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
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 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
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 contacted Expedia today snd spike to a supervisor name June starting around 9:30am EST. My flight was made through Expedia travel and the itinerary #***. I called several times demanding a refund for our scheduled connecting flights as a result of COVID-19 restrictions. We have several connecting flights into cities that are not in unison with reopening phases. Departing flight *** from Phoenix AZ, connecting to Flight *** in Los Angeles in route to Hawaii. My July 19 2020 return flight *** from Hawaii connecting flight *** into Denver CO to Baltimore MD. In Particular, my state, that has different phases by county within the state itself. These issues of our health and reports of a 2nd wave of infection that would potentially impact travel within 12 months. I have requested a refund and have been denied. I informed June, a supervisor at Expedia that I have an underlying health condition and travel within the next 12 months may not be safe. I also advised Expedia of the US Dept of Transportation April 3. 2020 notification requiring refunds on airline tickets interrupted by COVID-19.
Expedia.com Response
• Jul 14, 2020
July 14, 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 Taylor
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airlines departing Phoenix, AZ to
Los Angeles, CA on July 15, 2020, and returning July 19, 2020 for two adults. We understand Ms.
*** is requesting a refund.On May 27, Ms. or an authorized user of the
account cancelled the flight reservation. We contacted *** airlines to
inquire on refundability. The *** representative had advised that due to
quarantine in Lihue, HI, the customer is eligible
for refund. The agent mentioned they have not updated Expedia on how to
initiate the refund on our end and so processed the complete refund directly in
the amount of $1615.18. ***
advised refunds may take up to 30 business days to reflect back to the original
form of payment used. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Full Refund to the method used to book
On Dec 31, 2019 I booked *** Hotel, Sydney, Australia through Expedia.com for May 4-6, 2020,
Itinerary No: ***. This was a short stopover prior to returning the USA. Corona Virus struck the world in March, including Australia.
On April 1, 2020 I received an official Expedia email stating:
“Given current circumstances, we are able to authorize a date change at *** Hotel, Sydney until May 31, 2021 without penalty & to contact Expedia directly to amend reservation.”
On April 26 I call Expedia Customer service to confirm the ability to reschedule our Sydney dates. After I explained to the first representative that we had been informed by *** Airlines that there were only limited flights to return to the US and, as a result, our return flight was rescheduled from the original May 6 departure to May 4. Therefore, our reservation for the *** Hotel was invalid and we would no longer require hotel stay. The call was abruptly terminated. I believe that they simply hung up.
I immediately called back. A second representative took that call. She promised the following:
• Expedia would cancel the *** booking
• A voucher in the amount of $277.99 would be issued to me within 24 hours
• That there was no need for further action on my part
• An email would be sent to me confirming these arrangements
However, by the next day, April 27, I had not received an email. Called Expedia Customer Service once again. I was told that:
• There was no record of my having called
• No action had been taken regarding my reservation, and
• No voucher or other refund had been issued
I asked to speak to a supervisor and was connected with ”Jacob C” a “Customer Care Specialist”. After an extended and difficult phone conversation where I was required to repeat myself multiple times, I was asked to send him images of the original email from Expedia dated April 1. I did so. He gave me verbal confirmed information in email was correct. He then cancelled the *** booking & told me I would receive a voucher for $277.99 in my account within 30 days. It was also stipulated that I had until May 31, 2021 to use this voucher.
After 35 days (June 2) no such voucher/coupon had been received. I initiated my fourth call to Expedia. This time spoke to “Zia” a Customer Service Rep. Once again, I explained the entire situation and that I had not yet received a voucher or coupon (or any other form of communication). She reassured me I would receive email within 24 hours and that the coupon for $277.99 would be placed in my account. She also reconfirmed that I had till May 31, 2021 to use it.
On June 3, I received 2 emails, first from Herbert ***, Supervisor Expedia US Customer Service Team who now told me no voucher/coupon would appear in my account until I booked a new reservation. I responded that this was not what I’d been told on April 1, April 26, April 27 & June 2 by a total of 4 different Expedia Customer Service Reps. I then received email from Christ***, Supervisor, Expedia US Customer Service reiterating what Mr. had said- no coupon until you book again. In addition, he wrote that “if coupon doesn’t then appear to take a screen shot and contact them”.
During last 5 weeks I’ve had numerous Expedia Customer Service Reps answer my calls/emails with false promises, misleading and conflicting answers, and no provision of anything close to Customer service. During the course of these efforts I’ve have had 3 Case ID’s: *** - none of them have produced a coupon for $277.99 as promised & placed it in my account Member ID , but each and every one of them has been closed by Expedia as if the matter was resolved.
Expedia.com Response
• Jul 28, 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 December 31, 2019 via *** Sydney for arrival on May 4 and departure on May 6, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
The customer was in communication with our customer care team from April 27, 2020 to June 02, 2020 regarding a refund for their reservation. During the customer's initial interaction they were advised to use our self-service tool to complete their cancellation. After the cancellation was completed the customer followed up to request a status update on their coupon. Due to an unexpected error, the future travel voucher didn't issue to the customer's account.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
Our teams are working to get the coupon reissued to the customer's account and they should receive an email within the next 30 days with full details.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Customer Response
• Jul 30, 2020
Complaint: ***
Attention: ***
***, Engagement ConsultantI reject Expedia’s business response on July 28, 2020 for
the following reasons:Expedia omitted the fact that Expedia emailed me on April 1 and presented me with an option to cancel & reschedule the hotel stay until May 31, 2021 at no expense to myself due to COVID19. I DID NOT initiate contact with Expedia, they contacted me first via email. See attached PDF of the referenced E-Mail.In the above referenced and attached email of April 1, Expedia stated that if I wished to reschedule my booking due to COVID19 I should call Expedia to make those changes. As instructed, I called Expedia on both April 26 & 27. I made 3 calls on April 26 with the following results:Call #1 and #2 after a total of 60 minutes, Expedia staff hung up on me.Call #3, a woman named “Mia” stated that she would cancel the booking & email within 24 hours with the coupon. On April 27 I had not received a confirmation e-mail, no coupon in my Expedia account, and my reservation appeared to still be in full effect.When I called Expedia on April 27, I was told there was NO RECORD of my calls the day before & that no action had been taken by Expedia.After an extended conversation, I was transferred to a Customer Care Specialist, “Jacob C.” Jacob then cancelled the *** booking. I saw the cancellation appear on my account after talking to him.I did not cancel the booking, Expedia (Jacob C) cancelled it . I simply had to approve the cancellation after Expedia had cancelled it.After FOUR MONTHS of back and forth phone and e-mail communication with Expedia, there is absolutely no reason why I have to wait another 30 days simply to get another email from Expedia. I am responding to you within your 7-calendar day timeframe: Why should Expedia be allowed 30 days when they have already had more than 120 days to resolve this matter?After numerous telephone calls, multiple emails, filled with false promises, denial of the facts & delays I found it necessary to lodge a complaint with the Revdex.com. I thought that such a serious complaint of disservice would bring forth action. Unfortunately, incorrect information, empty words, and apparently more delaying tactics from Expedia have once again been the only result to my formal complaint. The business “resolution” will not be found in more e-mails, more delay, more incorrect representation of the sequence of events, but in the issuance of a credit of $277.99 (the full cost of my prior *** reservation) into my Expedia account within the next 7 days with a confirmation email that indicates same. This resolution is what Expedia
offered as an option on April 1, 2020. I
am expecting them to stop obfuscating and honor their commitments.
Customer Response
• Jul 31, 2020
Thank you *** for mediating with Expedia on my behalf. We are pleased that the coupon for $278 has been entered into my Expedia account.
It took Expedia 4 months to take this action that they proposed to me via email on April 1, 2020 which is extremely disappointing.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I made a reservation through Expedia and accidentally entered the wrong dates.I called immediately to change the dates and was told that it was a non-refundable reservation. I did not want to cancel the reservation, simply change the date. Expedia refused my request and I was told that I would be charged the entire amount. Furthermore, I was advised that even a change in zip code would classify as a cancellation. This is beyond my comprehension. The definition of "change" should be explicit as their policy is counter-intuitive to common sense.
Expedia.com Response
• Jun 30, 2020
Hello Revdex.com,
I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:
Customer Complaint:
The customer is asking for a full refund due to they made the reservation for the wrong date under itinerary *** for June 4th, 2020 to June 5th, 2020 at the *** in Lake Charles, LA. The customer states the cancellation and change policy is confusing.
Findings:
The reservation was booked as a non-refundable with the following policy being agreed to at the time of booking.Non-RefundableThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Per the agreed-upon policy, and changes or cancellation done to the reservation will not be refunded. We reached out to the property to request a waiver to approve a refund for this reservation. The General Manager Charolette advised it's a non-refundable booking and the policy was imposed.
Resolution:
The reservation was booked as non-refundable and the hotel has denied our waiver request. As such, we are unable to refund the reservation per the agreed-upon policy.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
On February 4, 2020 I purchased an *** flight from Hartford, CT, USA to Tokyo, Japan on Expedia.com. It was to be a round-trip flight departing from Hartford on May 28, 2020 and returning to Hartford on June 12, 2020. On March 27, 2020 I received an email from Expedia that *** pushed my flight back a day, I was offered two options: "I accept" and "I do not accept, call me" (see attached email) I chose "I DO NOT ACCEPT, CALL ME." I never received a call from Expedia. On April 9, 2020 I received an email stating that I was issued a flight credit because the “airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19.” The email did not state which reason in particular was the cause of my personal credit issue. I believe it was because the airline cancelled my flight but I never received notification of any kind that the airline cancelled my flight. Expedia would not take my call to request a refund until maximum three days before my scheduled flight. On May 25, 2020 I called and requested a refund citing the Department of Transportation’s guidelines for flights leaving from and ending within the United States. I was told by the agent I was eligible for a refund and that I would receive an email in a couple days with a confirmation number and the refund would be processed in six to eight weeks. After not receiving any confirmation of my refund for a week I contacted Expedia again on June 2, 2020 and was told the refund request had been submitted to *** and rejected based on their policy announced May 22, 2020 that flights cancelled due to COVID-19 were not eligible for full monetary refunds, a retroactive policy that I believe to also be against the Department of Transportation guidelines. After another call on June 3, 2020 where I reached a corporate support manager in which I was denied a refund a second time citing ***’s policy I believe I have done my due diligence to request a refund through the channels offered by Expedia. I believe Expedia and *** are in violation of 49 U.S.C. 41712 (unfair or deceptive practices), as the cancellation was due to no fault of my own as the passenger and I actively chose not to accept the airline’s offer for reschedule and was not given the opportunity to request a refund or deny an offer of a voucher. I have also filed complaints with the Department of Transportation and the Connecticut Attorney General.
Expedia.com Response
• Jul 14, 2020
July 14, 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 Hartford, CT to Tokyo, Japan on May
28, 2020, and returning June 12, 2020 for one adult. We understand Ms.
*** is requesting a refund due to the
Covid-19 pandemic.On
March 27, *** changed the outbound flight from May 28, 2020, to May 29,
2020. As per ***’s current flex policy for schedule changes due to the
Covid-19 pandemic, the flights are only eligible for future travel credit. On
May 25, Ms. or an authorized user of the account called to inquire on
receiving a refund. The Expedia representative had advised they processed a
refund. The refund was rejected due to the flex policy mentioned. We do
recognize this was an oversight by the Expedia agent and have processed a refund for
the flight in the amount of $903.40.Refunds
may take up to 30 business days to reflect due to the unprecedented volume of travel
disruptions following the Covid-19 pandemic.We thank you for allowing us 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
***All supporting documents redacted by Revdex.com
I booked a vacation through expedia.com in January 2020, for a trip to New York City in May 2020; the package included flight, hotel and transportation. Itinerary number ***. Due to COVID-19, the vacation had to be cancelled. I received the credit/refund for the flight and transportation but not the hotel. Yes, the verbiage did indicate NO REFUNDS on hotel; however, due the circumstances of COVID-19, I feel a refund should be issued. I talked with a representative from the hotel I had booked, ***, the representative advised the hotel was closed the month of May 2020, so even if I had not cancelled the trip and went, I would not have had a hotel to stay in. As a one-time exception to the rule and in the name of good customer service a refund of $865.05 should be issued. It is my understanding, Congress passed a law that advised companies MUST issue refunds. I have tried to no avail to reach a customer service representative, but have not been successful.
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 ***) regarding a package reservation.
Our records show on January 8, 2020, Ms. or an authorized Expedia account user self-booked a package reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Kansas City, MO to Tampa, FL departing on May 19, 2020 and returning on May 22, 2020. The package includes a private standard car with a hotel stay at YOTEL New York, NY for a check in on August 6, 2020 and a check out on August 9, 2020, for a total of $1614.65. We understand Ms. is requesting that Expedia refund the hotel portion of her package based on purchasing the Corona virus travel disruption. On June 5, 2020, Ms. contacted Expedia to utilize the airfare credit and to request a full refund for the hotel portion. Therefore, we advocated by speaking with the hotel to request a refund on Ms.’s behalf. We then provided *** airlines ticketing rules in terms of re-booking the flight reservation. The balance of $780.82, for the hotel accommodation was refunded back to the customers original form of payment. The bookings service history shows the private car was cancelled/refunded on our website back on April 15, 2020. We honored Ms.’s request by using the airfare credit with *** Airlines valued at $749.60, traveling from Kansas City, MO to Tampa, FL departing on October 21, 2020 and returning on October 28, 2020. Under *** Airlines flexibility policy found on their website, shows that Ms.’s remaining ticket valued, at $210.20, became a credit. Regrettably, *** Airlines is not permitting a refund for the residual credit. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record ( the company that charged Ms.’s 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.On June 18, 2020, Ms. contacted Expedia to request a refund for the $210.20, for the residual value. We stated that due to the non-refundable he may consult with Travel Guard the administrator of the plan to discuss his eligibility for a refund. In order to use the two credits of $105.10, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481.In conclusion we recognize that an airfare residual does not align with Ms.’s request. To reiterate the hotel accommodation was refunded back on June 5, 2020, honoring Ms.’s 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 21, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I agree with most or some of facts stated in the Expedia response except for the following:Excerpt from Expedia's reply:On June 18, 2020, Ms. contacted Expedia to request a refund for the $210.20, for the residual value. We stated that due to the non-refundable he may consult with Travel Guard the administrator of the plan to discuss his eligibility for a refund. In order to use the two credits of $105.10, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481.My reasons for not agreeing to this portion is as stated:1) It is impossible to reach a reliable person via this # 877-227-7481 or forever on hold2) When the original reservation was made, I had no idea that a pandemic of COVID19 was around the corner and this would affect a possible refund.3) I had to fight tooth & nail for the hotel refund, they originally informed me that they could not do that, again reason being "non-refundable", but when I told them that the hotel had sent information that they refunded Expedia, that is when I got a refund of that portion4) Originally they would not allow to re-book a later flight. Once challenged on that, they were trying to charge us more than what was advertised on the *** sight for those same flights. Again had to challenge them to honor the correct price. Therefore the $210.20 is the difference that was not used up on the original flights. So if they have honored the flight portion with the credits from ***, why not the remainder amount?5) I have spent too many hours on the phone & emails in challenging Expedia to do the correct thing, considering the pandemic affected all of us. From this experience, I will NEVER use Expedia or recommend anyone to do so. They are very difficult to work with.
Due to the unprecedented circumstances of COVID-19, expedia.com should in the name of customer service refund $210.20. The Department of Transportation has mandated the airlines refund any unused credits and as a third party provider, expedia.com should work with the airline on behalf of THEIR customer to obtain the refund.
We had a planned 15 person family trip to the Bahamas in June. As of May 31, Bahamas will not let anyone in for June. We contacted Expedia to get refunds obviously. We have spent collectively over 8 hours on hold with Expedia while they are "working on our order." No one ever returns to give us any information. Also, we purchased travel insurance on every single passenger. This is poor business practice. $10000 worth of tickets are being ignored by expedia. I don't have the time or patience to be on hold for 8 hours without a response. I expect a full refund immediately. This will involve legal action if not settled promptly.
Expedia.com Response
• Jul 18, 2020
July 18, 2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple reservations. We understand Mr. is seeking a refund for a family trip to the Bahamas.
In regards to the following email address,”***”, it does not reflect any Expedia travel history. Therefore, we reviewed a second address,” ***”, which does show (19) completed and (8) cancelled trips. However, on the Revdex.com complaint under the account number, “Multiples”, was documented. Regrettably, we were unable to narrow down which reservations are the ones associated with this Revdex.com, complaint.
Expedia respectfully requests that Mr. supply us with the itinerary numbers that he is specifically referring to within the complaint. The requested information can be sent through the Revdex.com site, and it will enable us to appropriately address all of Mr. concerns.
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 booked international round trip flight through Expedia and also purchased Travel Guard insurance through Expedia on 10/30/19, Itinerary # ***. Travel Guard Policy # ***.
On 03/29/20 I was notified by operating carrier, ***, that all my flights had been cancelled. I immediately contacted Expedia on 03/29/20 to request full refund. Expedia customer service agent first tried to convince me that my flights were not cancelled even after I offered to forward the cancellation email I received from ***. Agent stated that she didn't have access to email. I requested to be transferred to a supervisor. Supervisor confirmed that my flights were indeed cancelled and she would submit refund application. I specifically asked her whether Flight protection would also be refunded and she confirmed that it would be. As of today 06/04/20 I still have not received any refunds at all from Expedia. First, I was promised a refund in 30 days, after 30 days it was increased to 8 weeks, then to 10 weeks and then again to 12 weeks. Expedia blamed *** for delay, I have contacted *** directly on 04/06/20 and again on 05/01/20 to inquire about the status of the refund, *** added a note to this reservation both times instructing Expedia to issue a full refund due to involuntary cancellation and advised me to tell Expedia to contact *** if they had any issues in processing refund in a timely manner. Today on 06/04/20, I called Expedia again to check the status of my refund and I was informed that while my flight refund was still being processed, Travel Guard portion would not be refunded at all. Travel Guard can not protect a flight that doesn't exist, therefore they won't be able to provide the service they were paid for. I had previously submitted refund request on Travel guard website and have also contacted them by phone, but was informed that because it was purchased through Expedia, only Expedia is able to issue a refund.
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago, IL to Helsinki, Finland on
June 13, 2020, and returning June 22, 2020 for one adult.
And a Flight Protection Plan with coverage from Travelguard We understand Ms. is
requesting a refund for the flight and insurance
premium.On
April 4, Expedia received email confirmation to proceed with a refund without
penalty from ***. The airline has restricted our ability to initiate the
refund directly by us, and so we must submit the record through the Business
and Settlement Plan (BSP) link which has caused a delay in receiving the
refund. The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase. We
understand Ms. has been given conflicting time-frames on when the
refund will reflect, and have processed a refund for the insurance premium in
the amount of $51.00.We
do apologize for the extended time-frame in receiving the airline refund, but
know we have submitted the refund and is in process. Due to the unprecedented
volume of refund requests following the Covid-19 pandemic, refunds are delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 15, 2020
Complaint: ***
I am rejecting this response because:
While I appreciate you responding to my complaint and issuing the refund for travel Guard, travel protection in the amount of $51.00, I still have NOT received a refund of $795.85 for my cancelled flight, and there is no indication in your response as to when I might be receiving it. On July 29th it will be 4 month since I initially requested this refund to be issued. I understand these are unprecedented times, but Expedia also needs to understand that they are not the only company affected by COViD-19.
I will accept Expedia’s response, once they process the full refund.
Sincerely
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms.
*** did not accept our response.We understand Ms.
*** is requesting a time-frame of when she will receive the refund
of $795.85. We do apologize for the extended time-frame in receiving
the airline refund, but know we have submitted the refund and is in process.
Due to the unprecedented volume of refund requests the airline is receiving following the Covid-19
pandemic, refunds may be delayed another six to eight weeks.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 19, 2020
Complaint: ***
I am rejecting this response because: Expedia has been promising to issue this refund within 6 to 8 weeks for 16 weeks now. Refer to my original complaint for more info and please see attached chat screenshot and note the date and conversation. All your previous promises have turned out to be nothing but empty promises.
I have booked other travel for this trip, such as hotels, activities, trains, NOT through expedia. All above mentioned purchases have been refunded promptly, including the extras (Baggage, Seats) that I purchased directly from ***, COVID-19 affected them as well. Only refund I am still waiting for, is from Expedia.
You are leaving me no other option but to file a chargeback through my Credit Card Company. Due to unprecedented circumstances, I have tried to be considerate, understanding and patient but I have reached my limit.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Today 6.4.2020 at noon I did e reservation for a hotel room in: *** Florence KY 41042, thru Expedia site, where i'm costumer for long time. The reservation was made at noon, and around 4 pm the same day, I did contact Expedia to cancel the reservation because my drivers didn't go at the hotel. They told me can not cancel because the payment was done. They did charge my credit card already... I was try to explain to them, we didn't use the room and did not check in, is 4 hour that we booked......, but they didn't want to hear about that! The best part was, after I end the conversation with Expedia supervisor they did email me: You checked in at the hotel, My God this is ridiculous!!
Please we want your help, is not only regarding the money charged but the way they do business is not correct!!
Thank you, for
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 4, 2020 via *** Florence - Cincinnati South for arrival on June 4 and departure on June 5, 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, it must be done before 24 hours of check-in time or your payment will not be refundedThe customer care team reached out to the *** Florence - Cincinnati South asking for a waiver and the hotel declined. 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 TeamTell us why here...
Customer Response
• Jul 28, 2020
Complaint: ***
I am rejecting this response because:
My complain was not resolved; I'm totally disappointed...
Sincerely
I had a flight scheduled for April 1 that was booked and paid for including trip cancellation protection in December 2019. I was contacted by expedia to change the flight or cancel and rebook in January. I was to be credited for the flight. I asked to cancel the flight and it was never cancelled. This happened multiple times over email. I then responded to an email from expedia asking if I wanted to discuss this on the phone and I replied yes, they were supposed to contact me at their convenience. I was not contacted by them. I repeated this and was contacted by expedia. I was told I would be credited for the flight so I could rebook. These conversations took place in January 2020. I had not received my money and the flight was continued. I was contacted by expedia that the flight was not going to fly due to shut down from COVID. I still have not received my refund and when I again contacted the company I was told that I was not allowed to get a refund for my flight. They refuse to talk any more and told me I had to get a court order in order to get my records of what their customer service agents told me over the phone. They said I would not get a refund even though I had trip cancellation protection. I have a copy of the trip protection insurance that says 100% refund for trip cancellation
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Rochester, NY to Nice, France on April 1, 2020, and returning April 8, 2020 for one adult. And travel insurance with Travelguard. We understand Ms. is requesting a refund.Our records indicate the ticket has been processed for refund. The insurance the customer purchased was effective from the date of purchase through the date the trip was cancelled. Insurance was refundable within 15 days after purchase. Unfortunately we are unable to provide a refund for the travel insurance. 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 booked a hotel stay for 6/4/2020-6/7/2020. I reached out multiple times from March to May regarding a refund on my hotel stay due to the COVID crisis. I was not able to reach a person until May when I received noticed that my reservation had been cancelled without my request. I called Expedia to inquire about a refund at which time the representative told me Expedia would need to contact the hotelier to obtain a refund because Expedia is deferring to the COVID cancelllation policies set forth by the hotelier. Expedia sent me a follow up email telling me that I would not receive a refund for my reservation because it was booked as non-refundable. I did not request a cancellation and I do not receive a refund? I don’t understand this business approach. I have been having a difficult time obtaining a refund for the reservation being cancelled by Expedia. Given the current ongoing COVID pandemic and civil unrest, Expedia should be prioritizing their customers. Unfortunately, this is not the case. I advise all travelers to book with hoteliers directly in the future and reference the lowered prices advertised by travel agencies to be matched. Horrible business, poor customer service.
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 March 12,2020 via *** for arrival on June 4 and departure on June 7,2020. 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 1,046.44 USD. We have issued a refund in the amount of 1,007.77 USD & 39.00 USD for a total refund of 1,046.44. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. 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 Expedia TeamTell us why here...
I purchased airline tickets through Expedia, departing March 13th to NYC. With it I purchased insurance through “AIG”. Come to find out that AIG white labeled insurance through AON Afinity and now I’m getting the runaround for a refund. I’ve called and been hung up on and I keep receiving requests for proof that I’m not receiving any refund or credits. The thing is that when Expedia isn’t refunding you, they don’t send a message, they just don’t refund you. And they stop caring because they already have your money.
So now I am being told to contact AON Afinity for the Insurance payout, but AON is putting me on hold and hanging up the phone.
The insurance on airline tickets is a hoax as I now know.
After multiple calls and hours talking to agents, and being put on hold, expedia refuses to refund our $2,200.00 for flights that were cancelled by the airline. The airline told us to get our refund from expedia, and there is nothing they can do. Who else is interested in joining our class action lawsuit?
Expedia has a “Book now, Pay Later “ payment option. To where you can pay at the counter, and not right away. I reserved a room for a hotel in Columbus, Ohio for July 6-July 10 on June 1st, 2020. I then noticed that I got the dates wrong and and needed to cancel since it did not let me modify it. I was not charged due to it being. “Book now, Pay Later” and I canceled before 24 hours of the reservation. I then property book the same exact hotel and the same exact room for July 8-July 10 on June 2nd, 2020. It had the same layout, wit other “Book now, Pay later” . Expedia immediately charged me!! I have video and pictures of it still saying “Due at Hotel: $207.74”. Why advertise that I can pay later and charge me now? I had reservations where I had to pay right then, I was notified of it! I called Expedia customer service and the agent saw it was a book now pay later but it had a deposit. It did not tell me the price of how much the deposit was, or if there was gonna be a deposit! I called the hotel and it said It was paid in full!! How is it paid in full if the site told me I needed to pay at the hotel? Was it going to take my money twice?? It is the first of the month and I will not have enough for my bills! Why advertise that I can pay later and take it right away? I know what it looks like when a deposit is needed. It shows the amount in the same box as the total price. It says “due now” and “due at hotel”. I am very upset.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer made two reservations to stay at *** for arrival on July 06 and departure on July 10, 2020. At the time
of booking, our customer selected the payment option to “Pay Later,” meaning
the hotel is the billing party and no funds pass through Hotels.com. In our review of the customer’s complaint, we were unable to
find any record of contact to our customer care team prior to reaching out to
the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon further investigation of the customer’s complaint, we
were able to confirm that the site indicates funds for the reservation will not
be collected until check-in. The property has confirmed that a 100% deposit
charged when reservations are made. We are working with the property’s
management team to get this information updated on our site. As both bookings were cancelled outside the penalty window,
the customer shouldn’t have been billed for the reservations. If they have any
questions about refund timing, we recommend they reach out to the property
directly since the property is the billing merchant. Given the miscommunication in regards to the deposit, we
have issued a 75.00 coupon to the customer’s account. The coupon is good for
use on a future prepaid reservation
through Expedia and is valid for one year from the date of issuance. Full
coupon details were sent to the customer via email. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.The Expedia Team
Customer Response
• Aug 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My mom's flight got canceled on april and they supposed to process the refund untill now I didn't get my refund yet and plus they keep canceling my mom's flights this is the 4th time that they canceled it without informing nor notication from my email or on their expedia app. It's so frustrating I've been on hold over an 1hr and I talked to supervisors and many agents and they still can't tell me when or will I get my refund.
Expedia.com Response
• Jul 13, 2020
July 13, 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 Vancouver, BC,
Canada to Davao, ***s on April 2, 2020. We understand Mrs.-*** is
requesting a refund.Per
our records, the refund has already been processed in the amount of $608.78. We
have contacted *** airlines to reconfirm, and was advised the refund has
already been processed on their end. If the customer has not received the refund back to the original
form of payment, we kindly ask Mrs.-***
to coordinate with her financial institution.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 13, 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.
We booked vacation through the Expedia to Greece on June 7 to 14 2020. Hotel is lock down due to COVID19. Expedia refused to give us refund
Expedia refused to give us refund stating booking is non-refindable. All flights are canceled,hotel is locked down.I spoke to the hotel representatives they said I have to deal with Expedia because I paid to Expedia not to Hotel.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort - All Inclusive for June 7-14, 2020 for a total of 1,545.04 USD with a nonrefundable cancellation/change policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On May 14, 2020 our customer reached out to customer care requesting assistance to cancel the booking with a full refund. Our customer care advised it was still too early to determine if there would be any policy change in June so needed to call back when it is 10 days before arrival.On May 28, 2020 our customer followed up as was advised. Our customer care team advised the customer they are only eligible for a voucher to stay at the same property that is good for twelve months. The customer called back and asked for a supervisor then later a manager and was advised the booking was not eligible for a refund. Though they advised no refund our customer care still attempted to see if they could get a waiver. Unfortunately, none of the agents were able to reach a person of authority at the property, so they sent a case to our offline team for follow up. Our offline team updated our customer regularly.On June 4, 2020 the customer called to get an update on the status of their case. At this point, we had not yet been able to reach the property. On June 7, 2020 our customer was transferred to our reservation services for relocation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that on June 8, 2020 a refund of 1,545.04 USD was processed to the method of payment used when booking. Our records indicate the refund processed successfully. If the customer has not yet received their refund we recommend reaching out to their financial institution. Note: The customer provided an attachment in their complaint to Revdex.com that is for a Hotels.com booking to stay at *** June 14-17, 2020. This booking is payable directly to the hotel so the customer will need to work with the property or their bank. Since Hotels.com is not able to access billing history and has not collected any money from our customer for this booking they will not be able to refund anthing.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I booked a trip with Expedia on 2/12/202 scheduled to depart 3/28/2020.. At that time I paid Expedia directly with a credit card for the full amount of the trip, which included insurance in case I had to cancel. Also I was told by Expedia if for any reason I had to cancel, I had to do so directly with them for the refund. Then covid 19 happened. As time went on and I saw it was just getting worse, I tried to cancel my trip with Expedia and could not get through the phone lines, due to the virus. I continued to try and reach them day and night, seven days a week prior to my scheduled departure, with no success. I then notified my credit card co. informing them to take the charge off. they did so, only to have it put back. Expedia refuses to issue a refund to me, saying they have to get in touch with the hotel for the refund. when I paid them directly NOT the hotel. It's obvious I did not go to Aruba and stay st the hotel due to the pandemic. They are taking advantage of people at this diffacult time
Expedia.com Response
• Jul 17, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased a package that included four nights with the *** All Inclusive, roundtrip flights, shuttle and vacation waiver package
coverage.The
customer canceled eight days prior to travel. Refunds were processed but failed
multiple times. The $2660.21 shows as refund completed in the amounts of $172.00
on June 11, 2020, $2458.21 on June 24, 2020, and $30.00 on July 16, 2020. The
refund posting time frame varies based on the credit card.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
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
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 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
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 contacted Expedia today snd spike to a supervisor name June starting around 9:30am EST. My flight was made through Expedia travel and the itinerary #***. I called several times demanding a refund for our scheduled connecting flights as a result of COVID-19 restrictions. We have several connecting flights into cities that are not in unison with reopening phases. Departing flight *** from Phoenix AZ, connecting to Flight *** in Los Angeles in route to Hawaii. My July 19 2020 return flight *** from Hawaii connecting flight *** into Denver CO to Baltimore MD. In Particular, my state, that has different phases by county within the state itself. These issues of our health and reports of a 2nd wave of infection that would potentially impact travel within 12 months. I have requested a refund and have been denied. I informed June, a supervisor at Expedia that I have an underlying health condition and travel within the next 12 months may not be safe. I also advised Expedia of the US Dept of Transportation April 3. 2020 notification requiring refunds on airline tickets interrupted by COVID-19.
July 14, 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 Taylor
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airlines departing Phoenix, AZ to
Los Angeles, CA on July 15, 2020, and returning July 19, 2020 for two adults. We understand Ms.
*** is requesting a refund.On May 27, Ms. or an authorized user of the
account cancelled the flight reservation. We contacted *** airlines to
inquire on refundability. The *** representative had advised that due to
quarantine in Lihue, HI, the customer is eligible
for refund. The agent mentioned they have not updated Expedia on how to
initiate the refund on our end and so processed the complete refund directly in
the amount of $1615.18. ***
advised refunds may take up to 30 business days to reflect back to the original
form of payment used. 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
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. Full Refund to the method used to book
Sincerely
On Dec 31, 2019 I booked *** Hotel, Sydney, Australia through Expedia.com for May 4-6, 2020,
Itinerary No: ***. This was a short stopover prior to returning the USA. Corona Virus struck the world in March, including Australia.
On April 1, 2020 I received an official Expedia email stating:
“Given current circumstances, we are able to authorize a date change at *** Hotel, Sydney until May 31, 2021 without penalty & to contact Expedia directly to amend reservation.”
On April 26 I call Expedia Customer service to confirm the ability to reschedule our Sydney dates. After I explained to the first representative that we had been informed by *** Airlines that there were only limited flights to return to the US and, as a result, our return flight was rescheduled from the original May 6 departure to May 4. Therefore, our reservation for the *** Hotel was invalid and we would no longer require hotel stay. The call was abruptly terminated. I believe that they simply hung up.
I immediately called back. A second representative took that call. She promised the following:
• Expedia would cancel the *** booking
• A voucher in the amount of $277.99 would be issued to me within 24 hours
• That there was no need for further action on my part
• An email would be sent to me confirming these arrangements
However, by the next day, April 27, I had not received an email. Called Expedia Customer Service once again. I was told that:
• There was no record of my having called
• No action had been taken regarding my reservation, and
• No voucher or other refund had been issued
I asked to speak to a supervisor and was connected with ”Jacob C” a “Customer Care Specialist”. After an extended and difficult phone conversation where I was required to repeat myself multiple times, I was asked to send him images of the original email from Expedia dated April 1. I did so. He gave me verbal confirmed information in email was correct. He then cancelled the *** booking & told me I would receive a voucher for $277.99 in my account within 30 days. It was also stipulated that I had until May 31, 2021 to use this voucher.
After 35 days (June 2) no such voucher/coupon had been received. I initiated my fourth call to Expedia. This time spoke to “Zia” a Customer Service Rep. Once again, I explained the entire situation and that I had not yet received a voucher or coupon (or any other form of communication). She reassured me I would receive email within 24 hours and that the coupon for $277.99 would be placed in my account. She also reconfirmed that I had till May 31, 2021 to use it.
On June 3, I received 2 emails, first from Herbert ***, Supervisor Expedia US Customer Service Team who now told me no voucher/coupon would appear in my account until I booked a new reservation. I responded that this was not what I’d been told on April 1, April 26, April 27 & June 2 by a total of 4 different Expedia Customer Service Reps. I then received email from Christ***, Supervisor, Expedia US Customer Service reiterating what Mr. had said- no coupon until you book again. In addition, he wrote that “if coupon doesn’t then appear to take a screen shot and contact them”.
During last 5 weeks I’ve had numerous Expedia Customer Service Reps answer my calls/emails with false promises, misleading and conflicting answers, and no provision of anything close to Customer service. During the course of these efforts I’ve have had 3 Case ID’s: *** - none of them have produced a coupon for $277.99 as promised & placed it in my account Member ID , but each and every one of them has been closed by Expedia as if the matter was resolved.
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 December 31, 2019 via *** Sydney for arrival on May 4 and departure on May 6, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
The customer was in communication with our customer care team from April 27, 2020 to June 02, 2020 regarding a refund for their reservation. During the customer's initial interaction they were advised to use our self-service tool to complete their cancellation. After the cancellation was completed the customer followed up to request a status update on their coupon. Due to an unexpected error, the future travel voucher didn't issue to the customer's account.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
Our teams are working to get the coupon reissued to the customer's account and they should receive an email within the next 30 days with full details.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Complaint: ***
Attention: ***
***, Engagement ConsultantI reject Expedia’s business response on July 28, 2020 for
the following reasons:Expedia omitted the fact that Expedia emailed me on April 1 and presented me with an option to cancel & reschedule the hotel stay until May 31, 2021 at no expense to myself due to COVID19. I DID NOT initiate contact with Expedia, they contacted me first via email. See attached PDF of the referenced E-Mail.In the above referenced and attached email of April 1, Expedia stated that if I wished to reschedule my booking due to COVID19 I should call Expedia to make those changes. As instructed, I called Expedia on both April 26 & 27. I made 3 calls on April 26 with the following results:Call #1 and #2 after a total of 60 minutes, Expedia staff hung up on me.Call #3, a woman named “Mia” stated that she would cancel the booking & email within 24 hours with the coupon. On April 27 I had not received a confirmation e-mail, no coupon in my Expedia account, and my reservation appeared to still be in full effect.When I called Expedia on April 27, I was told there was NO RECORD of my calls the day before & that no action had been taken by Expedia.After an extended conversation, I was transferred to a Customer Care Specialist, “Jacob C.” Jacob then cancelled the *** booking. I saw the cancellation appear on my account after talking to him.I did not cancel the booking, Expedia (Jacob C) cancelled it . I simply had to approve the cancellation after Expedia had cancelled it.After FOUR MONTHS of back and forth phone and e-mail communication with Expedia, there is absolutely no reason why I have to wait another 30 days simply to get another email from Expedia. I am responding to you within your 7-calendar day timeframe: Why should Expedia be allowed 30 days when they have already had more than 120 days to resolve this matter?After numerous telephone calls, multiple emails, filled with false promises, denial of the facts & delays I found it necessary to lodge a complaint with the Revdex.com. I thought that such a serious complaint of disservice would bring forth action. Unfortunately, incorrect information, empty words, and apparently more delaying tactics from Expedia have once again been the only result to my formal complaint. The business “resolution” will not be found in more e-mails, more delay, more incorrect representation of the sequence of events, but in the issuance of a credit of $277.99 (the full cost of my prior *** reservation) into my Expedia account within the next 7 days with a confirmation email that indicates same. This resolution is what Expedia
offered as an option on April 1, 2020. I
am expecting them to stop obfuscating and honor their commitments.
Thank you *** for mediating with Expedia on my behalf. We are pleased that the coupon for $278 has been entered into my Expedia account.
It took Expedia 4 months to take this action that they proposed to me via email on April 1, 2020 which is extremely disappointing.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I made a reservation through Expedia and accidentally entered the wrong dates.I called immediately to change the dates and was told that it was a non-refundable reservation. I did not want to cancel the reservation, simply change the date. Expedia refused my request and I was told that I would be charged the entire amount. Furthermore, I was advised that even a change in zip code would classify as a cancellation. This is beyond my comprehension. The definition of "change" should be explicit as their policy is counter-intuitive to common sense.
Hello Revdex.com,
I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:
Customer Complaint:
The customer is asking for a full refund due to they made the reservation for the wrong date under itinerary *** for June 4th, 2020 to June 5th, 2020 at the *** in Lake Charles, LA. The customer states the cancellation and change policy is confusing.
Findings:
The reservation was booked as a non-refundable with the following policy being agreed to at the time of booking.Non-RefundableThe room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Per the agreed-upon policy, and changes or cancellation done to the reservation will not be refunded. We reached out to the property to request a waiver to approve a refund for this reservation. The General Manager Charolette advised it's a non-refundable booking and the policy was imposed.
Resolution:
The reservation was booked as non-refundable and the hotel has denied our waiver request. As such, we are unable to refund the reservation per the agreed-upon policy.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Thank you,
Len W.
Customer Relations Specialist
On February 4, 2020 I purchased an *** flight from Hartford, CT, USA to Tokyo, Japan on Expedia.com. It was to be a round-trip flight departing from Hartford on May 28, 2020 and returning to Hartford on June 12, 2020. On March 27, 2020 I received an email from Expedia that *** pushed my flight back a day, I was offered two options: "I accept" and "I do not accept, call me" (see attached email) I chose "I DO NOT ACCEPT, CALL ME." I never received a call from Expedia. On April 9, 2020 I received an email stating that I was issued a flight credit because the “airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19.” The email did not state which reason in particular was the cause of my personal credit issue. I believe it was because the airline cancelled my flight but I never received notification of any kind that the airline cancelled my flight. Expedia would not take my call to request a refund until maximum three days before my scheduled flight. On May 25, 2020 I called and requested a refund citing the Department of Transportation’s guidelines for flights leaving from and ending within the United States. I was told by the agent I was eligible for a refund and that I would receive an email in a couple days with a confirmation number and the refund would be processed in six to eight weeks. After not receiving any confirmation of my refund for a week I contacted Expedia again on June 2, 2020 and was told the refund request had been submitted to *** and rejected based on their policy announced May 22, 2020 that flights cancelled due to COVID-19 were not eligible for full monetary refunds, a retroactive policy that I believe to also be against the Department of Transportation guidelines. After another call on June 3, 2020 where I reached a corporate support manager in which I was denied a refund a second time citing ***’s policy I believe I have done my due diligence to request a refund through the channels offered by Expedia. I believe Expedia and *** are in violation of 49 U.S.C. 41712 (unfair or deceptive practices), as the cancellation was due to no fault of my own as the passenger and I actively chose not to accept the airline’s offer for reschedule and was not given the opportunity to request a refund or deny an offer of a voucher. I have also filed complaints with the Department of Transportation and the Connecticut Attorney General.
July 14, 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 Hartford, CT to Tokyo, Japan on May
28, 2020, and returning June 12, 2020 for one adult. We understand Ms.
*** is requesting a refund due to the
Covid-19 pandemic.On
March 27, *** changed the outbound flight from May 28, 2020, to May 29,
2020. As per ***’s current flex policy for schedule changes due to the
Covid-19 pandemic, the flights are only eligible for future travel credit. On
May 25, Ms. or an authorized user of the account called to inquire on
receiving a refund. The Expedia representative had advised they processed a
refund. The refund was rejected due to the flex policy mentioned. We do
recognize this was an oversight by the Expedia agent and have processed a refund for
the flight in the amount of $903.40.Refunds
may take up to 30 business days to reflect due to the unprecedented volume of travel
disruptions following the Covid-19 pandemic.We thank you for allowing us 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
***All supporting documents redacted by Revdex.com
I booked a vacation through expedia.com in January 2020, for a trip to New York City in May 2020; the package included flight, hotel and transportation. Itinerary number ***. Due to COVID-19, the vacation had to be cancelled. I received the credit/refund for the flight and transportation but not the hotel. Yes, the verbiage did indicate NO REFUNDS on hotel; however, due the circumstances of COVID-19, I feel a refund should be issued. I talked with a representative from the hotel I had booked, ***, the representative advised the hotel was closed the month of May 2020, so even if I had not cancelled the trip and went, I would not have had a hotel to stay in. As a one-time exception to the rule and in the name of good customer service a refund of $865.05 should be issued. It is my understanding, Congress passed a law that advised companies MUST issue refunds. I have tried to no avail to reach a customer service representative, but have not been successful.
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 ***) regarding a package reservation.
Our records show on January 8, 2020, Ms. or an authorized Expedia account user self-booked a package reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Kansas City, MO to Tampa, FL departing on May 19, 2020 and returning on May 22, 2020. The package includes a private standard car with a hotel stay at YOTEL New York, NY for a check in on August 6, 2020 and a check out on August 9, 2020, for a total of $1614.65. We understand Ms. is requesting that Expedia refund the hotel portion of her package based on purchasing the Corona virus travel disruption. On June 5, 2020, Ms. contacted Expedia to utilize the airfare credit and to request a full refund for the hotel portion. Therefore, we advocated by speaking with the hotel to request a refund on Ms.’s behalf. We then provided *** airlines ticketing rules in terms of re-booking the flight reservation. The balance of $780.82, for the hotel accommodation was refunded back to the customers original form of payment. The bookings service history shows the private car was cancelled/refunded on our website back on April 15, 2020. We honored Ms.’s request by using the airfare credit with *** Airlines valued at $749.60, traveling from Kansas City, MO to Tampa, FL departing on October 21, 2020 and returning on October 28, 2020. Under *** Airlines flexibility policy found on their website, shows that Ms.’s remaining ticket valued, at $210.20, became a credit. Regrettably, *** Airlines is not permitting a refund for the residual credit. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record ( the company that charged Ms.’s 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.On June 18, 2020, Ms. contacted Expedia to request a refund for the $210.20, for the residual value. We stated that due to the non-refundable he may consult with Travel Guard the administrator of the plan to discuss his eligibility for a refund. In order to use the two credits of $105.10, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481.In conclusion we recognize that an airfare residual does not align with Ms.’s request. To reiterate the hotel accommodation was refunded back on June 5, 2020, honoring Ms.’s 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:
Sincerely,
***
I agree with most or some of facts stated in the Expedia response except for the following:Excerpt from Expedia's reply:On June 18, 2020, Ms. contacted Expedia to request a refund for the $210.20, for the residual value. We stated that due to the non-refundable he may consult with Travel Guard the administrator of the plan to discuss his eligibility for a refund. In order to use the two credits of $105.10, per passenger, Ms. may contact Expedia at the following number, (877) 227-7481.My reasons for not agreeing to this portion is as stated:1) It is impossible to reach a reliable person via this # 877-227-7481 or forever on hold2) When the original reservation was made, I had no idea that a pandemic of COVID19 was around the corner and this would affect a possible refund.3) I had to fight tooth & nail for the hotel refund, they originally informed me that they could not do that, again reason being "non-refundable", but when I told them that the hotel had sent information that they refunded Expedia, that is when I got a refund of that portion4) Originally they would not allow to re-book a later flight. Once challenged on that, they were trying to charge us more than what was advertised on the *** sight for those same flights. Again had to challenge them to honor the correct price. Therefore the $210.20 is the difference that was not used up on the original flights. So if they have honored the flight portion with the credits from ***, why not the remainder amount?5) I have spent too many hours on the phone & emails in challenging Expedia to do the correct thing, considering the pandemic affected all of us. From this experience, I will NEVER use Expedia or recommend anyone to do so. They are very difficult to work with.
Due to the unprecedented circumstances of COVID-19, expedia.com should in the name of customer service refund $210.20. The Department of Transportation has mandated the airlines refund any unused credits and as a third party provider, expedia.com should work with the airline on behalf of THEIR customer to obtain the refund.
We had a planned 15 person family trip to the Bahamas in June. As of May 31, Bahamas will not let anyone in for June. We contacted Expedia to get refunds obviously. We have spent collectively over 8 hours on hold with Expedia while they are "working on our order." No one ever returns to give us any information. Also, we purchased travel insurance on every single passenger. This is poor business practice. $10000 worth of tickets are being ignored by expedia. I don't have the time or patience to be on hold for 8 hours without a response. I expect a full refund immediately. This will involve legal action if not settled promptly.
July 18, 2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple reservations. We understand Mr. is seeking a refund for a family trip to the Bahamas.
In regards to the following email address,”***”, it does not reflect any Expedia travel history. Therefore, we reviewed a second address,” ***”, which does show (19) completed and (8) cancelled trips. However, on the Revdex.com complaint under the account number, “Multiples”, was documented. Regrettably, we were unable to narrow down which reservations are the ones associated with this Revdex.com, complaint.
Expedia respectfully requests that Mr. supply us with the itinerary numbers that he is specifically referring to within the complaint. The requested information can be sent through the Revdex.com site, and it will enable us to appropriately address all of Mr. concerns.
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 booked international round trip flight through Expedia and also purchased Travel Guard insurance through Expedia on 10/30/19, Itinerary # ***. Travel Guard Policy # ***.
On 03/29/20 I was notified by operating carrier, ***, that all my flights had been cancelled. I immediately contacted Expedia on 03/29/20 to request full refund. Expedia customer service agent first tried to convince me that my flights were not cancelled even after I offered to forward the cancellation email I received from ***. Agent stated that she didn't have access to email. I requested to be transferred to a supervisor. Supervisor confirmed that my flights were indeed cancelled and she would submit refund application. I specifically asked her whether Flight protection would also be refunded and she confirmed that it would be. As of today 06/04/20 I still have not received any refunds at all from Expedia. First, I was promised a refund in 30 days, after 30 days it was increased to 8 weeks, then to 10 weeks and then again to 12 weeks. Expedia blamed *** for delay, I have contacted *** directly on 04/06/20 and again on 05/01/20 to inquire about the status of the refund, *** added a note to this reservation both times instructing Expedia to issue a full refund due to involuntary cancellation and advised me to tell Expedia to contact *** if they had any issues in processing refund in a timely manner. Today on 06/04/20, I called Expedia again to check the status of my refund and I was informed that while my flight refund was still being processed, Travel Guard portion would not be refunded at all. Travel Guard can not protect a flight that doesn't exist, therefore they won't be able to provide the service they were paid for. I had previously submitted refund request on Travel guard website and have also contacted them by phone, but was informed that because it was purchased through Expedia, only Expedia is able to issue a refund.
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago, IL to Helsinki, Finland on
June 13, 2020, and returning June 22, 2020 for one adult.
And a Flight Protection Plan with coverage from Travelguard We understand Ms. is
requesting a refund for the flight and insurance
premium.On
April 4, Expedia received email confirmation to proceed with a refund without
penalty from ***. The airline has restricted our ability to initiate the
refund directly by us, and so we must submit the record through the Business
and Settlement Plan (BSP) link which has caused a delay in receiving the
refund. The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase. We
understand Ms. has been given conflicting time-frames on when the
refund will reflect, and have processed a refund for the insurance premium in
the amount of $51.00.We
do apologize for the extended time-frame in receiving the airline refund, but
know we have submitted the refund and is in process. Due to the unprecedented
volume of refund requests following the Covid-19 pandemic, refunds are delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
While I appreciate you responding to my complaint and issuing the refund for travel Guard, travel protection in the amount of $51.00, I still have NOT received a refund of $795.85 for my cancelled flight, and there is no indication in your response as to when I might be receiving it. On July 29th it will be 4 month since I initially requested this refund to be issued. I understand these are unprecedented times, but Expedia also needs to understand that they are not the only company affected by COViD-19.
I will accept Expedia’s response, once they process the full refund.
Sincerely
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms.
*** did not accept our response.We understand Ms.
*** is requesting a time-frame of when she will receive the refund
of $795.85. We do apologize for the extended time-frame in receiving
the airline refund, but know we have submitted the refund and is in process.
Due to the unprecedented volume of refund requests the airline is receiving following the Covid-19
pandemic, refunds may be delayed another six to eight weeks.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia has been promising to issue this refund within 6 to 8 weeks for 16 weeks now. Refer to my original complaint for more info and please see attached chat screenshot and note the date and conversation. All your previous promises have turned out to be nothing but empty promises.
I have booked other travel for this trip, such as hotels, activities, trains, NOT through expedia. All above mentioned purchases have been refunded promptly, including the extras (Baggage, Seats) that I purchased directly from ***, COVID-19 affected them as well. Only refund I am still waiting for, is from Expedia.
You are leaving me no other option but to file a chargeback through my Credit Card Company. Due to unprecedented circumstances, I have tried to be considerate, understanding and patient but I have reached my limit.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Today 6.4.2020 at noon I did e reservation for a hotel room in: *** Florence KY 41042, thru Expedia site, where i'm costumer for long time. The reservation was made at noon, and around 4 pm the same day, I did contact Expedia to cancel the reservation because my drivers didn't go at the hotel. They told me can not cancel because the payment was done. They did charge my credit card already... I was try to explain to them, we didn't use the room and did not check in, is 4 hour that we booked......, but they didn't want to hear about that! The best part was, after I end the conversation with Expedia supervisor they did email me: You checked in at the hotel, My God this is ridiculous!!
Please we want your help, is not only regarding the money charged but the way they do business is not correct!!
Thank you, for
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 4, 2020 via *** Florence - Cincinnati South for arrival on June 4 and departure on June 5, 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, it must be done before 24 hours of check-in time or your payment will not be refundedThe customer care team reached out to the *** Florence - Cincinnati South asking for a waiver and the hotel declined. 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 TeamTell us why here...
Complaint: ***
I am rejecting this response because:
My complain was not resolved; I'm totally disappointed...
Sincerely
I had a flight scheduled for April 1 that was booked and paid for including trip cancellation protection in December 2019. I was contacted by expedia to change the flight or cancel and rebook in January. I was to be credited for the flight. I asked to cancel the flight and it was never cancelled. This happened multiple times over email. I then responded to an email from expedia asking if I wanted to discuss this on the phone and I replied yes, they were supposed to contact me at their convenience. I was not contacted by them. I repeated this and was contacted by expedia. I was told I would be credited for the flight so I could rebook. These conversations took place in January 2020. I had not received my money and the flight was continued. I was contacted by expedia that the flight was not going to fly due to shut down from COVID. I still have not received my refund and when I again contacted the company I was told that I was not allowed to get a refund for my flight. They refuse to talk any more and told me I had to get a court order in order to get my records of what their customer service agents told me over the phone. They said I would not get a refund even though I had trip cancellation protection. I have a copy of the trip protection insurance that says 100% refund for trip cancellation
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Rochester, NY to Nice, France on April 1, 2020, and returning April 8, 2020 for one adult. And travel insurance with Travelguard. We understand Ms. is requesting a refund.Our records indicate the ticket has been processed for refund. The insurance the customer purchased was effective from the date of purchase through the date the trip was cancelled. Insurance was refundable within 15 days after purchase. Unfortunately we are unable to provide a refund for the travel insurance. 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 booked a hotel stay for 6/4/2020-6/7/2020. I reached out multiple times from March to May regarding a refund on my hotel stay due to the COVID crisis. I was not able to reach a person until May when I received noticed that my reservation had been cancelled without my request. I called Expedia to inquire about a refund at which time the representative told me Expedia would need to contact the hotelier to obtain a refund because Expedia is deferring to the COVID cancelllation policies set forth by the hotelier. Expedia sent me a follow up email telling me that I would not receive a refund for my reservation because it was booked as non-refundable. I did not request a cancellation and I do not receive a refund? I don’t understand this business approach. I have been having a difficult time obtaining a refund for the reservation being cancelled by Expedia. Given the current ongoing COVID pandemic and civil unrest, Expedia should be prioritizing their customers. Unfortunately, this is not the case. I advise all travelers to book with hoteliers directly in the future and reference the lowered prices advertised by travel agencies to be matched. Horrible business, poor customer service.
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 March 12,2020 via *** for arrival on June 4 and departure on June 7,2020. 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 1,046.44 USD. We have issued a refund in the amount of 1,007.77 USD & 39.00 USD for a total refund of 1,046.44. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. 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 Expedia TeamTell us why here...
I purchased airline tickets through Expedia, departing March 13th to NYC. With it I purchased insurance through “AIG”. Come to find out that AIG white labeled insurance through AON Afinity and now I’m getting the runaround for a refund. I’ve called and been hung up on and I keep receiving requests for proof that I’m not receiving any refund or credits. The thing is that when Expedia isn’t refunding you, they don’t send a message, they just don’t refund you. And they stop caring because they already have your money.
So now I am being told to contact AON Afinity for the Insurance payout, but AON is putting me on hold and hanging up the phone.
The insurance on airline tickets is a hoax as I now know.
After multiple calls and hours talking to agents, and being put on hold, expedia refuses to refund our $2,200.00 for flights that were cancelled by the airline. The airline told us to get our refund from expedia, and there is nothing they can do. Who else is interested in joining our class action lawsuit?
Expedia has a “Book now, Pay Later “ payment option. To where you can pay at the counter, and not right away. I reserved a room for a hotel in Columbus, Ohio for July 6-July 10 on June 1st, 2020. I then noticed that I got the dates wrong and and needed to cancel since it did not let me modify it. I was not charged due to it being. “Book now, Pay Later” and I canceled before 24 hours of the reservation. I then property book the same exact hotel and the same exact room for July 8-July 10 on June 2nd, 2020. It had the same layout, wit other “Book now, Pay later” . Expedia immediately charged me!! I have video and pictures of it still saying “Due at Hotel: $207.74”. Why advertise that I can pay later and charge me now? I had reservations where I had to pay right then, I was notified of it! I called Expedia customer service and the agent saw it was a book now pay later but it had a deposit. It did not tell me the price of how much the deposit was, or if there was gonna be a deposit! I called the hotel and it said It was paid in full!! How is it paid in full if the site told me I needed to pay at the hotel? Was it going to take my money twice?? It is the first of the month and I will not have enough for my bills! Why advertise that I can pay later and take it right away? I know what it looks like when a deposit is needed. It shows the amount in the same box as the total price. It says “due now” and “due at hotel”. I am very upset.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer made two reservations to stay at *** for arrival on July 06 and departure on July 10, 2020. At the time
of booking, our customer selected the payment option to “Pay Later,” meaning
the hotel is the billing party and no funds pass through Hotels.com. In our review of the customer’s complaint, we were unable to
find any record of contact to our customer care team prior to reaching out to
the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon further investigation of the customer’s complaint, we
were able to confirm that the site indicates funds for the reservation will not
be collected until check-in. The property has confirmed that a 100% deposit
charged when reservations are made. We are working with the property’s
management team to get this information updated on our site. As both bookings were cancelled outside the penalty window,
the customer shouldn’t have been billed for the reservations. If they have any
questions about refund timing, we recommend they reach out to the property
directly since the property is the billing merchant. Given the miscommunication in regards to the deposit, we
have issued a 75.00 coupon to the customer’s account. The coupon is good for
use on a future prepaid reservation
through Expedia and is valid for one year from the date of issuance. Full
coupon details were sent to the customer via email. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My mom's flight got canceled on april and they supposed to process the refund untill now I didn't get my refund yet and plus they keep canceling my mom's flights this is the 4th time that they canceled it without informing nor notication from my email or on their expedia app. It's so frustrating I've been on hold over an 1hr and I talked to supervisors and many agents and they still can't tell me when or will I get my refund.
July 13, 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 Vancouver, BC,
Canada to Davao, ***s on April 2, 2020. We understand Mrs.-*** is
requesting a refund.Per
our records, the refund has already been processed in the amount of $608.78. We
have contacted *** airlines to reconfirm, and was advised the refund has
already been processed on their end. If the customer has not received the refund back to the original
form of payment, we kindly ask Mrs.-***
to coordinate with her financial institution.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
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
We booked vacation through the Expedia to Greece on June 7 to 14 2020. Hotel is lock down due to COVID19. Expedia refused to give us refund
Expedia refused to give us refund stating booking is non-refindable. All flights are canceled,hotel is locked down.I spoke to the hotel representatives they said I have to deal with Expedia because I paid to Expedia not to Hotel.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort - All Inclusive for June 7-14, 2020 for a total of 1,545.04 USD with a nonrefundable cancellation/change policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On May 14, 2020 our customer reached out to customer care requesting assistance to cancel the booking with a full refund. Our customer care advised it was still too early to determine if there would be any policy change in June so needed to call back when it is 10 days before arrival.On May 28, 2020 our customer followed up as was advised. Our customer care team advised the customer they are only eligible for a voucher to stay at the same property that is good for twelve months. The customer called back and asked for a supervisor then later a manager and was advised the booking was not eligible for a refund. Though they advised no refund our customer care still attempted to see if they could get a waiver. Unfortunately, none of the agents were able to reach a person of authority at the property, so they sent a case to our offline team for follow up. Our offline team updated our customer regularly.On June 4, 2020 the customer called to get an update on the status of their case. At this point, we had not yet been able to reach the property. On June 7, 2020 our customer was transferred to our reservation services for relocation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that on June 8, 2020 a refund of 1,545.04 USD was processed to the method of payment used when booking. Our records indicate the refund processed successfully. If the customer has not yet received their refund we recommend reaching out to their financial institution. Note: The customer provided an attachment in their complaint to Revdex.com that is for a Hotels.com booking to stay at *** June 14-17, 2020. This booking is payable directly to the hotel so the customer will need to work with the property or their bank. Since Hotels.com is not able to access billing history and has not collected any money from our customer for this booking they will not be able to refund anthing.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I booked a trip with Expedia on 2/12/202 scheduled to depart 3/28/2020.. At that time I paid Expedia directly with a credit card for the full amount of the trip, which included insurance in case I had to cancel. Also I was told by Expedia if for any reason I had to cancel, I had to do so directly with them for the refund. Then covid 19 happened. As time went on and I saw it was just getting worse, I tried to cancel my trip with Expedia and could not get through the phone lines, due to the virus. I continued to try and reach them day and night, seven days a week prior to my scheduled departure, with no success. I then notified my credit card co. informing them to take the charge off. they did so, only to have it put back. Expedia refuses to issue a refund to me, saying they have to get in touch with the hotel for the refund. when I paid them directly NOT the hotel. It's obvious I did not go to Aruba and stay st the hotel due to the pandemic. They are taking advantage of people at this diffacult time
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased a package that included four nights with the *** All Inclusive, roundtrip flights, shuttle and vacation waiver package
coverage.The
customer canceled eight days prior to travel. Refunds were processed but failed
multiple times. The $2660.21 shows as refund completed in the amounts of $172.00
on June 11, 2020, $2458.21 on June 24, 2020, and $30.00 on July 16, 2020. The
refund posting time frame varies based on the credit card.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team