I have 2 separate travel bookings through Expedia. And due to Covid-19, Airlines cancelled the bookings. But Expedia refuses to give us refund. Infact they have outrightly lied about the bookings.
Booking 1:
Travel dates Jun 22, 2020 - Aug 23, 2020
June 22 - Nassau - Miami - London - Delhi
Aug 23 - Delhi - London - Miami - Nassau
Itinerary # *** Confirmation *** (***)
Confirmation *** (*** Airways)
*** will not open airlines till July 1. And India will not open till July also. So *** Airways supposedly cancelled our flights. But Expedia never informed us about the same. It was on my calling Expedia that they confirmed that *** Airways cancelled the London to Delhi leg. Also *** Air cannot operate the Nassau to Miami leg. So given this situation,we asked Expedia to cancel our booking. But to my horror, Expedia representative suggested that since Miami to London flights still run they cannot cancel. Are you kidding me? Really? I booked the ticket so that I could fly with my family from Nassau to Delhi. Since any part of the trip cannot be completed, the booking needs to be cancelled.
I requested Expedia to give me full refund but they have not responded to refund our money back. In fact we called but both *** Airways and *** Air and both said they would have refunded our tickets if we booked through them directly.
I made a very big mistake booking through Expedia. I have been using them for over 15 years now. But never again. They are robbers. I will not let them of the hook. I am going to explore reporting them to the Department of Transportation and also look to file litigation. Can some send me contacts of good lawyers in Miami and NY who could handle this case? Also do you have email contacts at DoT?
Again, thus trip was cancelled as *** and US and *** and Canada airports shut down due to the heights of the Covid 19 during this time. We had no way to go even if we wanted to. But Expedia, did not give us refund back either on *** ticket nor on Hotel reservation. In fact we called the hotel and they said they would refund the money back to us. I received an email from Expedia saying that they contacted the hotel and the hotel refuses to give refund back. I reached out to the hotel again, and they confirmed (from a senior officer at fairmont) that Expedia never reached out to them and they will be happy to refund the money. So Expedia is outrightly LYING. I have email proofs of the same. They are playing with ***s citizen's hard earned money. Everyone else has been very gracious is resolving and refunding our travel plans. But not Expedia.
They are crooks. I reached out to their CEO and customer service seniors and even their Board of Directors. But not one of them cared to reply.
Can some one please advise how I can take Expedia to a public litigation? They need to be held accountable and brought to the notice of White House for the kind of business practice they have amidst a pandemic. I am sure they have taken money from the Treasury, Fed and White House but will not help customers out.
Expedia.com Response
• Jul 25, 2020
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a multiple reservations.Our records show on January 4, 2020 Mr. an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Miami, FL USA to Nassau, *** departing on August 23, 2020, for a total of $11,436.00.Our records indicate on February 17, 2020, Mr. an authorized Expedia account user self-booked a hotel stay on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, AB for a check in on April 15, 2020, and a check out on April 19, 2020, for a total of $1613.60. Our records show on February 16, 2020, Mr. an authorized Expedia account user self-booked a flight reservation with Expedia’s under itinerary ***. Travel was with *** and *** Airlines, traveling from Nassau, *** to Calgary, AB departing on April 9, 2020 and returning on April 20, 2020, for a total of $2101.08.On June 10, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. The flight was deemed eligible for a full refund per *** Airways policy. Therefore, Expedia processed $11,408, back to the customers original form of payment. Based on the merchant of record *** Airways (the institution that charged the customer’s credit card). It could take up to 8 weeks depending upon Mr. financial institution for the refund to post.On May 30, 2020, Mr. contacted Expedia to request a full refund for the Hotel reservation under ***. The hotel did not have a policy in place to override their (non-refundable) rules. Therefore, we discussed Mr. decision in canceling his hotel stay and the acceptance of the hotel voucher listed below:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($1613.60) represents the total amount of your cancelled lodging booking you previously made on Expedia.Here are a few things to know:- You need to use the coupon and start your stay within 12 months of the date it was issued.- The coupon must be used towards booking a stay at ***.- If you don’t use the total amount of your coupon in one transaction, don’t worry, you’ll still be able to use the remaining amount on your next booking at the same property.- When you’re ready to use your coupon, simply sign in to your Expedia account when checking out and select the coupon from your account when you pay.Please review other terms and conditions specific to this coupon.We know COVID-19 has had widespread impacts on the lives of people worldwide and that travel has taken a backseat as we all work to stay healthy and safe. We’re hopeful that when the time is right, you’ll be able to take the trip you had planned.Sincerely,The Expedia Travel TeamBetween May 30, 2020 to June 8, 2020, under itinerary ***, Expedia obtained the hotel’s authorization to submit a refund back to Mr. original form of payment. However, Mr. accepted the Hotel Voucher back on May 23, 2020. Which halted a refund, due to the Voucher being issued, therefore, a request for a voucher deactivation was required. At Expedia, we do follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their procedures. Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. Upon review, on July 24, 2020, due to Mr. Expedia account history related to the itinerary ***. The voucher valued at $1,613.60, was deactivated and a full refund was processed back to the customers original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. The (COVID-19) flexibility policies for itinerary ***, are publicly visible on both Airlines websites strictly stating ***’s penalty fees will be waived until, December 31, 2021. However, the flex policy for *** penalty fees will be waived until, February 15, 2020. In addition, *** and *** Airlines are the merchants of record (the companies that charged Mr. credit card). Furthermore, Mr. cancelled/accepted two Future Travel Credits of $1,218.95, for *** and $870.90, for *** Airlines.
See the exact cancellation policies, that were provided to Mr. prior to him agreeing to book the flight reservation:***’s cancellation policy : Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundableMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 24, 2020, Expedia contacted both *** and *** Airlines to request a full refund on behalf of Mr. Manwatkar. Regrettably, based on the Airlines cancellation policies a refund from either Airline was declined and only future travel credits was offered. Due to the information provided above Expedia is unable to issue a refund on itinerary ***. When Mr. following the flex policies and is ready to use his airfare credits he may contact Expedia at (877) 227-7481.Sincerely,Melanie ***Corporate Correspondence Team
I purchased a flight protection plan when I booked my flights on Expedia in March, knowing they might be canceled. I have gotten word from Expedia that the flights were canceled, so I contacted the airlines to inquire and was given a credit for rebooking the flight in the future. Expedia keeps emailing me telling me they are working on a refund, which I don't want at this point (since I am planning to rebook the flight using the credit). I also want to talk to them about getting my money back for the Flight Protection plan (which I was told I had to do from the Insurance company), which I think should be refunded or credited towards my next flight, since the flights were canceled and couldn't be rebooked at this time. But I have been trying for 5 days now to contact them to discuss this and either get put on hold (if I call) for over 2 hours, in one case, or if I try the online chat it keeps telling me it's busy and to try later. I finally seemed to get through on the chat only to have my call dropped when I literally didn't respond to a Q in less than 5 seconds, and then when I tried again it kept changing my wait times from 8 minutes, to 24, to 28 before dropping me altogether. This is unreasonable and infuriating, especially if the time for me to do something with this policy is limited
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a full refund for the Flight Protection Plan.
Our records indicate on March 15, 2020, Ms. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on July 2, 2020 from Calgary,
AB, Canada to Pensacola, FL and returning on July 14, 2020 along with the Flight Protection Plan via ***.We can confirm on June 6, 2020, the customer
cancelled the flight reservation via an online electronic cancellation
form. *** Airline record shows the
ticket is being processed for $654.06 to VISA card ending ***. Expedia emailed the email address on file
advising a refund of $654.06 was being issued to the original form of payment.
After further
review on July 24, 2020, Expedia was able to verify there are
no notes or documentation on the Expedia account in regard to the cancelled
reservation. Expedia confirms the United
Airline record was cancelled by the customer via online electronic cancellation
form. Expedia confirms the refund was issued
to the original form of payment and we sent an email advising the refund had
been issued. The Flight Protection Plan could
not be cancelled after being on the account for 10 days. The Flight Protection
Plan is handled through Travelguard/AIG; the customer would have needed to
cancel prior to it being on the reservation for 10 days or would have needed to
file a claim with the provider. The
insurance is not refundable after its been on the account for 10 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
I am not disputing that I was able to cancel the reservation and was refunded my ticket price. What I was unhappy about was that I had to do that myself, with the airline, as they noted, because I tried for days (5 days in a row, to be exact) to contact Expedia to find out about the ticket and getting it canceled and also to see if I could use or get money back on the insurance, but I was unable to get through, either by phone or on their chat-bot. I understand the terms of the contract for the insurance not being able to be canceled since 15 days had passed, but I felt that should have been made more explicit when I bought the insurance, or waived due to the circumstances, especially since the trip was canceled through no fault of my own, and well past the time I could have used or canceled the insurance (I was partly trying to contact Expedia to find out what should happen with the ticket and insurance, but since I couldn't reach them, I kept waiting (as their recorded message kept telling me to do) until closer to my flight dates, to be sure the flight actually would be canceled)...hence I had no recourse with the insurance at all. I actually called the insurance company when it became clear to me I probably wasn't going to be able to fly, to see about canceling my policy, but they said I had to go through Expedia, which as I've said before was impossible at that time. I think that Expedia should refund me the insurance cost due to my not being able to reach them in a timely manner, and out of "goodwill", since I have used this site for many years as a loyal customer, but rest assured I no longer will.
This company will not issue my partial refund after the flights are cancelled. They automatically issued a credit without confirming with me. They hung up on me 4 times and they’ve been giving me the run around for four hours now. Worst customer service I’ve ever experienced.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a full
refund for $219.05.
Our records indicate on February 19, 2020, Ms. or an authorized
user of the Expedia account, self-booked two combined one way flights the
departure was on *** Airlines departing April
30, 2020 from Washington, DC, United States to Nassau, Bahamas and returning on *** Airline on May 3, 2020 along with the Flight Protection Plan via ***.We can confirm on June 9, 2020, the
customer cancelled the flight reservation via an online electronic cancellation
form and wants a refund instead of the airline
credit. Our representative advised the
customer of the airline policy and advised since she has protection, she could
file a claim with Travelguard and the claim would be subject to approval . The customer was given the number to contact
Travelguard and she requested a Supervisor. The Supervisor called the customer ack and the customer could not hear
her, she returned the call and the call went unanswered. The customer called back to check if the refund option was available since she is was not
ok with the credit option. Our
representative advised the six hour schedule change with *** made the *** flight eligible for a refund. The
*** Airlines flight was suspended and the representative suggested that
the customer contact *** Airlines directly.
On July 25, 2020, Expedia confirmed the *** Airline record is showing in refund status
as of June 9, 2020. *** Airline will
process the refund ($183.50) to the original card charged. The *** Airlines record is in a
suspended status. Expedia contacted *** Airline’s and they advised Expedia
needs to call their Electronic Support Desk on Monday July 27, 2020.
After further review on July 27, 2020, Expedia contacted
*** Airlines and they advised they received a chargeback for the ticket
and says funds have gone back to the financial institution. *** Airlines advised if the customer
wants another reservation, they will need to create a new reservation, they
will not authorize a refund due to the chargeback.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
11/20/2019 purchased trip to Edinburgh, Scotland through Expedia. Purchase included *** provided Travel Protection Plan insurance. In March 2020 governments of the world cancelled international travel due to COVID19. Contacted Expedia seeking refund due to flight cancellation, making the balance of the trip purchased unusable. Expedia very efficiently worked with the Partners involved in the itinerary seeking and receiving refund of all elements of the itinerary with the exception of the Travel Protection Plan. They initially directed me to *** Travel Guard to seek a refund for the Travel Protection Plan, which I did on 4/27/20 for travel which was to commence on 4/30/20 before flight cancellation leading to entire itinerary cancellation. *** responded back on 5/27/20 directing me back Expedia to request refund. Expedia has repeatedly refused to refund claiming 15 day from purchase refund request requirement. Their was no exercise of the policy, no insurance risk to Expedia, no insurance risk to ***. This represents an abuse of a very unfortunate world event, and abuse of persons in a very economically difficult time. Not a wise decision by either *** or Expedia, and certainly one that has the potential to lead to a class action lawsuit if not proactively addressed.
Expedia.com Response
• Jul 25, 2020
July 25, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would like a refund for the Flight Protection
Plan.
Our records indicate on November 20, 2019, Mr. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on April 30, 2020
from Atlanta, GA, USA to Edinburgh, Scotland, UK and returning on May 13, 2020,
with a three night stay at ***, 12 day car rental with ***, along with the Flight Protection Plan via ***.We can confirm on March 24, 2020, Expedia cancelled the rental car and issued a refund
of $489.50 to the original card charged.On April 20,
2020, the customer called and was requesting a refund since he received an
email from Expedia about the flights being cancelled. He is not interested in a credit and no other
alternate flights are acceptable.Expedia
contacted the hotel on April 27, 2020, the hotel authorized
Expedia to issue a refund for the three night reservation. A refund for $435.37
was issued to the original card that was charged.On May 17, 2020, the customer called and stated he received a refund for the car, the flight
and the hotel but he wanted a refund for the protection. Our representative advised the protection has
to be cancelled within 15 days after purchase in order to receive a
refund. After further
review on July 25, 2020, Expedia confirms the refunds were issued
as the customer advised he had received them. The Flight Protection Plan is non-refundable, it was added to the reservation
when the reservation was created on November 20, 2019. The Flight Protection Plan needed to be
cancelled before the 15 days period expired in order to receive a refund.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 27, 2020
Complaint: ***
I am rejecting this response because: I view their response to be completely tone deaf. Businesses that do right by their customers thrive. Those that don’t do right by their customers don’t survive. I believe it to be completely immoral and unethical to keep one cent of my hard earned dollar based upon some legal mumbo jumbo that completely ignores the circumstances of COVID19. At a minimum, Expedia has lost a customer. More likely, I will be one of many handing this over to lawyers in pursuit of a Class Action lawsuit. Either way Expedia and *** lose, only the lawyers win. Shame on you Expedia, and *** for that matter, for simply not doing the right thing under the circumstances.
We have been attempting to receive credit for flight restrictions during COVID epidemic. The only way to do this is by telephone however, no one answers their phones. Consumers should not have to be on hold for over 2 hours to receive service. We called 3 days in a row at various times of the day in order to speak with someone. After the 3rd day some one finally answered however we were again repeatedly put on hold for hours in attempt to redeem the airline credit and still did not receive the credit.
Expedia.com Response
• Aug 04, 2020
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to receive a flight credit and compensation for the extensive period of time trying to get the issue resolved.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Milwaukee, WI, to Billings, MT on July 7, 2020 and
returning on July 15, 2020 with added Travel Protection Cancellation Plan.
We would like to inform we verified with *** Airlines in regards to Mrs.’s request and has already been resolved on June 10, 2020. According
to ***, the tickets were reissued for a flight on July 7, 2020; going to Billings, MT. We regret to hear of the inconveniences experienced when attempting
to contact us. We have recently experienced longer than normal hold times due to the pandemic virus which impacted a large number of travelers. While we
understand that a long hold time can be frustrating, Regrettably, we cannot provide compensation as we assure you that Expedia always works hard to
answer every call and assist our customers to the best of our ability.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have booked an international flight for june 19th-June 22nd whereas the country is relaxing restrictions daily, including the dates I was scheduled to arrive. However, the airline has cancelled my flight and Expedia is unable and refusing to assist with my right to a full refund considering the AIRLINE canceled my flight, not me. I am requesting a full refund due to the airline not having available flights on those dates.
Expedia.com Response
• Jul 23, 2020
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund. We understand the Mr. would
like a full refund for his reservation.
Our records indicate on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked
two multiple destination flight on *** departing on June 19, 2020, from Newark,
NJ, USA to ***, Iceland and returning on June 22, 2020 from ***,
Iceland to New York, NY, USA along with a one night stay at *** Hotel
***, a two day car rental with ***, the Vacation Waiver and the Collison
Damage Plan via ***.We can confirm
on May 28, 2020, a refund was issued for the *** rental
car for $252.96 and a $33.00 for the Collision Damage Plan to card ending ***.On June 16, 2020, *** sent an email to Expedia and advised the customer is entitled to a full refund. Expedia submitted the refund information for
both tickets via the airline system. Expedia
emailed the customer on June 22, 2020, advising we had submitted a refund for the
flight reservations via the airline system and the refund should take up to
eight weeks.After further review on July 22, 2020, Expedia
verified the refund information was submitted in the airline system on June 17,
2020. Expedia contacted the Air
Fulfillment Department and they advised the refund information needed to be resubmitted,
due to the abundance of refunds being requested. Expedia resubmitted the airline refund
information in the system for each ticket in the amount of $451.85 each. The
refunds could take an additional eight weeks before being received by the
customer, on the original card that was charged. Expedia verified the hotel policy for refunds;
the hotel penalty was 100% for changes made after May 9, 2020 at the time the
reservation was created. The hotel has
noted that Expedia is not able to contact them in regard to a waiver of their
policy.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 23, 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.
My boyfriend and I booked a trip to Hawaii (***) through Chase Travel in October 2019. He used points and there was a balance due so I used my Chase credit card for the balance of $868.02. In March 2020 Covid-19 hit and California went into shut down on March 18, 2020. Our trip was scheduled for March 20,2020 through March 28, 2020.
We cancelled our trip on March 15, 2020 (5 days before travel) via Chase Travels website and received an email confirmation. We also confirmed the updated Hotel cancellation policy stating that d/t Covid-19 "For guests with existing reservations for arrivals through Sunday, May 31, modification and cancellation fees may be waived as long as the change or cancellation is made at least 24 hours prior to arrival." They have since updated it to June 30. See website page: https:/***/ Initially on March 16, 2020 my boyfriend received all of his points returned back to his credit card and I received a partial credit card refund of $365.33 out of the $868.02.
After finally getting through to someone on the phone 3-27-2020 (*** ID #***), I filed a dispute for the remaining balance of $502.69 (Case # ***). It was then credited to my account on March 30,2020. 30 days later I received a letter from Chase Travel asking me if my dispute had been resolved. I responded "yes, I received all my money back $365.33 (3-16-20) + $502.69 (3-30-20) = $868.02. I assumed it was over since I have received all my money back and my boyfriend received all his points back. Then, on 4-28-2020 I received another charge of $502.69 on my credit card. The money was charged back to my account!!!!!
On 5-1-2020 I called again (Rosie-Supervisor), submitted more paperwork and went through the entire process again because she said I had to re-submit the entire claim. I was told I would get a letter within 30 days with a decision and the fact that I stated it was "resolved" closed the dispute. They also sent me paperwork of Expedia screen shots stating we did not cancel far enough in advance, which was not true (we cancelled 5 days in advance). On 5-20-20 I called again to follow up and spoke with Mark in the dispute department. He documented everything and re-submitted more facts proving we cancelled far enough in advance. Again stating I would receive a letter of the decision within 30 days.
June 2, 2020 I received a letter stating
1) we sent a letter dated 3-31-2020 informing you that a temporary credit was issued while we complete the dispute investigation
2) on 4-28-2020 we received documentation from you stating that the dispute was resolved. (because I received all the money back). As a result your account was re-billed and the funds were sent back to the merchant. (which merchant???? who is keeping the money Expedia, Chase, Outrigger???)
3) unfortunately, we do not have the ability to force the merchant to issue a refund once the funds have been returned.
4) After reviewing the information that we have recently received from you the results of our investigation indicate that the transaction was valid.
CLEARLY, NO ONE IS LISTENING TO ME WHEN I SPEAK TO THEM...so frustrating. I was only stating as long as I received all my money back $868.02, it was resolved.
Today, 6-9-2020, I called them once again (Teresa, supervisor in the Dispute Dept) and Calvin in the Travel Dept. Teresa said there was nothing she could do because the dispute was closed. Calvin said he spoke to the hotel and they never received the money (so Expedia is keeping the money??), and after speaking with his supervisor via chat, he could refund the money and I would see it within 30 days. Case # ***. I believe I am getting the run-around. Calvin said if I had any more problems I could call a supervisor at (888) 511-5323.
I can't believe this nightmare. I have been working on this almost 3 months and today they tried to tell me they couldn't do anything because the claim is too old. Only after pressing them and getting mad did they again move forward. I'm holding my breath until I see the money credited to my credit card but don't trust anyone at this point. Everytime I call, I get a different reason/excuse. So, therefore, am filing this complaint. Can anyone please help me?
I just want all my money back $365.33 (received 3-16-20) + $502.69 (credited, then re-billed) = $868.02 and I want it permanently refunded. Someone is keeping this money unfairly.
Expedia.com Response
• Jul 08, 2020
July 8, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a refund request.Upon further research, we are unable to locate an Expedia
account related to Ms.’s complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Jul 08, 2020
Complaint: ***
I am rejecting this response because:
1) we did not book through expedia, we booked through Chase Travel. If Chase used expedia then so be it. Attached is all I have
2) We cancelled 5 days before on 3-15-2020. they refunded points to my travel partner and partial credit to my credit card ending in *** ($365.33) on 3-16-2020 proving we cancelled in enough time.
3) Hotel cancellation policy was updated after Covid-19 hit, see attachment
4) I am still due a balance of $502.69 back to my chase credit card ending in ***.
5) Chase called the Hotel and they do not have the money. Chase does not have the money. Expedia has the money and is trying to rip me off when the hotel policy changed during Covid-19
6) Travel partners email: *** My email: ***
7) I have now been through this over 5 TIMES, expedia is stalling and they keep wanting more information because they don't keep track of what was originally sent. All this information was sent to Chase travel 3 times, then again through Revdex.com 2 more times. Why doesn't someone who has the power to fix this address it instead of going back and forth...or CALL ME, IF I DON'T ANSWER, LEAVE A MESSAGE WITH YOUR EXTENSION NUMBER. Too many people and NO ONE doing the fixing.
Sincerely
Expedia.com Response
• Jul 10, 2020
July
10, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
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. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding an outstanding refund request. Upon additional review it was verified
that Ms. booked the reservation in question, itinerary ***, with Chase Ultimate
Rewards and not via Expedia.com. We have worked with our Chase team to provide
the following details on this issue. Our records indicate a refund was
processed back to the original form of payment on March 15th in the
amounts of $365.33 and 248450 points. Further review of the record shows an
outstanding balance of $502.69 was not previously refunded.
We want to extend out apologies for
the delay in processing the additional amount owed for this reservation. Please
note, Ms. was contacted on June 9th and the refund for
$502.69 was processed successfully to the card ending in ***.
Again,
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,Michelle ***Ultimate Rewards Supervisor Desk
Customer Response
• Jul 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have received the remaining refund of $502.69 to my credit card ending in ***.
AS LONG AS THE REFUND IS NOT REVERSED IN THE FUTURE, THIS ISSUE HAS BEEN RESOLVED.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Purchased flight with cancellation insurance. Insurance wouldn't cancel, because airline was approving refunds, was instructed to go through Expedia. Expedia reps walked me through cancelling online, and assured me that card would be refunded.
Well, expedia issued a travel credit and is now using the online cancellation as justification to not refund the card. Very displeased. Spoke with a manager, who "placed me on hold" to see what could be done, but really call disconnected. No call back despite providing call back info
Expedia.com Response
• Jul 20, 2020
July 20,
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 ticket with *** Airlines on January 31, 2020,
with cancelation coverage through Travel Guard. The
Travel Guard coverage had a 10 day look period, after which it was
nonrefundable. The plan is not refundable if claims are not filed. Expedia is
not able to provide compensation in this case.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
I had a refund to receive from a hotel cancellation and I took the 115% Voucher thinking it was the best thing to do. I then had the intention to travel again in October to Paris and made a FREE reservation with the points I had and with this voucher. My plans changed and I had to cancel this reservation (***). For my surprise I saw that expedia considered then my voucher as USED when I had just made a FREE RESERVATION!!! I didn't go anywhere and it just not fair to take ALL THE MONEY FOR THE VOUCHER from a loyal gold customer like me. It´s absurd! When the voucher was offered it didn't mention clearly that it could be used just ONCE which doesn't make any sense!!!! This info is hidden!!
Expedia.com Response
• Jul 13, 2020
Complaint Reference Number: ***Dear Revdex.com,We want to offer our apologies for any frustration our guest may have experienced trying to resolve this issue.After a further review of the refund of the coupon used, we found an error causing the previous information about this to be incorrect. It is a bug that now identified was preventing returns. The coupon will restore to their account in the next ten days.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Kathryn K Consumer RelationsExpedia.com Tell us why here...
Customer Response
• Jul 27, 2020
From: *** Sent: Friday, July 24, 2020 7:33 AM To: *** Subject: Re: Revdex.com Case ID# *** - Status Update
Dear Revdex.com,
I was about to respond to this complaint as I was waiting Expedia to give back my voucher which they did not do on the time frame they have mentioned. I see that my case was closed. Can you reopen it so I can send my feedback or shall I open a new complaint?
best regards
Expedia.com Response
• Aug 12, 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 May 31, 2020 via the Expedia mobile app for arrival on October 16, 2020 and departure on October 20, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 12:00 AM local hotel time, Friday, October 16, 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.Our records indicate the customer cancelled the reservation on June 7, 2020. As the booking was cancelled outside the penalty window, a full refund was issued after cancellation. In addition to this, the rewards points used on the customer's reservation were returned to their account. Unfortunately, the gift card that was used to create the reservation didn't return to the customer's account. Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.The gift card used to create the booking in the amount of 358.00 USD should be returned to the customer's account within the next 30 days. 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: they said the same thing on the July 13th response and the voucher nor the refund never came back to my account...
I had purchased a round trip ticket on Wednesday, February 26, 2020. The total cost of $1,043.21 USD. Which did include "Flight Protection Plan" made through AIG Insurance Company. The original dates were booked for: April 29-June 30th, 2020. The flight was cancelled by Expedia due to Covid-19 Pandemic on April 6, 2020. I had tried reaching out to Expedia to claim a refund and the website and number were not available to be reached. The next step I took was to file a claim through the AIG Insurance they have not reached out to me and it's been nearly TWO MONTHS! It is hard to reach any and all companies to get a refund. I have tried waiting patiently on hold for hours at a time. I have tried to honor the massive wait calls but now has become and issue and am afraid not the get refunded and loss of all the income I had invested in this trip. I would sincerely just wish to have my money back! Thank you!
Expedia.com Response
• Jul 21, 2020
July 20,
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 ticket with *** Airlines for travel to Hamburg,
Germany on April 29, 2020, with a return on July 30, 2020, and flight coverage
with Travel Guard.The
flight was nonrefundable at the time of purchase; and, the fare rules state that
refund is not allowed even for medical reasons. An exchange of the ticket was
only permitted if made prior to the departure of the scheduled flight. The flight
coverage was nonrefundable after the 10 day look period. For inquiries on
Travel Guard coverage, the customer would need to contact them directly. Expedia
is unable to affect approval of claims filed with Travel Guard. Expedia
is unable to provide a refund of the flight or coverage under the terms and
conditions. Compensation is not available for nonrefundable items.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
Asking for a Refund from Expedia and *** Airlines
• On January 5th, 2020 I purchased three roundtrip tickets for a trip to Japan via Expedia on *** for our Nephew’s graduation (trip totaling $2761.53). The dates of travel were June 17th through June 27th.
• The Pandemic crisis traveled the world since then and many airlines have systematically cancelled routes starting in March.
• Holding out hope, I believed that there was still a chance of travelling in June and Expedia asked that they not be contacted until the month of travel about any changes.
• In early May, Expedia indicated that we could cancel our trip at anytime for credit up to 24 hours before our scheduled flight. We did not cancel and did not want a credit; however, we did notice that the original flights we had booked seemed to be no longer available from *** but rather flights that took as much three days to complete. Expedia did not disclose this information to us.
• On May 23rd Expedia indicated that our flight on *** had been cancelled, and that we would automatically be issued a credit. Expedia claims their policy is in accordance with the airline and we would be contacted shortly.
• Also, Expedia’s one follow up e-mail indicated that the airline may have cancelled or we may have cancelled which is a deceitful practice to indicate that we cancelled—WE DID NOT.
• As of June 5th we had not been contacted by Expedia about our options, and we do not know what this credit even covers; furthermore, we don’t want a credit, voucher or miles which seems to be ***’s current policy—we looked that up for ourselves. WE WOULD LIKE A REFUND FOR $2761.53.
• Furthermore, *** is an airline that is operating under the jurisdiction of the United States Department of Transportation (US DOT) since this International Flight originates in Seattle, Washington, USA, and the DOT indicated that full refunds should be issued for flights that are canceled by the airlines despite the COVID-19 crisis.
• Without being contacted on what this credit entailed, I engaged with “Chat” help with Expedia on June 5th. I was told that their policy is the airlines policy and that I would be issued a credit again—they have never disclosed even how to us this credit. Instead, when I indicated I was unhappy with the credit and wanted a refund, they offered to give me a partial refund minus $372.00 per ticket (my speculation is that this pure profit taking by Expedia, and that they would be able to possibly re-sell the *** credit or voucher if I agreed to this?)
• Expedia is choosing how to use the airline policy to their advantage and not advocating for the customers who fall under the jurisdiction of the US DOT (laws should supersede airline policy as Expedia is an American based business).
Expedia.com Response
• Jul 21, 2020
July 20,
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 three tickets with *** for travel starting on June
17, 2020 to Tokyo, Japan, and returning from Osaka, Japan on June 27, 2020.The
airline had a flex policy in place for customers canceling flights. It was
noted in the record that credit could be provided for cancelation, although the
flights were nonrefundable and with no changes allowed. However, the international
flight segments had been canceled by the airline, with no alternative flights
to provide. In this case a refund would be provided. We regret any inconvenience
and have begun the refund process. The time frame varies based on the
processing time of the airline and the credit card company or bank.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
Our cruise in April, Itinerary #***, was cancelled due to COVID-19, this resulted in the flight being cancelled. When we booked through Expedia, the flight to Tampa was on one airline and the flight home was on another resulting in two credits. We were told that we could reschedule using the credits by contacting them by phone only. I have attempted to reach them a total of 7 times in the past week to schedule out new flights for our rebooked vacation. We cannot wait until 72 hours prior, as your phone message instructs, as we need specific times of flights in order to match the cruise times.
When calling, following the menu, I selected the option to book a flight using airline credits. The first 6 calls resulted in hold times of over 2 hours with no one responding, 4 of those 6 calls were dropped by Expedia. The 7th call today someone responded after 1 hour and 24 minutes on hold. I was told that I had reached the wrong department to use airline credits and that I would need to be transferred and to please hold. The hold time resumed and one hour later, the call was dropped by Expedia. I have spent a minimum of 14.5 hours on hold with Expedia in the past week attempting to book our flights only to have calls dropped or have hold times so long that I can no longer hold.
Expedia.com Response
• Jul 21, 2020
July 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 Ms. *** (Revdex.com case number ***) would like for someone to call her from the correct
department to help with exchanging her tickets, since she has had a negative
experience with the telephone system.
Our records indicate on January 3, 2020, Ms. or an authorized user of the
Expedia account, self-booked two one way flights , the departure flight was on *** Airlines, departing on October 20, 2020 from Green
Bay, WI to Miami, FL, returning on *** Airlines on October 24, 2020 via ***. We can confirm on June 8, 2020, the
customer called in and requested to use her future travel credit. No other
noted were documented on the Expedia account at this time.On June 22,
2020, the customer called in and requested to apply the travel credit
on *** Airline flight from GRB to MIA on October 17, 2020 and ***
Airlines flight on October 24, 2020 from MIA to GRB. Our representative confirmed the flights and the reissue
was completed.After further review on July
21, 2020, Expedia confirmed the *** Airlines record was reissued on June 24,
2020, *** Airlines flight 4872, GRB-MSP departing at *** arriving *** and connecting
with *** Airlines flight ***, MSP-MIA departing at *** arriving at ***. The return fight is confirmed for ***
Airlines flight 145, MIA-ORD departing at 1215 arriving 1439 and connecting
with *** Airlines flight ***, ORD-GRB
departing at *** arriving at ***. The customer can contact the airlines our verify
the flights on the airline’s website. Any question the customer can contacted our
Customer Service Department at 877-227-7481 for assistancePlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines and *** Airlines were the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had to cancel and rebook a trip on Expedia.com to Cartagena, Colombia. Expedia gave me the option of having the refund sent directly to me or have a voucher/coupon to use for the rebooking. Since they claimed the coupon could be sent immediately, I chose that option since I wanted to rebook as soon as possible. I rebooked for August 19 - 22. On May 20th, the Colombian government cancelled all international flights into the country effective immediately until August 31st. I called Expedia to see if I could rebook my stay for another time but was informed since I used a coupon I would lose the value of the coupon since it is a one time use coupon. I informed them that I had no physical way of entering the country until September 1 but was informed that since the property was still open, I would lose the value of the coupon.
Expedia.com Response
• Jul 13, 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 can confirm the customer booked a reservation at *** for arrival on August 19, 2020 and departure on August 22, 2020. The customer used the coupon that was given to them previously in lieu of a cash refund. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 6:59 PM local hotel time, Tuesday, August 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On June 6, 2020, our customer contacted customer care about canceling their booking due to the closing of the airport in Cartegena. Customer care advised the customer that the voucher valued a 516.00 USD would be lost with any change or cancellation, so the booking was left as is.On June 8, 2020 our customer contacted customer care about changing the stay dates and spoke to two different customer care representatives. The first representative our customer spoke to advised the same as the previous representative. Our customer care escalated the case to their supervisor. The second representative contacted the property and confirmed the airport was closed, then transferred our customer to our reservation services team.On July 9, 2020 our customer contacted our customer care Chat team and advised our customer to contact reservations services the day before arrival for assistance with changing the stay.Our records indicate the coupon was returned to the customer's account on June 12, 2020. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.After review of the customer's concerns, we were able to verify that the customer has booked a new reservation with the coupon for February of 2021. 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 purchased airfare tickets in Nov.,2019 to go to Russia from 6/15/2020 with return to the U.S. on 7/2/2020. The tickets were purchased through expedia.com, a 3rd party. The air carrier is ***. Due to covonavirus *** cancelled my flights. They notified me on 3/27/2020 of the cancellations. Expedia.com kept showing my reservations as 'active' and had me wait until 10 days before the travel date before even discussing any options or the refund. Now, it's 1 week to my original travel date and the airline has confirmed that they cannot fulfill their obligation and the flight is cancelled and I am eligible for a full refund from the party I purchased the ticket through, i.e. Expedia. When I call Expedia they say that a) I should be getting a refund from ***. and, b) that I'll be getting reimbursed by the air carrier, i.e. ***. Expedia won't get on a 3 way call with *** and won't give an indident ticket to this issue and is very vague as to when the refund will be and from whom.
Expedia.com Response
• Jul 22, 2020
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. would like a full refund for the
cancelled flights.
Our records indicate on November 12, 2019, Mr. an authorized user of the Expedia account, self-booked three round
trip flights, the departure flight was on ***,
departing on June 15, 2020, from Cincinnati, OH to Moscow, Russia, returning on July 2, 2020 via
***. We can confirm on June 6, 2020, the
customer communicated with our social media team and requested a refund. Our representative advised the tickets were nonrefundable and a future travel credit was
applicable. Expedia emailed the airline
and they replied on June 11, 2020, advising the refund was authorized.On June 10, 2020, the
customer called in to claim an involuntary cancellation and request a full
refund. On July 8, 2020, *** emailed Expedia
advising, “the flight coupons of these tickets are suspended
due to the fact the customers initiated a dispute of the charge with their
Credit Card company. Until the chargeback case is resolved, the coupons will
remain suspended. Neither you nor we can take any actions at the moment.”After further review on July 22, 2020, Expedia confirmed the *** tickets are
suspended. *** advised the customer
filed a dispute and the status of the tickets cannot be changed until the
dispute is resolved by the customer.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the 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 F Corporate
Correspondence Team
Customer Response
• Jul 23, 2020
Complaint: ***
I am rejecting this response because:
The company's position statement is not truthful and does not represent the actual course of events.
It appears that the company simply cut and pasted some generic language from another email. For instance in their response they are referring to me as some Ms.. My name is not Ms..
I trusted that Expedia would do the right and ethical thing and refund me, as required by Federal law, CFR 14 part 259 et al. This applies to the carriers and includes third party providers, such as Expedia.
I had to resort to the route of appealing the transaction with my credit card company because Expedia was not providing me with ANY sort of solution or any substantive expectations. For that matter, if they end up somehow not fulfilling their obligation, I'll have to file a complaint with US DOT/ FAA.
Up until the last days of the scheduled trip Expedia kept telling me that my flight was showing in their system as 'active', while they knew full well it was cancelled in in March. I received cancellation notices from *** on 3/27/2020, and kept checking my status with the Expedia itinerary seeing if they'll show some sort of an update. Instead, their website kept telling me to wait until 10 to 7 days before the trip.
I obliged, and 10 days before the trip I started to call Expedia, had to wait for hours while on hold (not an exaggeration) and the agents would tell me that a) my flight was 'active' in their system and they needed to confirm that it was cancelled (call on 6/6/20, reference ***); b) that Expedia was not liable for any of the issues but that the airline should process the refund (reference ***, call from 6/9/20).
Expedia never offered me a refund, not even a credit for the 2,992.47 that I paid them. Nothing. Just pointing the finger at *** as the cultprit in the situation. Well, the money was paid to Expedia and they collected it for the services they did not provide and now that they cannot honor their contractual obligations, they need to return the moneys they collected.
I have taken notes of every call made and have copies of all the emails that have been exchanged throughout this process.
My trip was canceled due to Covid-19 I talked to several people at expedia and was told that I was to be issued a refund but then get ran around in circles and still have not get my refund. Under the Pandimic laws they have to issue a refund. My reservation number is ***.
Expedia.com Response
• Jul 22, 2020
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. would like a $767.90 refund for the
cancelled flights.
Our records indicate on January 18, 2020, Mr. or
an authorized user of the Expedia account, self-booked two round trip flights on
*** Airline, departing on May 5, 2020, from Los Angeles, CA to Punta Cana, Dominican Republic, returning on May
13, 2020 via ***. We can confirm on April 10, 2020, the customer cancelled the flight reservation
via electronic web form. The
cancellation was followed up with a cancellation sent to the email address on
file. The cancellation email advised a
flight credit.After further review on July
22, 2020, Expedia confirmed the *** Airline record is cancelled and the
flight has a future travel credit. The
customer needs to contact our Customer Service Department at 877-227-7481 and
exchange the tickets. *** Airlie is
not charging for the exchange fee, if there is any difference in the cost of
the new fare the customer will be responsiblePlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airline was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. Rogan agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the refund request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have been trying to cancel my flight for a month. I contacted the airlines first but they told me I had to through expedia. Expedia has a "cancel" button on their website but it does not work and says it requires me to call a phone number "Online cancellation is not available for your flight. Please call us at 1-800-280-7112 to have your flight cancelled." I have called several times in the last couple of weeks and I haven't been able to get Expedia on the phone. I called three times today. The first time I was on hold for one hour and had to hang up for work. The second time I was on hold for two and a half hours and the person picked up and then immediately hung up. The third time, I was on hold for two and a half hour and then I was put in on a different type of hold (music type changed) for another 15 minutes. Then the phone went silent for 5 mins as if someone had picked up but was not talking. Then they hung up. There is no email address to contact them. Expedia is a sham and a fraud and should not be allowed to operate in this country. The border with Canada is closed and my son's camp has been cancelled, all because of Covid-19. Not only can I not take the flight but the purpose for it is gone - there should be some sort of refund for this, whether or not the ticket is non-refundable.
Expedia.com Response
• Jul 22, 2020
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. *** would like a refund for the cancelled
flights.
Our records indicate on January 13, 2020, Mr. Valat De
Cordova or an authorized user of the Expedia account, self-booked
a one way flight with *** departing on July 19, 2020, from Newark, NJ, to Montreal, QC, Canada to via ***.Our records also indicate on January 13, 2020, Mr. *** or an authorized user of the
Expedia account, self-booked a one way flight with *** departing on July
20, 2020, from Montreal, QC, Canada to Newark, NJ, via ***.We can confirm on July 9, 2020 and July 13, 2020, Expedia sent the customer an email
regarding itinerary *** which advised,
“As per ***, your ticket(s) is/are
non-refundable. However, *** is allowing you to use the value of your
ticket(s) of $158.45 per ticket, towards a new flight booking (same
carrier/airline) subject to any possible fare difference. Ticket(s) are also non-transferable. Note the ticket must be booked by ***
and the following rules apply for the new booking: Must be booked on same airline Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) The departure country must be same. Additionally, the travel must be rebooked and travelled before 13th Jan 2022.We can also confirm on July 9, 2020 and July 13, 2020, we sent the customer an email regarding itinerary *** it advised, “as per ***, your
ticket(s) is/are non-refundable. However, *** is allowing you to use the
value of your ticket(s) of $232.86 per ticket, towards a new flight booking
(same carrier/airline) subject to any possible fare difference. Ticket(s) are also non-transferable. Note the ticket must be booked by ***
and the following rules apply for the new booking: Must be booked on same airline Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) The departure country must be same. Additionally, the travel must be rebooked and travelled before 12th Jan 2022.
On July 13, 2020 and July 19, 2020, the *** records were
noted that the flights were cancelled due to COVID19 and based on *** policy
future travel credits were applicable, 24 months from the date of cancel.After further
review on July 22, 2020, Expedia
confirmed the *** reservation are cancelled. The customer can exchange each of the
reservations for another flight and have the future travel credit applied to
the cost of the new ticket. ***
is waiving the exchange fee, any increase in fare cost would be the customer responsibility. The customer must contact our Customer Service
Department at 877-227-7481 for assistance with exchanging the tickets.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms. *** agreed to our Terms of Use,
which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the refund request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a non-refundable rate for a hotel accommodation via Expedia in January 2020 for a trip to the Bahamas in April 2020. However, due to COVID-19, US safety regulations highly discouraged travel so the trip was canceled in March 2020, and I requested for a refund as my partner will not be able to go in the following two years due to visa issues. Expedia stated that they were unable to do so and could only extend the redemption of the booking to May 2020, which is inaccurate as I am eligible for a prompt and full refund of the booking
Expedia.com Response
• Jul 13, 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 can confirm our customer made a reservation to stay at *** for March 28 – April 1, 2020 a non-refundable change or cancel policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund of 1,420.87 USD to the method of payment used when booking and restored 2333 Expedia rewards points. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
We had booked flights with *** air line and *** via Expedia .com .The Dated of the flights were May 26th to June 9th with itinerary number of ***(*** Airline), and ***(***). As the glob Covid19 pandemic, both flights were cancelled by airline companies. We have tried to contacted the Expedia.com several times to get the refund. Needless to say how difficult to get a representative to discuss the issue, as of today we havent received any letter or refunds yet. For the two flights it cost us total of $1186.16. In this specialtime we need the funds for daily life. It isn't acceptable for a company holds sunch amount of funds and ignor customers needs. Therefore, I am writing to request a refund of $1186.16 to my credit card. We will not accepte a credit as they said to us.
Expedia.com Response
• Jul 23, 2020
July 23, 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 two flight reservations.
On this response we will address itinerary ***. Our records show on November 9, 2019, Ms. self-booked the itinerary online. Ms. contacted Expedia by phone on May 26, 2020. At that time Ms. was informed both tickets on itinerary *** would be refunded directly by the airline within 8 weeks.
Upon researching the customer’s complaint, we were able to confirm that a refund was approved by the airline. The refund has already been credited to Ms. form of payment. We have not been contacted regarding itinerary ***. If Ms. requires a refund for itinerary *** we ask that the contacts Expedia for immediate service.
Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules regarding a refund.
We do regret any inconvenience Ms. has encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
1-800-397-3342
Me and my wife had planned to go to Japan . We booked through Expedia and choose the *** flight because it was one of the only flights not touching Mainland China.
Shortly after we booked our flight to Japan , Canada and the United states had decided to close its boarders due to COVID 19. until April 30th at the time. *** had updated its travel advisory on its website on March 18th.confirming all flight will be cancelled.
we have tried calling several times but we could not get to expedia because of" high call volumes" and were never able to speak with a representative or able to cancel like previous flights right from the app or website because Expedia had removed our flight and that option shows bad business practices to prevent cancellations.
My trip Itinerary #*** was not cancelled by us, but by Expedia , the us government and the Canadian government. we have tried filling a claim through or bank but expedia is claiming that if we canceled the flight there was no refund to be issued. as stated before we did not cancel our trip. THEY DID.
Expedia has tried to get us to accept a travel credit that expires in February of 2021. We might never use *** again or even be able to travel by then with no vaccine insight for COVID 19.
WE DO NOT WANT A TRAVEL CREDIT . WE PAID FOR INSURANCE THAT EXPEDIA STRONGLY ENCOURAGED US TO GET . In which our policy NO. *** states that we will get a full 100 trip cost refund if trip is cancelled or interrupted.Which it was by COVID19.
Our Travel Guard Policy NO. *** stated we will receive full refund of $2,155.60 . we paid 140 for the insurance we do not want that back we would like our insurance to work and refund our funds.
WE WANT OUR REFUND ASAP.
We have a pile of documents going back and forth between our bank and Expedia and they are denying our claim to our refund.
WE PAID FOR INSURANCE STOP TRYING TO RUN OVER THE LITTLE GUY IN CRISIS
Expedia.com Response
• Jul 23, 2020
July 23,
2020Revdex.comExpedia –
Alaska, Oregon & Western WashingtonComplaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you
for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com 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 itinerary. Our
records show on February 10, 2020, Mr. self-booked a flight reservation.
The flight was booked via itinerary number ***, with a trip start
date of April 10, and returning April 18, 2020. We understand from the complaint
that Mr. called Expedia and was told the airline will only provide flight
credit. Mr. is requesting a full refund instead of flight credit.I have now
confirmed that in this case the airline will only provide flight credit for the
amount the customer paid for each ticket. Although the insurance was added it does
not cover the mentioned reason. Mr. may check the Terms and Condition’s
directly with the insurance company regarding the covered reasons.At this
time Mr. still has a flight credit for each of the two tickets he
purchased. We remind Mr. once again that Expedia nor *** will
provide a refund. We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Daniel
***Customer Correspondence Team
Expedia advertised flights to st croix that stopped in San Juan and we purchased them. *** told us that Expedia never should have been able to sell us those flights and this is false advertising. We are now out $1000 because of having to book a separate more expensive flight and want to be reimbursed accordingly. I am still currently on hold and it has been over 3 hours without speaking to someone. The customer service is a nightmare to get a hold of on email phone chat twitter and Facebook. It is absolutely impossible to get a hold of someone and the fact that they are advertising fake flights for their own personal gain is just absurd.
Expedia.com Response
• Jul 22, 2020
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a travel
credit. We understand the Ms. would
like a travel credit for $1000.00.
Our records also indicate on June 8, 2020, Ms. or an authorized user of the Expedia account,
self-booked two one way flights with *** Airlines departing on June 11, 2020,
from New York, NY to ***, U.S. Virgin Islands and returning on June 16, 2020 from ***,
U.S. Virgin Islands to New York, NY via ***.After further review on July 22, 2020, Expedia
confirmed there were no notes documented on the Expedia account regarding the
customer complaint or problem. Expedia
verified the *** Airlines record; the outbound flight shows as being used. Expedia contacted *** Airlines to confirm
the return flight. *** Airline advised
the return tickets were showing they were successfully flown on. Since the flights were valid and show as
flown, *** Airlines suggested the customer go to *** and file a
complaint with their Customer Relations Department. They will investigate and have the customer
send in the receipts for charge she is claiming.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Tantillo
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have 2 separate travel bookings through Expedia. And due to Covid-19, Airlines cancelled the bookings. But Expedia refuses to give us refund. Infact they have outrightly lied about the bookings.
Booking 1:
Travel dates Jun 22, 2020 - Aug 23, 2020
June 22 - Nassau - Miami - London - Delhi
Aug 23 - Delhi - London - Miami - Nassau
Itinerary # *** Confirmation *** (***)
Confirmation *** (*** Airways)
*** will not open airlines till July 1. And India will not open till July also. So *** Airways supposedly cancelled our flights. But Expedia never informed us about the same. It was on my calling Expedia that they confirmed that *** Airways cancelled the London to Delhi leg. Also *** Air cannot operate the Nassau to Miami leg. So given this situation,we asked Expedia to cancel our booking. But to my horror, Expedia representative suggested that since Miami to London flights still run they cannot cancel. Are you kidding me? Really? I booked the ticket so that I could fly with my family from Nassau to Delhi. Since any part of the trip cannot be completed, the booking needs to be cancelled.
I requested Expedia to give me full refund but they have not responded to refund our money back. In fact we called but both *** Airways and *** Air and both said they would have refunded our tickets if we booked through them directly.
I made a very big mistake booking through Expedia. I have been using them for over 15 years now. But never again. They are robbers. I will not let them of the hook. I am going to explore reporting them to the Department of Transportation and also look to file litigation. Can some send me contacts of good lawyers in Miami and NY who could handle this case? Also do you have email contacts at DoT?
Booking 2:
Itinerary # ***
Check-in Wed, Apr 15
Check-out Sun, Apr 19
Itinerary # ***
Confirmation *** (***)
Thu, Apr 9 - Mon, Apr 20
Again, thus trip was cancelled as *** and US and *** and Canada airports shut down due to the heights of the Covid 19 during this time. We had no way to go even if we wanted to. But Expedia, did not give us refund back either on *** ticket nor on Hotel reservation. In fact we called the hotel and they said they would refund the money back to us. I received an email from Expedia saying that they contacted the hotel and the hotel refuses to give refund back. I reached out to the hotel again, and they confirmed (from a senior officer at fairmont) that Expedia never reached out to them and they will be happy to refund the money. So Expedia is outrightly LYING. I have email proofs of the same. They are playing with ***s citizen's hard earned money. Everyone else has been very gracious is resolving and refunding our travel plans. But not Expedia.
They are crooks. I reached out to their CEO and customer service seniors and even their Board of Directors. But not one of them cared to reply.
Can some one please advise how I can take Expedia to a public litigation? They need to be held accountable and brought to the notice of White House for the kind of business practice they have amidst a pandemic. I am sure they have taken money from the Treasury, Fed and White House but will not help customers out.
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a multiple reservations.Our records show on January 4, 2020 Mr. an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Miami, FL USA to Nassau, *** departing on August 23, 2020, for a total of $11,436.00.Our records indicate on February 17, 2020, Mr. an authorized Expedia account user self-booked a hotel stay on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, AB for a check in on April 15, 2020, and a check out on April 19, 2020, for a total of $1613.60. Our records show on February 16, 2020, Mr. an authorized Expedia account user self-booked a flight reservation with Expedia’s under itinerary ***. Travel was with *** and *** Airlines, traveling from Nassau, *** to Calgary, AB departing on April 9, 2020 and returning on April 20, 2020, for a total of $2101.08.On June 10, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. The flight was deemed eligible for a full refund per *** Airways policy. Therefore, Expedia processed $11,408, back to the customers original form of payment. Based on the merchant of record *** Airways (the institution that charged the customer’s credit card). It could take up to 8 weeks depending upon Mr. financial institution for the refund to post.On May 30, 2020, Mr. contacted Expedia to request a full refund for the Hotel reservation under ***. The hotel did not have a policy in place to override their (non-refundable) rules. Therefore, we discussed Mr. decision in canceling his hotel stay and the acceptance of the hotel voucher listed below:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($1613.60) represents the total amount of your cancelled lodging booking you previously made on Expedia.Here are a few things to know:- You need to use the coupon and start your stay within 12 months of the date it was issued.- The coupon must be used towards booking a stay at ***.- If you don’t use the total amount of your coupon in one transaction, don’t worry, you’ll still be able to use the remaining amount on your next booking at the same property.- When you’re ready to use your coupon, simply sign in to your Expedia account when checking out and select the coupon from your account when you pay.Please review other terms and conditions specific to this coupon.We know COVID-19 has had widespread impacts on the lives of people worldwide and that travel has taken a backseat as we all work to stay healthy and safe. We’re hopeful that when the time is right, you’ll be able to take the trip you had planned.Sincerely,The Expedia Travel TeamBetween May 30, 2020 to June 8, 2020, under itinerary ***, Expedia obtained the hotel’s authorization to submit a refund back to Mr. original form of payment. However, Mr. accepted the Hotel Voucher back on May 23, 2020. Which halted a refund, due to the Voucher being issued, therefore, a request for a voucher deactivation was required. At Expedia, we do follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their procedures. Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. Upon review, on July 24, 2020, due to Mr. Expedia account history related to the itinerary ***. The voucher valued at $1,613.60, was deactivated and a full refund was processed back to the customers original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. The (COVID-19) flexibility policies for itinerary ***, are publicly visible on both Airlines websites strictly stating ***’s penalty fees will be waived until, December 31, 2021. However, the flex policy for *** penalty fees will be waived until, February 15, 2020. In addition, *** and *** Airlines are the merchants of record (the companies that charged Mr. credit card). Furthermore, Mr. cancelled/accepted two Future Travel Credits of $1,218.95, for *** and $870.90, for *** Airlines.
See the exact cancellation policies, that were provided to Mr. prior to him agreeing to book the flight reservation:***’s cancellation policy : Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundableMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 24, 2020, Expedia contacted both *** and *** Airlines to request a full refund on behalf of Mr. Manwatkar. Regrettably, based on the Airlines cancellation policies a refund from either Airline was declined and only future travel credits was offered. Due to the information provided above Expedia is unable to issue a refund on itinerary ***. When Mr. following the flex policies and is ready to use his airfare credits he may contact Expedia at (877) 227-7481.Sincerely,Melanie ***Corporate Correspondence Team
I purchased a flight protection plan when I booked my flights on Expedia in March, knowing they might be canceled. I have gotten word from Expedia that the flights were canceled, so I contacted the airlines to inquire and was given a credit for rebooking the flight in the future. Expedia keeps emailing me telling me they are working on a refund, which I don't want at this point (since I am planning to rebook the flight using the credit). I also want to talk to them about getting my money back for the Flight Protection plan (which I was told I had to do from the Insurance company), which I think should be refunded or credited towards my next flight, since the flights were canceled and couldn't be rebooked at this time. But I have been trying for 5 days now to contact them to discuss this and either get put on hold (if I call) for over 2 hours, in one case, or if I try the online chat it keeps telling me it's busy and to try later. I finally seemed to get through on the chat only to have my call dropped when I literally didn't respond to a Q in less than 5 seconds, and then when I tried again it kept changing my wait times from 8 minutes, to 24, to 28 before dropping me altogether. This is unreasonable and infuriating, especially if the time for me to do something with this policy is limited
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a full refund for the Flight Protection Plan.
Our records indicate on March 15, 2020, Ms. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on July 2, 2020 from Calgary,
AB, Canada to Pensacola, FL and returning on July 14, 2020 along with the Flight Protection Plan via ***.We can confirm on June 6, 2020, the customer
cancelled the flight reservation via an online electronic cancellation
form. *** Airline record shows the
ticket is being processed for $654.06 to VISA card ending ***. Expedia emailed the email address on file
advising a refund of $654.06 was being issued to the original form of payment.
After further
review on July 24, 2020, Expedia was able to verify there are
no notes or documentation on the Expedia account in regard to the cancelled
reservation. Expedia confirms the United
Airline record was cancelled by the customer via online electronic cancellation
form. Expedia confirms the refund was issued
to the original form of payment and we sent an email advising the refund had
been issued. The Flight Protection Plan could
not be cancelled after being on the account for 10 days. The Flight Protection
Plan is handled through Travelguard/AIG; the customer would have needed to
cancel prior to it being on the reservation for 10 days or would have needed to
file a claim with the provider. The
insurance is not refundable after its been on the account for 10 days. Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
I am not disputing that I was able to cancel the reservation and was refunded my ticket price. What I was unhappy about was that I had to do that myself, with the airline, as they noted, because I tried for days (5 days in a row, to be exact) to contact Expedia to find out about the ticket and getting it canceled and also to see if I could use or get money back on the insurance, but I was unable to get through, either by phone or on their chat-bot. I understand the terms of the contract for the insurance not being able to be canceled since 15 days had passed, but I felt that should have been made more explicit when I bought the insurance, or waived due to the circumstances, especially since the trip was canceled through no fault of my own, and well past the time I could have used or canceled the insurance (I was partly trying to contact Expedia to find out what should happen with the ticket and insurance, but since I couldn't reach them, I kept waiting (as their recorded message kept telling me to do) until closer to my flight dates, to be sure the flight actually would be canceled)...hence I had no recourse with the insurance at all. I actually called the insurance company when it became clear to me I probably wasn't going to be able to fly, to see about canceling my policy, but they said I had to go through Expedia, which as I've said before was impossible at that time. I think that Expedia should refund me the insurance cost due to my not being able to reach them in a timely manner, and out of "goodwill", since I have used this site for many years as a loyal customer, but rest assured I no longer will.
Sincerely
This company will not issue my partial refund after the flights are cancelled. They automatically issued a credit without confirming with me. They hung up on me 4 times and they’ve been giving me the run around for four hours now. Worst customer service I’ve ever experienced.
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a full
refund for $219.05.
Our records indicate on February 19, 2020, Ms. or an authorized
user of the Expedia account, self-booked two combined one way flights the
departure was on *** Airlines departing April
30, 2020 from Washington, DC, United States to Nassau, Bahamas and returning on *** Airline on May 3, 2020 along with the Flight Protection Plan via ***.We can confirm on June 9, 2020, the
customer cancelled the flight reservation via an online electronic cancellation
form and wants a refund instead of the airline
credit. Our representative advised the
customer of the airline policy and advised since she has protection, she could
file a claim with Travelguard and the claim would be subject to approval . The customer was given the number to contact
Travelguard and she requested a Supervisor. The Supervisor called the customer ack and the customer could not hear
her, she returned the call and the call went unanswered. The customer called back to check if the refund option was available since she is was not
ok with the credit option. Our
representative advised the six hour schedule change with *** made the *** flight eligible for a refund. The
*** Airlines flight was suspended and the representative suggested that
the customer contact *** Airlines directly.
On July 25, 2020, Expedia confirmed the *** Airline record is showing in refund status
as of June 9, 2020. *** Airline will
process the refund ($183.50) to the original card charged. The *** Airlines record is in a
suspended status. Expedia contacted *** Airline’s and they advised Expedia
needs to call their Electronic Support Desk on Monday July 27, 2020.
After further review on July 27, 2020, Expedia contacted
*** Airlines and they advised they received a chargeback for the ticket
and says funds have gone back to the financial institution. *** Airlines advised if the customer
wants another reservation, they will need to create a new reservation, they
will not authorize a refund due to the chargeback.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
11/20/2019 purchased trip to Edinburgh, Scotland through Expedia. Purchase included *** provided Travel Protection Plan insurance. In March 2020 governments of the world cancelled international travel due to COVID19. Contacted Expedia seeking refund due to flight cancellation, making the balance of the trip purchased unusable. Expedia very efficiently worked with the Partners involved in the itinerary seeking and receiving refund of all elements of the itinerary with the exception of the Travel Protection Plan. They initially directed me to *** Travel Guard to seek a refund for the Travel Protection Plan, which I did on 4/27/20 for travel which was to commence on 4/30/20 before flight cancellation leading to entire itinerary cancellation. *** responded back on 5/27/20 directing me back Expedia to request refund. Expedia has repeatedly refused to refund claiming 15 day from purchase refund request requirement. Their was no exercise of the policy, no insurance risk to Expedia, no insurance risk to ***. This represents an abuse of a very unfortunate world event, and abuse of persons in a very economically difficult time. Not a wise decision by either *** or Expedia, and certainly one that has the potential to lead to a class action lawsuit if not proactively addressed.
July 25, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would like a refund for the Flight Protection
Plan.
Our records indicate on November 20, 2019, Mr. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on April 30, 2020
from Atlanta, GA, USA to Edinburgh, Scotland, UK and returning on May 13, 2020,
with a three night stay at ***, 12 day car rental with ***, along with the Flight Protection Plan via ***.We can confirm on March 24, 2020, Expedia cancelled the rental car and issued a refund
of $489.50 to the original card charged.On April 20,
2020, the customer called and was requesting a refund since he received an
email from Expedia about the flights being cancelled. He is not interested in a credit and no other
alternate flights are acceptable.Expedia
contacted the hotel on April 27, 2020, the hotel authorized
Expedia to issue a refund for the three night reservation. A refund for $435.37
was issued to the original card that was charged.On May 17, 2020, the customer called and stated he received a refund for the car, the flight
and the hotel but he wanted a refund for the protection. Our representative advised the protection has
to be cancelled within 15 days after purchase in order to receive a
refund. After further
review on July 25, 2020, Expedia confirms the refunds were issued
as the customer advised he had received them. The Flight Protection Plan is non-refundable, it was added to the reservation
when the reservation was created on November 20, 2019. The Flight Protection Plan needed to be
cancelled before the 15 days period expired in order to receive a refund.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I view their response to be completely tone deaf. Businesses that do right by their customers thrive. Those that don’t do right by their customers don’t survive. I believe it to be completely immoral and unethical to keep one cent of my hard earned dollar based upon some legal mumbo jumbo that completely ignores the circumstances of COVID19. At a minimum, Expedia has lost a customer. More likely, I will be one of many handing this over to lawyers in pursuit of a Class Action lawsuit. Either way Expedia and *** lose, only the lawyers win. Shame on you Expedia, and *** for that matter, for simply not doing the right thing under the circumstances.
Sincerely
We have been attempting to receive credit for flight restrictions during COVID epidemic. The only way to do this is by telephone however, no one answers their phones. Consumers should not have to be on hold for over 2 hours to receive service. We called 3 days in a row at various times of the day in order to speak with someone. After the 3rd day some one finally answered however we were again repeatedly put on hold for hours in attempt to redeem the airline credit and still did not receive the credit.
August 4, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to receive a flight credit and compensation for the extensive period of time trying to get the issue resolved.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Milwaukee, WI, to Billings, MT on July 7, 2020 and
returning on July 15, 2020 with added Travel Protection Cancellation Plan.
We would like to inform we verified with *** Airlines in regards to Mrs.’s request and has already been resolved on June 10, 2020. According
to ***, the tickets were reissued for a flight on July 7, 2020; going to Billings, MT. We regret to hear of the inconveniences experienced when attempting
to contact us. We have recently experienced longer than normal hold times due to the pandemic virus which impacted a large number of travelers. While we
understand that a long hold time can be frustrating, Regrettably, we cannot provide compensation as we assure you that Expedia always works hard to
answer every call and assist our customers to the best of our ability.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have booked an international flight for june 19th-June 22nd whereas the country is relaxing restrictions daily, including the dates I was scheduled to arrive. However, the airline has cancelled my flight and Expedia is unable and refusing to assist with my right to a full refund considering the AIRLINE canceled my flight, not me. I am requesting a full refund due to the airline not having available flights on those dates.
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a refund. We understand the Mr. would
like a full refund for his reservation.
Our records indicate on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked
two multiple destination flight on *** departing on June 19, 2020, from Newark,
NJ, USA to ***, Iceland and returning on June 22, 2020 from ***,
Iceland to New York, NY, USA along with a one night stay at *** Hotel
***, a two day car rental with ***, the Vacation Waiver and the Collison
Damage Plan via ***.We can confirm
on May 28, 2020, a refund was issued for the *** rental
car for $252.96 and a $33.00 for the Collision Damage Plan to card ending ***.On June 16, 2020, *** sent an email to Expedia and advised the customer is entitled to a full refund. Expedia submitted the refund information for
both tickets via the airline system. Expedia
emailed the customer on June 22, 2020, advising we had submitted a refund for the
flight reservations via the airline system and the refund should take up to
eight weeks.After further review on July 22, 2020, Expedia
verified the refund information was submitted in the airline system on June 17,
2020. Expedia contacted the Air
Fulfillment Department and they advised the refund information needed to be resubmitted,
due to the abundance of refunds being requested. Expedia resubmitted the airline refund
information in the system for each ticket in the amount of $451.85 each. The
refunds could take an additional eight weeks before being received by the
customer, on the original card that was charged. Expedia verified the hotel policy for refunds;
the hotel penalty was 100% for changes made after May 9, 2020 at the time the
reservation was created. The hotel has
noted that Expedia is not able to contact them in regard to a waiver of their
policy.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My boyfriend and I booked a trip to Hawaii (***) through Chase Travel in October 2019. He used points and there was a balance due so I used my Chase credit card for the balance of $868.02. In March 2020 Covid-19 hit and California went into shut down on March 18, 2020. Our trip was scheduled for March 20,2020 through March 28, 2020.
We cancelled our trip on March 15, 2020 (5 days before travel) via Chase Travels website and received an email confirmation. We also confirmed the updated Hotel cancellation policy stating that d/t Covid-19 "For guests with existing reservations for arrivals through Sunday, May 31, modification and cancellation fees may be waived as long as the change or cancellation is made at least 24 hours prior to arrival." They have since updated it to June 30. See website page: https:/***/ Initially on March 16, 2020 my boyfriend received all of his points returned back to his credit card and I received a partial credit card refund of $365.33 out of the $868.02.
After finally getting through to someone on the phone 3-27-2020 (*** ID #***), I filed a dispute for the remaining balance of $502.69 (Case # ***). It was then credited to my account on March 30,2020. 30 days later I received a letter from Chase Travel asking me if my dispute had been resolved. I responded "yes, I received all my money back $365.33 (3-16-20) + $502.69 (3-30-20) = $868.02. I assumed it was over since I have received all my money back and my boyfriend received all his points back. Then, on 4-28-2020 I received another charge of $502.69 on my credit card. The money was charged back to my account!!!!!
On 5-1-2020 I called again (Rosie-Supervisor), submitted more paperwork and went through the entire process again because she said I had to re-submit the entire claim. I was told I would get a letter within 30 days with a decision and the fact that I stated it was "resolved" closed the dispute. They also sent me paperwork of Expedia screen shots stating we did not cancel far enough in advance, which was not true (we cancelled 5 days in advance). On 5-20-20 I called again to follow up and spoke with Mark in the dispute department. He documented everything and re-submitted more facts proving we cancelled far enough in advance. Again stating I would receive a letter of the decision within 30 days.
June 2, 2020 I received a letter stating
1) we sent a letter dated 3-31-2020 informing you that a temporary credit was issued while we complete the dispute investigation
2) on 4-28-2020 we received documentation from you stating that the dispute was resolved. (because I received all the money back). As a result your account was re-billed and the funds were sent back to the merchant. (which merchant???? who is keeping the money Expedia, Chase, Outrigger???)
3) unfortunately, we do not have the ability to force the merchant to issue a refund once the funds have been returned.
4) After reviewing the information that we have recently received from you the results of our investigation indicate that the transaction was valid.
CLEARLY, NO ONE IS LISTENING TO ME WHEN I SPEAK TO THEM...so frustrating. I was only stating as long as I received all my money back $868.02, it was resolved.
Today, 6-9-2020, I called them once again (Teresa, supervisor in the Dispute Dept) and Calvin in the Travel Dept. Teresa said there was nothing she could do because the dispute was closed. Calvin said he spoke to the hotel and they never received the money (so Expedia is keeping the money??), and after speaking with his supervisor via chat, he could refund the money and I would see it within 30 days. Case # ***. I believe I am getting the run-around. Calvin said if I had any more problems I could call a supervisor at (888) 511-5323.
I can't believe this nightmare. I have been working on this almost 3 months and today they tried to tell me they couldn't do anything because the claim is too old. Only after pressing them and getting mad did they again move forward. I'm holding my breath until I see the money credited to my credit card but don't trust anyone at this point. Everytime I call, I get a different reason/excuse. So, therefore, am filing this complaint. Can anyone please help me?
I just want all my money back $365.33 (received 3-16-20) + $502.69 (credited, then re-billed) = $868.02 and I want it permanently refunded. Someone is keeping this money unfairly.
July 8, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a refund request.Upon further research, we are unable to locate an Expedia
account related to Ms.’s complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1) we did not book through expedia, we booked through Chase Travel. If Chase used expedia then so be it. Attached is all I have
2) We cancelled 5 days before on 3-15-2020. they refunded points to my travel partner and partial credit to my credit card ending in *** ($365.33) on 3-16-2020 proving we cancelled in enough time.
3) Hotel cancellation policy was updated after Covid-19 hit, see attachment
4) I am still due a balance of $502.69 back to my chase credit card ending in ***.
5) Chase called the Hotel and they do not have the money. Chase does not have the money. Expedia has the money and is trying to rip me off when the hotel policy changed during Covid-19
6) Travel partners email: *** My email: ***
7) I have now been through this over 5 TIMES, expedia is stalling and they keep wanting more information because they don't keep track of what was originally sent. All this information was sent to Chase travel 3 times, then again through Revdex.com 2 more times. Why doesn't someone who has the power to fix this address it instead of going back and forth...or CALL ME, IF I DON'T ANSWER, LEAVE A MESSAGE WITH YOUR EXTENSION NUMBER. Too many people and NO ONE doing the fixing.
Sincerely
July
10, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
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. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding an outstanding refund request. Upon additional review it was verified
that Ms. booked the reservation in question, itinerary ***, with Chase Ultimate
Rewards and not via Expedia.com. We have worked with our Chase team to provide
the following details on this issue. Our records indicate a refund was
processed back to the original form of payment on March 15th in the
amounts of $365.33 and 248450 points. Further review of the record shows an
outstanding balance of $502.69 was not previously refunded.
We want to extend out apologies for
the delay in processing the additional amount owed for this reservation. Please
note, Ms. was contacted on June 9th and the refund for
$502.69 was processed successfully to the card ending in ***.
Again,
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,Michelle ***Ultimate Rewards Supervisor Desk
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have received the remaining refund of $502.69 to my credit card ending in ***.
AS LONG AS THE REFUND IS NOT REVERSED IN THE FUTURE, THIS ISSUE HAS BEEN RESOLVED.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Purchased flight with cancellation insurance. Insurance wouldn't cancel, because airline was approving refunds, was instructed to go through Expedia. Expedia reps walked me through cancelling online, and assured me that card would be refunded.
Well, expedia issued a travel credit and is now using the online cancellation as justification to not refund the card. Very displeased. Spoke with a manager, who "placed me on hold" to see what could be done, but really call disconnected. No call back despite providing call back info
July 20,
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 ticket with *** Airlines on January 31, 2020,
with cancelation coverage through Travel Guard. The
Travel Guard coverage had a 10 day look period, after which it was
nonrefundable. The plan is not refundable if claims are not filed. Expedia is
not able to provide compensation in this case.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
I had a refund to receive from a hotel cancellation and I took the 115% Voucher thinking it was the best thing to do. I then had the intention to travel again in October to Paris and made a FREE reservation with the points I had and with this voucher. My plans changed and I had to cancel this reservation (***). For my surprise I saw that expedia considered then my voucher as USED when I had just made a FREE RESERVATION!!! I didn't go anywhere and it just not fair to take ALL THE MONEY FOR THE VOUCHER from a loyal gold customer like me. It´s absurd! When the voucher was offered it didn't mention clearly that it could be used just ONCE which doesn't make any sense!!!! This info is hidden!!
Complaint Reference Number: ***Dear Revdex.com,We want to offer our apologies for any frustration our guest may have experienced trying to resolve this issue.After a further review of the refund of the coupon used, we found an error causing the previous information about this to be incorrect. It is a bug that now identified was preventing returns. The coupon will restore to their account in the next ten days.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Kathryn K Consumer RelationsExpedia.com Tell us why here...
From: *** Sent: Friday, July 24, 2020 7:33 AM To: *** Subject: Re: Revdex.com Case ID# *** - Status Update
Dear Revdex.com,
I was about to respond to this complaint as I was waiting Expedia to give back my voucher which they did not do on the time frame they have mentioned. I see that my case was closed. Can you reopen it so I can send my feedback or shall I open a new complaint?
best regards
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 May 31, 2020 via the Expedia mobile app for arrival on October 16, 2020 and departure on October 20, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 12:00 AM local hotel time, Friday, October 16, 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.Our records indicate the customer cancelled the reservation on June 7, 2020. As the booking was cancelled outside the penalty window, a full refund was issued after cancellation. In addition to this, the rewards points used on the customer's reservation were returned to their account. Unfortunately, the gift card that was used to create the reservation didn't return to the customer's account. Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.The gift card used to create the booking in the amount of 358.00 USD should be returned to the customer's account within the next 30 days. 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: they said the same thing on the July 13th response and the voucher nor the refund never came back to my account...
Sincerely
I had purchased a round trip ticket on Wednesday, February 26, 2020. The total cost of $1,043.21 USD. Which did include "Flight Protection Plan" made through AIG Insurance Company. The original dates were booked for: April 29-June 30th, 2020. The flight was cancelled by Expedia due to Covid-19 Pandemic on April 6, 2020. I had tried reaching out to Expedia to claim a refund and the website and number were not available to be reached. The next step I took was to file a claim through the AIG Insurance they have not reached out to me and it's been nearly TWO MONTHS! It is hard to reach any and all companies to get a refund. I have tried waiting patiently on hold for hours at a time. I have tried to honor the massive wait calls but now has become and issue and am afraid not the get refunded and loss of all the income I had invested in this trip. I would sincerely just wish to have my money back! Thank you!
July 20,
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 ticket with *** Airlines for travel to Hamburg,
Germany on April 29, 2020, with a return on July 30, 2020, and flight coverage
with Travel Guard.The
flight was nonrefundable at the time of purchase; and, the fare rules state that
refund is not allowed even for medical reasons. An exchange of the ticket was
only permitted if made prior to the departure of the scheduled flight. The flight
coverage was nonrefundable after the 10 day look period. For inquiries on
Travel Guard coverage, the customer would need to contact them directly. Expedia
is unable to affect approval of claims filed with Travel Guard. Expedia
is unable to provide a refund of the flight or coverage under the terms and
conditions. Compensation is not available for nonrefundable items.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
Asking for a Refund from Expedia and *** Airlines
• On January 5th, 2020 I purchased three roundtrip tickets for a trip to Japan via Expedia on *** for our Nephew’s graduation (trip totaling $2761.53). The dates of travel were June 17th through June 27th.
• The Pandemic crisis traveled the world since then and many airlines have systematically cancelled routes starting in March.
• Holding out hope, I believed that there was still a chance of travelling in June and Expedia asked that they not be contacted until the month of travel about any changes.
• In early May, Expedia indicated that we could cancel our trip at anytime for credit up to 24 hours before our scheduled flight. We did not cancel and did not want a credit; however, we did notice that the original flights we had booked seemed to be no longer available from *** but rather flights that took as much three days to complete. Expedia did not disclose this information to us.
• On May 23rd Expedia indicated that our flight on *** had been cancelled, and that we would automatically be issued a credit. Expedia claims their policy is in accordance with the airline and we would be contacted shortly.
• Also, Expedia’s one follow up e-mail indicated that the airline may have cancelled or we may have cancelled which is a deceitful practice to indicate that we cancelled—WE DID NOT.
• As of June 5th we had not been contacted by Expedia about our options, and we do not know what this credit even covers; furthermore, we don’t want a credit, voucher or miles which seems to be ***’s current policy—we looked that up for ourselves. WE WOULD LIKE A REFUND FOR $2761.53.
• Furthermore, *** is an airline that is operating under the jurisdiction of the United States Department of Transportation (US DOT) since this International Flight originates in Seattle, Washington, USA, and the DOT indicated that full refunds should be issued for flights that are canceled by the airlines despite the COVID-19 crisis.
• Without being contacted on what this credit entailed, I engaged with “Chat” help with Expedia on June 5th. I was told that their policy is the airlines policy and that I would be issued a credit again—they have never disclosed even how to us this credit. Instead, when I indicated I was unhappy with the credit and wanted a refund, they offered to give me a partial refund minus $372.00 per ticket (my speculation is that this pure profit taking by Expedia, and that they would be able to possibly re-sell the *** credit or voucher if I agreed to this?)
• Expedia is choosing how to use the airline policy to their advantage and not advocating for the customers who fall under the jurisdiction of the US DOT (laws should supersede airline policy as Expedia is an American based business).
July 20,
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 three tickets with *** for travel starting on June
17, 2020 to Tokyo, Japan, and returning from Osaka, Japan on June 27, 2020.The
airline had a flex policy in place for customers canceling flights. It was
noted in the record that credit could be provided for cancelation, although the
flights were nonrefundable and with no changes allowed. However, the international
flight segments had been canceled by the airline, with no alternative flights
to provide. In this case a refund would be provided. We regret any inconvenience
and have begun the refund process. The time frame varies based on the
processing time of the airline and the credit card company or bank.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
Our cruise in April, Itinerary #***, was cancelled due to COVID-19, this resulted in the flight being cancelled. When we booked through Expedia, the flight to Tampa was on one airline and the flight home was on another resulting in two credits. We were told that we could reschedule using the credits by contacting them by phone only. I have attempted to reach them a total of 7 times in the past week to schedule out new flights for our rebooked vacation. We cannot wait until 72 hours prior, as your phone message instructs, as we need specific times of flights in order to match the cruise times.
When calling, following the menu, I selected the option to book a flight using airline credits. The first 6 calls resulted in hold times of over 2 hours with no one responding, 4 of those 6 calls were dropped by Expedia. The 7th call today someone responded after 1 hour and 24 minutes on hold. I was told that I had reached the wrong department to use airline credits and that I would need to be transferred and to please hold. The hold time resumed and one hour later, the call was dropped by Expedia. I have spent a minimum of 14.5 hours on hold with Expedia in the past week attempting to book our flights only to have calls dropped or have hold times so long that I can no longer hold.
July 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 Ms. *** (Revdex.com case number ***) would like for someone to call her from the correct
department to help with exchanging her tickets, since she has had a negative
experience with the telephone system.
Our records indicate on January 3, 2020, Ms. or an authorized user of the
Expedia account, self-booked two one way flights , the departure flight was on *** Airlines, departing on October 20, 2020 from Green
Bay, WI to Miami, FL, returning on *** Airlines on October 24, 2020 via ***. We can confirm on June 8, 2020, the
customer called in and requested to use her future travel credit. No other
noted were documented on the Expedia account at this time.On June 22,
2020, the customer called in and requested to apply the travel credit
on *** Airline flight from GRB to MIA on October 17, 2020 and ***
Airlines flight on October 24, 2020 from MIA to GRB. Our representative confirmed the flights and the reissue
was completed.After further review on July
21, 2020, Expedia confirmed the *** Airlines record was reissued on June 24,
2020, *** Airlines flight 4872, GRB-MSP departing at *** arriving *** and connecting
with *** Airlines flight ***, MSP-MIA departing at *** arriving at ***. The return fight is confirmed for ***
Airlines flight 145, MIA-ORD departing at 1215 arriving 1439 and connecting
with *** Airlines flight ***, ORD-GRB
departing at *** arriving at ***. The customer can contact the airlines our verify
the flights on the airline’s website. Any question the customer can contacted our
Customer Service Department at 877-227-7481 for assistancePlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines and *** Airlines were the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had to cancel and rebook a trip on Expedia.com to Cartagena, Colombia. Expedia gave me the option of having the refund sent directly to me or have a voucher/coupon to use for the rebooking. Since they claimed the coupon could be sent immediately, I chose that option since I wanted to rebook as soon as possible. I rebooked for August 19 - 22. On May 20th, the Colombian government cancelled all international flights into the country effective immediately until August 31st. I called Expedia to see if I could rebook my stay for another time but was informed since I used a coupon I would lose the value of the coupon since it is a one time use coupon. I informed them that I had no physical way of entering the country until September 1 but was informed that since the property was still open, I would lose the value of the coupon.
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 can confirm the customer booked a reservation at *** for arrival on August 19, 2020 and departure on August 22, 2020. The customer used the coupon that was given to them previously in lieu of a cash refund. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 6:59 PM local hotel time, Tuesday, August 18, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On June 6, 2020, our customer contacted customer care about canceling their booking due to the closing of the airport in Cartegena. Customer care advised the customer that the voucher valued a 516.00 USD would be lost with any change or cancellation, so the booking was left as is.On June 8, 2020 our customer contacted customer care about changing the stay dates and spoke to two different customer care representatives. The first representative our customer spoke to advised the same as the previous representative. Our customer care escalated the case to their supervisor. The second representative contacted the property and confirmed the airport was closed, then transferred our customer to our reservation services team.On July 9, 2020 our customer contacted our customer care Chat team and advised our customer to contact reservations services the day before arrival for assistance with changing the stay.Our records indicate the coupon was returned to the customer's account on June 12, 2020. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.After review of the customer's concerns, we were able to verify that the customer has booked a new reservation with the coupon for February of 2021. 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 purchased airfare tickets in Nov.,2019 to go to Russia from 6/15/2020 with return to the U.S. on 7/2/2020. The tickets were purchased through expedia.com, a 3rd party. The air carrier is ***. Due to covonavirus *** cancelled my flights. They notified me on 3/27/2020 of the cancellations. Expedia.com kept showing my reservations as 'active' and had me wait until 10 days before the travel date before even discussing any options or the refund. Now, it's 1 week to my original travel date and the airline has confirmed that they cannot fulfill their obligation and the flight is cancelled and I am eligible for a full refund from the party I purchased the ticket through, i.e. Expedia. When I call Expedia they say that a) I should be getting a refund from ***. and, b) that I'll be getting reimbursed by the air carrier, i.e. ***. Expedia won't get on a 3 way call with *** and won't give an indident ticket to this issue and is very vague as to when the refund will be and from whom.
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. would like a full refund for the
cancelled flights.
Our records indicate on November 12, 2019, Mr. an authorized user of the Expedia account, self-booked three round
trip flights, the departure flight was on ***,
departing on June 15, 2020, from Cincinnati, OH to Moscow, Russia, returning on July 2, 2020 via
***. We can confirm on June 6, 2020, the
customer communicated with our social media team and requested a refund. Our representative advised the tickets were nonrefundable and a future travel credit was
applicable. Expedia emailed the airline
and they replied on June 11, 2020, advising the refund was authorized.On June 10, 2020, the
customer called in to claim an involuntary cancellation and request a full
refund. On July 8, 2020, *** emailed Expedia
advising, “the flight coupons of these tickets are suspended
due to the fact the customers initiated a dispute of the charge with their
Credit Card company. Until the chargeback case is resolved, the coupons will
remain suspended. Neither you nor we can take any actions at the moment.”After further review on July 22, 2020, Expedia confirmed the *** tickets are
suspended. *** advised the customer
filed a dispute and the status of the tickets cannot be changed until the
dispute is resolved by the customer.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the 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 F Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
The company's position statement is not truthful and does not represent the actual course of events.
It appears that the company simply cut and pasted some generic language from another email. For instance in their response they are referring to me as some Ms.. My name is not Ms..
I trusted that Expedia would do the right and ethical thing and refund me, as required by Federal law, CFR 14 part 259 et al. This applies to the carriers and includes third party providers, such as Expedia.
I had to resort to the route of appealing the transaction with my credit card company because Expedia was not providing me with ANY sort of solution or any substantive expectations. For that matter, if they end up somehow not fulfilling their obligation, I'll have to file a complaint with US DOT/ FAA.
Up until the last days of the scheduled trip Expedia kept telling me that my flight was showing in their system as 'active', while they knew full well it was cancelled in in March. I received cancellation notices from *** on 3/27/2020, and kept checking my status with the Expedia itinerary seeing if they'll show some sort of an update. Instead, their website kept telling me to wait until 10 to 7 days before the trip.
I obliged, and 10 days before the trip I started to call Expedia, had to wait for hours while on hold (not an exaggeration) and the agents would tell me that a) my flight was 'active' in their system and they needed to confirm that it was cancelled (call on 6/6/20, reference ***); b) that Expedia was not liable for any of the issues but that the airline should process the refund (reference ***, call from 6/9/20).
Expedia never offered me a refund, not even a credit for the 2,992.47 that I paid them. Nothing. Just pointing the finger at *** as the cultprit in the situation. Well, the money was paid to Expedia and they collected it for the services they did not provide and now that they cannot honor their contractual obligations, they need to return the moneys they collected.
I have taken notes of every call made and have copies of all the emails that have been exchanged throughout this process.
Sincerely
My trip was canceled due to Covid-19 I talked to several people at expedia and was told that I was to be issued a refund but then get ran around in circles and still have not get my refund. Under the Pandimic laws they have to issue a refund. My reservation number is ***.
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. would like a $767.90 refund for the
cancelled flights.
Our records indicate on January 18, 2020, Mr. or
an authorized user of the Expedia account, self-booked two round trip flights on
*** Airline, departing on May 5, 2020, from Los Angeles, CA to Punta Cana, Dominican Republic, returning on May
13, 2020 via ***. We can confirm on April 10, 2020, the customer cancelled the flight reservation
via electronic web form. The
cancellation was followed up with a cancellation sent to the email address on
file. The cancellation email advised a
flight credit.After further review on July
22, 2020, Expedia confirmed the *** Airline record is cancelled and the
flight has a future travel credit. The
customer needs to contact our Customer Service Department at 877-227-7481 and
exchange the tickets. *** Airlie is
not charging for the exchange fee, if there is any difference in the cost of
the new fare the customer will be responsiblePlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airline was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. Rogan agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the refund request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have been trying to cancel my flight for a month. I contacted the airlines first but they told me I had to through expedia. Expedia has a "cancel" button on their website but it does not work and says it requires me to call a phone number "Online cancellation is not available for your flight. Please call us at 1-800-280-7112 to have your flight cancelled." I have called several times in the last couple of weeks and I haven't been able to get Expedia on the phone. I called three times today. The first time I was on hold for one hour and had to hang up for work. The second time I was on hold for two and a half hours and the person picked up and then immediately hung up. The third time, I was on hold for two and a half hour and then I was put in on a different type of hold (music type changed) for another 15 minutes. Then the phone went silent for 5 mins as if someone had picked up but was not talking. Then they hung up. There is no email address to contact them. Expedia is a sham and a fraud and should not be allowed to operate in this country. The border with Canada is closed and my son's camp has been cancelled, all because of Covid-19. Not only can I not take the flight but the purpose for it is gone - there should be some sort of refund for this, whether or not the ticket is non-refundable.
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com
case number ***) would like a refund. We understand the Mr. *** would like a refund for the cancelled
flights.
Our records indicate on January 13, 2020, Mr. Valat De
Cordova or an authorized user of the Expedia account, self-booked
a one way flight with *** departing on July 19, 2020, from Newark, NJ, to Montreal, QC, Canada to via ***.Our records also indicate on January 13, 2020, Mr. *** or an authorized user of the
Expedia account, self-booked a one way flight with *** departing on July
20, 2020, from Montreal, QC, Canada to Newark, NJ, via ***.We can confirm on July 9, 2020 and July 13, 2020, Expedia sent the customer an email
regarding itinerary *** which advised,
“As per ***, your ticket(s) is/are
non-refundable. However, *** is allowing you to use the value of your
ticket(s) of $158.45 per ticket, towards a new flight booking (same
carrier/airline) subject to any possible fare difference. Ticket(s) are also non-transferable. Note the ticket must be booked by ***
and the following rules apply for the new booking: Must be booked on same airline Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) The departure country must be same. Additionally, the travel must be rebooked and travelled before 13th Jan 2022.We can also confirm on July 9, 2020 and July 13, 2020, we sent the customer an email regarding itinerary *** it advised, “as per ***, your
ticket(s) is/are non-refundable. However, *** is allowing you to use the
value of your ticket(s) of $232.86 per ticket, towards a new flight booking
(same carrier/airline) subject to any possible fare difference. Ticket(s) are also non-transferable. Note the ticket must be booked by ***
and the following rules apply for the new booking: Must be booked on same airline Ticket(s) are also non-transferable (that is, the same passengers must be on
the new ticket) The departure country must be same. Additionally, the travel must be rebooked and travelled before 12th Jan 2022.
On July 13, 2020 and July 19, 2020, the *** records were
noted that the flights were cancelled due to COVID19 and based on *** policy
future travel credits were applicable, 24 months from the date of cancel.After further
review on July 22, 2020, Expedia
confirmed the *** reservation are cancelled. The customer can exchange each of the
reservations for another flight and have the future travel credit applied to
the cost of the new ticket. ***
is waiving the exchange fee, any increase in fare cost would be the customer responsibility. The customer must contact our Customer Service
Department at 877-227-7481 for assistance with exchanging the tickets.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms. *** agreed to our Terms of Use,
which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the refund request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a non-refundable rate for a hotel accommodation via Expedia in January 2020 for a trip to the Bahamas in April 2020. However, due to COVID-19, US safety regulations highly discouraged travel so the trip was canceled in March 2020, and I requested for a refund as my partner will not be able to go in the following two years due to visa issues. Expedia stated that they were unable to do so and could only extend the redemption of the booking to May 2020, which is inaccurate as I am eligible for a prompt and full refund of the booking
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 can confirm our customer made a reservation to stay at *** for March 28 – April 1, 2020 a non-refundable change or cancel policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund of 1,420.87 USD to the method of payment used when booking and restored 2333 Expedia rewards points. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
We had booked flights with *** air line and *** via Expedia .com .The Dated of the flights were May 26th to June 9th with itinerary number of ***(*** Airline), and ***(***). As the glob Covid19 pandemic, both flights were cancelled by airline companies. We have tried to contacted the Expedia.com several times to get the refund. Needless to say how difficult to get a representative to discuss the issue, as of today we havent received any letter or refunds yet. For the two flights it cost us total of $1186.16. In this specialtime we need the funds for daily life. It isn't acceptable for a company holds sunch amount of funds and ignor customers needs. Therefore, I am writing to request a refund of $1186.16 to my credit card. We will not accepte a credit as they said to us.
July 23, 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 two flight reservations.
On this response we will address itinerary ***. Our records show on November 9, 2019, Ms. self-booked the itinerary online. Ms. contacted Expedia by phone on May 26, 2020. At that time Ms. was informed both tickets on itinerary *** would be refunded directly by the airline within 8 weeks.
Upon researching the customer’s complaint, we were able to confirm that a refund was approved by the airline. The refund has already been credited to Ms. form of payment. We have not been contacted regarding itinerary ***. If Ms. requires a refund for itinerary *** we ask that the contacts Expedia for immediate service.
Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules regarding a refund.
We do regret any inconvenience Ms. has encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Customer Correspondence Team
1-800-397-3342
Me and my wife had planned to go to Japan . We booked through Expedia and choose the *** flight because it was one of the only flights not touching Mainland China.
Shortly after we booked our flight to Japan , Canada and the United states had decided to close its boarders due to COVID 19. until April 30th at the time. *** had updated its travel advisory on its website on March 18th.confirming all flight will be cancelled.
we have tried calling several times but we could not get to expedia because of" high call volumes" and were never able to speak with a representative or able to cancel like previous flights right from the app or website because Expedia had removed our flight and that option shows bad business practices to prevent cancellations.
My trip Itinerary #*** was not cancelled by us, but by Expedia , the us government and the Canadian government. we have tried filling a claim through or bank but expedia is claiming that if we canceled the flight there was no refund to be issued. as stated before we did not cancel our trip. THEY DID.
Expedia has tried to get us to accept a travel credit that expires in February of 2021. We might never use *** again or even be able to travel by then with no vaccine insight for COVID 19.
WE DO NOT WANT A TRAVEL CREDIT . WE PAID FOR INSURANCE THAT EXPEDIA STRONGLY ENCOURAGED US TO GET . In which our policy NO. *** states that we will get a full 100 trip cost refund if trip is cancelled or interrupted.Which it was by COVID19.
Our Travel Guard Policy NO. *** stated we will receive full refund of $2,155.60 . we paid 140 for the insurance we do not want that back we would like our insurance to work and refund our funds.
WE WANT OUR REFUND ASAP.
We have a pile of documents going back and forth between our bank and Expedia and they are denying our claim to our refund.
WE PAID FOR INSURANCE STOP TRYING TO RUN OVER THE LITTLE GUY IN CRISIS
July 23,
2020Revdex.comExpedia –
Alaska, Oregon & Western WashingtonComplaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you
for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com 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 itinerary. Our
records show on February 10, 2020, Mr. self-booked a flight reservation.
The flight was booked via itinerary number ***, with a trip start
date of April 10, and returning April 18, 2020. We understand from the complaint
that Mr. called Expedia and was told the airline will only provide flight
credit. Mr. is requesting a full refund instead of flight credit.I have now
confirmed that in this case the airline will only provide flight credit for the
amount the customer paid for each ticket. Although the insurance was added it does
not cover the mentioned reason. Mr. may check the Terms and Condition’s
directly with the insurance company regarding the covered reasons.At this
time Mr. still has a flight credit for each of the two tickets he
purchased. We remind Mr. once again that Expedia nor *** will
provide a refund. We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Daniel
***Customer Correspondence Team
Expedia advertised flights to st croix that stopped in San Juan and we purchased them. *** told us that Expedia never should have been able to sell us those flights and this is false advertising. We are now out $1000 because of having to book a separate more expensive flight and want to be reimbursed accordingly. I am still currently on hold and it has been over 3 hours without speaking to someone. The customer service is a nightmare to get a hold of on email phone chat twitter and Facebook. It is absolutely impossible to get a hold of someone and the fact that they are advertising fake flights for their own personal gain is just absurd.
July 22, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a travel
credit. We understand the Ms. would
like a travel credit for $1000.00.
Our records also indicate on June 8, 2020, Ms. or an authorized user of the Expedia account,
self-booked two one way flights with *** Airlines departing on June 11, 2020,
from New York, NY to ***, U.S. Virgin Islands and returning on June 16, 2020 from ***,
U.S. Virgin Islands to New York, NY via ***.After further review on July 22, 2020, Expedia
confirmed there were no notes documented on the Expedia account regarding the
customer complaint or problem. Expedia
verified the *** Airlines record; the outbound flight shows as being used. Expedia contacted *** Airlines to confirm
the return flight. *** Airline advised
the return tickets were showing they were successfully flown on. Since the flights were valid and show as
flown, *** Airlines suggested the customer go to *** and file a
complaint with their Customer Relations Department. They will investigate and have the customer
send in the receipts for charge she is claiming.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Tantillo
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit 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