I had booked a hotel through Expedia. I recieved an email from Expedia on June 1st stating that due to Covid-19,the hotel would be closed and therefore they were canceling my booking. It also said that I would be recieving a refund to my original form of payment. 2 days later I recieve an email stating that I would be getting a hotel voucher to use for a future stay. I believe Im owed a refund because I have it in writing that they said I would get one. I've called numerous times, been on hold for numerous hours, and they are still saying that I only qualify for a voucher. I dont agree this.
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 refund for the hotel reservation.Our records indicate on March 15, 2020, Ms. or an authorized user of the Expedia account,
self-booked three combined one way flights on *** Airlines departing on Jun
11, 2020 from Sacramento, CA to Cozumel, Quintana Roo, Mexico and returning on
*** Airlines on June 18, 2020 along with a seven night stay at ***
*** - All Inclusive via ***.
After further
review on July 24, 2020, Expedia confirms a refund of $1293.52 was
issued to VISA card ending *** for the hotel reservation. 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 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.
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 25, 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 was supposed to be taking my honeymoon to Greece in June of 2020. Due to Covid, we rescheduled and received a voucher for our flight cost from ***. This was issued by Expedia on the basis that the flights had to have the same passenger names, same country of origin, and same airline. I want to use these vouchers to reschedule my new honeymoon in Hawaii in September of 2020 with *** Airlines. After speaking with Expedia, I was told that I have to use these vouchers to travel internationally. When speaking to *** directly, they informed me that I am able to use these vouchers to schedule any trip that I would like, regardless if it is international or domestic. I have $2,200 into plane tickets currently and need these vouchers to complete my booking of the trip.
Customer Response
• Jun 10, 2020
Hello,
I had a complaint filed with expedia that I sent in yererday. I chatted with them late last night and they have processed a refund in the amount of $2,200.10. I am just waiting for the money to now hit my bank account. I am satisfied with this outcome.
I have a travel voucher with expedia.com due to a cancelled flight from November 2019. It was rescheduled for March 2020 and cancelled due to Covid 19, then rescheduled for July 2020 and cancelled by the airline. In order to process these transactions it required 10+ hours on the phone with their customer service. After the last cancellation, I spent 4+hours on the phone where I was transferred to 4 different staff persons and no one could assist me. I had to eventually pay for the flight again through the airline due to the exorbitant amount of time that it takes to obtain assistance and the lack of assistance that is provided.
Expedia.com Response
• Jul 22, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased itinerary ***, which included a *** Airlines ticket
for $441.80 on Visa card ended *** on September 14, 2020. An
exchange was requested for the ticket, which was in cancel status to be used as
credit. The flights, which were for travel starting on July 9, 2020, were canceled
by the airline and couldn’t be ticketed. Our
ticketing department reached out to the customer to advise them and was only
able to leave a message. We spoke with
the customer after travel and a refund was provided on June 18, 2020 in the
amount of $471.20.We did
not locate any purchases in the same account that were completed in the amount
of $400.00, or any other tickets being exchanged. If there is another itinerary
please provide the itinerary number, passenger name, carrier and dates of
travel so that we can locate it.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• 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. The original ticket was purchased in September 2019 rather than September 2020 to clarify. According to the resolution from Expedia, that travel voucher for that amount is still available for my use along with an additional travel voucher in the amount of $200 for a hotel stay. I was also given a corporate # to use when redeeming these vouchers so as to not have to communicate directly with their call center. Based upon what has been discussed with Expedia as part of the resolution, I want to make certain that these items are in place for my future use.
Booked Travel and then cancelled due to fears over Covid 19 and only received a partial refund even though I had Travel insurance
Travel Dates 3/20/2020 to 3/27/2020 RDU to BOG R/T Package icluded Hotel. Air Portion returned. Hotel was not even though I called Hotel and they advised they did not charge Expedia. Very unfair
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
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.
I've spent countless hours spent on hold, waiting to correct mistakes they've made, and to follow-up on all the balls they've dropped. Support is horrendously slow and ultimately very limited. I'm ending my business relationship with Expedia. I strongly advise you to do the same.
I am so severely disappointed with Expedia - by far the worst experience in my life with a company. It is a customer service NIGHTMARE. They are like a bank, holding on to money and not giving out refunds. There is NO WAY to contact a customer service agent on the phone. There are so many considerations given by the airlines and hotels in this pandemic and Expedia is the middle man, holding on to refunds even though they are illegally doing so when it comes to cancelled flights! That is against the agreements they have with international carriers.
There are two Covid-related issues:
(1) My *** flight was cancelled so I called *** who said they would be happy to send me a refund but since I paid with Expedia they would need to give my refund. There is no way to ask for this refund and when I go on my Expedia page, it still shows that the flight is taking place. This shows that there is not even real time updates with the aircraft carriers about my flight.
(2) I booked a hotel in Italy who said they would happily give the refund and would approve it, but there is NO WAY to contact Expedia about this special instance so they can get the approval. The hotel said their hands are tied since Expedia is the one that is holding the money. The hotel would love to open up the room for their domestic travelers and I would love to get my refund. But again, Expedia is holding it all hostage.
In this time of crisis, Expedia needs to do a better job at dealing with "exceptions of the rule" -- the hotels and aircraft carriers are all happy to provide refunds immediately but Expedia for some reason wants to hold on to all that money until "ten days within travel" - denying travelers of essential funds for no reason at all. Also the bookings remain booked, when they could be opened up for domestic travelers in those countries.
It seems all shady business practices to say the least.
I am preparing an Op-Ed to send out to several travel related magazines and newspapers about my horrible experience with Expedia. It is by far the worst trauma I have dealt with during this pandemic.
Expedia.com Response
• Jul 12, 2020
July 11,
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 14440241 from Patrice Friebel.The
customer purchased three one way tickets with *** Airlines for travel from
Corfu, Greece, to Ibiza, Spain on July 29, 2020 via itinerary ***. The
tickets were refunded in full on July 3, 2020.The
customer purchased one night with the for check in on July 15, 2020. The
purchase was completed with a combination of points and US Dollars. The hotel
was canceled and refunded in full on July 3, 2020 in the same values of points
and dollars.The
refund time frame varies based on the processing time of the airline and credit
card(s). Points are available immediately. 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
Concerning Hotel Reservations in Mexico City on June 19. Both reservations were confirmed and cancelled with 1 hour of the confirmation. The company has put an actual charge on my credit card which I have already paid. When I call, they refuse to
refund the charges stating company policy gives them 30 days for refund. This is ridiculous.
Itinerary # *** Itinerary # *** These below are "copy and paste" from my credit card. Expedia took these from authorization to actual charges even though they were cancelled immediately.
EXPEDIA *** Jun 2nd, 2020
$189.03
EXPEDIA *** Jun 1st, 2020
$62.59
Expedia.com Response
• Jul 20, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made two reservations via Expedia's website.
The first reservation at Hotel *** was created on June 02, 2020 for check-in June 19, 2020 and check out June 22, 2020.
The second reservation for Hotel *** was created on June 01, 2020 for check-in June 19 and check out June 21.
The reservations were both refundable bookings and canceled outside of penalty for a full refund on June 2, 2020. Customer care was contacted June 8, 2020 to check the status of the refund and the customer was advised that the refunds can take up to 30 days to complete.
Conclusion:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
We deeply appreciate our customer's patience and understanding during this time.
Normal refund timelines are between 7-10 business days although banks can take longer. We are happy to see the refunds were completed on June 12, 2020 and have been accepted by the customer's bank.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Hotel Cancel - Itin: *** - Case ID : [REQ:***
False advertising....Expedia.com lists *** in South Beach, Miami FL as a hotel location. Upon arriving I was told that this location is no longer a hotel but rooms owned by a single proprieter, like an AirBnb. I would not have rented had it been advertised as such. Prior to arriving the listing states if coming in after 11pm call ahead for late check in. I made several calls, before my reservation date, leaving messages, never a return call. I then sent written messages from Expedia's website, again with no response. I Google searched the hotel name which linked to a group. I called their phone number, they provided a front desk number to ***. Reservations were for Mar 2-5 of 2020. Our flight landed late and we got to the hotel after midnight on the 3rd. It was then we were told of the change in ownership. We called Expedia the same night with this complaint. Spoke to an Expedia rep named Chrisopher. He called the phone number on Expedia's listing for The *** but no answer. I had to give him the front desk number I searched out. He called and was told about the ownership change. He apologized to me stating Expedia had not been notified of the change and we could search for new acccomodations. The rep said he would have management work my request for refund and I should hear within 24 hours. I did not get a response until the 4th saying they were reviewing. Several emails back and forth with Expedia, I continued to get the same stock answer quoting hotel policy and no refund. Again, if advertised as an Airbnb I would not have booked. No policy posted from the owner of the room so no way to review and agree to their policies prior to booking. In addition, the property is not well kept, broken furniture, urine in the stairwell, damaged key scan system in the elevator and more. We did not stay in the room and had to pay additional fees to locate new accomodations.
Expedia.com Response
• Jul 20, 2020
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the ***, via Expedia's mobile site, for check-in March 2 and check out March 5, 2020. The cancellation and change policy agreed to at the time of booking states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Customer care was contacted on March 02, 2020 to request a late check-in after 12 am in the morning. We were unable to find record of any other requests at that time. On March 04, 2020 the customer requested to obtain a full refund of the reservation from the property. It is important to note that Expedia is a third party intermediary assisting guests with finding different vacation needs. As a third-party intermediary, *** does not have any fees or cancellation policies; however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund.The customer contacted our agents to obtain a refund, unfortunately since the property had billed in full and we were unable to obtain permission to issue any credits the refund could not be issued at that time.
Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.We do list all hotels in good faith and I'm sorry to hear that in this case, the hotel didn't meet the customer's expectations. All photos and hotel descriptions are listed at the property's discretion. To help set a better expectation of the property being booked, we recommend reading reviews available online prior to completing the reservation. This may help alleviate any possible surprises or frustrations upon arrival. Regrettably, as the property has billed in full, we are unable to offer a refund for the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,
We had reservations (soccer tournament) for March 20,2020 through March 22, 2020 "Itinerary #***". It clearly stated when we booked this room that there were no refunds for cancellations. I understand that. However, COVID-19, came and changed our lives. We did not cancel. Everything was cancelled. Any type of gatherings, hotels, restaurants, malls, etc. When this happened, I contacted the Hotel to obtain a possible credit for future if not a refund, they advised that I go through Expedia, since we booked through them. It was impossible to get through to Expedia for the rest of March and April, until I finally got through to speak to someone on April 23, 2020. The lady I spoke to stated that they have been very busy due to all of this but that she would start paperwork to get us a refund, but it would take about 3-4 weeks. On June 6, I called Expedia to follow up on my claim, and was told that they would have to get back to me via email. I did receive the email, but now it stated that I would not receive a refund nor credit after all, based on their policy. Once again, I contacted Expedia, spoke to a manager Jacqueline, who stated that she would not be able to further help me and there was nothing she could do for me. I asked to speak to someone else because this was not my fault or me trying to cancel, she left me on hold for 30 minutes, came back on to tell me that they are very busy and there is no one else to help me.
Expedia.com Response
• Jul 13, 2020
Dear
Revdex.com, It has been my pleasure to assist with Case # ***. Our
findings and resolution to the case are listed below. Findings:We can confirm the customer secured a reservation on February
03,2020 for *** Palmdale, via Hotels.com Mobile App, for arrival on
March 20,2020 and departure on March 22,2020. At the time of booking, the
customer agreed to the following cancellation policy: The room type and rate selected are
non-refundable. Should you change or cancel this reservation for any reason,
your payment will not be refunded.The customer was in contact with customer care between April
24, 2020 and June 08,2020 regarding a penalty waiver for their reservation. Our
customer care team made several attempts to obtain a penalty waiver from the
property without success. Since customer care was unable to obtain approval for a
refund from the hotel, they advised the customer that we would not be able to
offer a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. While we empathize with the customer’s situation, we were
unable to obtain approval for a refund from the hotel. As such, we can’t issue
a refund for their booking. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because: *** is a contracted provider of Expedia and they should be able to resolve this issue as a better business practice knowing that we understand the cancellation policy however we are in a Pandemic and we did not voluntarily cancel our reservation. We will be forwarding a Revdex.com Claim towards *** as well. Thank you for your time!
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
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
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
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
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
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 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.
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
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 booked a hotel through Expedia. I recieved an email from Expedia on June 1st stating that due to Covid-19,the hotel would be closed and therefore they were canceling my booking. It also said that I would be recieving a refund to my original form of payment. 2 days later I recieve an email stating that I would be getting a hotel voucher to use for a future stay. I believe Im owed a refund because I have it in writing that they said I would get one. I've called numerous times, been on hold for numerous hours, and they are still saying that I only qualify for a voucher. I dont agree this.
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 refund for the hotel reservation.Our records indicate on March 15, 2020, Ms. or an authorized user of the Expedia account,
self-booked three combined one way flights on *** Airlines departing on Jun
11, 2020 from Sacramento, CA to Cozumel, Quintana Roo, Mexico and returning on
*** Airlines on June 18, 2020 along with a seven night stay at ***
*** - All Inclusive via ***.
After further
review on July 24, 2020, Expedia confirms a refund of $1293.52 was
issued to VISA card ending *** for the hotel reservation. 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 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.
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
I was supposed to be taking my honeymoon to Greece in June of 2020. Due to Covid, we rescheduled and received a voucher for our flight cost from ***. This was issued by Expedia on the basis that the flights had to have the same passenger names, same country of origin, and same airline. I want to use these vouchers to reschedule my new honeymoon in Hawaii in September of 2020 with *** Airlines. After speaking with Expedia, I was told that I have to use these vouchers to travel internationally. When speaking to *** directly, they informed me that I am able to use these vouchers to schedule any trip that I would like, regardless if it is international or domestic. I have $2,200 into plane tickets currently and need these vouchers to complete my booking of the trip.
Hello,
I had a complaint filed with expedia that I sent in yererday. I chatted with them late last night and they have processed a refund in the amount of $2,200.10. I am just waiting for the money to now hit my bank account. I am satisfied with this outcome.
Thanks for the help
I have a travel voucher with expedia.com due to a cancelled flight from November 2019. It was rescheduled for March 2020 and cancelled due to Covid 19, then rescheduled for July 2020 and cancelled by the airline. In order to process these transactions it required 10+ hours on the phone with their customer service. After the last cancellation, I spent 4+hours on the phone where I was transferred to 4 different staff persons and no one could assist me. I had to eventually pay for the flight again through the airline due to the exorbitant amount of time that it takes to obtain assistance and the lack of assistance that is provided.
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased itinerary ***, which included a *** Airlines ticket
for $441.80 on Visa card ended *** on September 14, 2020. An
exchange was requested for the ticket, which was in cancel status to be used as
credit. The flights, which were for travel starting on July 9, 2020, were canceled
by the airline and couldn’t be ticketed. Our
ticketing department reached out to the customer to advise them and was only
able to leave a message. We spoke with
the customer after travel and a refund was provided on June 18, 2020 in the
amount of $471.20.We did
not locate any purchases in the same account that were completed in the amount
of $400.00, or any other tickets being exchanged. If there is another itinerary
please provide the itinerary number, passenger name, carrier and dates of
travel so that we can locate it.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The original ticket was purchased in September 2019 rather than September 2020 to clarify. According to the resolution from Expedia, that travel voucher for that amount is still available for my use along with an additional travel voucher in the amount of $200 for a hotel stay. I was also given a corporate # to use when redeeming these vouchers so as to not have to communicate directly with their call center. Based upon what has been discussed with Expedia as part of the resolution, I want to make certain that these items are in place for my future use.
Sincerely
Booked Travel and then cancelled due to fears over Covid 19 and only received a partial refund even though I had Travel insurance
Travel Dates 3/20/2020 to 3/27/2020 RDU to BOG R/T Package icluded Hotel. Air Portion returned. Hotel was not even though I called Hotel and they advised they did not charge Expedia. Very unfair
Issue resolved
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
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
I've spent countless hours spent on hold, waiting to correct mistakes they've made, and to follow-up on all the balls they've dropped. Support is horrendously slow and ultimately very limited. I'm ending my business relationship with Expedia. I strongly advise you to do the same.
I am so severely disappointed with Expedia - by far the worst experience in my life with a company. It is a customer service NIGHTMARE. They are like a bank, holding on to money and not giving out refunds. There is NO WAY to contact a customer service agent on the phone. There are so many considerations given by the airlines and hotels in this pandemic and Expedia is the middle man, holding on to refunds even though they are illegally doing so when it comes to cancelled flights! That is against the agreements they have with international carriers.
There are two Covid-related issues:
(1) My *** flight was cancelled so I called *** who said they would be happy to send me a refund but since I paid with Expedia they would need to give my refund. There is no way to ask for this refund and when I go on my Expedia page, it still shows that the flight is taking place. This shows that there is not even real time updates with the aircraft carriers about my flight.
(2) I booked a hotel in Italy who said they would happily give the refund and would approve it, but there is NO WAY to contact Expedia about this special instance so they can get the approval. The hotel said their hands are tied since Expedia is the one that is holding the money. The hotel would love to open up the room for their domestic travelers and I would love to get my refund. But again, Expedia is holding it all hostage.
In this time of crisis, Expedia needs to do a better job at dealing with "exceptions of the rule" -- the hotels and aircraft carriers are all happy to provide refunds immediately but Expedia for some reason wants to hold on to all that money until "ten days within travel" - denying travelers of essential funds for no reason at all. Also the bookings remain booked, when they could be opened up for domestic travelers in those countries.
It seems all shady business practices to say the least.
I am preparing an Op-Ed to send out to several travel related magazines and newspapers about my horrible experience with Expedia. It is by far the worst trauma I have dealt with during this pandemic.
July 11,
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 14440241 from Patrice Friebel.The
customer purchased three one way tickets with *** Airlines for travel from
Corfu, Greece, to Ibiza, Spain on July 29, 2020 via itinerary ***. The
tickets were refunded in full on July 3, 2020.The
customer purchased one night with the for check in on July 15, 2020. The
purchase was completed with a combination of points and US Dollars. The hotel
was canceled and refunded in full on July 3, 2020 in the same values of points
and dollars.The
refund time frame varies based on the processing time of the airline and credit
card(s). Points are available immediately. 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
Concerning Hotel Reservations in Mexico City on June 19. Both reservations were confirmed and cancelled with 1 hour of the confirmation. The company has put an actual charge on my credit card which I have already paid. When I call, they refuse to
refund the charges stating company policy gives them 30 days for refund. This is ridiculous.
Itinerary # *** Itinerary # *** These below are "copy and paste" from my credit card. Expedia took these from authorization to actual charges even though they were cancelled immediately.
EXPEDIA *** Jun 2nd, 2020
$189.03
EXPEDIA *** Jun 1st, 2020
$62.59
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made two reservations via Expedia's website.
The first reservation at Hotel *** was created on June 02, 2020 for check-in June 19, 2020 and check out June 22, 2020.
The second reservation for Hotel *** was created on June 01, 2020 for check-in June 19 and check out June 21.
The reservations were both refundable bookings and canceled outside of penalty for a full refund on June 2, 2020. Customer care was contacted June 8, 2020 to check the status of the refund and the customer was advised that the refunds can take up to 30 days to complete.
Conclusion:
While our customer service agents are working as fast as they can to manage all requests and we have redeployed team members from other parts of the business to assist, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers.
We deeply appreciate our customer's patience and understanding during this time.
Normal refund timelines are between 7-10 business days although banks can take longer. We are happy to see the refunds were completed on June 12, 2020 and have been accepted by the customer's bank.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind Regards,
Lesa G
Consumer Relations
Hotel Cancel - Itin: *** - Case ID : [REQ:***
False advertising....Expedia.com lists *** in South Beach, Miami FL as a hotel location. Upon arriving I was told that this location is no longer a hotel but rooms owned by a single proprieter, like an AirBnb. I would not have rented had it been advertised as such. Prior to arriving the listing states if coming in after 11pm call ahead for late check in. I made several calls, before my reservation date, leaving messages, never a return call. I then sent written messages from Expedia's website, again with no response. I Google searched the hotel name which linked to a group. I called their phone number, they provided a front desk number to ***. Reservations were for Mar 2-5 of 2020. Our flight landed late and we got to the hotel after midnight on the 3rd. It was then we were told of the change in ownership. We called Expedia the same night with this complaint. Spoke to an Expedia rep named Chrisopher. He called the phone number on Expedia's listing for The *** but no answer. I had to give him the front desk number I searched out. He called and was told about the ownership change. He apologized to me stating Expedia had not been notified of the change and we could search for new acccomodations. The rep said he would have management work my request for refund and I should hear within 24 hours. I did not get a response until the 4th saying they were reviewing. Several emails back and forth with Expedia, I continued to get the same stock answer quoting hotel policy and no refund. Again, if advertised as an Airbnb I would not have booked. No policy posted from the owner of the room so no way to review and agree to their policies prior to booking. In addition, the property is not well kept, broken furniture, urine in the stairwell, damaged key scan system in the elevator and more. We did not stay in the room and had to pay additional fees to locate new accomodations.
Dear Revdex.com,
It has been my pleasure to assist with our guest’s recent Revdex.com Case #***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation for the ***, via Expedia's mobile site, for check-in March 2 and check out March 5, 2020. The cancellation and change policy agreed to at the time of booking states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Customer care was contacted on March 02, 2020 to request a late check-in after 12 am in the morning. We were unable to find record of any other requests at that time. On March 04, 2020 the customer requested to obtain a full refund of the reservation from the property. It is important to note that Expedia is a third party intermediary assisting guests with finding different vacation needs. As a third-party intermediary, *** does not have any fees or cancellation policies; however, we are obliged to honor the hotel's specific rates and policies. We do need to contact the properties to request refunds and unfortunately in this case they did deny the refund.The customer contacted our agents to obtain a refund, unfortunately since the property had billed in full and we were unable to obtain permission to issue any credits the refund could not be issued at that time.
Conclusion/Resolution:We are sorry for any frustration on the customer's part regarding the reservation.We do list all hotels in good faith and I'm sorry to hear that in this case, the hotel didn't meet the customer's expectations. All photos and hotel descriptions are listed at the property's discretion. To help set a better expectation of the property being booked, we recommend reading reviews available online prior to completing the reservation. This may help alleviate any possible surprises or frustrations upon arrival. Regrettably, as the property has billed in full, we are unable to offer a refund for the reservation. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,
Lesa GConsumer Relations
We had reservations (soccer tournament) for March 20,2020 through March 22, 2020 "Itinerary #***". It clearly stated when we booked this room that there were no refunds for cancellations. I understand that. However, COVID-19, came and changed our lives. We did not cancel. Everything was cancelled. Any type of gatherings, hotels, restaurants, malls, etc. When this happened, I contacted the Hotel to obtain a possible credit for future if not a refund, they advised that I go through Expedia, since we booked through them. It was impossible to get through to Expedia for the rest of March and April, until I finally got through to speak to someone on April 23, 2020. The lady I spoke to stated that they have been very busy due to all of this but that she would start paperwork to get us a refund, but it would take about 3-4 weeks. On June 6, I called Expedia to follow up on my claim, and was told that they would have to get back to me via email. I did receive the email, but now it stated that I would not receive a refund nor credit after all, based on their policy. Once again, I contacted Expedia, spoke to a manager Jacqueline, who stated that she would not be able to further help me and there was nothing she could do for me. I asked to speak to someone else because this was not my fault or me trying to cancel, she left me on hold for 30 minutes, came back on to tell me that they are very busy and there is no one else to help me.
Dear
Revdex.com, It has been my pleasure to assist with Case # ***. Our
findings and resolution to the case are listed below. Findings:We can confirm the customer secured a reservation on February
03,2020 for *** Palmdale, via Hotels.com Mobile App, for arrival on
March 20,2020 and departure on March 22,2020. At the time of booking, the
customer agreed to the following cancellation policy: The room type and rate selected are
non-refundable. Should you change or cancel this reservation for any reason,
your payment will not be refunded.The customer was in contact with customer care between April
24, 2020 and June 08,2020 regarding a penalty waiver for their reservation. Our
customer care team made several attempts to obtain a penalty waiver from the
property without success. Since customer care was unable to obtain approval for a
refund from the hotel, they advised the customer that we would not be able to
offer a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. While we empathize with the customer’s situation, we were
unable to obtain approval for a refund from the hotel. As such, we can’t issue
a refund for their booking. 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: *** is a contracted provider of Expedia and they should be able to resolve this issue as a better business practice knowing that we understand the cancellation policy however we are in a Pandemic and we did not voluntarily cancel our reservation. We will be forwarding a Revdex.com Claim towards *** as well. Thank you for your time!
Sincerely
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
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
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
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
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
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 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
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
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