
Dear Revdex.com, It has been my pleasure to address Ms. rebuttal in case ***. Please find our response below. We understand from Ms. response she would prefer a refund for the *** Hotel cancelation, and that other hotels she booked in Greece allowed refunds. I have reviewed the account in order to address these points.My review the account indicates two other hotels were booked for May 2020 travel to Greece. The hotel booked for check-in on May 21, 2020 was non-refundable; however, it is the choice of each hotel to determine how their nonrefundable bookings will be handled, and this property allowed a refund on March 27, 2020, the date the customer submitted an online cancelation. The itinerary for the hotel that was booked for check-in on May 24, 2020 contained a cancelation policy that allowed a full refund if canceled prior to May 10, 2020. Our records confirm the customer canceled it in April and thus received a full refund. As mentioned in our previous response, the customer chose a nonrefundable cancelation policy for the *** Hotel. Our records confirm that on 11 Apr 2020 the customer used our online Virtual Agent and entered the information for the *** Hotel itinerary. The Virtual Agent advised, "This discounted rate reservation at *** Hotel is non-refundable. If you cancel it, you won't receive a refund. Should I cancel?" The customer responded, "Yes, cancel." The Virtual Agent completed the customer's request and advised a confirmation email had been sent.While we understand Ms. disappointment with the coupon allowing her to rebook the *** Hotel, I can confirm there were no errors on the part of Expedia or the property for the cancelation or coupon offer. I can confirm the 297.00 USD coupon is now available in the account. Should the customer find she is able to use it, our customer service team will be available for any questions she may have. Thank you for allowing us a chance to review these concerns again and to clarify our response. Kind regards,Allison D.The Expedia Team
Customer Response
• Aug 20, 2020
Complaint: ***
I am rejecting this response because: Expedia I am deeply dissatisfied with the way you are dealing with this refund process and how you are treating military members. You blatantly lied and said that I cancelled the trip when that was never the case because it took a long enough process to try to connect with someone on the phone or in a chat to get the situation resolved AFTER it was cancelled by YOUR company. As I have previously stated I am in the military and we are on a movement restriction order and there is absolutely no way I would be able to travel to this hotel within the next 12 months. I am losing out on the $296 that could be used to help my family during this time but I have learned to NEVER use this company again and I will tell all of my military counterparts that this is how you choose to resolve cases during a pandemic.
I purchased a bundle trip package with Expedia on 2/4/2020 to take my son to NYC for his 11th birthday, departing on 3/23/2020. I purchased the trip insurance since it was an expensive trip for me (I am a single full time working mother). As the pandemic became more of a reality I realized that I would need to cancel the trip and spent countless hours trying to get through to Expedia. Because the trip was purchased as a bundle, I was told I could only cancel by speaking to a customer service agent. However for the entire month of March I could not get through. I have pages and pages of text messages with the Expedia Chat Bot. Finally one week before my trip I called my bank and disputed the charge since Expedia did not have the technology platform that allowed me to use my insurance. After much back and forth, as well as false information provided by Expedia to ***, both my dispute and my insurance recovery were denied. I have documentation from both parties indicating that they would not honor my dispute or my travel insurance. I made it clear that I am in no way attempting to recoup a refund two times, but rather I am owed a refund for my hotel charges of approximately $1200 and an airline travel voucher for another $1000 for future use. I have nothing except the original charge put back on my card in May 2020.
Expedia.com Response
• Aug 13, 2020
August 13, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation.
On February 4, 2020, Ms. self-booked a package reservation on our site via itinerary ***. We understand from the complaint that due to concerns over Covid-19 Ms. wished to cancel the reservation but was unable to reach Expedia by phone. Mr *** then filed a fraud claim with her financial institution in an attempt to be refunded the amount paid for her booking. Ms. is now asking for a refund for the hotel portion and a coupon for the amount paid for the airline reservation.
Upon receiving the customer’s complaint we reviewed the customer’s case. We have been advised that since Ms. filed a fraud claim with her financial institution she needs to contact a department that deals with credit disputes and chargebacks. The department name is *** and phone number is 1-800-613-1545. I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund. If Ms. has already resolved the issue she may disregard.
I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the te*** 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter.
Sincerely,
Daniel ***
Corporate Correspondence Team
Customer Response
• Aug 24, 2020
August 22, 2020
***
***
***
To Whom It May Concern / Expedia Travel Services:
I find it extremely frustrating in te*** of the speed of response time to my complaint filed with the Revdex.com against Expedia. The quick nature of Expedia’s response (1 day) further demonstrates the lack of respect and service provided to the customers this business serves. Clearly the public posting of my disputed transaction is more important to Expedia than my being serviced for the items that I purchased from the travel services company. While I spent countless hours and hours on hold or chatting with customer service chat bots, Expedia was incapable of taking my calls to fulfill the travel insurance service that they sold to me as a trusting customer. The attached set of documents further demonstrates the incredible amount of time and energy that I needed to spend for me to “receive” what I had purchased in the form of travel services. When faced with a deadline required for my trip cancellation but inability to get through to any customer service entity with Expedia I did the only thing that was possible – I disputed the charge with my credit card as Expedia had sold me an insurance service that it did not have the technological bandwidth to service. The 15-page excerpts from my chats with customer service demonstrate my good faith effort to follow instructions and have my insurance processed correctly but Expedia did not have the technical capacity to honor.
I have documentation from both entities indicating that I received credits or refunds from both *** and Expedia – which serve to show anyone reading that I was denied my refund, was charged for a trip and insurance that Expedia failed to provide and leaves me with a $2,400 charge for travel that I did not receive.
In Expedia’s response on 8/13/2020 an entity called *** is listed. I have called this number over a dozen times only to receive an automated message that the call cannot be taken at this time. If this is an attempt to provide me with any type of “service” or “program” with which I can receive any of the services or insurance that I purchased in good faith then it should be called out as essentially selling a consumer a false and misleading service with no actual benefit or insurance coverage - which in my mind is fraud.
The amount of time that I spent chasing down all the phone numbers, links and emails is an entirely different matter that I realize that will never be recouped. I had been a dedicated consumer of Expedia’s travel services for years but this experience has been so negative that I will no longer use the service and I will continue to be very vocal with friends, colleagues and family members about this experience and large charge to my credit card for services and credits I never received. Everyone that I have shared this with says nearly the same thing “I have heard so many negative customer service situations as well as general issues with people using Expedia.”
I continue to state that as a consumer, I am entitled to approximately $1,200.00 of my purchase being refunded for hotel charges covered by the insurance I purchased with an additional $1,000.00 of airline credits with JetBlue for airfare that was covered by the insurance but not fully refundable. In the event that COVID-19 allows for parents to travel again with their children in a safe manner, I am appalled that I will not be able to take my son to NYC as we had planned because I cannot afford to pay for an expensive trip two times since Expedia has dishonored the travel insurance that I purchased.
Sincerely,
***
This message originally read on 8/13/2020
***
*** Dear ***: This message is in regard to your complaint submitted on 8/11/2020 against Worldwide Travel Exchange. Your complaint was assigned ID. Revdex.com has received a message from the business regarding your complaint. Please review this information below and provide Revdex.com with a written rebuttal. All responses will be copied to the business for their review. THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON Revdex.com'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your response to remove personally identifiable information and inappropriate language. Please provide your response within 7 calendar days so as to avoid closure of the complaint as assumed resolved. Sincerely, Resolutions Specialist Resolutions Specialist MESSAGE FROM BUSINESS: August 13, 2020 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation. On February 4, 2020, Ms. self-booked a package reservation on our site via itinerary ***. We understand from the complaint that due to concerns over Covid-19 Ms. wished to cancel the reservation but was unable to reach Expedia by phone. Mr *** then filed a fraud claim with her financial institution in an attempt to be refunded the amount paid for her booking. Ms. is now asking for a refund for the hotel portion and a coupon for the amount paid for the airline reservation. Upon receiving the customer’s complaint we reviewed the customer’s case. We have been advised that since Ms. filed a fraud claim with her financial institution she needs to contact a department that deals with credit disputes and chargebacks. The department name is *** and phone number is 1-800-613-1545. I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund. If Ms. has already resolved the issue she may disregard. I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made. SUPPLIER RULES AND RESTRICTIONS You agree to abide by the te*** 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. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We do regret any inconvenience Ms. encountered in resolving this matter. Sincerely, Daniel *** Corporate Correspondence Team
Expedia.com Response
• Aug 25, 2020
August 25, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is once again responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation.
We previously informed Ms. to contact the Receivable Management Services (RMS) department due to her case. This was also notated on her account during her interaction with Expedia on May 25, 2020. Expedia is not able to provide a refund to Ms. because she filed a fraud claim. Ms. may reach *** by email regarding her dispute at [email protected] I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund.
I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the te*** 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter.
Sincerely,
Daniel ***
Corporate Correspondence Team
Customer Response
• Aug 25, 2020
Complaint: ***
I am rejecting this response because the contact information I have been given is now an email address while previously I was given a phone number. The phone number, when dialed - called to an automated line stating no one was available to assist me. I have very little expectation that *** will be able to follow through on Expedia's insurance coverage which I am due. I purchased a travel package and insurance coverage in the event that it needed to be canceled. Because I attempted to cancel per the instructions for over 3 weeks in March my only recourse was to dispute the charge since Expedia sold me something that it could not technically deliver. This is by definition fraud and I will continue to tell everyone I know about my experience with Expedia as it is not right or acceptable to charge a single working parent $2400 for a service and travel package that was not received.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a Hotel Stay for my honeymoon in Bali, Indonesia at the *** Resort with Expedia. Date of Stay, Check In was July 9th 2020, Check out was July 10th 2020. I had paid an amount of Rs. 42,624.85/-(Rupees Forty Two Thousand Six Hundred Twenty Four and Eighty Dive Paisa Only) which I had paid in DOLLARS approximately $561.
Due to the COVID-19 situation, from my very first call to Expedia after the hotel booking was confirmed and after the payment I have been trying to get a refund from your concern. To which you had always been replying positively. After few attempts your concern Expedia started telling that there is a need to get a confirmation from the hotel at Bali regarding the refund. The hotel also asked me to send them the confirmation for my flight cancellations and refund for my flight ticket which also I did.
Now the only solution that Expedia and the hotel is giving me is that you can extend the stay for a future date for which I am denying from the beginning. Due to the COVID-19 situation at the time of my travel there was no flight which could take me to BALI neither it was recommended to travel, even the International borders were closed at the same time. Now EXPEDIA is just giving me a reason that Expedia cannot do anything other than what the Hotel is asking them to do.
I need my refund please help me with this problem.
Expedia.com Response
• Aug 13, 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 March 13, 2020 via the Expedia website for arrival on July 09, 2020 and departure on July 10, 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 *** Ubud, they have agreed to allow the booking to be rescheduled up to 2 years out. We just need the new dates from the customer so we can provide those to the hotel.
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 rescheduling 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 has the option to reschedule 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.
I booked airline reservations with Expedia on 11/9/2019 for a trip to Las Vegas from 5/31/2020-6/4/2020. As part of the checkout process, asked if I wanted to purchase Travel Guard insurance. Because of the time span, I did purchase insurance at the cost of $120.00. On 4/5/2020, I received an e-mail from Expedia that the airline cancelled the trip due to COVID-19. On that day, I filed a claim with AIG Travel Insurance for a refund. The policy coverage includes "Trip Cancellation 100% Trip Cost Per Insured". On 6/10/2020, I received an e-mail from AIG Travel Insurance requesting any documentation of refunds already received. I had not received any. On 6/12/2020, I received an e-mail from Expedia informing me, "We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis." On 7/27/2020, I received a check in from mail from AIG for $14.07. I called AIG Customer Service and was directed to call Expedia for refund and also suggested I could appeal. I called Expedia Customer Service and was told their policy is no refunds. I filed an appeal with AIG. On 8/7/2020, I received an e-mail from AIG, with the following information:
Travel dates: 5/31/2020 - 6/4/2020
Number of travelers: 3
Trip Cost Per Person: $554.69
Refund Per Person: $4.69
Benefit payable per person: $550.00
Total payment due: $1,650.00
Comments:
Please note: Refund amount cannot exceed the amount you have pre-paid for your trip
Amount paid represents the non-refundable portion of your trip. Please contact your travel supplier if additional reimbursement is due.
This check includes payment for your airline e-tickets. By cashing this check you are agreeing to the terms and conditions of your policy. If these airline e-tickets are used or exchanged for future travel, or if you receive a refund for the tickets, we will seek reimbursement of our payment.
I then spent hours speaking with Expedia Customer Service, Supervisor and a Corporate Manager. I explained I purchased the insurance trusting the policy covered 100% Trip Cost. The $14.07 check covers the booking fees with Expedia and not the airline tickets. The Expedia Supervisor informed me they have polices and our bound to their agreement with airlines and their policies. I commented I don't know what their agreements are with airlines, I was booking through them and purchased the Travel Guard Insurance offered on their website. She attempted to escalate my complaint to a Corporate Manager but was disconnected. I called back to Expedia Customer Service and was eventually put in contact with the manager, John. His response was they are only a booking company and they don't offer refunds. I asked if he thought it was absurd to spend $120 for travel guard insurance that only covered a $14.07 booking fee. He replied, "You should have read the Terms & Conditions". Everyone I spoke with, I read the Travel Guard Policy coverage and shared that with this pandemic, I do not plan to ever get on a plane again and expect a full refund. I have contacted *** and *** Airlines and waiting for a decision on refund. I feel that both Expedia and AIG are fraudulent in their marketing of Travel Guard Protection that offers 100% Trip Cost Per Person for Trip Cancellation.
Customer Response
• Aug 18, 2020
I am following up with new information on my complaint ID and direction on how to proceed. As mentioned in my complaint, I contacted *** and *** airlines when Expedia and AIG did not honor the Travel Guard insurance I purchased. Both airlines have provided a refund. *** has posted to my credit card, *** has not yet posted but I have a confirmation e-mail from them. Today, I received a check from AIG for $1635.93. This is what should have happened from the outset. AIG is the one that owes me the refund, not the airlines. I am looking for direction on how the airlines can reverse the refund. I appreciate you direction on this. The desired outcome of my complaint was a refund from AIG AND for Expedia and AIG to change their fraudulent advertising on Expedia's website. Thank you.
Reserved a room for Monday, August 10 thru Tuesday, August 11, 2020 with 2 double beds in Bryce, Utah. At *** Inn. Expedia listed the room for $72 a night. I reserved it and the price listed now was $101.40. I contacted customer service, their response was that during the few minutes that it took me to enter payment info the hotel must have increased their price. I believe that is false price advertising on Expedia. After I reserved it is when it shows me an increase in the price?
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings: We can confirm our customer made a reservation on August 10, 2020 to stay August 10, 2020 at *** Inn with a non-refundable change or cancel policy for a total of 101.40 USD including tax recovery charges and fees. August 10, 2020 our customer contacted our customer care because they claim the rate was 72.00 USD when they went to book the room. Our customer care explained to our customer that rates and availability are subject to change without notice. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. We have reviewed the rates and availability on the the date our customer made their reservation. All bookings made on the same date, before and after the time our customer booked, for the same date were for a total of 101.40 USD or higher. Unfortunately, rates and availability do change without notice, even while in the booking screen. We are not able to find any error and cannot refund the difference for this booking. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I booked through expedia and after confirmation msg. And billing. No confermation from the hotel. I reconnect with expedia they said I have to pay nationality fees although in the app said all fees included and puched me to cancel or pay more
Dear
Revdex.com, It has
been my pleasure to assist with Case # ***. Our findings and resolution to
the case are listed below. Findings: We can
confirm our customer made a reservation on August 1, 2020 to stay August 19-22,
2020 at *** in Egypt with free cancellation until 2:00 AM
local hotel time, Monday, August 17, 2020 for a total of 193.14 USD prepaid to
Expedia. It is
important to note that the policies and fees listed on our website are set by
the property. There is a disclaimer on the website and sent to our customers
that states: Guests booked in a "Special offer for Egyptians only"
room category must present an Egyptian ID at check-in. The property reserves
the right to amend the rate if valid proof is not provided.August 12, 2020 our customer
contacted our customer care to confirm the booking has been received by the
property. Our customer care contacted the property, but they advised they will
need the request via email. An email was sent immediately. August 15, 2020
called our customer care to confirm their booking and advise they did not want
to pay any additional fees for the stay. Our customer care contacted the
property and was advised our customer did not have a reservation for their
stay. The property has nationality restrictions and charges extra for customers
who are not Egyptian residence. August 16, 2020 Our
customer care reached out to the property via email and were advised that they
cannot confirm the booking since it was made via the United States to stay in
Egypt, but if the customer is willing to pay an additional fee they will be
willing to confirm the reservation. *** advised the new rate
due to the nationality issue would be 865,72 EUR for this booking. Conclusion/Resolution:We would
like to offer our apologies for any inconvenience this may have caused the
customer. We were
not able to find anything to indicate that the room type booked was with a
“Special offer for Egyptians only”. To ensure
future travelers are not impacted, we have notified the property's management
team. Our records indicate the booking has been cancelled and a
full refund processed. Please allow up to two billing cycles for the refund to
post. Because we value our customers business,
we have issued an Expedia voucher in the amount of 25.00 for a future prepaid
reservation. The voucher has been sent to you via the email address used for
booking. It contains a redemption code to be used at the time of booking
prepaid and is valid for one year. Thank you
for bringing this matter to our attention and allowing us a chance for
resolution.Kind
regards, Jeanette
B.Consumer
Relations RepresentativeGlobal
Customer Operations | Expedia
Complaint: ***
I am rejecting this response because:
My friend in the same case with the same property got more than 25$ I don’t understand what’s different in my case. Actually I lost much more than 25&. I lost my vacation. Spent 4 days trying to contact expeida in vain.
Sincerely
On 02/20/2020, before COVID 19 was a thing in the United States, I booked a trip with Expedia.com, from Albany, NY to Ft.Lauderdale, FL with travel dates of 07/21/2020-07/28/2020. The trip was to attend a college recruitment event. As time came near for the trip, COVID 19 was at its height, and the NCAA extended the dead period for college recruiting and as a result the recruiting event was cancelled, with a potential reschedule to September of 2020.
On 05/28/2020, I called Expedia.com to cancel my trip and ask for a full refund. They were accomedating in giving me a full monetary refund for the Hotel and Car rental portion of the package deal, but would only offer credit, not, money back, towards the flight portion of the bundle. The credit due totalled $713.82. I took the credit with the understanding that the College Recruitment trip would be rescheduled to September.
In the mean time, as a resident of New York State, our Govounor Andrew Cuomo, has made several executive orders, in essence a list, of states, that if traveling to/from, will need to quarentine for 14 days. As of this writing the list consists of over 30 states, including Florida. Also, the NCAA has also extended the "Dead Period" for recruiting until 09/30/2020,
The "credit" that Expedia has offered me needs to be used by October of this year, some 6 weeks away. I simply can not use this credit within 6 weeks due to New York's Executive Orders and Florida being infested with COVID 19.
On 08/02/2020 I spoke to Expedia and *** asking for a full monetary refund, not a credit. *** said they would authorize a monetary refund, put notes in the computer that any associate of Expedia would be able to see, and I was to contact Expedia for the refund, since I paid them. However none of those notes were updated and Expedia could not find them. I then had the issue placed in the hands of Supervision at Expedia, and on 08/10/2020, I received an email from Expedia, apologizing for the issue, but that a Credit for the flights was still the only option, and the credit would need to be used by October of 2020.
On 08/16/2020, I again called ***, spoke to an associate Cindy, associate number 02130, and she told me that should could not authorize any monetary refund and that Expedia would have to process that, and referred me back to them. She said since I did not pay ***, they would not even know how much to refund if they could. I them called back Expedia, and spoke to an Associate named Apple. She was unsuccessful in her attempts in speaking to *** and again gave the situation to her Supervisor Tammy. Tammy made an effort to speak to *** attempting a full monetary refund, but claims no refund is possible.
August 25,
2020
Revdex.com Alaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case
number *** regarding a refund. We
understand that Mr. is requesting a refund of $713.82.
Our records indicate on February 21, 2020, Mr. or an authorized user of the account
self-booked three roundtrip flights on *** Airways and departed on April 21, 2020 from Albany, NY to Fort Lauderdale, FL,
returning July 28,2020 along with a seven night stay at *** by *** Fort Lauderdale East/Lauderdale-by-the-Sea and a seven day *** via ***.
We can confirm on May 28, 2020, the customer called
to cancel reservation due to COVID-19. Our representative cancelled the reservation, issued a full refund for the
hotel and the rental car and advised the flight has a future travel credit
From August 8, 2020 through
August 16, 2020, the customer contacted Expedia on numerous occasions and requested
a refund for the cancelled flights.
Each of our representative advised the flights were cancelled and a future
travel credit was applicable to the cancelled flights per *** COVID-19
policy. During one of the calls the
customer expressed dissatisfaction and threatened that he would file a
complaint with the Revdex.com.
After
further review on August 25, 2020, Expedia verified the
reservation the customer requested to cancel the reservation on May 28, 2020, at
which time a full refund was issued for the hotel and rental car. Expedia contacted *** and confirmed their
COVID-19 policy. They advised since the
reservation was cancelled by the customer the flights are not refundable, but a
future travel credit is applicable. The customer
needs to contact our Customer Service Department at 877-227-7481 to rebook
new travel. *** COVID-19 policy advises
the change fee can be waived multiple times for rebookings done
on/before October 15, 2020. Change fee waived once for rebookings done on/after
October 16 , 2020.
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. Additionally,
at the time of his booking Mr. accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1. Expedia is currently not taking into account that COVID-19 is still in existence at the time of the writing, and also at the time of the writing, no vaccine is in place. Because of this, as a New York State resident, I can not travel to certain destinations within the United States, including Florida, without having to mandatory quarantine for 14 days. I would have completed this trip, if not for COVID, and with all current restrictions in place for travelers, it seems unreasonable to make one travel now instead of giving money back.
2. I called Expedia today (08/25/2020) asking how long I have to book the trip with my credit that was issued. I was told that I have to COMPLETE the trip and not just BOOK the trip before a year expires on the date of the original booking, with is currently in February of 2021.
3. Because to these truly unreachable parameters in place by Expedia, which, by the way are very poor business practices considering today's situation with COVID, I would like Expedia to extend the date where the trip needs to be COMPLETED to a more realistic time frame, such as 12/31/2021.
4. If Expedia can not extend the time frame of trip/credit completion, I would still insist on a full complete refund for this flight of my $731.00 and change.
5. It is my thought that this is a fair and reasonable solution to this issue.
Sincerely
August 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the flight credit
for the cancelled flight reservation.Expedia
has reviewed the details of the previous Revdex.com complaint letter dated August 25, 2020. Expedia has reviewed the details of the
Expedia account. An Expedia representative
advised the customer on August 25, 2020, that the ticket validity is one year
from the original date of issue. Expedia confirmed *** policy allows the
tickets to be exchanged and the exchange fee would be waived. Any increase in
fare would be the customer responsibility. Since the tickets were cancelled by
the customer the flights are non-refundable. The tickets are valid for one year from the original issue date
(February 20, 2020). New tickets must be exchanged, reissued and traveled on prior
to February 20, 2021, otherwise the ticket will be a loss of value. The customer can contact our Customer Service
Department at 877-227-7481 when ready he is ready to exchange the tickets.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Although I do not agree with the decision of Expedia to not refund my money enlight of the current situation in the world, I am forced to accept it. Their policies in reference to refunds and complete lack of customer service with extensive hold times (2-3 hours) each call, portrays a complete disregard for customer satisfaction. I have been a loyal customer of Expecida for over 15 years, but no longer. I'm 100% sure they will not care.
Sincerely
Out $110! Don’t let this happen to you and your family.
I rented a car from Expedia and purchased the insurance. When I went to pick up the car from Enterprise they advised me that the insurance I purchased was not going to cover the car. I was completely dumbfounded because that’s why I purchased it. Apparently, Expedia offers this insurance but knows that not all rental car companies will accept the insurance in which case they impose upon you at the time of pick up to then purchase their insurance at the rental car counter. I was on the phone with Expedia for over an hour without resolution and finally said forget it. I was told at the counter it was as easy as calling Expedia and letting them know I purchased the insurance from Enterprise and to cancel my purchase with them. Please hear me now when I tell you this was so not the case. I wouldn’t recommend Expedia for this or any other service. Please save yourself time, money and hassle. Go directly through the hotel and rental car companies. We were out $110 for the insurance alone. The hotel was not that great either. They will take the reviews and complaints but no follow up.
I booked a hotel (*** Woodbridge, VA) through Expedia because it offered a 10% *** discount. When I checked my
checking account I noticed that instead of the $137 a night I was being
billed $155.73 a night. I tried calling Expedia but got the Philippines and they didn’t understand that I wanted to know what happened to my discount. They transferred me 3 times yet refused to connect me to an agent in the USA. One agent said she would, but I got disconnected.
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:
We do show that our customer did make a booking on our mobile site for the *** Woodbridge from July 29 to August 18, 2020. The booking was made as a Hotel Collect booking and the *** Suites was the billing party and not Expedia.
We do show that the nightly rate for this booking was $137.28 but this was before taxes were added. The nightly rate of $155.73 our customer noted was the rate with taxes included.
The total for the stay to be charged at the hotel, including taxes, was $3102.60 and this amount was shown to the customer before completing the booking session. The completion of the booking process indicates acceptance of the details provided.
Conclusion/Resolution
We would like to offer our apologies for any inconvenience this may have caused the customer.
We do not find any error in the booking and the rate charged by the hotel was the rate and total agreed to by our customer when booking. We are unable to provide any compensation in this matter.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care Team
In November of 2019, we purchased a trip through Expedia on *** Airlines to Europe scheduled for April of 2020 including Travel Insurance from Expedia. Once COVID required all flights to be cancelled, we called Expedia to cancel and get refunds. They informed me that refunds for flights would have to be secured from the airline and that they would issue a refund for the travel insurance once the airline had refunded us for the airline tickets. Once we secured the airline refund, Expedia then reversed itself and said we could not get a refund for the travel insurance since we had not requested it within 2 weeks of purchasing the insurance. Not only does that contradict their earlier assurances, it makes no sense since obviously the trip cancellation was out of our hands and the result of the COVID situation which came up months after the trip (and insurance) were purchased.
August 21, 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 the Flight Protection Plan.
Our records
indicate on November 28, 2019, Mr. or
an authorized user of the Expedia account booked a four roundtrip flights on ***
departing on April 5, 2020 from Los Angeles, CA to Athens, Greece, returning on April 15, 2020, with the Flight Protection
Plan via ***.
We can confirm on April 6, 2020, the customer
called in for refund information. Our
representative noted the
flight was cancelled per COVID-19. Our
representative advised the airline is allowing a future travel credit.
From
August 8, 2020 through August 15, 2020, there were multiple email communications
between Mr. and Expedia about refunding the Flight Protection Plan. The customer advised he was told that he needed to receive the refund for flights first in
order to get a refund for the protection. Our representative reviewed the case details and could not verify where
that was advised. Our representative
advised the normal policy of 15 days for cancelling and receiving a refund for the protection. The customer was sent an email that advised
the Flight Protection Plan could only be cancelled if all of the following were
true: 1)
The customer bought the insurance within the last 15 days 2) The trip hasn’t started yet 3) The customer hasn’t filed any insurance
claim. The customer replied with his
displeasure. Expedia replied advising the Flight Protection was not refundable.
Mr. Kuthe replied advising he would be filing a Revdex.com complaint.
After
further review on August 21, 2020, Expedia reviewed the details of the reservation and
the documentation on the account. There
are not notes or documentation on the account in regard to refunding the Flight
Protection Plan. The Flight Protection
Plan was purchased on November 28, 2019 and would have needed to be cancelled
on or before December 13, 2019, in order for it to have been refunded. After the 15 days the Flight Protection Plan
is not refundable.
Based on the above we are not able to honor your
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
Complaint: ***
I am rejecting this response because: Expedia is taking consumers' money for services they have not rendered. They cannot have provided trip insurance for a trips that were cancelled due to COVID. They are pocketing consumer payments without providing services in return. Why would they get to operate with different rules than the airlines who offered credits or refunds for cancelled trips?
Sincerely
At the beginning of this year I booked a trip to Guadalajara Mexico with Expedia, they offered me a "Vacation Waiver" in case of for any reason I can't travel or I change my mind, I will got my refund "no questions ask", before 24 hours past I decided to do it and I called and confirm the purchased of the "Vacation Waver"; due to a Health condition and with the COVID 19 around I decided to cancel my trip, I contacted Expedia and they refund part of my trip and *** airlines refund their portion of the trip. *** Airlines totally refuse to refund my money offering me credit for a future trip, ( this was going to be a one time trip), I explained they in may and numerous of times the reasons that I had for the cancellation; few days after I called again and again to be able to take care of the issues but they keep calling me to confirm my trip showing that they totally disregard my efforts to cancel the trip. After the date for the trip I call them again and confirm with *** that I didn't use the ticket and I wanted my money back because I wasn't going to fly or travel their routes in any future; they keep bouncing me from person to person for weeks, they they told me to again put it in writing to their web side, I did it and never received any answer back from them; Expedia told me to "as they explain in their web side" get an answer from *** and then they will refund my money, I been tring to get this resolve for over four months and nothing happen; today I decided to call them to get a final answer, I did, after talking to Josh for 48 minutes and then hang up on me and try again ans spoke to Kim for 23 more minutes and then her supervisor Kevin for another 45.14 minutes and the answer is NO I'm not going to get NOTHING from them ether because is totally different when they sell the insurance to when you have a claim. I just need a refund of $329.06 cost of the Guadalajara -Chicago fly for two people on *** Confirmation *** on May 18 - 2020.
My Expedia Trip itinerary # *** Vacation waver # *** Attachment is the explanation of how Expedia waver works
How does it work?
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
Waive our own change or cancellation fees (if any);
Return any amounts refunded by the travel provider(s) to you;
Refund any amounts withheld by the travel provider as a change or cancel fee;
Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
How does it work?
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
Waive our own change or cancellation fees (if any);
Return any amounts refunded by the travel provider(s) to you;
Refund any amounts withheld by the travel provider as a change or cancel fee;
Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
August 21,
2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting
a refund of $329.06.
Our records indicate on February 29, 2020, Mr. or an authorized user of the
account self-booked two combined one way flights, the outbound flight was on ***
Airlines and departed on May 14, 2020, from Chicago, IL to Guadalajara,
Jalisco, Mexico, returning flight was with *** and returned on May 18,2020,
along with a four night stay at Hotel ***, a four day car
rental with *** and the Collision Damage Plan via ***.
Our records indicate on March
1, 2020, Mr. or an authorized user of the account
self- booked the Vacation Waiver via ***.We can confirm on April 27, 2020, the
customer called to cancel the reservation due to COVID-19. Our representative processed the
request. The hotel refund was $148.94,
the Collision Damage Plan refund was $55.00 and the *** car rental refund was
$34.00. The refunds were processed to the original card that was charged. The customer called back and asked to get the
tickets cancelled. Our representative asked
the customer to contact the airlines.
On August 15,
2020, the customer called in requesting
a refund of the *** ticket. He
stated he called both *** and *** and was able to get refund for
*** but *** will only allow him to reschedule with a future travel credit. Our
representative advised the Vacation Waiver will not cover the *** ticket
since the airline has a flex policy in place. The customer called back and advised he wanted us to use the Vacation
Waiver to execute a refund on the return flight with ***. Our representative advised *** is a Low
Cost Carrier (LCC) and the Vacation Waiver has been disabled due to their COVID-19
policy. Our representative provided information
to the customer and clarified that an LCC requires the customer to contact them
directly.
After further review on August 21, 2020, Expedia verified the Expedia account and the
refunds that have been issued along with the documentation on the account. Our representative advised Mr. that he
needed to contact *** directly, since they were a low cost carrier. Mr.
advised that he received a refund from *** Airlines but ***
advised he had to reschedule. *** is
not offering a refund for the cancelled flight they are offering a future
travel credit. The customer needs to
contact *** when he is ready to exchange the ticket or if he has any question
on the COVID-19 policy.
Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Additionally,
at the time of his booking Mr. accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di
*** Corporate Correspondence Team
NEVER USE THE TRAVEL SERVICES OF EXPEDIA!
As a consumer in a digital age, where we all have almost unlimited options at our fingertips, DO NOT even think about booking travel through Expedia. They have bestowed the most stressful and irritating week of my life due to their total lack of respect, accountability, and integrity. I preface this review, under the full understanding that planning an international vacation just prior to the start of a global pandemic was bound to hit a few pain points. However, after a week of phone calls and nearly 8 hours talking back and forth with customer service agents and supervisor after supervisor, I would not wish this customer experience journey upon my worst enemy.
In order to respect the valuable time of anyone reading this review, which Expedia does not, a brief summary of this horrendous battle will be best. Under a different forum, I have no doubt that I could write a three-part novel regarding the lack of responsibility which ruined, what should have been, a once in a lifetime trip!
To give some context, the trip was originally booked in late February of this year and set to take place at the end of August to the Dominican Republic. This vacation package included 2 swim-up style rooms at an adult only, all-inclusive resort and was valued at nearly $10,000!! Early this week we were notified via email that the resort was postponing their original re-opening date due COVID-19. This email was sent with Expedia letter head and originated from the resort detailing available options to either re-book at that same property later this year or maintain the original travel dates but move to their only open property in Playa Mujeres, Mexico. Either way, the resort would honor original pricing with the same style rooms.
Immediately upon receiving this correspondence I called Expedia’s customer service phone number. The primary number leads you to one of their overseas call centers. The customer service agent with whom I spoke struggled to speak the English language at the very best. I explained the situation and informed the agent that our party’s only option was to keep the original travel dates and move our reservations to the property in Mexico due scheduling restrictions outside of our control. The agent confirmed our booking over the phone and said that everything was as requested. Little did I know that it was COMPLETELY WRONG!
Minutes after ending the call with the agent I received my confirmation email. Upon review, I immediately realized that the agent had booked the wrong property. A property that I might add is currently closed!! I rushed to called back and informed a supervisor that the agent had incorrectly booked the property. They created a “case number” and told me that they would attempt to call the resort, inform them of the mistake, and work to get it corrected. After over a day of waiting with no response from Expedia I was forced to call back. They informed me that they were unable to get anyone from the resorts “reservations department” on the phone. They advised me that I should attempt to reach out to the resort directly and resolve the issue myself. So, I did, and this is were the problems really started to mount!
Expedia took it upon themselves to cancel my original reservation to the Dominican Republic and the incorrectly booked property in Mexico as well! Leaving us without a reservation at all! When corresponding with the resort directly, they told me that they were unable to help me because Expedia cancelled our original reservation. Since there were no active reservations in their system, we would have to resolve the issue with Expedia directly.
My blood is boiling at this point!
Engaged, I call Expedia again and demand to speak with a supervisor. The overseas call center directed me to the corporate office where I was finally able to speak to someone that spoke English as their primary language. After 3 straight hours on the phone I was informed me that the only option was to complete a new booking for the property in Mexico and that any returns from the original purchase would take up to 30 days to be processed!
Now, we are only a couple weeks from our travel dates and prices have skyrocketed! Expedia admitted that everything up to this point was caused by an “AGENT ERROR”, however, they absolutely refused to pay any difference in price as a result of their agents incorrect booking. Once again, I demanded to speak with a higher-ranking supervisor. The agent refused to transfer the call but said she would speak with him or her to authorize a refund for the drastic different in price for the same style rooms as I had originally booked. After another extended hold the agent told me that the supervisor denied any compensation at all and cited a “SUBJECTIVE AGENT ERROR”. What the hell is a subjective agent error?! The agent booked the incorrect property, cancelled our original reservation, and left us hanging in the wind! There is nothing subjective about it!
They were wrong. PERIOD!
As many corporations due in this scenario, their goal is to “wear down” disgruntled customers in hope they will just move on or quit completely. Honestly, after over 6 hours on the phone, their tactics were working. I no longer wanted to speak with scripted call center agents and/or their supervisor who were unwilling to correct this obvious mistake.
The lack of accountability at this company is the problem. Not a single representative that I spoke with at Expedia attempted to rectify this error.
The whole point of booking through one of these travel services is to have an advocate. You pay a premium for when circumstances like this arise. We are all humans, and everyone makes mistakes. I am not faulting human error is this scenario but the whole situation could have been fixed if Expedia simply made “right” what was clearly so “wrong”.
In conclusion and without a doubt, my vacation plans were completely ruined due to an “Agent Error”. What is so upsetting it is the flat-out refusal to reimburse us at all for the drastic price difference. We would have had no problems at all, no price increase, and the same swim-up rooms if Expedia would have done their job. This company has the resources to correct this problem, but they will not. The most concerning part of this experience is that I spent well over eight hours on the phone with close to ten different representatives and four different supervisors over the course of a week with no resolution. The disregard for their customers is clearly part of this company’s culture. It seems to be a systemic problem and more than likely even praised within their ranks. I have chosen to book another vacation directly with the resort and I suggest that you do the same in the future.
***NEVER USE EXPEDIA. PERIOD
Holding my money for ransom and incapable of making travel arrangements
August 25, 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 booked a package for three nights at the *** Resort & Casino, with check in on May 25, 2020, for two people, roundtrip flights and vacation coverage.The customer canceled the hotel and flights. The hotel was refundable but the flights were not. The vacation coverage was also not refundable. One passenger exchanged their ticket for new flights traveling from August 10, 2020 to August 13, 2020. The flights for the new exchange were canceled by the airline and the ticket had not been reissued. There was no charge for the exchange.The customer contacted us stating they purchased a new flight. They received the value of the one ticket that had not been reissued in the amount of $256.60 and an additional $28.40 on August 16, 2020. The refund time frame varies based on the processing of the credit card company. The refund was provided due to an error in processing the exchange. The ticket that was not exchanged as not refunded and is still available as a credit. 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
Complaint: ***
I am rejecting this response because:
Sincerely, This is my point I tried to use my credit waiver when I showed up at the airport the ticket hadn't even been issued it wasn't *** airlines as I have a document from them stating that it was never purchased on expedia's end of things.I'm asking for the return of the last existing waiver as I don't feel comfortable planning another vacation with you showing up at the airport and having to spend my savings money on a new ticket.I trusted you with good faith to use my waiver to book that August 10th vacation and when I showed up at the airport the vacation airline ticket didn't even exist Attached is the *** response to that.I am asking for the refund for my waiver for that last existing ticket as cash money return back to the *** on file as I cannot entrust that you guys book another ticket as I don't have the money to show up for another vacation and pay out of pocket.
August 30, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, March 4, 2020 the customer purchased two nonrefundable flight tickets, a hotel reservation and vacation coverage for travel starting May 25, 2020.April 15, 2020 the customer canceled.The hotel was refunded in the amount of $147.29.The flights had a value of $256.60 per passenger, that could be used towards future flights, with restrictions.The vacation coverage was nonrefundable in the amount of $52.00.July 16, 2020 one passenger exchanged their ticket for travel starting on August 10, 2020. The other ticket remained available to exchange. There was no additional cost due for the exchange.The new ticket did not get issued for the exchange.August 14, 2020 the customer reported that they arrived to take their fight, the ticket had not been ready, and they had extra expenses. We refunded the customer $28.40 based on their report that this was their additional cost over the ticket value, as well as the value of the ticket that had not been exchanged in the amount of $256.60.August 30, 2020 – Expedia will not be refunding the customer for the nonrefundable vacation waiver. It is nonrefundable and we will not be providing a refund based on dissatisfaction or experience.The passenger was entitled to receive the flights as provided by the airline on August 10 and 13, 2020 without extra cost from the exchange completed on July 16, 2020. They were not entitled to a refund in place of the exchange.As the customer was already provided refunds in the amount of $285.00 based on advising Expedia they purchased a new ticket on August 10, 2020, no further refund can be provided unless the customer provides documentation of the flight purchase on August 10, 2020. Any cost for that flight above $285.00 can be considered. Please submit a receipt if required. Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely, To the point is if I already tried to use a waiver and showed up at the airport and my ticket wasn't even issued by Expedia in the first place. what ensures me that this isn't going to happen again when I go to use my waiver? nothing nothing ensures me that you guys are able to do your job. That's why I'm asking for the last waiver to be refunded. as in good faith I've already tried to use a waiver and showed up at the airport and had to pay for my ticket. this as a business is unacceptable when you guys have one job to do. Stop trying to evade the inevitable you guys failed you guys did not fulfill your end of the deal. This has nothing anymore to do with non-refundable non-returnable non-constable and everything to do with you guys failed to do your job and I cannot trust you to get it done again.so please answer me the question of how I'm going to guarantee to be able to use that waiver without any hassle any problems when I show up at the airport how are you going to guarantee that????
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked a flight with Expedia and they cancelled the flight on us due to coronavirus travel situations. We requested a refund as the DOT requires airlines to provide full refunds in these circumstances. The airline provided a full refund to them, however they only gave us a partial refund back in the form of vouchers that we do not need or want. They charged us $180 in fees for a service that we agreed to pay, but they failed to provide.
August 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 a roundtrip flight with *** Airways for travel
from Victoria Falls, Zimbabwe to Cape Town, South Africa on June 22, 2020. The
airline suspended all international flights that they carried directly, but stated
they could not offer a refund. They are waiving fees and allowing the flights
to be rebooked within two years of the original purchase date. Further
extension might apply.Expedia
is a third party intermediary that offers items via the website from travel
suppliers such as airlines and hotels. The terms and conditions are those of
the travel supplier, and not within our control. Terms and conditions for
flights include the Expedia website Terms of Use, and the contract of carriage
of the airline carrier that can be reviewed on the airlines website. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was told that there would be a $90 per person charge when we need to redeem those vouchers, charged by Expedia. If the airline refunded the full ticket price, and Expedia did not provide the service we paid them to do, then we should receive the full amount back and not have any fees tacked on by Expedia.
Sincerely
August 26, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the consumer complaint number ***, from ***.We regret to hear that the customer was not satisfied with
the customer service received. We will not be able to refund the flights due to
dissatisfaction with customer service. Expedia does not charge penalties for cancelations or
changes. When the airline charges fees, they are charged to the customer. The
flight was purchased from *** Airways via the Expedia website, not
from Expedia. The policy provided by *** Airways for this customers
tickets, is the same as they applied to customers who purchased directly on the
*** Airways website.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I am not impressed with the blame game of who is at fault, the airline says it's Expedia and Expedia says it's the airline. As consumers we have all been placed in these situations as it is easier for businesses to deny liability by blaming their partners. As a consumer I am tired of companies utilizing these tricks....the blame game, the "we can afford an attorney to write up our legal contact and you can't", the "let me place you on hold and transfer you incorrectly for hours until you give up", etc.
The tickets were purchased on Expedia.com. Expedia.com is who I entrusted with my purchase. I entered into an agreement on the website that I would pay $473, in exchange for a service/goods of airline tickets. Through no fault of my own this service was not provided to me as agreed upon when the companies involved cancelled the flight on me. As opposed to returning my money, I was informed by Expedia that they would not provide a refund. I was told I would receive only flight vouchers, with $90 per person in fees deducted, even though I was not the party who cancelled the flight.
From a conscientious company who values it's customers I would expect reimbursement, some level of assistance, and/or recuperation the money that was stolen from me. As a respectable business you are additionally liable for advertisements and connections on your website, therefore the "blame game" does not absolve you of responsibility.
My complaint stands.
Sincerely
I had paid for a vacation package through Expedia before the Corona virus closed everything down. When it was time for my vacation in April, Covid-19 forced businesses to close. I cancelled my flight. *** Tickets were reimbursed, *** was reimbursed. The hotel also closed and on April 1st, I received an email that I would be receiving a voucher worth $784.76 that I should receive within 4 weeks and the voucher would be valid for 1 year at the same hotel. Now I know that the parks are still closed and I plan on rescheduling, but I have not received the voucher. I have contacted the company several times and being on the phone for hours each time, getting hung up on, promised that my voucher was coming each and every time, yet I still have nothing.
August 21, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a voucher that the customer has not been issued.
After reviewing the complaint I was able to confirm that Mrs. was informed that 30 days after August 14, 2020, the voucher would be applied. An agent has already reviewed this case and submitted a request for a voucher. If a previous request was made it’s possible it was not processed by our system. We deeply regret the inconvenience this has caused.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We must follow any rules provided to us regarding coupons and vouchers as well as timelines that may have been set.
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 so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
Booked the flight ticket from Expedia.com and depart flight got cancelled by airline. It is very understandable situation under Covid-19. However, agent from expedia not offering alternative flight. Under this pandemic, I am not comfortable to lay over multiple airport with my 3 year daughter and decided to cancelled the flights. However, Expedia agent informed that only refundable for depart flight. What I am going to with return flight? I booked thru Expedia and paid to Expedia because I trusted the Company Brand. However, every agents I spoke with telling me to deal with air line straight or cross my finer until return flight get cancelled. I believe Expedia should step up and solve my issue behalf of your customer. not telling customer to call each airline and deal with it... Please to help to get full refund from both air lines.
Expedia Itinerary # ***.
August 21, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Upon researching the customer’s complaint, we have been informed that on August 14, 2020, Mr. was emailed by Expedia and informed that the airline had authorized a refund for the outbound tickets. The return tickets were with a different airline and they had not authorized a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. Only the outbound ticket will be refunded. Delta Airlines did not authorize a refund. However, Mr. is able to use his flight credit with the airline by contacting Expedia when he’s ready to rebook.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
I purchased an international flight ticket from Expedia.com on the 6th of August 2020. Flying from Washington Dulles to Accra Ghana via ***. I received a cancellation notice and they have not refund my money back. I need the money to purchase a new ticket back home next week.
I have received my refund back. Thanks very much !
I booked a reservation through Expedia on 8/7/2020. Upon arriving to the hotel on 8/8/2020, we were advised there is no pool. no hot tub, and no complimentary breakfast. These amenities were a huge determining factor in the amount we spent and where we booked. The woman at the hotel advised we she could not be of any assistance other than checking us in. That in order to change or cancel our reservation, or even receive a refund, we have to do it through Expedia. Immediately I wanted to change to a cheaper hotel/motel or one that offered the amenities we were looking for. I tried to call Expedia multiple times with no luck even though their phone system advised of less than a two minute wait. I sat in the lobby trying to call until I finally had enough and has no choice but to check in. I then called Expedia the next day when I got home 8/9/2020. The rep (Nina) told me in order to refund me, they would have to talk to the hotel to confirm these amenities were not available and ask for a refund. I advised that the hotel told me I was at the mercy of Expedia, and now Expedia is telling me the opposite. She advised she is going to send an email to a special team within Expedia to have them reach out to the hotel and someone would get back with me within 72 business hours. It is now 8/13 and I never received a call back, so I call back Expedia and explain the WHOLE story again. I have to start the process all over. The rep(Carlos) said he spoke to the hotel and they wont offer a refund as we were advised before checking in these amenities were not available. I asked to speak with a manager. The manager comes on the line to tell me that the first rep I spoke with on 8/9/2020 NEVER left any notes or did any further work to assist me after my call on 8/9/2020. So I spent 34 mins on the phone with Nina and nothing was done. I was basically told I never made the call. At the end of the day, I booked my reservation through Expedia who advertised these amenities, and still to this day the website is showing these amenities. I would have stayed somewhere else had I been able to speak with someone with Expedia prior to checking in. I did not know my options as I have never used Expedia before. I am asking for a refund not only for the false advertising, but for the inconvenience. I have spent way too much time on the phone with Expedia and no one seems to want to help.
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 August 7, 2020 for one night at *** by *** Syracuse for a total of 52.35USD, and was set for check-in on August 8, 2020 and check-out on August 9, 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, Friday, August 7, 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.Ms. expressed disappointment with missing amenities, therefore I reviewed the hotel and room amenities to determine what Ms. should have expected upon arrival. The hotel amenities list includes the following public, onsite amenities: • A restaurant • Indoor pool • 24-hour fitness center • Free WiFi in public areas • Free self-parking • Free airport shuttle are also provided. • Bar/lounge • Coffee shop/café • Spa tub • Full breakfasts are available for a surcharge and are served each morning between 6 AM and 11 AM. ? Seasons Tavern - This restaurant serves breakfast, lunch, dinner, and light fare. Guests can enjoy drinks at the bar. Happy hour is offered. ? Room service (during limited hours) is available. Ms. chose a Standard Room, 1 King Bed at a special discount rate of 15% off. The room description on Ms. itinerary indicate she accepted the following amenities when booking this room type: • 1 King Bed- Layout - Separate sitting area • Internet - Free WiFi and wired Internet access • Entertainment - 42-inch flat-screen TV, premium channels, and MP3 dock • Food & Drink - Refrigerator, coffee/tea maker, and room service • Sleep - Pillowtop bed, premium bedding, a down duvet, and blackout drapes/curtains • Bathroom - Private bathroom, shower/tub combination, designer toiletries, and a hairdryer • Practical - Safe, iron/ironing board, and phone; rollaway/extra beds and free cribs/infant beds available on request • Comfort - Daily housekeeping and climate-controlled heating and air conditioning • Accessibility - Braille signage, grab bar near toilet, visual fire alarm, and wheelchair accessible • Non-Smoking, pet friendly • Connecting/adjoining rooms can be requested, subject to availabilityWhen a guest is unhappy with a hotel they have booked, we recommend letting the front desk know so that they can offer a solution. According to our records, on August 13, 2020 when Ms. contact our customer support team, the hotel informed our agent the front desk had offered cancelation due to her complaint about lack of a pool, hot tub or breakfast, but because she opted to use the booking, no refund could be authorized. Our agent offered a 50.00 coupon as goodwill; however, Ms. declined.Upon Ms. request, she was connected to a supervisor. The supervisor was unable to confirm any calls were received prior to check-out. However, the customer reached out on August 09, 2020 to advise that not all amenities were available during their stay.RESOLUTIONWe have confirmed the room description indicated no expectation of an in-room hot tub or free breakfast. We regret any difficulty caused by the unavailability of the onsite tub and indoor pool. As our records confirm Ms. has already been refunded half of the reservation in the amount of $52.35 as compensation for the missing amenities, there is no further action for Expedia to take. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Allison D.The Expedia Team
Complaint: ***
I am rejecting this response because: these statements are not accurate. Time and time again Expedia proves to provide little to no effort. I am not sure who Ms. is, but it is nothing to do with me. However, the amenities that miss *** had listed at her itinerary is the same that I had listed when I booked. Their website hopefully has been updated since I had brought this to their attention on August 9th. The listing stated there is a hotel and pool on site as well as complimentary breakfast. There was no bar there was no outdoor seating there was no pool there was no hot tub there was no complimentary breakfast. The only thing the hotel had to offer was a bed air conditioning and a bathroom. All of the other amenities listed were not available to us. The main purpose of my complain is to bring it to the Revdex.coms attention That Expedia is providing mediocre customer service at best and their bookings are not accurate. Even when I notified them on August 9th they still continued to list the same amenities that they knew were not available. When I called again a few days later the representative tried to tell me that I never called on August 9th so she had to pull my call to confirm I was not lying. Upon doing so she found out I did call and had a 34 minute conversation with that representative who did nothing after our phone call. They did not even leave a note that I had called. They did not reach the hotel when they said they would. They did not reach out to the special review team as they said they would. When I checked in they said in order to make any changes to my reservation I had to reach out to expedia as they were unable to cancel it on their end! It seems like Expedia and the hotel are doing nothing other than pointing the finger at each other. Expedia should make sure their listings are up-to-date so people are Receiving what they are paying for.
Sincerely
Hello Revdex.com,Due to our customer's continued dissatisfaction, we have reviewed case #*** again.We apologize for the confusion in names used on the last reply; however, the information provided was correct. The reservation at the *** by *** Syracuse did not include free breakfast and there was no pool or hot tub. Customer care was contacted on August 13, 2020 regarding obtaining a full refund. Customer care did contact the property immediately even though it was after the check out dates for the reservation. The property stated that they offered to cancel the reservation, and the offer was declined. The property did agree to a 50% refund for the inconvenience which we are happy to see was issued to the card on file. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund.Thank you for allowing us a chance to review this case again.Kind Regards,The Expedia Team
Complaint: ***
I am rejecting this response because: Again inaccurate. The hotel refused to cancel or make changes to the reservation as they stated it needed to be done through Expedia. I tried to call Expedia for an hour waiting in the lobby with no success. So I called the VERY next day 8/9 where I have a 34 min conversation with a rep named Nina who did nothing. Not even notate my file of my complaint. So I had to call again August 13th and go through the whole ordeal from the beginning. I'm not looking for another response, please make sure my review is posted as their customer service is mediocre at best. Awful customer service, awful management, and not user friendly.
Sincerely
In November 2019 I made a hotel reservation with Expedia for *** for a 2-night stay starting on September 6, 2020 (the booking type was non-refundable). However, due to COVID-19 U.S. citizens are banned from travelling to Greece for non-essential travel, which includes tourism. As a result, I reached out to the hotel directly to inquire about possible options. The hotel responded back indicating they are willing to accommodate me, given the circumstances, and offered to either reschedule for future date or issue a credit/voucher. The hotel suggested contacting Expedia to complete the request, which I did. During my conversation with Expedia Representative, I indicated that I am aware that my booking was made as non-refundable and I am not seeking for a refund, but a voucher with the hotel for future use. I also told them that I contacted the hotel directly and they agreed for such arrangements. However, the response I got back from Expedia after they contacted the hotel was that my request to cancel the reservation without penalty was denied. First of all, I did not ask for a refund. I also asked Expedia to clarify why the hotel response to me was different as they agreed to either reschedule or issue a voucher. I forwarded my correspondence with the hotel to Expedia, but it feels it was ignored.
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 online on November 24, 2019 for two nights at *** for a total of 134.84USD. The booking was set for check-in on September 6, 2020 and check-out on September 8, 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.According to our records, our customer care agents were informed by Ms. the hotel had personally advised her she could rebook at the property. As the property had not advised Expedia of this arrangement, agents repeatedly called the property to obtain official authorization. Regrettably, we were advised the property would not allow rebooking.Resolution:As Ms. had provided a copy of an email sent to her by the property allowing her to rebook the reservation, I forwarded her email to the hotel and asked them to review. The property has now reversed their decision and will honor the email they had sent to Ms..I am pleased we were able to resolve this matter. To arrange new travel dates at ***, we recommend she contact the property directly, using the contact information provided in her online itinerary.Kind regards,Allison D.The Expedia TeamTell us why here...
Despite numerous attempts and phone conversations with this company's reps about our Refund we still have not received it. The airline *** had cancelled our trip to Spain due to the Covid 19 crisis and we were promised a Full refund on all 4 tickets and as of today we have not gotten our refund.
They are claiming that the Airline *** wouldn't allow it.
August 21, 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 allowing us time to address the comments and
concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *. *** regarding a flight
reservation for four passengers.Our records indicate that on December 11, 2020 Ms. ,
or an authorized user of the Expedia account, self-booked a round trip flight
reservation for four travelers, under itinerary ***. Travel was
aboard *** Airlines, departing June 22, 2020, from Chicago, IL, United
States to Palma de Mallorca, Spain returning July 5, 2020. We understand Ms .*** is requesting a
refund for her flight.
On June 13,2020 Ms.,
or an authorized user of the Expedia account, cancelled the flight reservation due
to schedule change and requested a refund to be processed.
We understand that Ms.’s issue has been resolved. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Sincerely,Ivette ***Corporate Correspondence Team
I am active duty military and I booked a trip to Greece before the pandemic. Due to covid-19 my trip was canceled and I was not issued a refund because they only gave me credit for the hotel in Greece that was only good for 12 months. For two months I tried to contact Expedia for a refund because the trip was not canceled by me but instead by the company and I am also active duty military and we are restricted from traveling outside of the country so I would not be able to use the credit within the next 12 months.
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 March 8, 2020 via the Website for arrival on May 19, 2020 and departure on May 21, 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.From May 21 thru July 29,2020 the customer was in touch with our customer care team regarding a refund. During their interactions with customer care, customer care advised that we were unable to offer a refund but a future travel voucher would be issued for their reservation. Unfortunately, due to an unexpected error, the coupon didn't process appropriately. Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Our teams are working diligently to get the customer's voucher reissued. 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,The Expedia Team
Complaint: ***
I am rejecting this response because: The cancellation policy states that if “I” the consumer cancel the booking then I would not be refunded. However, I did not cancel the trip. The trip was cancelled by the hotel do to covid 19 therefore it was not my choice to cancel and it was out of my control. The other hotels that I booked for that stay abided by their cancellation policy and gave me a full refund due to the global pandemic.
Sincerely
Dear Revdex.com, It has been my pleasure to address Ms. rebuttal in case ***. Please find our response below. We understand from Ms. response she would prefer a refund for the *** Hotel cancelation, and that other hotels she booked in Greece allowed refunds. I have reviewed the account in order to address these points.My review the account indicates two other hotels were booked for May 2020 travel to Greece. The hotel booked for check-in on May 21, 2020 was non-refundable; however, it is the choice of each hotel to determine how their nonrefundable bookings will be handled, and this property allowed a refund on March 27, 2020, the date the customer submitted an online cancelation. The itinerary for the hotel that was booked for check-in on May 24, 2020 contained a cancelation policy that allowed a full refund if canceled prior to May 10, 2020. Our records confirm the customer canceled it in April and thus received a full refund. As mentioned in our previous response, the customer chose a nonrefundable cancelation policy for the *** Hotel. Our records confirm that on 11 Apr 2020 the customer used our online Virtual Agent and entered the information for the *** Hotel itinerary. The Virtual Agent advised, "This discounted rate reservation at *** Hotel is non-refundable. If you cancel it, you won't receive a refund. Should I cancel?" The customer responded, "Yes, cancel." The Virtual Agent completed the customer's request and advised a confirmation email had been sent.While we understand Ms. disappointment with the coupon allowing her to rebook the *** Hotel, I can confirm there were no errors on the part of Expedia or the property for the cancelation or coupon offer. I can confirm the 297.00 USD coupon is now available in the account. Should the customer find she is able to use it, our customer service team will be available for any questions she may have. Thank you for allowing us a chance to review these concerns again and to clarify our response. Kind regards,Allison D.The Expedia Team
Complaint: ***
I am rejecting this response because: Expedia I am deeply dissatisfied with the way you are dealing with this refund process and how you are treating military members. You blatantly lied and said that I cancelled the trip when that was never the case because it took a long enough process to try to connect with someone on the phone or in a chat to get the situation resolved AFTER it was cancelled by YOUR company. As I have previously stated I am in the military and we are on a movement restriction order and there is absolutely no way I would be able to travel to this hotel within the next 12 months. I am losing out on the $296 that could be used to help my family during this time but I have learned to NEVER use this company again and I will tell all of my military counterparts that this is how you choose to resolve cases during a pandemic.
Shame on your company.
Sincerely
I purchased a bundle trip package with Expedia on 2/4/2020 to take my son to NYC for his 11th birthday, departing on 3/23/2020. I purchased the trip insurance since it was an expensive trip for me (I am a single full time working mother). As the pandemic became more of a reality I realized that I would need to cancel the trip and spent countless hours trying to get through to Expedia. Because the trip was purchased as a bundle, I was told I could only cancel by speaking to a customer service agent. However for the entire month of March I could not get through. I have pages and pages of text messages with the Expedia Chat Bot. Finally one week before my trip I called my bank and disputed the charge since Expedia did not have the technology platform that allowed me to use my insurance. After much back and forth, as well as false information provided by Expedia to ***, both my dispute and my insurance recovery were denied. I have documentation from both parties indicating that they would not honor my dispute or my travel insurance. I made it clear that I am in no way attempting to recoup a refund two times, but rather I am owed a refund for my hotel charges of approximately $1200 and an airline travel voucher for another $1000 for future use. I have nothing except the original charge put back on my card in May 2020.
August 13, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation.
On February 4, 2020, Ms. self-booked a package reservation on our site via itinerary ***. We understand from the complaint that due to concerns over Covid-19 Ms. wished to cancel the reservation but was unable to reach Expedia by phone. Mr *** then filed a fraud claim with her financial institution in an attempt to be refunded the amount paid for her booking. Ms. is now asking for a refund for the hotel portion and a coupon for the amount paid for the airline reservation.
Upon receiving the customer’s complaint we reviewed the customer’s case. We have been advised that since Ms. filed a fraud claim with her financial institution she needs to contact a department that deals with credit disputes and chargebacks. The department name is *** and phone number is 1-800-613-1545. I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund. If Ms. has already resolved the issue she may disregard.
I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the te*** 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter.
Sincerely,
Daniel ***
Corporate Correspondence Team
August 22, 2020
***
***
***
To Whom It May Concern / Expedia Travel Services:
I find it extremely frustrating in te*** of the speed of response time to my complaint filed with the Revdex.com against Expedia. The quick nature of Expedia’s response (1 day) further demonstrates the lack of respect and service provided to the customers this business serves. Clearly the public posting of my disputed transaction is more important to Expedia than my being serviced for the items that I purchased from the travel services company. While I spent countless hours and hours on hold or chatting with customer service chat bots, Expedia was incapable of taking my calls to fulfill the travel insurance service that they sold to me as a trusting customer. The attached set of documents further demonstrates the incredible amount of time and energy that I needed to spend for me to “receive” what I had purchased in the form of travel services. When faced with a deadline required for my trip cancellation but inability to get through to any customer service entity with Expedia I did the only thing that was possible – I disputed the charge with my credit card as Expedia had sold me an insurance service that it did not have the technological bandwidth to service. The 15-page excerpts from my chats with customer service demonstrate my good faith effort to follow instructions and have my insurance processed correctly but Expedia did not have the technical capacity to honor.
I have documentation from both entities indicating that I received credits or refunds from both *** and Expedia – which serve to show anyone reading that I was denied my refund, was charged for a trip and insurance that Expedia failed to provide and leaves me with a $2,400 charge for travel that I did not receive.
In Expedia’s response on 8/13/2020 an entity called *** is listed. I have called this number over a dozen times only to receive an automated message that the call cannot be taken at this time. If this is an attempt to provide me with any type of “service” or “program” with which I can receive any of the services or insurance that I purchased in good faith then it should be called out as essentially selling a consumer a false and misleading service with no actual benefit or insurance coverage - which in my mind is fraud.
The amount of time that I spent chasing down all the phone numbers, links and emails is an entirely different matter that I realize that will never be recouped. I had been a dedicated consumer of Expedia’s travel services for years but this experience has been so negative that I will no longer use the service and I will continue to be very vocal with friends, colleagues and family members about this experience and large charge to my credit card for services and credits I never received. Everyone that I have shared this with says nearly the same thing “I have heard so many negative customer service situations as well as general issues with people using Expedia.”
I continue to state that as a consumer, I am entitled to approximately $1,200.00 of my purchase being refunded for hotel charges covered by the insurance I purchased with an additional $1,000.00 of airline credits with JetBlue for airfare that was covered by the insurance but not fully refundable. In the event that COVID-19 allows for parents to travel again with their children in a safe manner, I am appalled that I will not be able to take my son to NYC as we had planned because I cannot afford to pay for an expensive trip two times since Expedia has dishonored the travel insurance that I purchased.
Sincerely,
***
This message originally read on 8/13/2020
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*** Dear ***: This message is in regard to your complaint submitted on 8/11/2020 against Worldwide Travel Exchange. Your complaint was assigned ID. Revdex.com has received a message from the business regarding your complaint. Please review this information below and provide Revdex.com with a written rebuttal. All responses will be copied to the business for their review. THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON Revdex.com'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your response to remove personally identifiable information and inappropriate language. Please provide your response within 7 calendar days so as to avoid closure of the complaint as assumed resolved. Sincerely, Resolutions Specialist Resolutions Specialist MESSAGE FROM BUSINESS: August 13, 2020 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation. On February 4, 2020, Ms. self-booked a package reservation on our site via itinerary ***. We understand from the complaint that due to concerns over Covid-19 Ms. wished to cancel the reservation but was unable to reach Expedia by phone. Mr *** then filed a fraud claim with her financial institution in an attempt to be refunded the amount paid for her booking. Ms. is now asking for a refund for the hotel portion and a coupon for the amount paid for the airline reservation. Upon receiving the customer’s complaint we reviewed the customer’s case. We have been advised that since Ms. filed a fraud claim with her financial institution she needs to contact a department that deals with credit disputes and chargebacks. The department name is *** and phone number is 1-800-613-1545. I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund. If Ms. has already resolved the issue she may disregard. I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made. SUPPLIER RULES AND RESTRICTIONS You agree to abide by the te*** 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. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We do regret any inconvenience Ms. encountered in resolving this matter. Sincerely, Daniel *** Corporate Correspondence Team
August 25, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is once again responding to the consumer complaint from Ms. *** (Revdex.com complaint # ***) regarding a refund request for a package reservation.
We previously informed Ms. to contact the Receivable Management Services (RMS) department due to her case. This was also notated on her account during her interaction with Expedia on May 25, 2020. Expedia is not able to provide a refund to Ms. because she filed a fraud claim. Ms. may reach *** by email regarding her dispute at [email protected] I remind Ms. that although the purchase was made on Expedia upon filing a dispute we may no longer provide a refund.
I have attached a copy of the Te*** of Use which Ms. accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the te*** 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter.
Sincerely,
Daniel ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because the contact information I have been given is now an email address while previously I was given a phone number. The phone number, when dialed - called to an automated line stating no one was available to assist me. I have very little expectation that *** will be able to follow through on Expedia's insurance coverage which I am due. I purchased a travel package and insurance coverage in the event that it needed to be canceled. Because I attempted to cancel per the instructions for over 3 weeks in March my only recourse was to dispute the charge since Expedia sold me something that it could not technically deliver. This is by definition fraud and I will continue to tell everyone I know about my experience with Expedia as it is not right or acceptable to charge a single working parent $2400 for a service and travel package that was not received.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a Hotel Stay for my honeymoon in Bali, Indonesia at the *** Resort with Expedia. Date of Stay, Check In was July 9th 2020, Check out was July 10th 2020. I had paid an amount of Rs. 42,624.85/-(Rupees Forty Two Thousand Six Hundred Twenty Four and Eighty Dive Paisa Only) which I had paid in DOLLARS approximately $561.
Due to the COVID-19 situation, from my very first call to Expedia after the hotel booking was confirmed and after the payment I have been trying to get a refund from your concern. To which you had always been replying positively. After few attempts your concern Expedia started telling that there is a need to get a confirmation from the hotel at Bali regarding the refund. The hotel also asked me to send them the confirmation for my flight cancellations and refund for my flight ticket which also I did.
Now the only solution that Expedia and the hotel is giving me is that you can extend the stay for a future date for which I am denying from the beginning. Due to the COVID-19 situation at the time of my travel there was no flight which could take me to BALI neither it was recommended to travel, even the International borders were closed at the same time. Now EXPEDIA is just giving me a reason that Expedia cannot do anything other than what the Hotel is asking them to do.
I need my refund please help me with this problem.
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 March 13, 2020 via the Expedia website for arrival on July 09, 2020 and departure on July 10, 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 *** Ubud, they have agreed to allow the booking to be rescheduled up to 2 years out. We just need the new dates from the customer so we can provide those to the hotel.
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 rescheduling 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 has the option to reschedule 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,
The Expedia Team
I booked airline reservations with Expedia on 11/9/2019 for a trip to Las Vegas from 5/31/2020-6/4/2020. As part of the checkout process, asked if I wanted to purchase Travel Guard insurance. Because of the time span, I did purchase insurance at the cost of $120.00. On 4/5/2020, I received an e-mail from Expedia that the airline cancelled the trip due to COVID-19. On that day, I filed a claim with AIG Travel Insurance for a refund. The policy coverage includes "Trip Cancellation 100% Trip Cost Per Insured". On 6/10/2020, I received an e-mail from AIG Travel Insurance requesting any documentation of refunds already received. I had not received any. On 6/12/2020, I received an e-mail from Expedia informing me, "We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis." On 7/27/2020, I received a check in from mail from AIG for $14.07. I called AIG Customer Service and was directed to call Expedia for refund and also suggested I could appeal. I called Expedia Customer Service and was told their policy is no refunds. I filed an appeal with AIG. On 8/7/2020, I received an e-mail from AIG, with the following information:
Travel dates: 5/31/2020 - 6/4/2020
Number of travelers: 3
Trip Cost Per Person: $554.69
Refund Per Person: $4.69
Benefit payable per person: $550.00
Total payment due: $1,650.00
Comments:
Please note: Refund amount cannot exceed the amount you have pre-paid for your trip
Amount paid represents the non-refundable portion of your trip. Please contact your travel supplier if additional reimbursement is due.
This check includes payment for your airline e-tickets. By cashing this check you are agreeing to the terms and conditions of your policy. If these airline e-tickets are used or exchanged for future travel, or if you receive a refund for the tickets, we will seek reimbursement of our payment.
I then spent hours speaking with Expedia Customer Service, Supervisor and a Corporate Manager. I explained I purchased the insurance trusting the policy covered 100% Trip Cost. The $14.07 check covers the booking fees with Expedia and not the airline tickets. The Expedia Supervisor informed me they have polices and our bound to their agreement with airlines and their policies. I commented I don't know what their agreements are with airlines, I was booking through them and purchased the Travel Guard Insurance offered on their website. She attempted to escalate my complaint to a Corporate Manager but was disconnected. I called back to Expedia Customer Service and was eventually put in contact with the manager, John. His response was they are only a booking company and they don't offer refunds. I asked if he thought it was absurd to spend $120 for travel guard insurance that only covered a $14.07 booking fee. He replied, "You should have read the Terms & Conditions". Everyone I spoke with, I read the Travel Guard Policy coverage and shared that with this pandemic, I do not plan to ever get on a plane again and expect a full refund. I have contacted *** and *** Airlines and waiting for a decision on refund. I feel that both Expedia and AIG are fraudulent in their marketing of Travel Guard Protection that offers 100% Trip Cost Per Person for Trip Cancellation.
I am following up with new information on my complaint ID and direction on how to proceed. As mentioned in my complaint, I contacted *** and *** airlines when Expedia and AIG did not honor the Travel Guard insurance I purchased. Both airlines have provided a refund. *** has posted to my credit card, *** has not yet posted but I have a confirmation e-mail from them. Today, I received a check from AIG for $1635.93. This is what should have happened from the outset. AIG is the one that owes me the refund, not the airlines. I am looking for direction on how the airlines can reverse the refund. I appreciate you direction on this. The desired outcome of my complaint was a refund from AIG AND for Expedia and AIG to change their fraudulent advertising on Expedia's website. Thank you.