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.
Terrible customer service and company ethics. 3 months later and no refund. Lied to me multiple times, spent probably close to 50hrs on the phone(I know, dumb, but at this point it’s for the principle). I even got them lying to me in writing! Can’t wait for a class action suit!
Avoid this company, and look up what other companies they own. This is the only company that screwed us during the covid pandemic.
Every other company we traveled with momentarily refunded all the funds.
Not these guys!
Never again traveling through them!
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
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
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
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
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 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.
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 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
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 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
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.
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.
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.
My fiancé and I booked a trip from June 2nd to June 7th, including hotel, flight and shuttle service with Expedia. When we arrived to Mexico, our shuttle was not there to pick us up and the hotel was shut down. Because neither my phone nor my fiancé’s phone could make international calls, I reached out to my mother in the USA through Skype. She then spent from 3:15pm until 6:45pm talking to representatives with Expedia and attempting to resolve our issue, with no luck. She spent in total 3.5 hours attempting to talk to unhelpful Expedia agents, while my father spent 1.5 hours contacting the hotel to figure out why they would allow for bookings, if they are closed. Come to find out the *** Resort Chain notified us that they have proof that they have notified Expedia that their hotels will be closed during our dates of booking, yet Expedia still chose to post the hotel on their server, as an option that could be booked.
After sitting at the *** Airport from 1:30pm to 6:30pm, one of the shuttle drivers was able to reach out to a hotel that was over an hour away, so we could at least have a place to stay. We didn’t arrive at the new hotel until 8pm. That was collectively 6.5 hours that we wasted dealing with a major mistake that Expedia caused on the first day of our vacation.
When we arrived at one of the very few alternative hotel options that were open, we discovered that 90% of the resort was closed with only 2 restaurants and one pool open in the vicinity, but because we didn’t have a choice and no assistance from the Expedia representatives, we reserved a stay in that hotel until Friday, June 5th, to give us time to contact Expedia and resolve the issues.
On June 3rd, what was supposed to be the 2nd day of our vacation, my Fiancé and I spent from 9:50am until 3:20pm, 5.5 hours, talking to two agents and two Supervisors about our issue with the closed hotel and discussing a new return flight and update in the shuttle service. After having numerous dropped phone calls and being put on hold more times than I could count on one hand, our flight was changed to Friday, June 5th, instead of June 7th, and the representatives supposedly began the process of getting a refund for the closed hotel that we were supposed to stay at originally. The Shuttle service was not able to be reached for an update on when and where to pick us up from.
We spent $680 for 3 nights for the new hotel, which is out of our budget, and additional $79 for a new Shuttle reservation to return us to the airport on June 5th. Furthermore, we spent numerous dollars in tipping people at the airport to assist us on June 2nd, due to the lack of presence by Expedia. Collectively, between my family talking to Expedia and *** representatives and my fiancé and I talking to Expedia representatives, we have spent 10.5 hours. My fiancé and I wasted almost 2 full days out of the 3 days we were “on vacation” and 4 days of Paid Time Off for both of us.
Expedia.com Response
• Jul 18, 2020
July 18, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like
for Expedia to compensate her $4630.00 for the cost of their trip.Our records indicate on May 27, 2020, Ms. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on June 2,
2020 from Dallas, TX to Cancun, Quintana Roo, Mexico and returning on June 7,
2020, with a five night say at *** All Inclusive via
***. In addition, round trip
ground transportation was booked via ***.We can confirm on June 2, 2020, the
customer called in advising the hotel was closed
when they tried to check in. Our
representative called the hotel but was not able to contact.On June 3, 2020, the
customer called in and requested to change the return
flights for June 4th, 2020, since everything is closed and it is
difficult to stay due to COVID19. The
customer called in later and requested an escalation since the hotel was closed. The
customer inquired why the hotel was being advertised on our site and they are
closed? She also requested to change the
return flight to June 5, 2020. Our
representative call the hotel and they advised that all reservations have been
cancelled and refunded; advised the last day of operation was March 20,
2020. They advised the hotel will reopen
on June 8, 2020. The customer called
back after the last call was disconnected. Requested to change the return flight to June 5, 2020. Our representative reviewed the details of
the airline reservation and verified it was eligible for even exchange. The customer agreed to the change and the
representative processed the even exchange and had the tickets reissued.From June 7, 2020 through June 10, 2020, there were numerous email communications between the customer and
Expedia and Expedia and the hotel. Expedia
emailed the customer advising Expedia was in the process of contacting the
hotel. Expedia emailed the hotel asking if
they would authorize refunding the reservation. The hotel replied advising they were not charging a penalty for the
reservation. Expedia emailed the
customer advising the hotel authorized Expedia to issue a refund. Expedia issued a refund of $899.45 on June 10, 2020, to the original card that was
charged.After further review on July 18, 2020, Expedia was able to verify
the Expedia account, the hotel and flight
reservation. Expedia confirms the flight
reservation was changed without any additional charge and the hotel cost of
$899.45 was refunded on June 10, 2020. Due to COVID19 and the restrictions changing on a day to day basis
Expedia has applied a coupon $100.00 coupon to the Expedia account that is valid
until August 31, 2021 and issued a refund for the ground transportation in the
amount of $68.00. The refund should
appear on the card within the next 30 days.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Please accept our apologies for any inconvenience
that you may have experienced due to the COVID19 pandemic. Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 30, 2020
Thank you for allowing me to respond to the business. My response is as follows:
Expedia did confirm that we had been in communication throughout our trip to fix the problem at hand and after we returned home. However, as a third party company, Expedia should be knowledgeable of what hotels they are allowing to be booked on their website, especially if a certain hotel is closed for service. My main issue with the business is that we spent most of the "vacation" time on the phone with Expedia to assist in providing a resolution to their mistake. Although they refunded the charge for the hotel that was closed and the transportation service that failed to provide shuttle service, they should be liable for the amount of time and energy their clients spent to resolve the issue. As I break it down in my initial complaint, we spent collectively 10.5 hours just communicating with representatives, which in turn ruined 2 of the 3 days that we were on the trip. We insist that the company should be held liable for the emotional and financial stress. We wasted our summer vacation time due to their mistake, therefore they still need to cover the remainder of the expenses, which is the charge of the last minute booking of a hotel that was out of our budget (because it was the only option available), flights to a destination that was essentially closed and the 4 days of wasted vacation time for both, my fiance and I. That total comes out to $3662.55.
With that said, we do appreciate Expedia returning our money for the initial hotel and the shuttle service, but it would have been unethical to charge us for those services, when they were unavailable to begin with.
The final words in Expedia letter state: "Please accept our apologies for any inconvenience that you may have experienced due to the COVID19 pandemic", however this was not an inconvenience due to the ongoing pandemic, this was an inconvenience caused due to lack of correspondence from Expedia, before we booked our trip or even after we booked, before we actually landed in Mexico. To me that is not a company providing ethical business, and I would not be surprised if other clients have had to suffer the same consequences.
Thank you for your time.
Regards
Expedia.com Response
• Jul 31, 2020
July 31, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***.
As stated in our previous Revdex.com Ms.
has been fully refunded for the hotel an shuttle service. Regrettably, Expedia cannot honor Ms.
request for additional compensation beyond what has already been processed.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because: Expedia was notified that the hotel will not be operating. Therefore,
it was Expedia’s responsibility to notify its clients. Attached is the email my
family had received, when they reached out to the hotel in my behalf. If Expedia
had notified my fiancé and I of the closure, prior to us booking the trip, we would have never
had to deal with this issue. For this reason, we find Expedia fully responsible
and should be held accountable for their lack of action.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I reserved two hotel rooms at the *** Hotel in Las Vegas for May 20, 2020 via Expedia.com. Due to the Pandemic, our trip was cancelled. Expedia.com contacted me and told me they would cancel the room reservation and give me a full refund. This is Expedia itinerary #: ***.
On May 22, I received a credit of $248.63 – this was for only one of the two rooms reserved. I realized this when I received my credit card statement on May 30, 2020.
I contacted Expedia’s Customer Service on June 1, 2020. After a long period of talking to two different CSR’s, I was told I would be receiving the rest of my refund within 72 days.
On June 3, 2020, I received an email from Expedia stating:
We have tried to contact the *** Hotel & Spa at *** Las Vegas for your refund request but unable to reach them. We have forwarded your case to our specialized team to follow up on your request. We will keep you posted once we get an information needed from them.
I have talked to the *** Hotel, myself, and they told me that this was an issue with Expedia as they, the ***, had never received any payment from Expedia. Expedia needed to refund me for the second room. Also, they noted that they have been closed and were not handling any wholesale calls at this time. They also told me they had previously sent a blanket e-mail to Expedia informing them that all reservations were cancelled free and clear and that they would not be responding to any further requests for cancellation verification during this Pandemic period.
Please note, each time I have talked to Expedia Customer Service they keep saying they have to talk to the *** Hotel and that they have sent an e-mail but have not heard back. Knowing that the *** is not replying to said e-mails and that the blanket e-mail confirming all reservations has been sent to Expedia from the *** implies that Expedia is stalling and using the lack of an e-mail response as a useless excuse to not complete refunds. This is a horrible business practice and certainly tarnishes their reputation as a fair and reputable company.
By the way, the individual I spoke to at the *** did mention that I am not the first person that has called them and had told them about this sort of situation and the stall tactic Expedia is using.
I am requesting your assistance in investigating this stall tactic Expedia is using and would appreciate your assistance in getting my refund of $248.63.
Expedia.com Response
• Jul 29, 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 February 24, 2020 via Expedia.com, for arrival on May 20, 2020 and departure on May 22, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 248.63 which should be received in 3-7 business days. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
We purchased a bundle travel vacation with Expedia for flight (*** airlines), resort and transfer vehicle. flight was cancelled and resort closed due to covid. We received credit from resort and car. We received notice from Expedia we have airline credit and to first call airlines to use. *** told us Expedia paid them with a 'check' so they cannot deal with me direct. I have tried to re-book a trip, again doing a bundle of hotel, airlines and car 3 times with Expedia to use my credit - ensuring I choose an itinerary with *** Airlines so they can apply my credit. I have been told I CANNOT book a bundle deal to use my credit - that I am required to book my airlines separately from my hotel to use the credit. However, the trip costs me $500 more to book this way! I have called multiple times, I have waiting on hold 2 hours once to speak to corporate. Each time I am disconnected and no one will call me back after discussing this issue and getting "disconnected".
Expedia.com Response
• Jul 17, 2020
July 17, 2020
Revdex.com***, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like to
rebook a vacation bundle and use the credit with the same discounts.Our records indicate on February 3, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked two round trip on ***
Airlines departing on April 26, 2020 from Seattle, WA to *** Vallarta,
Jalisco, Mexico and returning May 4, 2020, an eight night stay at ***
*** Resort & Spa, along with roundtrip ground transportation via
***. We can
confirm April 30, 2020, the customer wants to use the airline credit and re issue the reservation. The customer preferred Seattle to Puerto
*** on November 29, 2020 at 810am, returning on December 8, 2020 at 5:35pm. The representative was unable to process the
request and contacted another representative. The representative advised the
customer that there was a future travel credit with the airline and they are
waiving the exchange fee before February 28, 2021. Advised the hotel was part of a package
reservation and the unable to use the credit for booking package. Our representative advised that it has to be
same itinerary to use the credit and have to book a standalone hotel. The customer advised that she doesn't want to
pay more for standalone hotel.On June 5, 2020, the customer called to rebook
the flights using the airline credit. The customer wanted to book a package reservation; our representative assisted
the customer to book a standalone flight reservation but the customer decided to
speak with a Supervisor. While the
representative was calling for a supervisor the call was disconnected. Our representative noted that the customer
was called back but the call went to voice mail.After further review on July 17, 2020, Expedia reviewed
the reservation, originally the flight and hotel were booked as part of a
package/bundle reservation. Once the reservation
was cancelled, the two are no longer a part of a package/bundle reservation. The
flight reservation would need to be exchanged (exchange fee waived per airline)
and a new hotel reservation would need to be made at the current rate and
increase in cost would be the responsibility of the customer. The customer can contact our Customer Service
Department at 877-227-7481 when they are ready to book their new reservation(s).Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because:
No one books through Expedia WITHOUT booking a bundle.
As you said: "and a new hotel reservation would need to be made at the current rate and increase in cost would be the responsibility of the customer."
For me to book my hotel separate, it is costing us $500+ more for the trip. This is price gauging. I have contacted *** Airlines and they said you should be able to apply the credit to ANY booking since YOU HOLD THE CREDIT.
Why should I have to pay $500 more to use a credit YOU are holding because YOU paid *** with a 'check', when I paid with *** and has seen been paid in full? Even the airlines said this was not right!
This is unacceptable - that people are paying MORE to Expedia to use a credit you are holding hostage.
I was trying to use my *** Airlines flight credit. I cannot use it online and have to call Expedia Customer Service. I have spent hours on hold during two consecutive days, and my calls were being transferred to Support Center, Supervisor, another agent, placed on another hold and finally, they always just hang up on me. They claimed that they tried to call back once and left a voice mail -- there was no call back and no voice mail left!! Every time they hang up on my calls, I have to start the lengthy process again, and go through long waiting times. My airline flight credit cannot be used, Expedia process is not working!!! In the mean time, the price on the flight ticket that I wanted to book went up. I will never return to Expedia as a customer for new travel purchases!
Expedia.com Response
• Jul 16, 2020
July 16, 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 one-way fare with *** Airlines
departing Seattle, WA to Orange County, CA on
March 30, 2020 for one adult. We
understand Mr. is requesting a refund
in lieu of credit as he was unable to utilize it.On
June 4, Mr. or an authorized
user of the account called to re-book new travel with *** airlines. New date
of travel was to be June 11, 2020. The Expedia representative did mention they
were unable to make the changes and escalated to their support desk for
process. Per documentation, the customer asked the agent to call back after 30
minutes as he was in a meeting. The agent called back and during the change
process, the line was disconnected once more. We contacted the customer to advise the
credit is valid until March 24, 2022. The customer accepted to re-book at a
later date. We sincerely apologize for the
inconvenience and service Mr. received. Due to the Covid-19
pandemic, Expedia is experiencing longer than usual hold times. We hope soon the
call volume will decrease making it easier for Mr. to re-book when
ready to re-book new travel.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 ZCorporate 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.
Terrible customer service and company ethics. 3 months later and no refund. Lied to me multiple times, spent probably close to 50hrs on the phone(I know, dumb, but at this point it’s for the principle). I even got them lying to me in writing! Can’t wait for a class action suit!
Avoid this company, and look up what other companies they own. This is the only company that screwed us during the covid pandemic.
Every other company we traveled with momentarily refunded all the funds.
Not these guys!
Never again traveling through them!
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
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
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
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
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 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
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 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
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 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
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
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.
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
My fiancé and I booked a trip from June 2nd to June 7th, including hotel, flight and shuttle service with Expedia. When we arrived to Mexico, our shuttle was not there to pick us up and the hotel was shut down. Because neither my phone nor my fiancé’s phone could make international calls, I reached out to my mother in the USA through Skype. She then spent from 3:15pm until 6:45pm talking to representatives with Expedia and attempting to resolve our issue, with no luck. She spent in total 3.5 hours attempting to talk to unhelpful Expedia agents, while my father spent 1.5 hours contacting the hotel to figure out why they would allow for bookings, if they are closed. Come to find out the *** Resort Chain notified us that they have proof that they have notified Expedia that their hotels will be closed during our dates of booking, yet Expedia still chose to post the hotel on their server, as an option that could be booked.
After sitting at the *** Airport from 1:30pm to 6:30pm, one of the shuttle drivers was able to reach out to a hotel that was over an hour away, so we could at least have a place to stay. We didn’t arrive at the new hotel until 8pm. That was collectively 6.5 hours that we wasted dealing with a major mistake that Expedia caused on the first day of our vacation.
When we arrived at one of the very few alternative hotel options that were open, we discovered that 90% of the resort was closed with only 2 restaurants and one pool open in the vicinity, but because we didn’t have a choice and no assistance from the Expedia representatives, we reserved a stay in that hotel until Friday, June 5th, to give us time to contact Expedia and resolve the issues.
On June 3rd, what was supposed to be the 2nd day of our vacation, my Fiancé and I spent from 9:50am until 3:20pm, 5.5 hours, talking to two agents and two Supervisors about our issue with the closed hotel and discussing a new return flight and update in the shuttle service. After having numerous dropped phone calls and being put on hold more times than I could count on one hand, our flight was changed to Friday, June 5th, instead of June 7th, and the representatives supposedly began the process of getting a refund for the closed hotel that we were supposed to stay at originally. The Shuttle service was not able to be reached for an update on when and where to pick us up from.
We spent $680 for 3 nights for the new hotel, which is out of our budget, and additional $79 for a new Shuttle reservation to return us to the airport on June 5th. Furthermore, we spent numerous dollars in tipping people at the airport to assist us on June 2nd, due to the lack of presence by Expedia. Collectively, between my family talking to Expedia and *** representatives and my fiancé and I talking to Expedia representatives, we have spent 10.5 hours. My fiancé and I wasted almost 2 full days out of the 3 days we were “on vacation” and 4 days of Paid Time Off for both of us.
July 18, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like
for Expedia to compensate her $4630.00 for the cost of their trip.Our records indicate on May 27, 2020, Ms. or an authorized user of the Expedia account,
self-booked two round trip flight on *** Airlines departing on June 2,
2020 from Dallas, TX to Cancun, Quintana Roo, Mexico and returning on June 7,
2020, with a five night say at *** All Inclusive via
***. In addition, round trip
ground transportation was booked via ***.We can confirm on June 2, 2020, the
customer called in advising the hotel was closed
when they tried to check in. Our
representative called the hotel but was not able to contact.On June 3, 2020, the
customer called in and requested to change the return
flights for June 4th, 2020, since everything is closed and it is
difficult to stay due to COVID19. The
customer called in later and requested an escalation since the hotel was closed. The
customer inquired why the hotel was being advertised on our site and they are
closed? She also requested to change the
return flight to June 5, 2020. Our
representative call the hotel and they advised that all reservations have been
cancelled and refunded; advised the last day of operation was March 20,
2020. They advised the hotel will reopen
on June 8, 2020. The customer called
back after the last call was disconnected. Requested to change the return flight to June 5, 2020. Our representative reviewed the details of
the airline reservation and verified it was eligible for even exchange. The customer agreed to the change and the
representative processed the even exchange and had the tickets reissued.From June 7, 2020 through June 10, 2020, there were numerous email communications between the customer and
Expedia and Expedia and the hotel. Expedia
emailed the customer advising Expedia was in the process of contacting the
hotel. Expedia emailed the hotel asking if
they would authorize refunding the reservation. The hotel replied advising they were not charging a penalty for the
reservation. Expedia emailed the
customer advising the hotel authorized Expedia to issue a refund. Expedia issued a refund of $899.45 on June 10, 2020, to the original card that was
charged.After further review on July 18, 2020, Expedia was able to verify
the Expedia account, the hotel and flight
reservation. Expedia confirms the flight
reservation was changed without any additional charge and the hotel cost of
$899.45 was refunded on June 10, 2020. Due to COVID19 and the restrictions changing on a day to day basis
Expedia has applied a coupon $100.00 coupon to the Expedia account that is valid
until August 31, 2021 and issued a refund for the ground transportation in the
amount of $68.00. The refund should
appear on the card within the next 30 days.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Please accept our apologies for any inconvenience
that you may have experienced due to the COVID19 pandemic. 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
Thank you for allowing me to respond to the business. My response is as follows:
Expedia did confirm that we had been in communication throughout our trip to fix the problem at hand and after we returned home. However, as a third party company, Expedia should be knowledgeable of what hotels they are allowing to be booked on their website, especially if a certain hotel is closed for service. My main issue with the business is that we spent most of the "vacation" time on the phone with Expedia to assist in providing a resolution to their mistake. Although they refunded the charge for the hotel that was closed and the transportation service that failed to provide shuttle service, they should be liable for the amount of time and energy their clients spent to resolve the issue. As I break it down in my initial complaint, we spent collectively 10.5 hours just communicating with representatives, which in turn ruined 2 of the 3 days that we were on the trip. We insist that the company should be held liable for the emotional and financial stress. We wasted our summer vacation time due to their mistake, therefore they still need to cover the remainder of the expenses, which is the charge of the last minute booking of a hotel that was out of our budget (because it was the only option available), flights to a destination that was essentially closed and the 4 days of wasted vacation time for both, my fiance and I. That total comes out to $3662.55.
With that said, we do appreciate Expedia returning our money for the initial hotel and the shuttle service, but it would have been unethical to charge us for those services, when they were unavailable to begin with.
The final words in Expedia letter state: "Please accept our apologies for any inconvenience that you may have experienced due to the COVID19 pandemic", however this was not an inconvenience due to the ongoing pandemic, this was an inconvenience caused due to lack of correspondence from Expedia, before we booked our trip or even after we booked, before we actually landed in Mexico. To me that is not a company providing ethical business, and I would not be surprised if other clients have had to suffer the same consequences.
Thank you for your time.
Regards
July 31, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***.
As stated in our previous Revdex.com Ms.
has been fully refunded for the hotel an shuttle service. Regrettably, Expedia cannot honor Ms.
request for additional compensation beyond what has already been processed.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia was notified that the hotel will not be operating. Therefore,
it was Expedia’s responsibility to notify its clients. Attached is the email my
family had received, when they reached out to the hotel in my behalf. If Expedia
had notified my fiancé and I of the closure, prior to us booking the trip, we would have never
had to deal with this issue. For this reason, we find Expedia fully responsible
and should be held accountable for their lack of action.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I reserved two hotel rooms at the *** Hotel in Las Vegas for May 20, 2020 via Expedia.com. Due to the Pandemic, our trip was cancelled. Expedia.com contacted me and told me they would cancel the room reservation and give me a full refund. This is Expedia itinerary #: ***.
On May 22, I received a credit of $248.63 – this was for only one of the two rooms reserved. I realized this when I received my credit card statement on May 30, 2020.
I contacted Expedia’s Customer Service on June 1, 2020. After a long period of talking to two different CSR’s, I was told I would be receiving the rest of my refund within 72 days.
On June 3, 2020, I received an email from Expedia stating:
We have tried to contact the *** Hotel & Spa at *** Las Vegas for your refund request but unable to reach them. We have forwarded your case to our specialized team to follow up on your request. We will keep you posted once we get an information needed from them.
I have talked to the *** Hotel, myself, and they told me that this was an issue with Expedia as they, the ***, had never received any payment from Expedia. Expedia needed to refund me for the second room. Also, they noted that they have been closed and were not handling any wholesale calls at this time. They also told me they had previously sent a blanket e-mail to Expedia informing them that all reservations were cancelled free and clear and that they would not be responding to any further requests for cancellation verification during this Pandemic period.
Please note, each time I have talked to Expedia Customer Service they keep saying they have to talk to the *** Hotel and that they have sent an e-mail but have not heard back. Knowing that the *** is not replying to said e-mails and that the blanket e-mail confirming all reservations has been sent to Expedia from the *** implies that Expedia is stalling and using the lack of an e-mail response as a useless excuse to not complete refunds. This is a horrible business practice and certainly tarnishes their reputation as a fair and reputable company.
By the way, the individual I spoke to at the *** did mention that I am not the first person that has called them and had told them about this sort of situation and the stall tactic Expedia is using.
I am requesting your assistance in investigating this stall tactic Expedia is using and would appreciate your assistance in getting my refund of $248.63.
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 February 24, 2020 via Expedia.com, for arrival on May 20, 2020 and departure on May 22, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 248.63 which should be received in 3-7 business days. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
We purchased a bundle travel vacation with Expedia for flight (*** airlines), resort and transfer vehicle. flight was cancelled and resort closed due to covid. We received credit from resort and car. We received notice from Expedia we have airline credit and to first call airlines to use. *** told us Expedia paid them with a 'check' so they cannot deal with me direct. I have tried to re-book a trip, again doing a bundle of hotel, airlines and car 3 times with Expedia to use my credit - ensuring I choose an itinerary with *** Airlines so they can apply my credit. I have been told I CANNOT book a bundle deal to use my credit - that I am required to book my airlines separately from my hotel to use the credit. However, the trip costs me $500 more to book this way! I have called multiple times, I have waiting on hold 2 hours once to speak to corporate. Each time I am disconnected and no one will call me back after discussing this issue and getting "disconnected".
July 17, 2020
Revdex.com***, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like to
rebook a vacation bundle and use the credit with the same discounts.Our records indicate on February 3, 2020, Ms.
*** or an authorized user of the Expedia account, self-booked two round trip on ***
Airlines departing on April 26, 2020 from Seattle, WA to *** Vallarta,
Jalisco, Mexico and returning May 4, 2020, an eight night stay at ***
*** Resort & Spa, along with roundtrip ground transportation via
***. We can
confirm April 30, 2020, the customer wants to use the airline credit and re issue the reservation. The customer preferred Seattle to Puerto
*** on November 29, 2020 at 810am, returning on December 8, 2020 at 5:35pm. The representative was unable to process the
request and contacted another representative. The representative advised the
customer that there was a future travel credit with the airline and they are
waiving the exchange fee before February 28, 2021. Advised the hotel was part of a package
reservation and the unable to use the credit for booking package. Our representative advised that it has to be
same itinerary to use the credit and have to book a standalone hotel. The customer advised that she doesn't want to
pay more for standalone hotel.On June 5, 2020, the customer called to rebook
the flights using the airline credit. The customer wanted to book a package reservation; our representative assisted
the customer to book a standalone flight reservation but the customer decided to
speak with a Supervisor. While the
representative was calling for a supervisor the call was disconnected. Our representative noted that the customer
was called back but the call went to voice mail.After further review on July 17, 2020, Expedia reviewed
the reservation, originally the flight and hotel were booked as part of a
package/bundle reservation. Once the reservation
was cancelled, the two are no longer a part of a package/bundle reservation. The
flight reservation would need to be exchanged (exchange fee waived per airline)
and a new hotel reservation would need to be made at the current rate and
increase in cost would be the responsibility of the customer. The customer can contact our Customer Service
Department at 877-227-7481 when they are ready to book their new reservation(s).Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
No one books through Expedia WITHOUT booking a bundle.
As you said: "and a new hotel reservation would need to be made at the current rate and increase in cost would be the responsibility of the customer."
For me to book my hotel separate, it is costing us $500+ more for the trip. This is price gauging. I have contacted *** Airlines and they said you should be able to apply the credit to ANY booking since YOU HOLD THE CREDIT.
Why should I have to pay $500 more to use a credit YOU are holding because YOU paid *** with a 'check', when I paid with *** and has seen been paid in full? Even the airlines said this was not right!
This is unacceptable - that people are paying MORE to Expedia to use a credit you are holding hostage.
***
Sincerely
I was trying to use my *** Airlines flight credit. I cannot use it online and have to call Expedia Customer Service. I have spent hours on hold during two consecutive days, and my calls were being transferred to Support Center, Supervisor, another agent, placed on another hold and finally, they always just hang up on me. They claimed that they tried to call back once and left a voice mail -- there was no call back and no voice mail left!! Every time they hang up on my calls, I have to start the lengthy process again, and go through long waiting times. My airline flight credit cannot be used, Expedia process is not working!!! In the mean time, the price on the flight ticket that I wanted to book went up. I will never return to Expedia as a customer for new travel purchases!
July 16, 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 one-way fare with *** Airlines
departing Seattle, WA to Orange County, CA on
March 30, 2020 for one adult. We
understand Mr. is requesting a refund
in lieu of credit as he was unable to utilize it.On
June 4, Mr. or an authorized
user of the account called to re-book new travel with *** airlines. New date
of travel was to be June 11, 2020. The Expedia representative did mention they
were unable to make the changes and escalated to their support desk for
process. Per documentation, the customer asked the agent to call back after 30
minutes as he was in a meeting. The agent called back and during the change
process, the line was disconnected once more. We contacted the customer to advise the
credit is valid until March 24, 2022. The customer accepted to re-book at a
later date. We sincerely apologize for the
inconvenience and service Mr. received. Due to the Covid-19
pandemic, Expedia is experiencing longer than usual hold times. We hope soon the
call volume will decrease making it easier for Mr. to re-book when
ready to re-book new travel.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 ZCorporate 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