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!
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,
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.
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
I had ordered airline tickets thru Expedia at the end of March 2020. Got a really good price for my mother to fly out to Utah. The prices had dropped because of this Covid-19. I received and email from Expedia stating that her flight had a conflict and we needed to contact the airlines. So, I spent 3 days trying to get ahold of the airline. Over 25 hours of hold time mainly on the phone and some time with the chat feature. The airline helped us out and rerouted her flights for the same days. The airline was extremely helpful when I was able to get ahold of someone. Now the bad part. Received another email from Expedia (June 6th 2020 twenty day before flight) stating the airline canceled the flight and they were refunding our money. Well as mentioned above the airline did not cancel, they had changed her itinerary. I contacted the airline again with more hold time. They told me that Expedia had requested a refund for the flight. They said that they have no choice but to refund the money to Expedia. So, I got back on the phone contacting Expedia. First attempt on hold for 50 minutes and then they disconnected. Appeared the representative didn’t know how to properly connect the call. Got back on the phone to wait on hold. I also went online using the Expedia chat. While on hold on the phone a chat agent connected (after 2 hours waiting for her) and she starting working the issue after about 30 minutes typing, she must have felt like she could not handle the Error by Expedia so she disconnected the session without any notification. I stayed on the there waiting for her to get back and 1.5 hours later it asked me if I wanted to start over. So finally, after 3.5 hours on phone hold, I was connected with an agent. He realized about 20 minutes into the call, I needed to get to a supervisor. He said he would connect me but the wait was long. Supervisor finally connected and was being very helpful. She said that Expedia had wrongly requested the refund, because a passenger did not request it. She stated she needed to contact corporate office to get approval to get a new itinerary/Flights. This because it was going to cost Expedia in excess of $600 above the original cost out of their pocket to correct their error. She requested my phone number twice just in case we were disconnect, because she knew I had been on hold for so long. She stated she would call me back if that happened. Well after 30 minutes she got back on the line and said she was still waiting for an answer. Put me back on hold. Now it was getting to be after 5pm Mountain time and low and behold disconnected. I was on the phone over 5 hours. I waited for a call, never happened. I hoped that I would get a call back Sunday morning. Nothing. Now I was getting concerned, do I go on and get a ticket. There were only 2 left for the days needed. Got on Expedia chat at 7am waited just 20 minutes. Chatted with agent and he said that there were notes from the corporate office saying that since the monies was refunded there was nothing that could be done. I request to be connected with a supervisor. He asked for my number and called me. He stated that the supervisor would not be able to do anything different. Hold again. Talked to a so-called corporate manager. She said again that since the refund was initiated that nothing could be done. She was apologetic and wished there was something she could do. Now over 25 hours on phone with airline and over 6.5 hours on phone with Expedia. Had to make new reservations and cost us an additional $600 to get a flight. Expedia never offered and compensation, credit, or any apology. I will not use Expedia again to book my travels. I’m veteran and my mother a spouse of a veteran and to be treated so poorly for a mistake made by Expedia.
Booked inter-island flights in Tahiti. They purchased the tickets through a 3rd party (Hahn Air). When the flights were canceled due to Coronavirus, Expedia had NO IDEA what to do. They tried to rebook - process failed because they didn't have the waiver code. THEY suggested I request a refund - then sent me an email and said the vendor (Hahn Air) would not accept a refund and that I need to call them back. Both times I waited 4 hours. I appreciate in March and April that Coronavirus caused issues - the fact they had poor service in June is 100% their fault - not Coronavirus.
I was trying to use my *** Airline credit. I can only do it through an Expedia agent. Fair enough. Well then they told me the price of my new flight was going to be $321.91 more per passenger. Well I was looking through *** website and the same flight was $218 on their website. To book in first class for the same flight is $435. This is just horrible on so many levels. There is now no trust from me to them.
Expedia.com Response
• Jul 21, 2020
July 20,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package that included three one way Economy fare tickets
with *** Airlines for domestic travel on April 10, 2020, at a cost of
$380.39 per ticket. Due to
the airlines pandemic flex policy, the customer was able to cancel the flights
and use the full value towards new flights without paying change fees.On June
12, 2020, the customer used the tickets towards new First Class domestic fares with
the airline at a cost of $436.10 per ticket. The additional cost for the three
tickets was $167.13.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 21, 2020
Revdex.com:
I have reviewed the response. I had to call back 2 times and finally someone with common sense understood what I wanted to do. I resolved the issues. Thanks ya’ll.
Hello this is regarding a refund for my flight that I had to cancel due to Covid-19. I been trying to get a hold of Expedia through chat. I started a chat with Expedia but I been disconnected several times. I been issued a refund approval through the airline here is their email:
I'm sorry to learn that you are unable to travel with us as scheduled due to the concerns of COVID19.
As an extended courtesy, I have authorized our Refunds Department to refund your reservation. As your reservation was booked through a third party travel agency, please contact them directly to complete our refund process. They may require the waiver code: ***.
Will not refund $751.50 via *** for their cancelled flight. Did not work hard enough to get me the refund of which I am owed. The airline cancelled the flight not me.
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
a refund. We understand that Ms.
is asking for a refund for the cancelled *** flight.
Our records indicate on February 23, 2020, Ms. or an authorized user of the
Expedia account, self-booked a one way flight on ***
departing on June 6, 2020 flights from Newark,
NJ, USA to Nice, France along with the Flight Protection Plan via ***. We can confirm on June 3, 2020, the customer called in to get a refund for the flight reservation that was
changed by the airline. Our representative reviewed *** COVID19 policy
and it states if an airline schedule change is greater than 120 minutes the reservation
is eligible for refund. The
representative documented that the refund was restricted in the system and was
unable to submit for the refund.On June 8, 2020, an Expedia representative reviewed
the *** policy and emailed the customer.
The email apologized that *** COVID19 policy does not allow for a
refund but advised the cancelled reservation was eligible for a future travel
credit of $751.50.After further
review of the reservation and the notes on the account. Expedia contacted
*** on July 21, 2020. *** confirmed they issued a refund
for $751.50 to card ending 4247 on June 16, 2020. 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 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
Customer Response
• Jul 21, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a flight through Expedia at a cost of $1,194.05. The Airline Expedia booked through cancelled this flight/my ticket due to COVID-19. Since then, I have not received any information about a refund or travel credit, besides one generic email sent on March 26, stating I would be receiving airline credit:
"We’ve issued an airline credit for your flight. You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight. All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon." -Expedia.
The follow up email was never sent with the details of my airline credit, and there was no option given to receive a refund instead of travel credit. Unfortunately, that was my only week available to visit Korea, I am unable to reschedule. I would like a full refund for the cost of the ticket. I've tried getting in contact with Expedia, but am only put on long holds with no end in sight. I've tried using the virtual chat, and have been met with the same message: "All our chat agents are working with other customers right now. Please check back with us in a little while..." I've gone through this process of waiting several times, but am unable to reach an agent. I've seen no effort made by Expedia to refund the cost of my ticket.
I know it must be a stressful time for the airlines right now. However, I would like to remind Expedia of the U.S. Department of Transportation's Notice, issued on Friday, April 3, 2020:
"The obligation of airlines to provide refunds, including the ticket price and any optional fee charged for services a passenger is unable to use, does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).
The Department is receiving an increasing number of complaints and inquiries from ticketed passengers, including many with non-refundable tickets, who describe having been denied refunds for flights that were canceled or significantly delayed. In many of these cases, the passengers stated that the carrier informed them that they would receive vouchers or credits for future travel. Because the COVID-19 public health emergency has had an unprecedented impact on air travel, DOT’s Aviation Enforcement Office will exercise its enforcement discretion and provide carriers with an opportunity to become compliant before taking further action. However, the Aviation Enforcement Office will monitor airlines’ refund policies and practices and take enforcement action as necessary." -U.S. Department of Transportation
While these circumstances are out of anyone's control, it is the responsibility of Expedia to refund its customers, or at the very least, make the process more user friendly so customers can reach agents.
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 refund. We understand the Ms. would like a full refund for the cancelled
flight.
Our records indicate on February 6, 2020, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights, the departure flight was on *** Airlines, departing on March 21, 2020,
from Los Angeles, CA to Seoul, South Korea, returning on March 28, 2020 via ***. We can confirm on March 10, 2020, the
customer called in to cancel due to COVID-19. Our representative advised that she is not
eligible per the airline policy. Normal
cancellation applied, needs to wait until March 15th or 18th, 2020.On June 16,
2020, the customer communicated with our social media team requesting a refund. Our representative contacted *** Airlines and they authorized a waiver code
for the refund.After further review on July 22, 2020, Expedia confirmed *** Airlines processed a
refund for $1194.05 on June 24, 2020 to card ending ***. The customer would
need to contact *** Airlines for the refund timeline. *** Airlines took
the original as the merchant of record and will issue the refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carrier and merchant of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.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 22, 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.
A purchase was made on Expedia.com (Itinerary #***) for a flight with *** on March 11, 2020 at 9:22pm CDT for $1,057.42 (2 tickets at $528.71 each). We tried to cancel the flight within the 24 hour time limit, but had difficulty due to Expedia website and phone lines issues due to high volume. The website and phone line issues were because that same evening (March 11th) the U.S. goverment requested all U.S. citizens return home due to coronavirus concerns. Within 24 hours I did the following: First, I tried to cancel via the website cancel button multiple times, the website issued an error. Second, I tried calling to cancel and I was either disconnected or on hold for hours. Third, I used the Expedia chat/virtual assistant to request to cancel and I did receive an email from Expedia saying they are processing the request and I should hear back within 5 days. (The email dated March 12, 2020, 8:35:47am CDT) assigned Case ID: [REQ-***] to the request). Since that email, I have not received a credit to my credit card for the cancellation nor heard anything back from Expedia. In fact, the charge was processed on my credit card showing up as *** as the merchant, not Expedia. I do not know where the processing of the Case ID stands. I have tried contacting Expedia via phone, email, website and am unable to contact anyone. I want Expedia to credit my credit card since I did cancel the purchase via chat/virtual assistant within the 24 hour cancellation.
Expedia.com Response
• Jul 23, 2020
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** on March 11, 2020 PST, for
travel from Madrid, Spain to Lisbon, *** on March 12, 2020. The flights
were within the void period until check in, and the fare was refundable with no
penalty.We are sorry
to hear that the customer was unable to contact Expedia to complete the
cancelation. The original ticket value was forfeit due to no show. As a
courtesy we have refunded the original form of payment in full for $1057.42.
The refund time frame varies based on the processing time of the credit card. 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 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My wife and I purchased tickets through Expedia to travel from Los Angeles to Vietnam on Jan 19, 2020, via Air ***. The trip required transit in Beijing for a few hours, Early in Feb 2020, because of the outbreak of Covid-19 , while we were in Hanoi we were informed that "your return flight is now cancelled, and Air *** has initiated a refund of 315.00 USD per passenger..." (Expedia email to me dated 2/20/2020,) Itinerary ***, Case ID.
Since the receipt of that email from Expedia I have contacted their "outsourced" office several times, and each time a "supervisor",would tell me my refunds will be coming in 2 weeks. My most recent call to Expedia (India?) was on May 30, 2020 and was told the same thing "refunds will be coming in a week ". So far again I have received nothing. I have come to suspect something is wrong. I would appreciate Revdex.com's help in get my refunds from Expedia. Air *** told me Expedia is responsible.
Customer Response
• Jun 24, 2020
Dear Revdex.com,
The problem with Expedia Traval was resolved to our satisfaction. We have received our full refund.
I booked flights on *** & *** within Europe through Expedia.com (US). The airlines cancelled these flights. Although both US (https://ww.transportation.gov/individuals/aviation-consumer-protection/refunds) and EU (https://europa.eu/youreurape/citizens/travel/passenger-rights/air/index_en.htm) regulations require airlines to offer full refunds for cancelled flights, Expedia refused to provide a refund, claiming that *** would only offer a travel credit. *** referred us back to Expedia.
Expedia.com Response
• Jul 22, 2020
July 22, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 12, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Frankfurt, Germany to Porto, Portugal departing on June 1, 2020 and returning on June 5, 2020, for a total of $278.35. We understand Ms. is seeking a refund for the flight, based on the adjustments *** made caused by the Corona virus travel disruption.
On May 29, 2020, we received an airline-initiated schedule change that altered the out bound *** flight. Therefore, Expedia sent a request by email to obtain a full refund from *** based on their schedule change notification. However, due to the unprecedented times, *** has imposed certain producers that Expedia must adhere to, therefore, Expedia is waiting on the airlines response.
The U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that Ms. is excepting to receive a full refund vs a credit. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for the departure flight. Furthermore, we are unable to override ***’s (non-refundable) ticket terms.
Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia may offer customers the opportunity to book a reservation for a combination of two one-way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a customer to make changes to the other flight, the customer will be responsible for any fees incurred for making changes to the unaffected flight.
On July 22, 2020, we determined that the ***’s flight reservation was changed without an alternative flight. Although, Expedia is unable to reach *** by phone due to the unprecedented times and the airline has suspended third-party processes. We sent another email to *** it appears that the outbound flight was used according to our internal system. This is a concern, which is another reason we must communicate with ***. We cannot provide an exact date that *** will respond to our refund request. However, Expedia will contact Ms. directly, when *** provides their direct findings/resolution.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Expedia has rescheduled my flights for my family a total of 3 times. The last time they booked me with *** Airlines. On the date of the flight *** Airlines says they don’t have my family on their records. My wife then goes to *** as I’ve been on the phone for 3 hours on hold for 99% of the time. *** and *** both stated Expedia made changes and did not consult the airlines. *** never got paid for my booking. *** was never told of the change. They basically kept the money and never confirmed my flights. Now my family has been stranded at the airport with no flights. The lady (supervisor) was no help as she told me the only choice was to cancel instead of just looking for alternative flights. This is unacceptable and they need to look into my situation. Expedia was no help on the phone. They blamed the airlines and took no blame. Then wanted me to buy a different flight after they took my money. This is ridiculous. Look into this issue.
Expedia.com Response
• Jul 20, 2020
July 20, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding a one-way flight reservation. We understand Mr. is requesting a refund for his flight due to flight
issues during travel.
Our records indicate that on February 23, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a one-way flight reservation using Expedia’s website, under itinerary *** for three
travelers. Departure on *** Airlines from Jacksonville, FL, to Charlotte, NC on June 7, 2020.
When researching this matter we were able to determine that *** Airlines processed a refund on June 11, 2020,
for the amount of $ 2,712.85 USD. The time it takes the refund to post to your account varies, depending on the time
it takes the airline and your credit card company to process refunds.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the request. We
thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
A group of 5 of us had booked a trip (all on my Credit card) through expedia. The trip was intended to be from April 18-April 25, 2020. Due to the COVID pandemic, AND the fact that all of us were and are essential workers, we were unable to make this trip for multiple reasons. Firstly, the border from the US to Canada was closed to NON-ESSENTIAL travel. This alone prevented us from even getting on a plane since our flight was booked with ***. Expedia did refund our resort fee, but refused to refund the airfare (for both *** and *** airlines). I understand we had "non-refundable" tickets should we CHOOSE to cancel, however these are unprecedented times and we were not permitted to travel at that time. Since I am a Registered Nurse, I wouldn't have been able to go, even if the borders were not closed, as I would have been required to quarantine for 14 days upon my return from travel, and I was needed in the field. Expedia continued to instruct me each time I requested a refund, to reach out to the airlines, which I did. But, on the airlines web-site, it specifically states, "if you booked your flight through a third party, such as expedia; you will need to contact them directly to request a refund." I was being sent in circles.
Expedia.com Response
• Jul 20, 2020
July 20, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a combined one way fare flight
reservation. We understand Mrs. is requesting a refund for his flight due to flight issues during travel.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines from Montreal, QC, to Cancun,
Quintana Roo, on April 18, 2020 and returning on *** Airlines April 25. 2020; with stay at the *** Resort - All Inclusive and a ***
Shuttle: Cancun Airport.
When researching this matter we were able to determine that Mrs. *** processed a refund on March 25, 2020, for the amount of $3,408.70
USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process
refunds.
While we regret that Mrs.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I bought a bundle package for a hotel and flight on Expedia’s website . After I purchased and the money was taken out of my account, the website stated that the hotel was booked after I made my purchase. I contacted customer service who stated I would get a refund in 3 days. I ended up repurchasing the package to guarantee I will still be able to travel where I needed to go as suggested by the agent on the phone . I have still not receive my refund and can not get in contact with anyone at customer service . The refund was $410 that I have still not received back. The purchase still says pending in my account.
Expedia.com Response
• Jul 20, 2020
July 20, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number ***
regarding a refund. We understand that Ms. is requesting us to deposit
$410.00 into her account. Upon further
research, we were unable to locate an Expedia account or reservation related to
the dollar amount listed in the complaint. We respectfully request that you provide us with the itinerary number of
the booking and/or the email address used at the time of booking. The requested information will allow us to
appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
In January 2020 we used Expedia to book a flight to Nairobi on *** Airlines. The flight we scheduled was for December 2020 to get to our honeymoon destination following our wedding that was supposed to occur in August. Due to COVID, we had to move our wedding to July 2021 and as a result needed to reschedule our honeymoon to Nairobi.
On June 5 (6 months before our flight was scheduled to leave) we contacted Expedia to assist with rescheduling or cancelling/refunding our trip. After waiting 2 hours on hold (understandable due to higher than normal call volumes) Expedia told us that due to ***’s policies, none of our $1,914 flight purchase was refundable or exchangeable. They said that our only option was to contact AIG (the company we purchased flight insurance through) to see if they would provide coverage. We waited on hold to talk to AIG who was also receiving higher than normal call volumes, but this did not turn out to be a viable option for us.
Next, we called *** Airlines directly to better understand their cancellation / exchange policy. After waiting on hold, we were informed that as long as we were not within 24 hours of our flight that we could cancel for a fee of $350 per person. This contradicted the information Expedia had given us when they told us we had no reimbursement or exchange options for our tickets. However, *** Airlines informed us that Expedia needed to open the refund request on their end and we would need to contact Expedia again.
After waiting on hold for Expedia again for an additional 3 hours, the agent again attempted to tell us that it was not possible to issue a refund or exchange for our tickets due to the refund criteria they had from ***. She told us to contact ***’s billing department directly. We explained that we had already been in contact with *** and had been told from the airline that our tickets could be refunded (with a cancellation fee), but this had to be done from Expedia’s end. The agent reluctantly said they could “try” opening a refund request but could not guarantee anything and it would take around 10 weeks with no way for us to track the status. We asked for a tracking number on Expedia’s end and eventually got a ticket number, but she could not give us any reference number we could use to confirm with the airline. She still recommended that we get into contact with ***’s billing department.
We called *** again to try to contact their billing department. We were told that it was not possible for us to contact the billing department directly because the department will only deal directly with the travel agents like Expedia. We were told that only the billing department has access to the status of open refund requests and therefore only Expedia can determine the status of the request.
At this point, we still have no confirmation that a refund request has been opened by Expedia. After 5+ hours on hold, Expedia continues to bounce us back and forth between other companies rather than taking any accountability for resolving our issue. We did not purchase our tickets through *** Airlines, we purchased them through Expedia so we should not be expected to be the middle man in this process.
Ideally, since our current flight is still 6 months away, we would be able to exchange our tickets for a future flight since we will be booking the same flight in October 2021. However, if this is not possible, we would be willing to pay the cancellation fee referenced by both *** agents we spoke with. Expedia has not assisted us with either of these options.
Expedia.com Response
• Jul 21, 2020
July 21, 2020
Revdex.comAlaska,
Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of $1914.74.
Our records indicate on January 25, 2020, Mr. or an authorized user of the account self-booked two round trip
flights on *** Airlines departing on November
30, 2020 from Washington, DC, USA to Nairobi, Kenya and returning on December 8, 2020, along
with the Fight Protection Plan via ***.
We can confirm on June 5, 2020, the customer Molly
called in to cancel due to COVID19. The
trip was supposed to be for their honeymoon. Our
representative reviewed the *** Airlines record and per the fare rules the
ticket is refundable less a cancellation fee of $350 per person. The base fare is less than the cancellation
fee, the customer purchased the flight Protection Plan. The airline policy
covers March 1, 2020 through August 31, 2020 to and from any International
destinations on the *** Airlines network. Our representative advised the
customer and advised to wait for an update from *** Airlines, suggested
that she can contact the provider of the protection. Representative advised must call back prior
to the departure of flight. Dan called
to cancel the flight and get a refund. Our
representative advised if the tickets are cancelled before departure, since the
the cost of the fare is less than the penalty, they would not be refundable. Our
representative advised the airline record would be noted but does not guarantee a refund. Expedia would request and referred the
customer to the airline.
After further review on July 21, 2020, Expedia has
been able to verify the rules of the ***
Airlines fare. *** Airlines
COVID19 policy does not cover the customer’s travel dates. The rules of the fare state there is a
$350.00 cancellation penalty per person, should the reservation be cancelled. Since the actual fare is less than the penalty
amount, if the ticket is cancelled there would not be a refund. Expedia verified *** Airlines COVID19
policy and it states, “ for tickets issued
anytime on *** Airlines (***) ticket
stock for travel March 1, 2020 through September 30, 2020 to/from any international destinations on the ET
network.”
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines, and is subject to the rules
and restrictions of those providers. ***
Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to
honor the refund request. If the
reservation is cancelled it would not be refunded based on *** Airlines fare rule, since the penalty amount of
$350.00 per person is more than the actual base fare. The customer may want to wait and see if ***
Airlines COVID19 policy changes, since the current policy is not applicable.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di *** Corporate Correspondence Team
I have been experiencing financial burden and do not see myself traveling via flight in the future so I do not intend to use a "credit". I have asked on multiple occasions for a refund. They first told me back on April 29, 2020 that it was not with *** airline policies. I reached out to *** Airlines the same day, explaining that I had spoken with a someone from their customer support, who told me that I will need to send my complaint to a specific email portal which I did. After 3 weeks, they finally respond stating in the email "To receive a refund for your flight, you'll need to contact your travel agent directly to have your refund processed". So I contact Expedia again, the same day I received the email from *** Airlines on May 21, 2020. I first try the chat, but was not helped. So I called and spoke with a customer service representative and explained that I have been back and forth between Expedia and *** Airlines and the main reason for my request is the financial burden I am experiencing. The credit is not useful as I don't see myself flying in the near future, mostly as my fear of flying has increased due to Covid. The Expedia representative I spoke with that day summarizes what I just told him and says that he has reached the supervising department and Expedia will be contacting me directly for additional information to issue the refund. It has been over 2 weeks and I have not heard back again from Expedia.
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 a full refund. We understand that Ms. is requesting a refund
of $307.80 for the flight she cancelled.Our records indicate on March 8, 2020, Ms. or
an authorized user of the Expedia account, self-booked a round trip flight on *** Airlines, departing on April 18, 2020
from San Francisco, CA, to Kahului, HI, returning on April 21, 2020 via ***. We can confirm on April 29, 2020, the customer communicated with our online CHAT and
asked for a refund. Our representative reviewed the
airline record and policy and determined there was no refund since the
reservation was voluntarily cancelled. The
representative advised the customer the fare was not refundable and a future
travel credit was applicable to the cancellation, the customer left the CHAT.On May 21, 2020, the customer called and requested a refund. Our representative reviewed the airline policy
and advised a future travel credit was applicable. The representative advised the ticket validity
had been extended to two years from date of original ticket issuance (March 7,
2020). Our representative advised the
customer no refund was permitted. The
customer advised that she has an email from the airline advising of the refund. After further review on July
21, 2020, Expedia confirmed the customer
cancelled the reservation via electronic web form on March 19, 2020. Expedia emailed the customer a cancellation
email which advised of a flight credit for $307.80, the email was opened and
reviewed once. The ticket is not-refundable, the customer needs to contact our
Customer Service Department 877-227-7481
when she is ready to exchange the ticket, the exchange fee is being waived by *** Airlines but should there be an increase in the
cost of the new ticket, it would be the customer responsibility.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.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.
Based on the above Expedia is not able to honor a
refund. Thank you for allowing us the
opportunity to address the issue that was brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely, Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 21, 2020
Complaint: ***
I am rejecting this response because:
their information is incorrect. First of all, The Shelter in Place order was given in San Francisco on March 17th. I did not voluntarily cancel; we were already in a pandemic and it was mandatory advice by the City not to cancel. It was also trying to avoid these wait times due to the pandemic. Second, they told me I need to reach out to *** Airlines which I did and they said that I need to contact the third party, which is Expedia to issue my refund. So I contacted Expedia and told them that *** Airlines provided an email saying that the refund should be issued with Expedia. The Expedia Service Member I spoke to on the phone said a Supervisor would contact me directly to gather more information. He also said that I would be contacted within a couple days because it was supposedly sent as an escalated situation because I have been inquiring about the refund. No one ever contacted me thereafter. After nearly two weeks of waiting for some kind of contact, I left my complaint to Revdex.com and again, now after another month, they finally make some indirect contact with this heinous response. I have repeatedly expressed my fear to fly now since the pandemic and there is no chance that I would be using this credit in the near future. Furthermore, I have expressed that Covid-19 had put me in a financial burden. Expedia’s response is completely misleading in their response as to how they have handled my numerous requests. I am completely appalled at their lack of empathy, especially during these very difficult times.
Sincerely
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***.
As stated in our previous Revdex.com response Ms.
***’s *** Airlines reservation was
cancelled on March 20, 2020, via online electronic web form. The cancellation created a future travel
credit of $307.80; valid until March 6, 2021. The customer needs to contact our
Customer Service Department 877-227-7481 when she is ready to exchange the
ticket, the exchange fee is being waived by *** Airlines but should there
be an increase in the cost of the new ticket, it would be the customer
responsibility. Based
on the above we are not able to honor a refund request. Thank you for allowing us to address this
matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di
*** Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Complaint: ***
Dear Revdex.com,
I am rejecting this response because:
As stated in my previous emails, I have contacted Expedia on numerous occasions in which they deflect their responsibility to *** Airlines. I have reached out to *** Airlines which they then advised me to contact Expedia for the refund. I have submitted the email in my previous rebuttal and Expedia continues to deny my refund. I have been experiencing a financial burden and a fear to fly with the global pandemic still taking place.
My hope here was that Expedia would resolve this issue and grant my refund and continue to use their services for their other accommodations (car rental, hotel stays), however after this experience, I never want to use Expedia ever again. They just take your money and create excuses as a third party. Disgusting.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a trip before the violent protests had broken out in Colorado. A couple days before they reported shots fired and higher cases of CoVID-19 so I cancelled and they would not refund me the flights. Expedia instead issued an UNOBTAINABLE flight credit which I have been on hold for four hours with no one to help me use this. This is extremely inconvenient and inconsiderate to the customer who is already taking less in a credit with a company that is not adjusting to the violence and sickness our country is experiencing.
Expedia.com Response
• Jul 09, 2020
July 8,
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 five nights with the *** Hotel, Denver, and roundtrip flights with *** Airlines, via itinerary ***.On June
3, 2020 the customer canceled the package and received a refund of the hotel
and a credit with the airline. On June 9, 2020 the customer used the flight credit
to purchase new fares with the airline to travel roundtrip to Vail, Colorado.
As such, there is no longer a value on the tickets.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 09, 2020
Complaint: ***
I am rejecting this response because: I was forced to call several times and paid more out of pocket for an agent to take 30 minutes to book the ONLY flight coming in and out of Vail. Their incompetency not only cost me more but they hung up after hours of a wait and then I had to call back re-do the entire process. The point is you issue an airline credit but do not provide even reasonable customer service to get it applied. I tried for hours to book tickets that without the credit through Expedia, I could’ve gotten done directly through the airline. That is completely unacceptable.
Terrible customer service and company ethics. 3 months later and no refund. Lied to me multiple times, spent probably close to 50hrs on the phone(I know, dumb, but at this point it’s for the principle). I even got them lying to me in writing! Can’t wait for a class action suit!
Avoid this company, and look up what other companies they own. This is the only company that screwed us during the covid pandemic.
Every other company we traveled with momentarily refunded all the funds.
Not these guys!
Never again traveling through them!
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
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
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
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
I had ordered airline tickets thru Expedia at the end of March 2020. Got a really good price for my mother to fly out to Utah. The prices had dropped because of this Covid-19. I received and email from Expedia stating that her flight had a conflict and we needed to contact the airlines. So, I spent 3 days trying to get ahold of the airline. Over 25 hours of hold time mainly on the phone and some time with the chat feature. The airline helped us out and rerouted her flights for the same days. The airline was extremely helpful when I was able to get ahold of someone. Now the bad part. Received another email from Expedia (June 6th 2020 twenty day before flight) stating the airline canceled the flight and they were refunding our money. Well as mentioned above the airline did not cancel, they had changed her itinerary. I contacted the airline again with more hold time. They told me that Expedia had requested a refund for the flight. They said that they have no choice but to refund the money to Expedia. So, I got back on the phone contacting Expedia. First attempt on hold for 50 minutes and then they disconnected. Appeared the representative didn’t know how to properly connect the call. Got back on the phone to wait on hold. I also went online using the Expedia chat. While on hold on the phone a chat agent connected (after 2 hours waiting for her) and she starting working the issue after about 30 minutes typing, she must have felt like she could not handle the Error by Expedia so she disconnected the session without any notification. I stayed on the there waiting for her to get back and 1.5 hours later it asked me if I wanted to start over. So finally, after 3.5 hours on phone hold, I was connected with an agent. He realized about 20 minutes into the call, I needed to get to a supervisor. He said he would connect me but the wait was long. Supervisor finally connected and was being very helpful. She said that Expedia had wrongly requested the refund, because a passenger did not request it. She stated she needed to contact corporate office to get approval to get a new itinerary/Flights. This because it was going to cost Expedia in excess of $600 above the original cost out of their pocket to correct their error. She requested my phone number twice just in case we were disconnect, because she knew I had been on hold for so long. She stated she would call me back if that happened. Well after 30 minutes she got back on the line and said she was still waiting for an answer. Put me back on hold. Now it was getting to be after 5pm Mountain time and low and behold disconnected. I was on the phone over 5 hours. I waited for a call, never happened. I hoped that I would get a call back Sunday morning. Nothing. Now I was getting concerned, do I go on and get a ticket. There were only 2 left for the days needed. Got on Expedia chat at 7am waited just 20 minutes. Chatted with agent and he said that there were notes from the corporate office saying that since the monies was refunded there was nothing that could be done. I request to be connected with a supervisor. He asked for my number and called me. He stated that the supervisor would not be able to do anything different. Hold again. Talked to a so-called corporate manager. She said again that since the refund was initiated that nothing could be done. She was apologetic and wished there was something she could do. Now over 25 hours on phone with airline and over 6.5 hours on phone with Expedia. Had to make new reservations and cost us an additional $600 to get a flight. Expedia never offered and compensation, credit, or any apology. I will not use Expedia again to book my travels. I’m veteran and my mother a spouse of a veteran and to be treated so poorly for a mistake made by Expedia.
HORRIBLE CUSTOMER SERVICE.
Booked inter-island flights in Tahiti. They purchased the tickets through a 3rd party (Hahn Air). When the flights were canceled due to Coronavirus, Expedia had NO IDEA what to do. They tried to rebook - process failed because they didn't have the waiver code. THEY suggested I request a refund - then sent me an email and said the vendor (Hahn Air) would not accept a refund and that I need to call them back. Both times I waited 4 hours. I appreciate in March and April that Coronavirus caused issues - the fact they had poor service in June is 100% their fault - not Coronavirus.
I was trying to use my *** Airline credit. I can only do it through an Expedia agent. Fair enough. Well then they told me the price of my new flight was going to be $321.91 more per passenger. Well I was looking through *** website and the same flight was $218 on their website. To book in first class for the same flight is $435. This is just horrible on so many levels. There is now no trust from me to them.
July 20,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased a package that included three one way Economy fare tickets
with *** Airlines for domestic travel on April 10, 2020, at a cost of
$380.39 per ticket. Due to
the airlines pandemic flex policy, the customer was able to cancel the flights
and use the full value towards new flights without paying change fees.On June
12, 2020, the customer used the tickets towards new First Class domestic fares with
the airline at a cost of $436.10 per ticket. The additional cost for the three
tickets was $167.13.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. I had to call back 2 times and finally someone with common sense understood what I wanted to do. I resolved the issues. Thanks ya’ll.
Sincerely
Hello this is regarding a refund for my flight that I had to cancel due to Covid-19. I been trying to get a hold of Expedia through chat. I started a chat with Expedia but I been disconnected several times. I been issued a refund approval through the airline here is their email:
Message From Consumer Affairs
6/5/2020 - Case: ***
*** - ***
?***
I'm sorry to learn that you are unable to travel with us as scheduled due to the concerns of COVID19.
As an extended courtesy, I have authorized our Refunds Department to refund your reservation. As your reservation was booked through a third party travel agency, please contact them directly to complete our refund process. They may require the waiver code: ***.
Thank you for choosing *** Airlines.
Sincerely,
***
Resolution Coordinator
*** Airlines, Consumer Affairs Office
Please refund my flight per the email approval from *** airlines.
Please call me if you have any questions
Hi my complaint was resolved by the company.
Refund issued.
Thank you
Will not refund $751.50 via *** for their cancelled flight. Did not work hard enough to get me the refund of which I am owed. The airline cancelled the flight not me.
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
a refund. We understand that Ms.
is asking for a refund for the cancelled *** flight.
Our records indicate on February 23, 2020, Ms. or an authorized user of the
Expedia account, self-booked a one way flight on ***
departing on June 6, 2020 flights from Newark,
NJ, USA to Nice, France along with the Flight Protection Plan via ***. We can confirm on June 3, 2020, the customer called in to get a refund for the flight reservation that was
changed by the airline. Our representative reviewed *** COVID19 policy
and it states if an airline schedule change is greater than 120 minutes the reservation
is eligible for refund. The
representative documented that the refund was restricted in the system and was
unable to submit for the refund.On June 8, 2020, an Expedia representative reviewed
the *** policy and emailed the customer.
The email apologized that *** COVID19 policy does not allow for a
refund but advised the cancelled reservation was eligible for a future travel
credit of $751.50.After further
review of the reservation and the notes on the account. Expedia contacted
*** on July 21, 2020. *** confirmed they issued a refund
for $751.50 to card ending 4247 on June 16, 2020. 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 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
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
Hello,
I booked a flight through Expedia at a cost of $1,194.05. The Airline Expedia booked through cancelled this flight/my ticket due to COVID-19. Since then, I have not received any information about a refund or travel credit, besides one generic email sent on March 26, stating I would be receiving airline credit:
"We’ve issued an airline credit for your flight. You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight. All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon." -Expedia.
The follow up email was never sent with the details of my airline credit, and there was no option given to receive a refund instead of travel credit. Unfortunately, that was my only week available to visit Korea, I am unable to reschedule. I would like a full refund for the cost of the ticket. I've tried getting in contact with Expedia, but am only put on long holds with no end in sight. I've tried using the virtual chat, and have been met with the same message: "All our chat agents are working with other customers right now. Please check back with us in a little while..." I've gone through this process of waiting several times, but am unable to reach an agent. I've seen no effort made by Expedia to refund the cost of my ticket.
I know it must be a stressful time for the airlines right now. However, I would like to remind Expedia of the U.S. Department of Transportation's Notice, issued on Friday, April 3, 2020:
"The obligation of airlines to provide refunds, including the ticket price and any optional fee charged for services a passenger is unable to use, does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).
The Department is receiving an increasing number of complaints and inquiries from ticketed passengers, including many with non-refundable tickets, who describe having been denied refunds for flights that were canceled or significantly delayed. In many of these cases, the passengers stated that the carrier informed them that they would receive vouchers or credits for future travel. Because the COVID-19 public health emergency has had an unprecedented impact on air travel, DOT’s Aviation Enforcement Office will exercise its enforcement discretion and provide carriers with an opportunity to become compliant before taking further action. However, the Aviation Enforcement Office will monitor airlines’ refund policies and practices and take enforcement action as necessary." -U.S. Department of Transportation
While these circumstances are out of anyone's control, it is the responsibility of Expedia to refund its customers, or at the very least, make the process more user friendly so customers can reach agents.
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 refund. We understand the Ms. would like a full refund for the cancelled
flight.
Our records indicate on February 6, 2020, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights, the departure flight was on *** Airlines, departing on March 21, 2020,
from Los Angeles, CA to Seoul, South Korea, returning on March 28, 2020 via ***. We can confirm on March 10, 2020, the
customer called in to cancel due to COVID-19. Our representative advised that she is not
eligible per the airline policy. Normal
cancellation applied, needs to wait until March 15th or 18th, 2020.On June 16,
2020, the customer communicated with our social media team requesting a refund. Our representative contacted *** Airlines and they authorized a waiver code
for the refund.After further review on July 22, 2020, Expedia confirmed *** Airlines processed a
refund for $1194.05 on June 24, 2020 to card ending ***. The customer would
need to contact *** Airlines for the refund timeline. *** Airlines took
the original as the merchant of record and will issue the refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carrier and merchant of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.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
A purchase was made on Expedia.com (Itinerary #***) for a flight with *** on March 11, 2020 at 9:22pm CDT for $1,057.42 (2 tickets at $528.71 each). We tried to cancel the flight within the 24 hour time limit, but had difficulty due to Expedia website and phone lines issues due to high volume. The website and phone line issues were because that same evening (March 11th) the U.S. goverment requested all U.S. citizens return home due to coronavirus concerns. Within 24 hours I did the following: First, I tried to cancel via the website cancel button multiple times, the website issued an error. Second, I tried calling to cancel and I was either disconnected or on hold for hours. Third, I used the Expedia chat/virtual assistant to request to cancel and I did receive an email from Expedia saying they are processing the request and I should hear back within 5 days. (The email dated March 12, 2020, 8:35:47am CDT) assigned Case ID: [REQ-***] to the request). Since that email, I have not received a credit to my credit card for the cancellation nor heard anything back from Expedia. In fact, the charge was processed on my credit card showing up as *** as the merchant, not Expedia. I do not know where the processing of the Case ID stands. I have tried contacting Expedia via phone, email, website and am unable to contact anyone. I want Expedia to credit my credit card since I did cancel the purchase via chat/virtual assistant within the 24 hour cancellation.
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased two tickets with *** on March 11, 2020 PST, for
travel from Madrid, Spain to Lisbon, *** on March 12, 2020. The flights
were within the void period until check in, and the fare was refundable with no
penalty.We are sorry
to hear that the customer was unable to contact Expedia to complete the
cancelation. The original ticket value was forfeit due to no show. As a
courtesy we have refunded the original form of payment in full for $1057.42.
The refund time frame varies based on the processing time of the credit card. 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.
Sincerely
My wife and I purchased tickets through Expedia to travel from Los Angeles to Vietnam on Jan 19, 2020, via Air ***. The trip required transit in Beijing for a few hours, Early in Feb 2020, because of the outbreak of Covid-19 , while we were in Hanoi we were informed that "your return flight is now cancelled, and Air *** has initiated a refund of 315.00 USD per passenger..." (Expedia email to me dated 2/20/2020,) Itinerary ***, Case ID.
Since the receipt of that email from Expedia I have contacted their "outsourced" office several times, and each time a "supervisor",would tell me my refunds will be coming in 2 weeks. My most recent call to Expedia (India?) was on May 30, 2020 and was told the same thing "refunds will be coming in a week ". So far again I have received nothing. I have come to suspect something is wrong. I would appreciate Revdex.com's help in get my refunds from Expedia. Air *** told me Expedia is responsible.
Dear Revdex.com,
The problem with Expedia Traval was resolved to our satisfaction. We have received our full refund.
Thank you so much for your help.
I booked flights on *** & *** within Europe through Expedia.com (US). The airlines cancelled these flights. Although both US (https://ww.transportation.gov/individuals/aviation-consumer-protection/refunds) and EU (https://europa.eu/youreurape/citizens/travel/passenger-rights/air/index_en.htm) regulations require airlines to offer full refunds for cancelled flights, Expedia refused to provide a refund, claiming that *** would only offer a travel credit. *** referred us back to Expedia.
July 22, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 12, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with ***, traveling from Frankfurt, Germany to Porto, Portugal departing on June 1, 2020 and returning on June 5, 2020, for a total of $278.35. We understand Ms. is seeking a refund for the flight, based on the adjustments *** made caused by the Corona virus travel disruption.
On May 29, 2020, we received an airline-initiated schedule change that altered the out bound *** flight. Therefore, Expedia sent a request by email to obtain a full refund from *** based on their schedule change notification. However, due to the unprecedented times, *** has imposed certain producers that Expedia must adhere to, therefore, Expedia is waiting on the airlines response.
The U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that Ms. is excepting to receive a full refund vs a credit. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. In addition, *** is the merchant of record (the entity that charged the customer’s credit card) for the departure flight. Furthermore, we are unable to override ***’s (non-refundable) ticket terms.
Moreover, Ms. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia may offer customers the opportunity to book a reservation for a combination of two one-way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a customer to make changes to the other flight, the customer will be responsible for any fees incurred for making changes to the unaffected flight.
On July 22, 2020, we determined that the ***’s flight reservation was changed without an alternative flight. Although, Expedia is unable to reach *** by phone due to the unprecedented times and the airline has suspended third-party processes. We sent another email to *** it appears that the outbound flight was used according to our internal system. This is a concern, which is another reason we must communicate with ***. We cannot provide an exact date that *** will respond to our refund request. However, Expedia will contact Ms. directly, when *** provides their direct findings/resolution.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
Expedia has rescheduled my flights for my family a total of 3 times. The last time they booked me with *** Airlines. On the date of the flight *** Airlines says they don’t have my family on their records. My wife then goes to *** as I’ve been on the phone for 3 hours on hold for 99% of the time. *** and *** both stated Expedia made changes and did not consult the airlines. *** never got paid for my booking. *** was never told of the change. They basically kept the money and never confirmed my flights. Now my family has been stranded at the airport with no flights. The lady (supervisor) was no help as she told me the only choice was to cancel instead of just looking for alternative flights. This is unacceptable and they need to look into my situation. Expedia was no help on the phone. They blamed the airlines and took no blame. Then wanted me to buy a different flight after they took my money. This is ridiculous. Look into this issue.
July 20, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding a one-way flight reservation. We understand Mr. is requesting a refund for his flight due to flight
issues during travel.
Our records indicate that on February 23, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a one-way flight reservation using Expedia’s website, under itinerary *** for three
travelers. Departure on *** Airlines from Jacksonville, FL, to Charlotte, NC on June 7, 2020.
When researching this matter we were able to determine that *** Airlines processed a refund on June 11, 2020,
for the amount of $ 2,712.85 USD. The time it takes the refund to post to your account varies, depending on the time
it takes the airline and your credit card company to process refunds.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the request. We
thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
A group of 5 of us had booked a trip (all on my Credit card) through expedia. The trip was intended to be from April 18-April 25, 2020. Due to the COVID pandemic, AND the fact that all of us were and are essential workers, we were unable to make this trip for multiple reasons. Firstly, the border from the US to Canada was closed to NON-ESSENTIAL travel. This alone prevented us from even getting on a plane since our flight was booked with ***. Expedia did refund our resort fee, but refused to refund the airfare (for both *** and *** airlines). I understand we had "non-refundable" tickets should we CHOOSE to cancel, however these are unprecedented times and we were not permitted to travel at that time. Since I am a Registered Nurse, I wouldn't have been able to go, even if the borders were not closed, as I would have been required to quarantine for 14 days upon my return from travel, and I was needed in the field. Expedia continued to instruct me each time I requested a refund, to reach out to the airlines, which I did. But, on the airlines web-site, it specifically states, "if you booked your flight through a third party, such as expedia; you will need to contact them directly to request a refund." I was being sent in circles.
July 20, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a combined one way fare flight
reservation. We understand Mrs. is requesting a refund for his flight due to flight issues during travel.
Our records indicate that on February 23, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines from Montreal, QC, to Cancun,
Quintana Roo, on April 18, 2020 and returning on *** Airlines April 25. 2020; with stay at the *** Resort - All Inclusive and a ***
Shuttle: Cancun Airport.
When researching this matter we were able to determine that Mrs. *** processed a refund on March 25, 2020, for the amount of $3,408.70
USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process
refunds.
While we regret that Mrs.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
I bought a bundle package for a hotel and flight on Expedia’s website . After I purchased and the money was taken out of my account, the website stated that the hotel was booked after I made my purchase. I contacted customer service who stated I would get a refund in 3 days. I ended up repurchasing the package to guarantee I will still be able to travel where I needed to go as suggested by the agent on the phone . I have still not receive my refund and can not get in contact with anyone at customer service . The refund was $410 that I have still not received back. The purchase still says pending in my account.
July 20, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number ***
regarding a refund. We understand that Ms. is requesting us to deposit
$410.00 into her account. Upon further
research, we were unable to locate an Expedia account or reservation related to
the dollar amount listed in the complaint. We respectfully request that you provide us with the itinerary number of
the booking and/or the email address used at the time of booking. The requested information will allow us to
appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
In January 2020 we used Expedia to book a flight to Nairobi on *** Airlines. The flight we scheduled was for December 2020 to get to our honeymoon destination following our wedding that was supposed to occur in August. Due to COVID, we had to move our wedding to July 2021 and as a result needed to reschedule our honeymoon to Nairobi.
On June 5 (6 months before our flight was scheduled to leave) we contacted Expedia to assist with rescheduling or cancelling/refunding our trip. After waiting 2 hours on hold (understandable due to higher than normal call volumes) Expedia told us that due to ***’s policies, none of our $1,914 flight purchase was refundable or exchangeable. They said that our only option was to contact AIG (the company we purchased flight insurance through) to see if they would provide coverage. We waited on hold to talk to AIG who was also receiving higher than normal call volumes, but this did not turn out to be a viable option for us.
Next, we called *** Airlines directly to better understand their cancellation / exchange policy. After waiting on hold, we were informed that as long as we were not within 24 hours of our flight that we could cancel for a fee of $350 per person. This contradicted the information Expedia had given us when they told us we had no reimbursement or exchange options for our tickets. However, *** Airlines informed us that Expedia needed to open the refund request on their end and we would need to contact Expedia again.
After waiting on hold for Expedia again for an additional 3 hours, the agent again attempted to tell us that it was not possible to issue a refund or exchange for our tickets due to the refund criteria they had from ***. She told us to contact ***’s billing department directly. We explained that we had already been in contact with *** and had been told from the airline that our tickets could be refunded (with a cancellation fee), but this had to be done from Expedia’s end. The agent reluctantly said they could “try” opening a refund request but could not guarantee anything and it would take around 10 weeks with no way for us to track the status. We asked for a tracking number on Expedia’s end and eventually got a ticket number, but she could not give us any reference number we could use to confirm with the airline. She still recommended that we get into contact with ***’s billing department.
We called *** again to try to contact their billing department. We were told that it was not possible for us to contact the billing department directly because the department will only deal directly with the travel agents like Expedia. We were told that only the billing department has access to the status of open refund requests and therefore only Expedia can determine the status of the request.
At this point, we still have no confirmation that a refund request has been opened by Expedia. After 5+ hours on hold, Expedia continues to bounce us back and forth between other companies rather than taking any accountability for resolving our issue. We did not purchase our tickets through *** Airlines, we purchased them through Expedia so we should not be expected to be the middle man in this process.
Ideally, since our current flight is still 6 months away, we would be able to exchange our tickets for a future flight since we will be booking the same flight in October 2021. However, if this is not possible, we would be willing to pay the cancellation fee referenced by both *** agents we spoke with. Expedia has not assisted us with either of these options.
July 21, 2020
Revdex.comAlaska,
Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from
our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of $1914.74.
Our records indicate on January 25, 2020, Mr. or an authorized user of the account self-booked two round trip
flights on *** Airlines departing on November
30, 2020 from Washington, DC, USA to Nairobi, Kenya and returning on December 8, 2020, along
with the Fight Protection Plan via ***.
We can confirm on June 5, 2020, the customer Molly
called in to cancel due to COVID19. The
trip was supposed to be for their honeymoon. Our
representative reviewed the *** Airlines record and per the fare rules the
ticket is refundable less a cancellation fee of $350 per person. The base fare is less than the cancellation
fee, the customer purchased the flight Protection Plan. The airline policy
covers March 1, 2020 through August 31, 2020 to and from any International
destinations on the *** Airlines network. Our representative advised the
customer and advised to wait for an update from *** Airlines, suggested
that she can contact the provider of the protection. Representative advised must call back prior
to the departure of flight. Dan called
to cancel the flight and get a refund. Our
representative advised if the tickets are cancelled before departure, since the
the cost of the fare is less than the penalty, they would not be refundable. Our
representative advised the airline record would be noted but does not guarantee a refund. Expedia would request and referred the
customer to the airline.
After further review on July 21, 2020, Expedia has
been able to verify the rules of the ***
Airlines fare. *** Airlines
COVID19 policy does not cover the customer’s travel dates. The rules of the fare state there is a
$350.00 cancellation penalty per person, should the reservation be cancelled. Since the actual fare is less than the penalty
amount, if the ticket is cancelled there would not be a refund. Expedia verified *** Airlines COVID19
policy and it states, “ for tickets issued
anytime on *** Airlines (***) ticket
stock for travel March 1, 2020 through September 30, 2020 to/from any international destinations on the ET
network.”
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines, and is subject to the rules
and restrictions of those providers. ***
Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to
honor the refund request. If the
reservation is cancelled it would not be refunded based on *** Airlines fare rule, since the penalty amount of
$350.00 per person is more than the actual base fare. The customer may want to wait and see if ***
Airlines COVID19 policy changes, since the current policy is not applicable.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Di-Di *** Corporate Correspondence Team
I have been experiencing financial burden and do not see myself traveling via flight in the future so I do not intend to use a "credit". I have asked on multiple occasions for a refund. They first told me back on April 29, 2020 that it was not with *** airline policies. I reached out to *** Airlines the same day, explaining that I had spoken with a someone from their customer support, who told me that I will need to send my complaint to a specific email portal which I did. After 3 weeks, they finally respond stating in the email "To receive a refund for your flight, you'll need to contact your travel agent directly to have your refund processed". So I contact Expedia again, the same day I received the email from *** Airlines on May 21, 2020. I first try the chat, but was not helped. So I called and spoke with a customer service representative and explained that I have been back and forth between Expedia and *** Airlines and the main reason for my request is the financial burden I am experiencing. The credit is not useful as I don't see myself flying in the near future, mostly as my fear of flying has increased due to Covid. The Expedia representative I spoke with that day summarizes what I just told him and says that he has reached the supervising department and Expedia will be contacting me directly for additional information to issue the refund. It has been over 2 weeks and I have not heard back again from Expedia.
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 a full refund. We understand that Ms. is requesting a refund
of $307.80 for the flight she cancelled.Our records indicate on March 8, 2020, Ms. or
an authorized user of the Expedia account, self-booked a round trip flight on *** Airlines, departing on April 18, 2020
from San Francisco, CA, to Kahului, HI, returning on April 21, 2020 via ***. We can confirm on April 29, 2020, the customer communicated with our online CHAT and
asked for a refund. Our representative reviewed the
airline record and policy and determined there was no refund since the
reservation was voluntarily cancelled. The
representative advised the customer the fare was not refundable and a future
travel credit was applicable to the cancellation, the customer left the CHAT.On May 21, 2020, the customer called and requested a refund. Our representative reviewed the airline policy
and advised a future travel credit was applicable. The representative advised the ticket validity
had been extended to two years from date of original ticket issuance (March 7,
2020). Our representative advised the
customer no refund was permitted. The
customer advised that she has an email from the airline advising of the refund. After further review on July
21, 2020, Expedia confirmed the customer
cancelled the reservation via electronic web form on March 19, 2020. Expedia emailed the customer a cancellation
email which advised of a flight credit for $307.80, the email was opened and
reviewed once. The ticket is not-refundable, the customer needs to contact our
Customer Service Department 877-227-7481
when she is ready to exchange the ticket, the exchange fee is being waived by *** Airlines but should there be an increase in the
cost of the new ticket, it would be the customer responsibility.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.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.
Based on the above Expedia is not able to honor a
refund. Thank you for allowing us the
opportunity to address the issue that was brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely, Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
their information is incorrect. First of all, The Shelter in Place order was given in San Francisco on March 17th. I did not voluntarily cancel; we were already in a pandemic and it was mandatory advice by the City not to cancel. It was also trying to avoid these wait times due to the pandemic. Second, they told me I need to reach out to *** Airlines which I did and they said that I need to contact the third party, which is Expedia to issue my refund. So I contacted Expedia and told them that *** Airlines provided an email saying that the refund should be issued with Expedia. The Expedia Service Member I spoke to on the phone said a Supervisor would contact me directly to gather more information. He also said that I would be contacted within a couple days because it was supposedly sent as an escalated situation because I have been inquiring about the refund. No one ever contacted me thereafter. After nearly two weeks of waiting for some kind of contact, I left my complaint to Revdex.com and again, now after another month, they finally make some indirect contact with this heinous response. I have repeatedly expressed my fear to fly now since the pandemic and there is no chance that I would be using this credit in the near future. Furthermore, I have expressed that Covid-19 had put me in a financial burden. Expedia’s response is completely misleading in their response as to how they have handled my numerous requests. I am completely appalled at their lack of empathy, especially during these very difficult times.
Sincerely
July 31, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***.
As stated in our previous Revdex.com response Ms.
***’s *** Airlines reservation was
cancelled on March 20, 2020, via online electronic web form. The cancellation created a future travel
credit of $307.80; valid until March 6, 2021. The customer needs to contact our
Customer Service Department 877-227-7481 when she is ready to exchange the
ticket, the exchange fee is being waived by *** Airlines but should there
be an increase in the cost of the new ticket, it would be the customer
responsibility. Based
on the above we are not able to honor a refund request. Thank you for allowing us to address this
matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di
*** Corporate Correspondence Team
Complaint: ***
Dear Revdex.com,
I am rejecting this response because:
As stated in my previous emails, I have contacted Expedia on numerous occasions in which they deflect their responsibility to *** Airlines. I have reached out to *** Airlines which they then advised me to contact Expedia for the refund. I have submitted the email in my previous rebuttal and Expedia continues to deny my refund. I have been experiencing a financial burden and a fear to fly with the global pandemic still taking place.
My hope here was that Expedia would resolve this issue and grant my refund and continue to use their services for their other accommodations (car rental, hotel stays), however after this experience, I never want to use Expedia ever again. They just take your money and create excuses as a third party. Disgusting.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a trip before the violent protests had broken out in Colorado. A couple days before they reported shots fired and higher cases of CoVID-19 so I cancelled and they would not refund me the flights. Expedia instead issued an UNOBTAINABLE flight credit which I have been on hold for four hours with no one to help me use this. This is extremely inconvenient and inconsiderate to the customer who is already taking less in a credit with a company that is not adjusting to the violence and sickness our country is experiencing.
July 8,
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 five nights with the *** Hotel, Denver, and roundtrip flights with *** Airlines, via itinerary ***.On June
3, 2020 the customer canceled the package and received a refund of the hotel
and a credit with the airline. On June 9, 2020 the customer used the flight credit
to purchase new fares with the airline to travel roundtrip to Vail, Colorado.
As such, there is no longer a value on the tickets.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was forced to call several times and paid more out of pocket for an agent to take 30 minutes to book the ONLY flight coming in and out of Vail. Their incompetency not only cost me more but they hung up after hours of a wait and then I had to call back re-do the entire process. The point is you issue an airline credit but do not provide even reasonable customer service to get it applied. I tried for hours to book tickets that without the credit through Expedia, I could’ve gotten done directly through the airline. That is completely unacceptable.
Sincerely,l
Terrible customer service and company ethics. 3 months later and no refund. Lied to me multiple times, spent probably close to 50hrs on the phone(I know, dumb, but at this point it’s for the principle). I even got them lying to me in writing! Can’t wait for a class action suit!
Avoid this company, and look up what other companies they own. This is the only company that screwed us during the covid pandemic.
Every other company we traveled with momentarily refunded all the funds.
Not these guys!
Never again traveling through them!