I purchased a package deal to go to Greece in May of 2020. Tried to contact them since March, couldn’t get through the phone lines. Purchases their travel insurance. It’s June and I still have yet to receive any type of refund and no one at Expedia knows what’s going on. I’ve spent MANY hours on the phone to resolve this and have gotten NOWHERE. It took them 60 seconds to take my money and now coming up on 4 months and they claim they know “nothing” they just say they will send an email to the properties. But it takes 15seconds to send an email and then they do nothing for a month until I call.
I am a Expedia Group Company rewards Gold member and I have been attempting to purchase a flight with my rewards unsuccessfully. In the terms and conditions, it clearly states that the only limitation for booking flights is that the rewards must cover the full value of the flight. They have confirmed that I have 55,465 reward points and based on their calculations on their website these points are worth $396.03. The two round trip flights I would like to purchase have a trip Total: $392.40. The website does not enable me to use the points so I have been calling Expedia for three days, a total of 6 hours on the phone with their agents and in the first two calls, made Friday June 5 and Saturday June 6, the call was disconnected after speaking with the representatives for hours without resolution. Each time the representatives attempted to rid themselves of me making a wide arrange of false claims, such as that flights can not be purchased with reward points; that the flights have two values: one value when purchased with reward points and another value when purchased with dollars; that some flights are not eligible to purchase with points. None of these conditions are mentioned in their rewards program Terms and Conditions. I believe they are attempting to not honor their rewards program terms by not accepting rewards to purchase flights and convince people to pay with US dollars or comparable global fiat currency because they are experiencing financial difficulty as a result of COVID-19. I do not believe the current financial downturn to be justification to not honor the terms and conditions of their rewards program.
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 has 57,595 points currently. If they book the flight or other item
they need and reply to this Revdex.com complaint with the itinerary number we will
deduct the points and refund the original form of payment on the itinerary number
provided. *** The itinerary number must be booked in the same account that the
rewards points are in for security reasons. ***Currently,
the Expedia Rewards program allows points to be redeemed as 140 points per
$1.00 spent on hotels, flights, cars activities or packages, which are prepaid.
If a standalone VIP Access hotel reservation is booked the points may be
redeemed at 70 points per $1.00 spent.Prices
are not guaranteed for items booked and may change without notice. Pricing and availability
are set by the travel suppliers and not with our control.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
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 itinerary # ***
I have since canceled the flight but was not refunded the cash money I paid for the flight, so I would need a $USD refund for my original purchase made with my credit card.
Expedia is refusing to refund my credit card when the airline cancelled my trip. I did not cancel. They cancelled related to covid. I also purchased the travel insurance. I demand my refund not a credit. They cancelled NOT me.
Expedia.com Response
• Jul 18, 2020
July 17,
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 roundtrip flights with *** Airlines for two passengers
to travel from New York, NY, USA TO Milan, Italy on June 1, 2020 and return on June
19, 2020. The air fare was nonrefundable with no date changes allowed.The customer
canceled the flights online on April 19, 2020. At that time, the flights had
experienced a 10 minute time change, but had not been canceled. The airline was
offering a credit without penalty in place of lost value, per the fare rules.The
customer requested refund. On May 20, 2020 we got the approval to process a
refund. However, the refund could not be processed because the customer
disputed the credit card charges.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 have a booked flight for me and my family on July 8th from Prague to Dubrovenik . I received an email from the Airline that the flight has been cancelled and Expedia should reach out to me with a solution regarding the refund . I have been trying to contact Expedia through their Chat Help for many hours today and they just shut off the conversion once I ask for a refund , I tried through phone call and I waited more than 1.5 hour then the agent hang up on me . How can I get my money back. I don't want any alternative flight or other connections . I simply want a refund
Expedia.com Response
• Jul 19, 2020
July 18,
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 four tickets with *** Airlines for one way travel to Dubrovnik,
Croatia on July 8, 2020.The
flights were canceled and we reached out to the airlines to get authorization
to refund. We received authorization and are currently working with the airline
via the process they provided us to initiate the refund. The refund time fame
is up to 8 weeks based on the processing time of the airline and credit card
company.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 purchased a hotel stay in February 2020 through Expedia.com for travel arraignments in March due to COVID-19 I was unable to make that travel outside the country because every international country had travel restrictions in place and the airline had canceled my flight I try reaching out to Expedia which I was unable to because they were not answering their phones or I was getting a busy tone, so I decide to send numerous emails which have not been answered since March. I followed their prompts online and the email letter they sent every customer and still no results. I even reach out to the property that I booked through Expedia and was told that they could not issue a refund that I will have to contact Expedia. I finally got Expedia in April, and the representative stated a refund would be issued, which is showing on my account on their portal when I log in it shows the amount paid and next to it REFUNDED. However, I have yet to receive that refund I have been calling every month and still getting the runaround.
Expedia.com Response
• Aug 05, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on March 7, 2020 via Hotels.com website for arrival on March 17, 2020 departure on March 19, 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.On July 3, 2020, the customer made reached out to customer care to ask for a refund due to the COVID19 pandemic. Since the booking was post-stay, customer care assigned the booking to an offline team for voucher issuance. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** by ***, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jalen B.Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because: hotel they have listed is in correct I reached out to the property who stated they have not charged Expedia for said booking and agreed to the refund I have yet to receive a full refund today. The property agreed to a refund not a credit.
Sincerely
Expedia.com Response
• Aug 06, 2020
Refund info then below thatOur records indicate the customer filed a dispute with their financial institution causing the refund to fail.In Conclusion/ResolutionAfter further review with our payments team we were able to confirm that the customer will be receiving the refund through their bank directly rather than Hotels.com
I booked a flight on *** (also known as *** Airlines) through Expedia.com for 3 passengers on 1/26/20. The flight was BOS-PDL-PIX (***/***), costing a total of $1725.00. The flight was scheduled for 6/16/20.
On 5/14/20, Expedia notified me through email that my flight had a schedule change, and was departing on a different date. On 5/25/20, I received notification from the airline that my flight was canceled.
I contacted *** on 5/25/20 by email (***) and requested a refund. They told me I needed to contact the travel agency to receive a refund. I contacted Expedia on 5/25/20 by phone and requested a refund. I was initially given a link (***) to "request a full refund." However, this link only offers a voucher that expires in under a year, and has additional limitations. The customer service agent telling a customer this was a full refund is incredibly negligent and deceitful. They then told me they would investigate the airline's policies, and respond to me within a week. For this call, I was given reference #: ***. I received no response within a week. I contacted Expedia again on 5/31/20 by phone. Again, I was given the same link as above offering a "full refund," that was actually nothing similar. They then told me that they had received no response from ***, and that there was nothing they would do until the airline responded. I asked if there was a reasonable timeframe that they gave the airline, considering DOT's policy about a refund being processed within 7 days. They said there was no limit on how long the airline had to respond. For this call, I was given reference #: ***.
This request for a refund is consistent with longstanding U.S. Department of Transportation requirements (https://www.transportation.gov/individuals/aviation-consumer-protection/refunds...⇄ as well as recent notice issued April 3, 2020 by the Department of Transportation directly related to cancellations due to Covid-19 (https://www.transportation.gov/briefing-room/enforcement-notice-regarding-refun...⇄
Expedia.com Response
• Jul 19, 2020
July 18,
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 one way flight with *** for travel to Pico
Island, Portugal on June 16, 2020. On May
20, 2020 the flights initially scheduled were canceled. The airline can provide
another flight or a refund. On June 4, 2020 the customer requested a refund and
we emailed the airline for approval and a waiver for the refund.We
received the waiver and approval to refund from the airline. The tickets were
refunded on June 19, 2020. The refund will be coming back from the airline to
the original form of payment. The refund time frame varies based on the
processing tiem required by the airline and 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 19, 2020
Complaint: ***
I am rejecting this response because:
Expedia's explanation of events is inaccurate. I initially called Expedia on 5/25/20 requesting a refund. On that call, they gave me dishonest and false information about the refund - they claimed I could only receive it by contacting the airline, even though they were the company I had exchanged money with; they sent me a link to "request a refund," even though the link was to request a voucher with extremely restrictive language; and they told me I would be contacted back within 7 days, which did not happen. The refund was only issued after filing a chargeback with my credit card company who then instigated an investigation. Expedia made efforts to prolong the time required to refund the money, even though the case was cut and dry. I likely wouldn't even have the refund now had I not submitted complaints through Revdex.com and a chargeback with the credit card. Additionally, Department of Transportation regulation calls for refunds to be issued within 7 days of a cancelled flight, if the flight was cancelled by the airline and paid for by a credit card (both are true in this case). Expedia wasn't even close to coming within this timeline.
Expedia sold me a 5 day stay at this location: https://www.expedia.com/***.
The owner physically threatened me and stole my property. This is not made up! I want a FULL refund and for that house they are renting to be off Expedia. Expedia’s response is to take no action against the host, hang up on me and pretend like this is not happening. I’m going to sue both of them together, however, I have no money. I’m on the street because of Expedia and they won’t even give me a refund.
Expedia.com Response
• Jul 28, 2020
Complaint Reference Number: ***Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on June 3, 2020 via *** for arrival on June 3 and departure on June 7,2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made before 12:00 AM local hotel time, Monday, January 1, 0001 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Because the guest booked for same-day arrival the reservation was non-refundable. The customer care team reached out to the hotel manager who said he was unaware of any issue and the reservation would be charged in full. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
I booked a flight with Expedia using my flight cancellation credit due to COV-19. I received booking confirmation from airline on the day of booking(6/4/2020) Today(6/6/2020) Expedia email me about flight cancellation. I called airline and found the flight is not canceled, but the Expedia agent did not complete booking process. I then talked to an Expedia agent online to resolve the issue. After almost three hours of waiting, I realized the agent is not responding at all. Phone calls to Expedia are also put on hold forever/
Expedia.com Response
• Jul 19, 2020
July 19,
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 flights with *** Airlines for two passengers on February
17, 2020. The flights were canceled and the tickets were available to use
towards credit.On June
4, 2020 the customer inquired on providing a flights from Indianapolis to
Seattle on June 27, 2020 for one passenger. The flight was not ticketed and any
amounts that were authorized on a credit card for the exchange were not used.We are
sorry to hear that the customer expected the flight and did not receive it. No
charges were completed or posted for the exchange. If the customer needed to
purchase an additional flight or had expenses due to the flight not being
ticketed, please provide any documentation and explanation of the expenses so
they may be considered.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 to cancel my flight because of COVID-19 and Expedia issued me a credit for my flight. Now that I'm trying to use that credit, I've been on hold for HOURS, only to get hung up on. I've tried reaching out via phone, via chat, via facebook messenger, via twitter messages, and I have been contacted back via facebook messenger and twitter, but there has been no help whatsoever. I understand that a lot of companies are experiencing long wait times, but I've seen complaints about people waiting up to 5 hours on hold only to get hung up on.
Expedia.com Response
• Jul 19, 2020
July 19
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 flight for one passenger with *** Airlines that was
nonrefundable with changes not allowed. They later canceled it and were able to
retain credit without penalty for future use due to the Covid pandemic. The records
show that the passenger contacted *** Airlines directly on June 6, 2020
and had the ticket reissued to provide a flight for June 26, 2020 that is
considered to be used.We regret
to hear that the customer had any difficulty contacting either Expedia or the
airline during this unprecedented time. We offer agents that can assist
customers 24 hours per day, seven days per week. Calling during off peak hours
may result in less hold time.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
On 4/24 I was scheduled to travel from Phoenix to Sao Paolo. I booked my flight through Expedia. However due to COVID-19 all of my plans were cancelled except for this flight. The issue is that the borders around Brazil were closed. So I had no way getting a direct flight from Expedia the same day I was informed of the border closure. Now I understand it was a non refundable flight however the airline I was traveling with can not accommodate my needs. Expedia as the booking agent said *** refused to provide a refund only a credit. I cant request a refund from *** because they send me straight back to Expedia. So as a last resort I initiated a chargeback from my bank. They gave me a temporary credit while they investigated. A couple weeks later I was informed the case is closed and the temporary credit is being sent back to the airline and I have no way to file an appeal.
Expedia.com Response
• Jul 20, 2020
July 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia #:
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 12, 2020, Mr. *** or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with ***, traveling from Phoenix, AZ USA to Sao Paulo, Brazil departing on April 24, 2020. The flight reservation included a flight protection plan, for a total of $1,198.92. We understand Mr. *** is seeking a refund from Expedia based on the Coronavirus Pandemic disrupting his trip.
On March 27, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. completed an online form to cancel his flight, based on the closures in Sao Paulo, Brazil. The record shows, Mr. contacted Expedia by phone on April 24, 2020, to request a full refund. In accordance with ***’s cancellation policy Expedia informed Mr., that his reservation is eligible for a future travel credit with ***.
On May 26, 2020, Mr. contacted Expedia to request a future travel credit document to be emailed to him for his records. See the following future travel credit confirmation,
Dear ***,
We are contacting you from Expedia in regards to your cancellation request for your flight booking going to Sao Paulo, Brazil.We would like to inform you that we have verified that your itinerary *** has been successfully cancelled and you are holding an airline credit. Find below the rules and restrictions:*Original amount paid per passenger: 563.46USD*Ticket validity date: ?Flight credit valid for 24 months from cancellation/schedule change date.*New ticket must have at least one flight segment on the original airline *New ticket must be for the same passenger(s) as originally booked.*Since the ticket is non-refundable, flight credit will also be non-refundable.*New ticket must depart from the same country as the original ticket.We verified that *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Additionally, Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
See ***’s cancellation policy, that was provided to Mr. *** prior to him agreeing to book the flight reservation:
***: Ticket is refundable, anytime charge, 300 USD Fee, for cancellations
Upon further review, on July 20, 2020, Expedia contacted *** to obtain their authorization to submit a refund on Mr. behalf. *** stated according to their flexibility policy, flights departing beyond, March of 2020, are not eligible for a refund. However, Mr.’s tickets are refundable minus a $300, fee per passenger. In addition, Mr. may send an email to ***’s customer care department to request the penalty fees be refunded due to the travel closures.
We understand these are unprecedented times, therefore, we contacted Mr. to discuss ***’s terms from above. However, Mr. contacted Travel Guard and he submitted his claim, which got approved. He stated that a full refund is currently pending and he will receive the funds by check for a total of, $1126.92 shortly.
Due to the information provided above Expedia is unable to honor Mr. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
My flight to the UK was cancelled by the airline. I booked through Expedia.com. They state they have made an email request for a refund but it might take up to ten weeks.
Expedia.com Response
• Jul 21, 2020
July 21, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show January 13, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** Atlantic departing on June 29, 2020, from New York, NY, USA to Manchester, England, UK and returning on July 7, 2020, for a total of $1,757.81. We understand from Mrs. is seeking a date confirmation of a refund due to an airline schedule change that cancelled the reservation.
On January 12, 2020, Mrs. contacted Expedia to add a minor to the flight reservation, we advised that based on the age of the passenger we informed Mrs. to contact *** Atlantic to complete the addition to the record.
We can confirm on June 4, 2020, Mrs. contacted Expedia to determine if she could cancel the flight for a full refund. Fortunately, *** Atlantic issued a flexibility policy to override their non-refundable conditions see below:
*** Atlantic Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed
*** Atlantic Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowed
Between June 4, 2020 to July 21, 2020, Mrs. contacted Expedia to request a full refund based on the cancellation. We discovered that due to the major airline-initiated schedule the customers flight was deemed eligible for a full refund. In order to complete the full refund, Expedia attempted to submit the request through our internal system. However, *** Atlantic placed a third-party restriction against all third-party processes. Therefore, due to the unprecedented times, *** Atlantic is unavailable by phone, therefore, we sent several emails to *** Atlantic to request a full refund on behalf of Mrs..
Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Atlantic.
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 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.
On July 16, 2020, we received a response from *** Atlantic, as a direct result of the crisis and global travel restrictions, *** Atlantic has made significant cancellations within their flight program and they’ve received a significant number of refund requests. This has imposed major delays in processing. We are unable to provide an exact date that *** Atlantic refund will be deposited back to Mrs., original form of payment.
In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** Atlantic has full control over Mrs. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In conclusion, Mrs. may contact *** Atlantic to discuss the application’s status.
Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Customer Response
• Jul 22, 2020
Complaint: ***
I am rejecting this response because: There is continued miscommunication and confusion in regard to my flight credit or refund. I spoke with *** Atlantic and they said they will be refunding my flight payment back to Expedia and that Expedia has to reimburse me. I did get an email from expedia saying I do have a flight credit but it was not clear if the flight credit is with expedia or *** Atlantic. I received another email today stating my flight has been cancelled? which didn't make any scene whatsoever. Expedia also lied in their response. I did not cancel my flight or ask to cancel my flight. After *** Atlantic cancelled my flight, I kept calling to find out the status of my refund and each time was on the phone about an hour with no straight answers or confusing answers. I understand refunds and credits will take some time because of covid but the lack of communication is awful. I just want expedia to give me a full refund, they hold my money now, not *** Atlantic.
Sincerely
Expedia.com Response
• Jul 29, 2020
July 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for for***ing the consumer rebuttal from Mrs. *** ( Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/ or resolution offered. We reviewed Mrs.’s Revdex.com response which further addresses her concerns, while refund eligibility is determined by the airline, we are working incredibly hard to purse a refund from *** Atlantic on Mrs.’s behalf.*** Atlantic has restricted third-party refunds/processes. Therefore, we are required to send all refund inquiries/requests directly to *** Atlantic for review. The following message was automatic in its reply to our refund inquiry on behalf of Mrs..We want to reassure you that refund requests are a priority and the work to process these is ongoing, these cases are prioritized in order of the oldest to the newest request, therefore, working from March 2020, on ***s. The time-frame *** Atlantic provided to Expedia is approximately up to a maximum of 120 days in total to reach/resolve Mrs.’s case. 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.If Expedia receives a more direct response from *** Atlantic in regards to our request we will reach out to Mrs. directly. However, the customer may visit *** Atlantic’s website to review/verify the flights status. That will help her to see if the tickets get refunded, based upon the length of time *** Atlantic could take to resolve our request.Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia who runs *** Travel rips off military. I used 48,000 of rewards points to book a flight on *** Travel. My trip was canceled from COVID-19 and restrictions put on me by military and they are saying I have to use flight credit at Lufthansa. A) I can no longer afford to go to Europe now (and am restricted from going there by Army) and B ) I will be deployed next year when credit has to be used.
I cancelled a trip to Florida and later the Airlines cancelled this flight. Immediately I received an email stating Expedia would be in contact with me within 5 days. Have never heard from them. Have emailed them, called nearly 6 times always to be “disconnected”. Can’t get any response from them.
Expedia.com Response
• Jul 19, 2020
July 19, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) in regards to a flight reservation. Our records show on January 7, 2020, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines traveling from Denver, CO to Fort Lauderdale, FL departing on March 16, 2020, and returning on March 20, 2020. The flight reservation included a protection plan, for a total of $1201.60.Between June 5, 2020 to June 7, 2020, Ms. contacted Expedia to discuss the value of each ticket to determine the reservations eligibility for a refund. Therefore, we contacted *** Airlines to advocate on the customers behalf by requesting a full refund. Based on *** Airlines no show policy the flight reservation was cancelled/suspended by the airline. However, the flight wasn’t cancelled prior to March 16, 2020. Regrettably, *** Airlines advised that the reservation cannot be used as a future travel credit or a refund, due to the non-refundable restrictions. Additionally, *** Airlines is the merchant of record ( the company that charged Ms. credit card) on this itinerary.
Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to each airline’s policy. Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Upon receipt of the Revdex.com complaint, on July 19, 2020, Expedia contacted *** Airlines to request the suspension of the tickets be removed. This is based on the Corona Virus pandemic, that has caused global travel disruptions. Fortunately, *** Airlines lifted the suspension status from each ticket. The flexibility policy found on their website, shows that Ms. tickets valued, at $1121.60, became a future travel credit. In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. The future travel credit must be used/completed prior to January 6, 2020. In order to use the two credits of $560.80, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481 for further assistance/instructions.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
Customer Response
• Jul 19, 2020
Complaint: ***
I am rejecting this response because: When calling into Expedia on 7/19/20/20 as Mrs. stated I needed to do, no one seemed to have any clue about this email or the credit. She also left me a voice mail with no way to get ahold of her. Was on hold for over 3 hours and once again Expedia had no idea how to get me a credit. Again as stated I did cancel the reservations with expedia prior to March 16th they in turn never got around to cancelling it with *** and *** actually cancelled the flight on that day. Mrs. says I can have a credit until January 6, 2020 - in which 2020 has already passed! Please resolve this as your customer service call numbers have no idea how to handle this nor did they even receive a copy of this email!
Sincerely
Expedia.com Response
• Jul 22, 2020
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) in regards to a flight reservation. On July 19,2020, the flexibility policy found on their website, shows that Ms. tickets valued, at $1121.60, became a future travel credit. In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. The future travel credit must be used/completed prior to (January 6, 2022). In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. In order to use the two credits of $560.80, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481 and reference case (O-162027) for further assistance.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
Customer Response
• Jul 23, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I received an email from Expedia informing me that my flight was cancel and there was no comparable flight available. I then check the website it indicated that the international flights to and from Sweden were canceled from our itinerary, but the domestic flights remained. (These flight are different from our original booking. Different departure time and also different flights. I called Explain on 6/4/2020 to confirm and ask for advice regarding what I saw on the Expedia app about the remaining flights. I was transferred to another dept. while on hold the call was dropped. Moment later I received an email stating that I had cancel the flights. (Which is I didn’t.Why do I need to cancel the flights since Expedia confirmed me the flights were canceled by the airline from Expedia email on May 27,2020? ), and due to my cancellation of the flight I would not be eligible for a refund, only a flight credit. These credit are only can be used with the original airline (***) . A credit for these flights is in my view unreasonable and terribly inconvenient.
Expedia.com Response
• Jul 21, 2020
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 8, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile Site under itinerary ***. Travel was with ***, ***, and *** Airlines, traveling from Greensboro, NC USA to Stockholm, Sweden departing on June 11, 2020 and returning on June 22, 2020, for a total of $1,949.00. We understand Ms. is seeking a refund, based on the cancellations of the ***/*** portions of the flight related to the Corona virus pandemic.
On February 14, 2020, we received an airline-initiated schedule change that altered the ***/*** portions of the flight reservation. Therefore, Expedia sent Ms. the schedule change notification by email, to notify her of the multiple changes. However, the tickets were issued under *** Airlines with the attached operating carriers, *** and *** Airlines.
On June 4, 2020, Ms. contacted Expedia to discuss the changes that affected specific segments of the flight. In addition, Ms. requested a full refund due to the ***/*** schedule changes. In regards to the *** Airlines portion the flight remained unchanged, therefore, after Ms. agreed to cancel a credit of $1,949.00, was issued. Travel must be completed prior to August 16, 2021, however, any differences, including taxes, must be collected. The *** Airlines flexibility policy waives the airlines penalty fees only.
In addition, *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override their processes.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 21, 2020, Expedia was unable to reach *** Airlines by phone to request a refund based on these unprecedented times. We sent an email to *** Airlines, seeking an exception to their current non-refundable flexibility policy. When *** Airlines responds to our refund request Expedia will contact Ms. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Ms.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Jul 22, 2020
Complaint: ***
I am rejecting this response because:
On 5/27/20, we received the attached email. It states that our flight was cancelled. However, it does not specify if it is a single flight within our itinerary, or by which airline. it is my understanding that if the airline cancels a flight, I am due a refund
Sincerely
Expedia.com Response
• Aug 06, 2020
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms. *** ( Revdex.com case number ***). We regret to hear Ms. did not accept our response and/ or resolution offered. We received the document provided by Ms. to further address her concerns, however, on July 21, 2020, we sent an email to *** Airlines, seeking an exception to their non-refundable booking/flexibility policy. The Airline responded by email with the following,We will process your refund according to the ticket rules and travel conditions. Refunds will be processed to the original payment method. Once the refund is processed you will receive a Refund Notice to the email address registered in the booking. Please note that some refunds may take longer, depending on your payment provider.*** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. On August 6, 2020, Expedia confirmed that the status of Ms.’s tickets reflect (Refunded), therefore, she should except to see, $1,937.50, in about 10 weeks, deposited back to her original form of payment. 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
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you so much for your help in this matter.
Sincerely
We have been trying for two months to cancel a reservation at *** Motel *** with expedia.
Expedia kept saying we had to wait to cancel the reservation and now they say we can't get reimbursed. We have all the records of our conversations with expedia trying to cancel this more than once over the last couple of months.
Expedia.com Response
• Jul 29, 2020
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on January 20, 2020, via *** Motel for arrival on July 19 and departure on July 24, 2020. At the time of booking, the customer selected a hotel collect reservation and agreed to the following cancellation policy: Room cancellations made before 1:00 PM local hotel time, July 5, 2020, will be charged for two night(s). Room cancellations made after 1:00 PM local hotel time, July 5, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.On June 5, 2020, our guest contacted customer care to asking to cancel with no fees. The agent was unable to reach anyone at the hotel to get approval, and the guest left their reservation active.
On June 5, 2020, our guest contacted customer care again, asking for cancellation with no fee. The customer care agent was able to reach the hotel, and the hotel agreed to only charge one night instead of the two required per the policy. Following this, the reservation was canceled.
Conclusion/Resolution:We want to offer our apologies for any inconvenience this may have caused the customer.
As the customer chose a hotel collect reservation, the hotel is the billing merchant and no funds were collected by Hotels.com. If the customer has additional questions about the billing, we recommend they reach out to the property directly for further assistance.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
We booked a trip to Hawaii for the NALC convention in August 2020. The convention was cancelled due to Covid-19. Since this is business related I was to be reimbursed by the ***, however since Expedia will only give a voucher I will benefit from a trip and I will not be able to be reimbursed. This creates a financial hardship on me. Hawaii has no immediate plans to allow tourists.
I contacted Expedia several times to no avail. I contacted *** Airlines and they agreed to a full refund cancellation #***. Expedia still will not honor the cancellation. When I spoke to Expedia about the *** they said they need to contact them because they need their approval. They said they were closed when they tried to call. I called the *** and they told me that it was pre-sold to Expedia and Expedia's upper management has the authority to cancel but they keep turning the customers back to the hotel. Expedia emailed me back and said the only thing they can do is issue a voucher. I find this very disturbing and again creates a hardship on me.
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing San Francisco, CA to Honolulu, HI August
14, 2020, and returning August 22, 2020 for two adults. And an eight night stay
at the *** Resort & Spa. We understand Mr. is
requesting a refund due to the Covid-19 pandemic.We
have contacted *** airlines and mentioned the case number (***). The airline representative
has advised they have authorized a full refund and provided Expedia with a
waiver code to process. The hotel reservation with *** was booked
non-refundable and cannot be cancelled without a penalty equal to the full
amount paid for the booking imposed. We have contacted the property, however
they are currently closed due to the pandemic. We have reached out to their
general reservations department who advised we must wait until the property
opens to request a cancellation without penalty. We
have not cancelled and processed a refund for the flight portion as the hotel
portion will not be valid for refund at this time. We made two attempts to
reach Mr. to ask whether he would like to keep the reservation as is, or
process the flight for cancel/refund while the hotel remains as non-refundable,
however we were unable to reach the customer.We
kindly ask Mr. to call our customer support line at his earliest
convenience to confirm the cancellation of the flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 15, 2020
Complaint: ***
I am rejecting this response because:I spoke with *** and they said it was Expedia who can cancel the Hotel, not them since it is prepaid by Expedia. Their response is not fair and unacceptable. I want a voucher for future use.
Sincerely
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We have taken the conversation with the hotel and the
customer into consideration, and have determined the approval by the hotel
applicable. The hotel has been cancelled and refund has been processed in the
amount of $1466.13. The flight reservation with *** airline has been
cancelled and refund processed for $850.02. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of travel disruptions following
the Covid-19 pandemic.
We 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,Michael ***Corporate Correspondence Team
I purchased 2 Tickets from Lisbon > London > Hanoi > Lisbon. About a week before my scheduled departure, the returning flight from Hanoi to Lisbon was moved 2 days which did not work with my work schedule. I requested a refund but Expedia could not or would not get in touch with *** Airlines to secure it. In the end I agreed to cancel our tickets for a fee (that was unjustified due to the changing of return dates and also due to *** Airlines adjusted Covid 19 rules that were sent to me BY EXPEDIA). 10 weeks later, we still have not received a refund and have a $2000 outstanding credit card charge. *** airlines says that we must contact Expedia because our credit card was taken on their site, and thus they are responsible for the refund. Strangely, now when we login to Expedia, we have been rebooked on a new one way ticket flight that we did not know about or authorize from Salt Lake City to Honolulu scheduled for September 1st on United. The ticket has the same Itinerary number and costs the EXACT SAME AMOUNT AS THE TICKETS THAT WERE APPARENTLY REFUNDED. This seems a lot like fraud. When I call customer service, (with whom I've spent well over 7 hours on the phone on this issue, there are no answers) When I wait for the escalation team, there are no answers. I have an email confirming my cancelation from March 18th. Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• Jul 17, 2020
July 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would like a refund of $2027.48.Our records indicate on January 21, 2020, Mr. or an authorized
user of the Expedia account, self-booked two multiple destination flights on *** Airlines departing on March 19, 2020 from Lisbon, Portugal to London,
England and departing on March 24, 2020 from London,
England to Hanoi, *** returning on March 31, 2020 from Hanoi, *** to Lisbon, Portugal via ***. We can confirm on March 18, 2020, the
airline changed the customer’s flight schedule to April 3, 2020. The customer called in and requested to
cancel. Our representative tried to
contact the airline for a waiver code. An email was sent to the customer regarding the request to cancel the
reservation. Our email advised the
customer the airline would initiate a refund of $841.30
per ticket, which includes the airline cancellation fee of $167 per passenger. Expedia emailed the airline asking for a
waiver code to cancel and refund the itinerary due to the schedule change.During the month of June 2020,
the customer contacted Expedia on several occasions and inquired on the refund. Due
to high call volumes or no response from the vendors, an email was sent to the customer advising the that the vendor was not available
and we will follow up at a later timeFrom July
3, 2020 through July 17, 2020, there have been numerous emails from the
customer to Expedia about the refund and from Expedia to the airline. On July 16, 2020, *** Airlines emailed Expedia and advised that they
received a chargeback/inquiry from the issuing bank on May 5, 2020 regarding
the two tickets. They advised the case is under investigation the disputed payment between the
bank, the airlines and the cardholder. The advised they cannot change the ticket status from suspended, unless the customer contacts them directly to
request a refund of the tickets"After further review on July 17, 2020, Expedia verified the
details of *** Airlines email,
they advised in an email dated July 16, 2020 that the customer filed a
chargeback on May 5, 2020, and the tickets must remain in a suspended status,
unless the customer contacts *** Airlines directly and request a refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received
the funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly
provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
in January of this year, I purchased two all-inclusive (flight and hotel) packages for a bachelorette trip to Playa Del Carmen, Mexico from June 6-10, 2020 through Expedia.com. On May 25, 2020, Expedia.com called to inform me that my flight reservation had changed and to call back or visit my trips for details. When I called back they informed me that my flight had been canceled. I requested and was granted a full refund. I then inquired about getting a refund for my hotel since I would not be able to travel and the bachelorette trip had been canceled. After much back and forth with Expedia (and the hotel), I received an email informing me that because my trip was nonrefundable they would not issue me a full refund but would provide a coupon for the full amount I had already paid. I explained that this was not a satisfactory resolution since the purpose of my trip had been cancelled and was not going to be rescheduled due to health concerns for the foreseeable future. When I followed up directly with the group that manages the hotel they informed me that they are standing by this policy despite the fact that the hotel will be closed through June 30. Due to this new information, I double checked that Expedia's site for the hotel also showed the hotel will be closed through June 30 and decided to attempt again to explain to Expedia that I believed I was entitled to a refund since the hotel will not be in operation. They informed that their position had not changed and that I could cancel my reservation for a coupon. Finally on June 1, I received a notice from Expedia informing me that the hotel had canceled my reservation because the hotel would be closed, here is the exact language: "Your reservation was cancelled by the property because the property will now be closed during your stay. We will provide you with a coupon for the full amount of the original purchase price that can be used for a new reservation at the same property when it opens. You will receive an email when your coupon is ready." I followed up with Expedia on June 4 to see if due to the fact that the hotel canceled the reservation if I could now get a full refund since they are unable to render the service I paid for on the dates on which I paid to have them rendered to no avail, even asking to speak to a supervisor to see if Expedia would issue the refund if the hotel wouldn't. I could really use whatever assistance you can provide. I believe I am entitled to a full refund because the hotel canceled the reservation. Thank you!
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Liya
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the *** - All Inclusive -
Adults Only in Playa Del Carmen, Mexico, checking in June 6, 2020 for two
adults. We understand Ms.
*** is requesting a
refund in lieu of a voucher/coupon.Before
the start of the trip, Ms. was sent a click to cancel email allowing the
customer to cancel the reservation and obtain a coupon in the amount paid for
the booking. The reservation was booked as non-refundable and cannot be
refunded without approval by the property. On May 27, Ms. or an authorized
user of the account called to inquire on a refund. The Expedia representative
called the hotel and was advised a refund is not possible. The
voucher has been added to the customers account in the amount of $605.00 on
June 1. She may re-book travel at the Ocean
*** - All Inclusive - Adults Only in Playa Del Carmen, Mexico.
Full details have been sent via email to the customer. Prior to the completion of cancelling the
reservation Ms. was advised there is no refund when cancelling this
reservation. As you may know, Expedia acts as an independent agent for
reservations for airlines, car rental companies, and hotels. When the customer
purchased a reservation through Expedia.com, Expedia acts as the agent between
the client and the vendor. The vendor provides the rules and restrictions of
the reservation and we have no authority to circumvent or to override those
policies. Unfortunately we are unable to
provide a refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 15, 2020
Complaint: ***
I am rejecting this response because: when I was advised that I could not get a full refund by canceling, I chose not to cancel my reservation. The hotel is the party that canceled my reservation because the property was closed for the duration of my reservation.
Sincerely
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We understand Ms.
*** does not agree with the cancellation, and policies of her hotel reservation. While we understand the
customer is not accepting the voucher/coupon, please understand Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose
services we sell. We act only as an agent for their product and we do not have
the authority to override or to change their policies and procedures.
Additionally, we did not set the hotel’s (non-refundable) policy and we must
abide by our suppliers rules. The voucher has been added
to the customer’s account in the amount of $605.00 on June 1. She may re-book
travel at the *** - All Inclusive - Adults Only in
Playa Del Carmen, Mexico. Full details have been sent via email to the
customer. We 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,Michael ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I bought travel insurance through Expedia/AIG. While on vacation, I had to change my flight due to COVID. For days I could not get anyone on the phone from Expedia to make the changes so I did it myself through the airline company. Finally after reaching out for help through social media I heard from someone at Expedia who stated that since I had full coverage insurance I would be reimbursed for the changes in the flights, somewhere around $400 per person. I filed a claim almost 7 weeks ago and every time I speak to a representative at Expedia or AIG, I'm told that they are working on it but cannot give me a time frame of when I can get my money. This is outrageous. It is not fair to the consumer what they are doing. They took my money and will not give it back in these trying times. This cannot be allowed to go on to helpless consumers.
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** for two adults. We understand Mr. is
requesting a refund for the penalty imposed to make a
change to his flights.We
have confirmed with *** the customer has made a change to his flights
pre-travel and paid $800.00 for the penalty. We have processed the refund using
the Package Protection Plan on the itinerary. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of requests following the
Covid-19 pandemic. We sincerely apologize for the experience the customer has previously
received. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have a travel credit from a flight I booked last year through *** that expires 7/3/20. I am unable to travel due to COVID-19. Expedia is refusing to extend the date of my credit and telling me to fly somewhere else even though the pandemic is still currently happening. I feel like they are saying either lose your money or risk your life in travel. This is horrible treatment of someone that uses them regularly for flights.
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** departing Newark, NJ to Tokyo,
Japan on August 31, 2019, and return September 10, 2019 for one adult. We
understand Ms. is requesting to extend the validity of the travel credit with ***.On June 5, Ms. or an authorized user of the
account called to extend the validity of the
ticket, however the Expedia representative advised the validity cannot be
extended after the request had been denied by an airline representative. The
customer was advised the last day to re-book new travel is July 4, 2020. On July
3, an Expedia corporate representative called *** once more requesting an
extension which had been denied, however the agent mentioned we may send an
email to request a refund. We have requested for a refund via
email which has been denied by *** as it does not fall in their Covid-19
flex policy for refund. The only option they have given is to refund for the
unused taxes on the ticket. We have given authorization to the airline to
process the refund for the unused taxes. The refund will be processed by All
Nippon directly to the original form of payment used. Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose services we sell. We act only
as an agent for their product and we do not have the authority to override or
to change their policies and procedures. Additionally, we did not set the flights
policies and we must abide by our suppliers rules.
Due to the information provided, we are
unable to extend the validity of the ticket or refund the ticket in full. We
apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a package deal to go to Greece in May of 2020. Tried to contact them since March, couldn’t get through the phone lines. Purchases their travel insurance. It’s June and I still have yet to receive any type of refund and no one at Expedia knows what’s going on. I’ve spent MANY hours on the phone to resolve this and have gotten NOWHERE. It took them 60 seconds to take my money and now coming up on 4 months and they claim they know “nothing” they just say they will send an email to the properties. But it takes 15seconds to send an email and then they do nothing for a month until I call.
I am a Expedia Group Company rewards Gold member and I have been attempting to purchase a flight with my rewards unsuccessfully. In the terms and conditions, it clearly states that the only limitation for booking flights is that the rewards must cover the full value of the flight. They have confirmed that I have 55,465 reward points and based on their calculations on their website these points are worth $396.03. The two round trip flights I would like to purchase have a trip Total: $392.40. The website does not enable me to use the points so I have been calling Expedia for three days, a total of 6 hours on the phone with their agents and in the first two calls, made Friday June 5 and Saturday June 6, the call was disconnected after speaking with the representatives for hours without resolution. Each time the representatives attempted to rid themselves of me making a wide arrange of false claims, such as that flights can not be purchased with reward points; that the flights have two values: one value when purchased with reward points and another value when purchased with dollars; that some flights are not eligible to purchase with points. None of these conditions are mentioned in their rewards program Terms and Conditions. I believe they are attempting to not honor their rewards program terms by not accepting rewards to purchase flights and convince people to pay with US dollars or comparable global fiat currency because they are experiencing financial difficulty as a result of COVID-19. I do not believe the current financial downturn to be justification to not honor the terms and conditions of their rewards program.
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 has 57,595 points currently. If they book the flight or other item
they need and reply to this Revdex.com complaint with the itinerary number we will
deduct the points and refund the original form of payment on the itinerary number
provided. *** The itinerary number must be booked in the same account that the
rewards points are in for security reasons. ***Currently,
the Expedia Rewards program allows points to be redeemed as 140 points per
$1.00 spent on hotels, flights, cars activities or packages, which are prepaid.
If a standalone VIP Access hotel reservation is booked the points may be
redeemed at 70 points per $1.00 spent.Prices
are not guaranteed for items booked and may change without notice. Pricing and availability
are set by the travel suppliers and not with our control.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.
My itinerary # ***
I have since canceled the flight but was not refunded the cash money I paid for the flight, so I would need a $USD refund for my original purchase made with my credit card.
Sincerely
https://www.***
Expedia is refusing to refund my credit card when the airline cancelled my trip. I did not cancel. They cancelled related to covid. I also purchased the travel insurance. I demand my refund not a credit. They cancelled NOT me.
July 17,
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 roundtrip flights with *** Airlines for two passengers
to travel from New York, NY, USA TO Milan, Italy on June 1, 2020 and return on June
19, 2020. The air fare was nonrefundable with no date changes allowed.The customer
canceled the flights online on April 19, 2020. At that time, the flights had
experienced a 10 minute time change, but had not been canceled. The airline was
offering a credit without penalty in place of lost value, per the fare rules.The
customer requested refund. On May 20, 2020 we got the approval to process a
refund. However, the refund could not be processed because the customer
disputed the credit card charges.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 have a booked flight for me and my family on July 8th from Prague to Dubrovenik . I received an email from the Airline that the flight has been cancelled and Expedia should reach out to me with a solution regarding the refund . I have been trying to contact Expedia through their Chat Help for many hours today and they just shut off the conversion once I ask for a refund , I tried through phone call and I waited more than 1.5 hour then the agent hang up on me . How can I get my money back. I don't want any alternative flight or other connections . I simply want a refund
July 18,
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 four tickets with *** Airlines for one way travel to Dubrovnik,
Croatia on July 8, 2020.The
flights were canceled and we reached out to the airlines to get authorization
to refund. We received authorization and are currently working with the airline
via the process they provided us to initiate the refund. The refund time fame
is up to 8 weeks based on the processing time of the airline and credit card
company.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 purchased a hotel stay in February 2020 through Expedia.com for travel arraignments in March due to COVID-19 I was unable to make that travel outside the country because every international country had travel restrictions in place and the airline had canceled my flight I try reaching out to Expedia which I was unable to because they were not answering their phones or I was getting a busy tone, so I decide to send numerous emails which have not been answered since March. I followed their prompts online and the email letter they sent every customer and still no results. I even reach out to the property that I booked through Expedia and was told that they could not issue a refund that I will have to contact Expedia. I finally got Expedia in April, and the representative stated a refund would be issued, which is showing on my account on their portal when I log in it shows the amount paid and next to it REFUNDED. However, I have yet to receive that refund I have been calling every month and still getting the runaround.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on March 7, 2020 via Hotels.com website for arrival on March 17, 2020 departure on March 19, 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.On July 3, 2020, the customer made reached out to customer care to ask for a refund due to the COVID19 pandemic. Since the booking was post-stay, customer care assigned the booking to an offline team for voucher issuance. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** by ***, they have agreed to a future travel voucher for your booking.The voucher is issued through Hotels.com and is valid for one year/twelve months from the date of issuance. The voucher can only be used on a prepaid future travel booking with the same hotel property as originally reserved.We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.We recognize that a voucher may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.Since the customer will be receiving a voucher for the amount paid at the time of booking, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jalen B.Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Complaint: ***
I am rejecting this response because: hotel they have listed is in correct I reached out to the property who stated they have not charged Expedia for said booking and agreed to the refund I have yet to receive a full refund today. The property agreed to a refund not a credit.
Sincerely
Refund info then below thatOur records indicate the customer filed a dispute with their financial institution causing the refund to fail.In Conclusion/ResolutionAfter further review with our payments team we were able to confirm that the customer will be receiving the refund through their bank directly rather than Hotels.com
Jlen B.
Hotels.com
I booked a flight on *** (also known as *** Airlines) through Expedia.com for 3 passengers on 1/26/20. The flight was BOS-PDL-PIX (***/***), costing a total of $1725.00. The flight was scheduled for 6/16/20.
On 5/14/20, Expedia notified me through email that my flight had a schedule change, and was departing on a different date. On 5/25/20, I received notification from the airline that my flight was canceled.
I contacted *** on 5/25/20 by email (***) and requested a refund. They told me I needed to contact the travel agency to receive a refund. I contacted Expedia on 5/25/20 by phone and requested a refund. I was initially given a link (***) to "request a full refund." However, this link only offers a voucher that expires in under a year, and has additional limitations. The customer service agent telling a customer this was a full refund is incredibly negligent and deceitful. They then told me they would investigate the airline's policies, and respond to me within a week. For this call, I was given reference #: ***. I received no response within a week. I contacted Expedia again on 5/31/20 by phone. Again, I was given the same link as above offering a "full refund," that was actually nothing similar. They then told me that they had received no response from ***, and that there was nothing they would do until the airline responded. I asked if there was a reasonable timeframe that they gave the airline, considering DOT's policy about a refund being processed within 7 days. They said there was no limit on how long the airline had to respond. For this call, I was given reference #: ***.
This request for a refund is consistent with longstanding U.S. Department of Transportation requirements (https://www.transportation.gov/individuals/aviation-consumer-protection/refunds...⇄ as well as recent notice issued April 3, 2020 by the Department of Transportation directly related to cancellations due to Covid-19 (https://www.transportation.gov/briefing-room/enforcement-notice-regarding-refun...⇄
July 18,
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 one way flight with *** for travel to Pico
Island, Portugal on June 16, 2020. On May
20, 2020 the flights initially scheduled were canceled. The airline can provide
another flight or a refund. On June 4, 2020 the customer requested a refund and
we emailed the airline for approval and a waiver for the refund.We
received the waiver and approval to refund from the airline. The tickets were
refunded on June 19, 2020. The refund will be coming back from the airline to
the original form of payment. The refund time frame varies based on the
processing tiem required by the airline and 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
Complaint: ***
I am rejecting this response because:
Expedia's explanation of events is inaccurate. I initially called Expedia on 5/25/20 requesting a refund. On that call, they gave me dishonest and false information about the refund - they claimed I could only receive it by contacting the airline, even though they were the company I had exchanged money with; they sent me a link to "request a refund," even though the link was to request a voucher with extremely restrictive language; and they told me I would be contacted back within 7 days, which did not happen. The refund was only issued after filing a chargeback with my credit card company who then instigated an investigation. Expedia made efforts to prolong the time required to refund the money, even though the case was cut and dry. I likely wouldn't even have the refund now had I not submitted complaints through Revdex.com and a chargeback with the credit card. Additionally, Department of Transportation regulation calls for refunds to be issued within 7 days of a cancelled flight, if the flight was cancelled by the airline and paid for by a credit card (both are true in this case). Expedia wasn't even close to coming within this timeline.
Sincerely
Expedia sold me a 5 day stay at this location: https://www.expedia.com/***.
The owner physically threatened me and stole my property. This is not made up! I want a FULL refund and for that house they are renting to be off Expedia. Expedia’s response is to take no action against the host, hang up on me and pretend like this is not happening. I’m going to sue both of them together, however, I have no money. I’m on the street because of Expedia and they won’t even give me a refund.
Complaint Reference Number: ***Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on June 3, 2020 via *** for arrival on June 3 and departure on June 7,2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made before 12:00 AM local hotel time, Monday, January 1, 0001 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Because the guest booked for same-day arrival the reservation was non-refundable. The customer care team reached out to the hotel manager who said he was unaware of any issue and the reservation would be charged in full. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
I booked a flight with Expedia using my flight cancellation credit due to COV-19. I received booking confirmation from airline on the day of booking(6/4/2020) Today(6/6/2020) Expedia email me about flight cancellation. I called airline and found the flight is not canceled, but the Expedia agent did not complete booking process. I then talked to an Expedia agent online to resolve the issue. After almost three hours of waiting, I realized the agent is not responding at all. Phone calls to Expedia are also put on hold forever/
July 19,
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 flights with *** Airlines for two passengers on February
17, 2020. The flights were canceled and the tickets were available to use
towards credit.On June
4, 2020 the customer inquired on providing a flights from Indianapolis to
Seattle on June 27, 2020 for one passenger. The flight was not ticketed and any
amounts that were authorized on a credit card for the exchange were not used.We are
sorry to hear that the customer expected the flight and did not receive it. No
charges were completed or posted for the exchange. If the customer needed to
purchase an additional flight or had expenses due to the flight not being
ticketed, please provide any documentation and explanation of the expenses so
they may be considered.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 to cancel my flight because of COVID-19 and Expedia issued me a credit for my flight. Now that I'm trying to use that credit, I've been on hold for HOURS, only to get hung up on. I've tried reaching out via phone, via chat, via facebook messenger, via twitter messages, and I have been contacted back via facebook messenger and twitter, but there has been no help whatsoever. I understand that a lot of companies are experiencing long wait times, but I've seen complaints about people waiting up to 5 hours on hold only to get hung up on.
July 19
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 flight for one passenger with *** Airlines that was
nonrefundable with changes not allowed. They later canceled it and were able to
retain credit without penalty for future use due to the Covid pandemic. The records
show that the passenger contacted *** Airlines directly on June 6, 2020
and had the ticket reissued to provide a flight for June 26, 2020 that is
considered to be used.We regret
to hear that the customer had any difficulty contacting either Expedia or the
airline during this unprecedented time. We offer agents that can assist
customers 24 hours per day, seven days per week. Calling during off peak hours
may result in less hold time.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
On 4/24 I was scheduled to travel from Phoenix to Sao Paolo. I booked my flight through Expedia. However due to COVID-19 all of my plans were cancelled except for this flight. The issue is that the borders around Brazil were closed. So I had no way getting a direct flight from Expedia the same day I was informed of the border closure. Now I understand it was a non refundable flight however the airline I was traveling with can not accommodate my needs. Expedia as the booking agent said *** refused to provide a refund only a credit. I cant request a refund from *** because they send me straight back to Expedia. So as a last resort I initiated a chargeback from my bank. They gave me a temporary credit while they investigated. A couple weeks later I was informed the case is closed and the temporary credit is being sent back to the airline and I have no way to file an appeal.
July 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia #:
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 12, 2020, Mr. *** or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with ***, traveling from Phoenix, AZ USA to Sao Paulo, Brazil departing on April 24, 2020. The flight reservation included a flight protection plan, for a total of $1,198.92. We understand Mr. *** is seeking a refund from Expedia based on the Coronavirus Pandemic disrupting his trip.
On March 27, 2020, the flight reservation was altered by an airline-initiated schedule change, we then sent a notification to Mr.. Therefore, Mr. completed an online form to cancel his flight, based on the closures in Sao Paulo, Brazil. The record shows, Mr. contacted Expedia by phone on April 24, 2020, to request a full refund. In accordance with ***’s cancellation policy Expedia informed Mr., that his reservation is eligible for a future travel credit with ***.
On May 26, 2020, Mr. contacted Expedia to request a future travel credit document to be emailed to him for his records. See the following future travel credit confirmation,
Dear ***,
We are contacting you from Expedia in regards to your cancellation request for your flight booking going to Sao Paulo, Brazil.We would like to inform you that we have verified that your itinerary *** has been successfully cancelled and you are holding an airline credit. Find below the rules and restrictions:*Original amount paid per passenger: 563.46USD*Ticket validity date: ?Flight credit valid for 24 months from cancellation/schedule change date.*New ticket must have at least one flight segment on the original airline *New ticket must be for the same passenger(s) as originally booked.*Since the ticket is non-refundable, flight credit will also be non-refundable.*New ticket must depart from the same country as the original ticket.We verified that *** is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier.
Additionally, Expedia is a third-party intermediary, and we are subject to the suppliers ticket policy of whose services we sell. We act only as an agent for their products and we do not have the authority to override when an airline chooses to change or cancel their flight.
See ***’s cancellation policy, that was provided to Mr. *** prior to him agreeing to book the flight reservation:
***: Ticket is refundable, anytime charge, 300 USD Fee, for cancellations
Upon further review, on July 20, 2020, Expedia contacted *** to obtain their authorization to submit a refund on Mr. behalf. *** stated according to their flexibility policy, flights departing beyond, March of 2020, are not eligible for a refund. However, Mr.’s tickets are refundable minus a $300, fee per passenger. In addition, Mr. may send an email to ***’s customer care department to request the penalty fees be refunded due to the travel closures.
We understand these are unprecedented times, therefore, we contacted Mr. to discuss ***’s terms from above. However, Mr. contacted Travel Guard and he submitted his claim, which got approved. He stated that a full refund is currently pending and he will receive the funds by check for a total of, $1126.92 shortly.
Due to the information provided above Expedia is unable to honor Mr. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
My flight to the UK was cancelled by the airline. I booked through Expedia.com. They state they have made an email request for a refund but it might take up to ten weeks.
July 21, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show January 13, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** Atlantic departing on June 29, 2020, from New York, NY, USA to Manchester, England, UK and returning on July 7, 2020, for a total of $1,757.81. We understand from Mrs. is seeking a date confirmation of a refund due to an airline schedule change that cancelled the reservation.
On January 12, 2020, Mrs. contacted Expedia to add a minor to the flight reservation, we advised that based on the age of the passenger we informed Mrs. to contact *** Atlantic to complete the addition to the record.
We can confirm on June 4, 2020, Mrs. contacted Expedia to determine if she could cancel the flight for a full refund. Fortunately, *** Atlantic issued a flexibility policy to override their non-refundable conditions see below:
*** Atlantic Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed
*** Atlantic Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowed
Between June 4, 2020 to July 21, 2020, Mrs. contacted Expedia to request a full refund based on the cancellation. We discovered that due to the major airline-initiated schedule the customers flight was deemed eligible for a full refund. In order to complete the full refund, Expedia attempted to submit the request through our internal system. However, *** Atlantic placed a third-party restriction against all third-party processes. Therefore, due to the unprecedented times, *** Atlantic is unavailable by phone, therefore, we sent several emails to *** Atlantic to request a full refund on behalf of Mrs..
Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Atlantic.
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 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.
On July 16, 2020, we received a response from *** Atlantic, as a direct result of the crisis and global travel restrictions, *** Atlantic has made significant cancellations within their flight program and they’ve received a significant number of refund requests. This has imposed major delays in processing. We are unable to provide an exact date that *** Atlantic refund will be deposited back to Mrs., original form of payment.
In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** Atlantic has full control over Mrs. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In conclusion, Mrs. may contact *** Atlantic to discuss the application’s status.
Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because: There is continued miscommunication and confusion in regard to my flight credit or refund. I spoke with *** Atlantic and they said they will be refunding my flight payment back to Expedia and that Expedia has to reimburse me. I did get an email from expedia saying I do have a flight credit but it was not clear if the flight credit is with expedia or *** Atlantic. I received another email today stating my flight has been cancelled? which didn't make any scene whatsoever. Expedia also lied in their response. I did not cancel my flight or ask to cancel my flight. After *** Atlantic cancelled my flight, I kept calling to find out the status of my refund and each time was on the phone about an hour with no straight answers or confusing answers. I understand refunds and credits will take some time because of covid but the lack of communication is awful. I just want expedia to give me a full refund, they hold my money now, not *** Atlantic.
Sincerely
July 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for for***ing the consumer rebuttal from Mrs. *** ( Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/ or resolution offered. We reviewed Mrs.’s Revdex.com response which further addresses her concerns, while refund eligibility is determined by the airline, we are working incredibly hard to purse a refund from *** Atlantic on Mrs.’s behalf.*** Atlantic has restricted third-party refunds/processes. Therefore, we are required to send all refund inquiries/requests directly to *** Atlantic for review. The following message was automatic in its reply to our refund inquiry on behalf of Mrs..We want to reassure you that refund requests are a priority and the work to process these is ongoing, these cases are prioritized in order of the oldest to the newest request, therefore, working from March 2020, on ***s. The time-frame *** Atlantic provided to Expedia is approximately up to a maximum of 120 days in total to reach/resolve Mrs.’s case. 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.If Expedia receives a more direct response from *** Atlantic in regards to our request we will reach out to Mrs. directly. However, the customer may visit *** Atlantic’s website to review/verify the flights status. That will help her to see if the tickets get refunded, based upon the length of time *** Atlantic could take to resolve our request.Due to the information provided above Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
Expedia who runs *** Travel rips off military. I used 48,000 of rewards points to book a flight on *** Travel. My trip was canceled from COVID-19 and restrictions put on me by military and they are saying I have to use flight credit at Lufthansa. A) I can no longer afford to go to Europe now (and am restricted from going there by Army) and B ) I will be deployed next year when credit has to be used.
I cancelled a trip to Florida and later the Airlines cancelled this flight. Immediately I received an email stating Expedia would be in contact with me within 5 days. Have never heard from them. Have emailed them, called nearly 6 times always to be “disconnected”. Can’t get any response from them.
July 19, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) in regards to a flight reservation. Our records show on January 7, 2020, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** Airlines traveling from Denver, CO to Fort Lauderdale, FL departing on March 16, 2020, and returning on March 20, 2020. The flight reservation included a protection plan, for a total of $1201.60.Between June 5, 2020 to June 7, 2020, Ms. contacted Expedia to discuss the value of each ticket to determine the reservations eligibility for a refund. Therefore, we contacted *** Airlines to advocate on the customers behalf by requesting a full refund. Based on *** Airlines no show policy the flight reservation was cancelled/suspended by the airline. However, the flight wasn’t cancelled prior to March 16, 2020. Regrettably, *** Airlines advised that the reservation cannot be used as a future travel credit or a refund, due to the non-refundable restrictions. Additionally, *** Airlines is the merchant of record ( the company that charged Ms. credit card) on this itinerary.
Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to each airline’s policy. Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Upon receipt of the Revdex.com complaint, on July 19, 2020, Expedia contacted *** Airlines to request the suspension of the tickets be removed. This is based on the Corona Virus pandemic, that has caused global travel disruptions. Fortunately, *** Airlines lifted the suspension status from each ticket. The flexibility policy found on their website, shows that Ms. tickets valued, at $1121.60, became a future travel credit. In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. The future travel credit must be used/completed prior to January 6, 2020. In order to use the two credits of $560.80, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481 for further assistance/instructions.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
Complaint: ***
I am rejecting this response because: When calling into Expedia on 7/19/20/20 as Mrs. stated I needed to do, no one seemed to have any clue about this email or the credit. She also left me a voice mail with no way to get ahold of her. Was on hold for over 3 hours and once again Expedia had no idea how to get me a credit. Again as stated I did cancel the reservations with expedia prior to March 16th they in turn never got around to cancelling it with *** and *** actually cancelled the flight on that day. Mrs. says I can have a credit until January 6, 2020 - in which 2020 has already passed! Please resolve this as your customer service call numbers have no idea how to handle this nor did they even receive a copy of this email!
Sincerely
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) in regards to a flight reservation. On July 19,2020, the flexibility policy found on their website, shows that Ms. tickets valued, at $1121.60, became a future travel credit. In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. The future travel credit must be used/completed prior to (January 6, 2022). In addition, *** Airlines flex policy waives only the penalty fees, if there is a difference in value that will be collected during the exchange. In order to use the two credits of $560.80, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481 and reference case (O-162027) for further assistance.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I received an email from Expedia informing me that my flight was cancel and there was no comparable flight available. I then check the website it indicated that the international flights to and from Sweden were canceled from our itinerary, but the domestic flights remained. (These flight are different from our original booking. Different departure time and also different flights. I called Explain on 6/4/2020 to confirm and ask for advice regarding what I saw on the Expedia app about the remaining flights. I was transferred to another dept. while on hold the call was dropped. Moment later I received an email stating that I had cancel the flights. (Which is I didn’t.Why do I need to cancel the flights since Expedia confirmed me the flights were canceled by the airline from Expedia email on May 27,2020? ), and due to my cancellation of the flight I would not be eligible for a refund, only a flight credit. These credit are only can be used with the original airline (***) . A credit for these flights is in my view unreasonable and terribly inconvenient.
July 21, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 8, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile Site under itinerary ***. Travel was with ***, ***, and *** Airlines, traveling from Greensboro, NC USA to Stockholm, Sweden departing on June 11, 2020 and returning on June 22, 2020, for a total of $1,949.00. We understand Ms. is seeking a refund, based on the cancellations of the ***/*** portions of the flight related to the Corona virus pandemic.
On February 14, 2020, we received an airline-initiated schedule change that altered the ***/*** portions of the flight reservation. Therefore, Expedia sent Ms. the schedule change notification by email, to notify her of the multiple changes. However, the tickets were issued under *** Airlines with the attached operating carriers, *** and *** Airlines.
On June 4, 2020, Ms. contacted Expedia to discuss the changes that affected specific segments of the flight. In addition, Ms. requested a full refund due to the ***/*** schedule changes. In regards to the *** Airlines portion the flight remained unchanged, therefore, after Ms. agreed to cancel a credit of $1,949.00, was issued. Travel must be completed prior to August 16, 2021, however, any differences, including taxes, must be collected. The *** Airlines flexibility policy waives the airlines penalty fees only.
In addition, *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. Furthermore, we are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override their processes.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On July 21, 2020, Expedia was unable to reach *** Airlines by phone to request a refund based on these unprecedented times. We sent an email to *** Airlines, seeking an exception to their current non-refundable flexibility policy. When *** Airlines responds to our refund request Expedia will contact Ms. directly to provide the Airlines direct resolution. Due to the information provided above Expedia is unable to honor Ms.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
On 5/27/20, we received the attached email. It states that our flight was cancelled. However, it does not specify if it is a single flight within our itinerary, or by which airline. it is my understanding that if the airline cancels a flight, I am due a refund
Sincerely
August 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Ms. *** ( Revdex.com case number ***). We regret to hear Ms. did not accept our response and/ or resolution offered. We received the document provided by Ms. to further address her concerns, however, on July 21, 2020, we sent an email to *** Airlines, seeking an exception to their non-refundable booking/flexibility policy. The Airline responded by email with the following,We will process your refund according to the ticket rules and travel conditions. Refunds will be processed to the original payment method. Once the refund is processed you will receive a Refund Notice to the email address registered in the booking. Please note that some refunds may take longer, depending on your payment provider.*** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. On August 6, 2020, Expedia confirmed that the status of Ms.’s tickets reflect (Refunded), therefore, she should except to see, $1,937.50, in about 10 weeks, deposited back to her original form of payment. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you so much for your help in this matter.
Sincerely
We have been trying for two months to cancel a reservation at *** Motel *** with expedia.
Expedia kept saying we had to wait to cancel the reservation and now they say we can't get reimbursed. We have all the records of our conversations with expedia trying to cancel this more than once over the last couple of months.
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on January 20, 2020, via *** Motel for arrival on July 19 and departure on July 24, 2020. At the time of booking, the customer selected a hotel collect reservation and agreed to the following cancellation policy: Room cancellations made before 1:00 PM local hotel time, July 5, 2020, will be charged for two night(s). Room cancellations made after 1:00 PM local hotel time, July 5, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.On June 5, 2020, our guest contacted customer care to asking to cancel with no fees. The agent was unable to reach anyone at the hotel to get approval, and the guest left their reservation active.
On June 5, 2020, our guest contacted customer care again, asking for cancellation with no fee. The customer care agent was able to reach the hotel, and the hotel agreed to only charge one night instead of the two required per the policy. Following this, the reservation was canceled.
Conclusion/Resolution:We want to offer our apologies for any inconvenience this may have caused the customer.
As the customer chose a hotel collect reservation, the hotel is the billing merchant and no funds were collected by Hotels.com. If the customer has additional questions about the billing, we recommend they reach out to the property directly for further assistance.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
We booked a trip to Hawaii for the NALC convention in August 2020. The convention was cancelled due to Covid-19. Since this is business related I was to be reimbursed by the ***, however since Expedia will only give a voucher I will benefit from a trip and I will not be able to be reimbursed. This creates a financial hardship on me. Hawaii has no immediate plans to allow tourists.
I contacted Expedia several times to no avail. I contacted *** Airlines and they agreed to a full refund cancellation #***. Expedia still will not honor the cancellation. When I spoke to Expedia about the *** they said they need to contact them because they need their approval. They said they were closed when they tried to call. I called the *** and they told me that it was pre-sold to Expedia and Expedia's upper management has the authority to cancel but they keep turning the customers back to the hotel. Expedia emailed me back and said the only thing they can do is issue a voucher. I find this very disturbing and again creates a hardship on me.
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing San Francisco, CA to Honolulu, HI August
14, 2020, and returning August 22, 2020 for two adults. And an eight night stay
at the *** Resort & Spa. We understand Mr. is
requesting a refund due to the Covid-19 pandemic.We
have contacted *** airlines and mentioned the case number (***). The airline representative
has advised they have authorized a full refund and provided Expedia with a
waiver code to process. The hotel reservation with *** was booked
non-refundable and cannot be cancelled without a penalty equal to the full
amount paid for the booking imposed. We have contacted the property, however
they are currently closed due to the pandemic. We have reached out to their
general reservations department who advised we must wait until the property
opens to request a cancellation without penalty. We
have not cancelled and processed a refund for the flight portion as the hotel
portion will not be valid for refund at this time. We made two attempts to
reach Mr. to ask whether he would like to keep the reservation as is, or
process the flight for cancel/refund while the hotel remains as non-refundable,
however we were unable to reach the customer.We
kindly ask Mr. to call our customer support line at his earliest
convenience to confirm the cancellation of the flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I spoke with *** and they said it was Expedia who can cancel the Hotel, not them since it is prepaid by Expedia. Their response is not fair and unacceptable. I want a voucher for future use.
Sincerely
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We have taken the conversation with the hotel and the
customer into consideration, and have determined the approval by the hotel
applicable. The hotel has been cancelled and refund has been processed in the
amount of $1466.13. The flight reservation with *** airline has been
cancelled and refund processed for $850.02. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of travel disruptions following
the Covid-19 pandemic.
We 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,Michael ***Corporate Correspondence Team
I purchased 2 Tickets from Lisbon > London > Hanoi > Lisbon. About a week before my scheduled departure, the returning flight from Hanoi to Lisbon was moved 2 days which did not work with my work schedule. I requested a refund but Expedia could not or would not get in touch with *** Airlines to secure it. In the end I agreed to cancel our tickets for a fee (that was unjustified due to the changing of return dates and also due to *** Airlines adjusted Covid 19 rules that were sent to me BY EXPEDIA). 10 weeks later, we still have not received a refund and have a $2000 outstanding credit card charge. *** airlines says that we must contact Expedia because our credit card was taken on their site, and thus they are responsible for the refund. Strangely, now when we login to Expedia, we have been rebooked on a new one way ticket flight that we did not know about or authorize from Salt Lake City to Honolulu scheduled for September 1st on United. The ticket has the same Itinerary number and costs the EXACT SAME AMOUNT AS THE TICKETS THAT WERE APPARENTLY REFUNDED. This seems a lot like fraud. When I call customer service, (with whom I've spent well over 7 hours on the phone on this issue, there are no answers) When I wait for the escalation team, there are no answers. I have an email confirming my cancelation from March 18th. Itin: *** - Case ID : [REQ:***]
July 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would like a refund of $2027.48.Our records indicate on January 21, 2020, Mr. or an authorized
user of the Expedia account, self-booked two multiple destination flights on *** Airlines departing on March 19, 2020 from Lisbon, Portugal to London,
England and departing on March 24, 2020 from London,
England to Hanoi, *** returning on March 31, 2020 from Hanoi, *** to Lisbon, Portugal via ***. We can confirm on March 18, 2020, the
airline changed the customer’s flight schedule to April 3, 2020. The customer called in and requested to
cancel. Our representative tried to
contact the airline for a waiver code. An email was sent to the customer regarding the request to cancel the
reservation. Our email advised the
customer the airline would initiate a refund of $841.30
per ticket, which includes the airline cancellation fee of $167 per passenger. Expedia emailed the airline asking for a
waiver code to cancel and refund the itinerary due to the schedule change.During the month of June 2020,
the customer contacted Expedia on several occasions and inquired on the refund. Due
to high call volumes or no response from the vendors, an email was sent to the customer advising the that the vendor was not available
and we will follow up at a later timeFrom July
3, 2020 through July 17, 2020, there have been numerous emails from the
customer to Expedia about the refund and from Expedia to the airline. On July 16, 2020, *** Airlines emailed Expedia and advised that they
received a chargeback/inquiry from the issuing bank on May 5, 2020 regarding
the two tickets. They advised the case is under investigation the disputed payment between the
bank, the airlines and the cardholder. The advised they cannot change the ticket status from suspended, unless the customer contacts them directly to
request a refund of the tickets"After further review on July 17, 2020, Expedia verified the
details of *** Airlines email,
they advised in an email dated July 16, 2020 that the customer filed a
chargeback on May 5, 2020, and the tickets must remain in a suspended status,
unless the customer contacts *** Airlines directly and request a refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received
the funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly
provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
in January of this year, I purchased two all-inclusive (flight and hotel) packages for a bachelorette trip to Playa Del Carmen, Mexico from June 6-10, 2020 through Expedia.com. On May 25, 2020, Expedia.com called to inform me that my flight reservation had changed and to call back or visit my trips for details. When I called back they informed me that my flight had been canceled. I requested and was granted a full refund. I then inquired about getting a refund for my hotel since I would not be able to travel and the bachelorette trip had been canceled. After much back and forth with Expedia (and the hotel), I received an email informing me that because my trip was nonrefundable they would not issue me a full refund but would provide a coupon for the full amount I had already paid. I explained that this was not a satisfactory resolution since the purpose of my trip had been cancelled and was not going to be rescheduled due to health concerns for the foreseeable future. When I followed up directly with the group that manages the hotel they informed me that they are standing by this policy despite the fact that the hotel will be closed through June 30. Due to this new information, I double checked that Expedia's site for the hotel also showed the hotel will be closed through June 30 and decided to attempt again to explain to Expedia that I believed I was entitled to a refund since the hotel will not be in operation. They informed that their position had not changed and that I could cancel my reservation for a coupon. Finally on June 1, I received a notice from Expedia informing me that the hotel had canceled my reservation because the hotel would be closed, here is the exact language: "Your reservation was cancelled by the property because the property will now be closed during your stay. We will provide you with a coupon for the full amount of the original purchase price that can be used for a new reservation at the same property when it opens. You will receive an email when your coupon is ready." I followed up with Expedia on June 4 to see if due to the fact that the hotel canceled the reservation if I could now get a full refund since they are unable to render the service I paid for on the dates on which I paid to have them rendered to no avail, even asking to speak to a supervisor to see if Expedia would issue the refund if the hotel wouldn't. I could really use whatever assistance you can provide. I believe I am entitled to a full refund because the hotel canceled the reservation. Thank you!
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Liya
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the *** - All Inclusive -
Adults Only in Playa Del Carmen, Mexico, checking in June 6, 2020 for two
adults. We understand Ms.
*** is requesting a
refund in lieu of a voucher/coupon.Before
the start of the trip, Ms. was sent a click to cancel email allowing the
customer to cancel the reservation and obtain a coupon in the amount paid for
the booking. The reservation was booked as non-refundable and cannot be
refunded without approval by the property. On May 27, Ms. or an authorized
user of the account called to inquire on a refund. The Expedia representative
called the hotel and was advised a refund is not possible. The
voucher has been added to the customers account in the amount of $605.00 on
June 1. She may re-book travel at the Ocean
*** - All Inclusive - Adults Only in Playa Del Carmen, Mexico.
Full details have been sent via email to the customer. Prior to the completion of cancelling the
reservation Ms. was advised there is no refund when cancelling this
reservation. As you may know, Expedia acts as an independent agent for
reservations for airlines, car rental companies, and hotels. When the customer
purchased a reservation through Expedia.com, Expedia acts as the agent between
the client and the vendor. The vendor provides the rules and restrictions of
the reservation and we have no authority to circumvent or to override those
policies. Unfortunately we are unable to
provide a refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: when I was advised that I could not get a full refund by canceling, I chose not to cancel my reservation. The hotel is the party that canceled my reservation because the property was closed for the duration of my reservation.
Sincerely
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We understand Ms.
*** does not agree with the cancellation, and policies of her hotel reservation. While we understand the
customer is not accepting the voucher/coupon, please understand Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose
services we sell. We act only as an agent for their product and we do not have
the authority to override or to change their policies and procedures.
Additionally, we did not set the hotel’s (non-refundable) policy and we must
abide by our suppliers rules. The voucher has been added
to the customer’s account in the amount of $605.00 on June 1. She may re-book
travel at the *** - All Inclusive - Adults Only in
Playa Del Carmen, Mexico. Full details have been sent via email to the
customer. We 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,Michael ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I bought travel insurance through Expedia/AIG. While on vacation, I had to change my flight due to COVID. For days I could not get anyone on the phone from Expedia to make the changes so I did it myself through the airline company. Finally after reaching out for help through social media I heard from someone at Expedia who stated that since I had full coverage insurance I would be reimbursed for the changes in the flights, somewhere around $400 per person. I filed a claim almost 7 weeks ago and every time I speak to a representative at Expedia or AIG, I'm told that they are working on it but cannot give me a time frame of when I can get my money. This is outrageous. It is not fair to the consumer what they are doing. They took my money and will not give it back in these trying times. This cannot be allowed to go on to helpless consumers.
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** for two adults. We understand Mr. is
requesting a refund for the penalty imposed to make a
change to his flights.We
have confirmed with *** the customer has made a change to his flights
pre-travel and paid $800.00 for the penalty. We have processed the refund using
the Package Protection Plan on the itinerary. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of requests following the
Covid-19 pandemic. We sincerely apologize for the experience the customer has previously
received. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have a travel credit from a flight I booked last year through *** that expires 7/3/20. I am unable to travel due to COVID-19. Expedia is refusing to extend the date of my credit and telling me to fly somewhere else even though the pandemic is still currently happening. I feel like they are saying either lose your money or risk your life in travel. This is horrible treatment of someone that uses them regularly for flights.
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** departing Newark, NJ to Tokyo,
Japan on August 31, 2019, and return September 10, 2019 for one adult. We
understand Ms. is requesting to extend the validity of the travel credit with ***.On June 5, Ms. or an authorized user of the
account called to extend the validity of the
ticket, however the Expedia representative advised the validity cannot be
extended after the request had been denied by an airline representative. The
customer was advised the last day to re-book new travel is July 4, 2020. On July
3, an Expedia corporate representative called *** once more requesting an
extension which had been denied, however the agent mentioned we may send an
email to request a refund. We have requested for a refund via
email which has been denied by *** as it does not fall in their Covid-19
flex policy for refund. The only option they have given is to refund for the
unused taxes on the ticket. We have given authorization to the airline to
process the refund for the unused taxes. The refund will be processed by All
Nippon directly to the original form of payment used. Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose services we sell. We act only
as an agent for their product and we do not have the authority to override or
to change their policies and procedures. Additionally, we did not set the flights
policies and we must abide by our suppliers rules.
Due to the information provided, we are
unable to extend the validity of the ticket or refund the ticket in full. We
apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team