I bought travel insurance through Expedia/AIG. While on vacation, I had to change my flight due to COVID. For days I could not get anyone on the phone from Expedia to make the changes so I did it myself through the airline company. Finally after reaching out for help through social media I heard from someone at Expedia who stated that since I had full coverage insurance I would be reimbursed for the changes in the flights, somewhere around $400 per person. I filed a claim almost 7 weeks ago and every time I speak to a representative at Expedia or AIG, I'm told that they are working on it but cannot give me a time frame of when I can get my money. This is outrageous. It is not fair to the consumer what they are doing. They took my money and will not give it back in these trying times. This cannot be allowed to go on to helpless consumers.
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** for two adults. We understand Mr. is
requesting a refund for the penalty imposed to make a
change to his flights.We
have confirmed with *** the customer has made a change to his flights
pre-travel and paid $800.00 for the penalty. We have processed the refund using
the Package Protection Plan on the itinerary. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of requests following the
Covid-19 pandemic. We sincerely apologize for the experience the customer has previously
received. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
in January of this year, I purchased two all-inclusive (flight and hotel) packages for a bachelorette trip to Playa Del Carmen, Mexico from June 6-10, 2020 through Expedia.com. On May 25, 2020, Expedia.com called to inform me that my flight reservation had changed and to call back or visit my trips for details. When I called back they informed me that my flight had been canceled. I requested and was granted a full refund. I then inquired about getting a refund for my hotel since I would not be able to travel and the bachelorette trip had been canceled. After much back and forth with Expedia (and the hotel), I received an email informing me that because my trip was nonrefundable they would not issue me a full refund but would provide a coupon for the full amount I had already paid. I explained that this was not a satisfactory resolution since the purpose of my trip had been cancelled and was not going to be rescheduled due to health concerns for the foreseeable future. When I followed up directly with the group that manages the hotel they informed me that they are standing by this policy despite the fact that the hotel will be closed through June 30. Due to this new information, I double checked that Expedia's site for the hotel also showed the hotel will be closed through June 30 and decided to attempt again to explain to Expedia that I believed I was entitled to a refund since the hotel will not be in operation. They informed that their position had not changed and that I could cancel my reservation for a coupon. Finally on June 1, I received a notice from Expedia informing me that the hotel had canceled my reservation because the hotel would be closed, here is the exact language: "Your reservation was cancelled by the property because the property will now be closed during your stay. We will provide you with a coupon for the full amount of the original purchase price that can be used for a new reservation at the same property when it opens. You will receive an email when your coupon is ready." I followed up with Expedia on June 4 to see if due to the fact that the hotel canceled the reservation if I could now get a full refund since they are unable to render the service I paid for on the dates on which I paid to have them rendered to no avail, even asking to speak to a supervisor to see if Expedia would issue the refund if the hotel wouldn't. I could really use whatever assistance you can provide. I believe I am entitled to a full refund because the hotel canceled the reservation. Thank you!
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Liya
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the *** - All Inclusive -
Adults Only in Playa Del Carmen, Mexico, checking in June 6, 2020 for two
adults. We understand Ms.
*** is requesting a
refund in lieu of a voucher/coupon.Before
the start of the trip, Ms. was sent a click to cancel email allowing the
customer to cancel the reservation and obtain a coupon in the amount paid for
the booking. The reservation was booked as non-refundable and cannot be
refunded without approval by the property. On May 27, Ms. or an authorized
user of the account called to inquire on a refund. The Expedia representative
called the hotel and was advised a refund is not possible. The
voucher has been added to the customers account in the amount of $605.00 on
June 1. She may re-book travel at the Ocean
*** - All Inclusive - Adults Only in Playa Del Carmen, Mexico.
Full details have been sent via email to the customer. Prior to the completion of cancelling the
reservation Ms. was advised there is no refund when cancelling this
reservation. As you may know, Expedia acts as an independent agent for
reservations for airlines, car rental companies, and hotels. When the customer
purchased a reservation through Expedia.com, Expedia acts as the agent between
the client and the vendor. The vendor provides the rules and restrictions of
the reservation and we have no authority to circumvent or to override those
policies. Unfortunately we are unable to
provide a refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 15, 2020
Complaint: ***
I am rejecting this response because: when I was advised that I could not get a full refund by canceling, I chose not to cancel my reservation. The hotel is the party that canceled my reservation because the property was closed for the duration of my reservation.
Sincerely
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We understand Ms.
*** does not agree with the cancellation, and policies of her hotel reservation. While we understand the
customer is not accepting the voucher/coupon, please understand Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose
services we sell. We act only as an agent for their product and we do not have
the authority to override or to change their policies and procedures.
Additionally, we did not set the hotel’s (non-refundable) policy and we must
abide by our suppliers rules. The voucher has been added
to the customer’s account in the amount of $605.00 on June 1. She may re-book
travel at the *** - All Inclusive - Adults Only in
Playa Del Carmen, Mexico. Full details have been sent via email to the
customer. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased 2 Tickets from Lisbon > London > Hanoi > Lisbon. About a week before my scheduled departure, the returning flight from Hanoi to Lisbon was moved 2 days which did not work with my work schedule. I requested a refund but Expedia could not or would not get in touch with *** Airlines to secure it. In the end I agreed to cancel our tickets for a fee (that was unjustified due to the changing of return dates and also due to *** Airlines adjusted Covid 19 rules that were sent to me BY EXPEDIA). 10 weeks later, we still have not received a refund and have a $2000 outstanding credit card charge. *** airlines says that we must contact Expedia because our credit card was taken on their site, and thus they are responsible for the refund. Strangely, now when we login to Expedia, we have been rebooked on a new one way ticket flight that we did not know about or authorize from Salt Lake City to Honolulu scheduled for September 1st on United. The ticket has the same Itinerary number and costs the EXACT SAME AMOUNT AS THE TICKETS THAT WERE APPARENTLY REFUNDED. This seems a lot like fraud. When I call customer service, (with whom I've spent well over 7 hours on the phone on this issue, there are no answers) When I wait for the escalation team, there are no answers. I have an email confirming my cancelation from March 18th. Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• Jul 17, 2020
July 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would like a refund of $2027.48.Our records indicate on January 21, 2020, Mr. or an authorized
user of the Expedia account, self-booked two multiple destination flights on *** Airlines departing on March 19, 2020 from Lisbon, Portugal to London,
England and departing on March 24, 2020 from London,
England to Hanoi, *** returning on March 31, 2020 from Hanoi, *** to Lisbon, Portugal via ***. We can confirm on March 18, 2020, the
airline changed the customer’s flight schedule to April 3, 2020. The customer called in and requested to
cancel. Our representative tried to
contact the airline for a waiver code. An email was sent to the customer regarding the request to cancel the
reservation. Our email advised the
customer the airline would initiate a refund of $841.30
per ticket, which includes the airline cancellation fee of $167 per passenger. Expedia emailed the airline asking for a
waiver code to cancel and refund the itinerary due to the schedule change.During the month of June 2020,
the customer contacted Expedia on several occasions and inquired on the refund. Due
to high call volumes or no response from the vendors, an email was sent to the customer advising the that the vendor was not available
and we will follow up at a later timeFrom July
3, 2020 through July 17, 2020, there have been numerous emails from the
customer to Expedia about the refund and from Expedia to the airline. On July 16, 2020, *** Airlines emailed Expedia and advised that they
received a chargeback/inquiry from the issuing bank on May 5, 2020 regarding
the two tickets. They advised the case is under investigation the disputed payment between the
bank, the airlines and the cardholder. The advised they cannot change the ticket status from suspended, unless the customer contacts them directly to
request a refund of the tickets"After further review on July 17, 2020, Expedia verified the
details of *** Airlines email,
they advised in an email dated July 16, 2020 that the customer filed a
chargeback on May 5, 2020, and the tickets must remain in a suspended status,
unless the customer contacts *** Airlines directly and request a refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received
the funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly
provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We booked a trip to Hawaii for the NALC convention in August 2020. The convention was cancelled due to Covid-19. Since this is business related I was to be reimbursed by the ***, however since Expedia will only give a voucher I will benefit from a trip and I will not be able to be reimbursed. This creates a financial hardship on me. Hawaii has no immediate plans to allow tourists.
I contacted Expedia several times to no avail. I contacted *** Airlines and they agreed to a full refund cancellation #***. Expedia still will not honor the cancellation. When I spoke to Expedia about the *** they said they need to contact them because they need their approval. They said they were closed when they tried to call. I called the *** and they told me that it was pre-sold to Expedia and Expedia's upper management has the authority to cancel but they keep turning the customers back to the hotel. Expedia emailed me back and said the only thing they can do is issue a voucher. I find this very disturbing and again creates a hardship on me.
Expedia.com Response
• Jul 15, 2020
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing San Francisco, CA to Honolulu, HI August
14, 2020, and returning August 22, 2020 for two adults. And an eight night stay
at the *** Resort & Spa. We understand Mr. is
requesting a refund due to the Covid-19 pandemic.We
have contacted *** airlines and mentioned the case number (***). The airline representative
has advised they have authorized a full refund and provided Expedia with a
waiver code to process. The hotel reservation with *** was booked
non-refundable and cannot be cancelled without a penalty equal to the full
amount paid for the booking imposed. We have contacted the property, however
they are currently closed due to the pandemic. We have reached out to their
general reservations department who advised we must wait until the property
opens to request a cancellation without penalty. We
have not cancelled and processed a refund for the flight portion as the hotel
portion will not be valid for refund at this time. We made two attempts to
reach Mr. to ask whether he would like to keep the reservation as is, or
process the flight for cancel/refund while the hotel remains as non-refundable,
however we were unable to reach the customer.We
kindly ask Mr. to call our customer support line at his earliest
convenience to confirm the cancellation of the flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 15, 2020
Complaint: ***
I am rejecting this response because:I spoke with *** and they said it was Expedia who can cancel the Hotel, not them since it is prepaid by Expedia. Their response is not fair and unacceptable. I want a voucher for future use.
Sincerely
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We have taken the conversation with the hotel and the
customer into consideration, and have determined the approval by the hotel
applicable. The hotel has been cancelled and refund has been processed in the
amount of $1466.13. The flight reservation with *** airline has been
cancelled and refund processed for $850.02. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of travel disruptions following
the Covid-19 pandemic.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I 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 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
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 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
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 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.
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 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 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 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 1/31/20-2/2/20 I prepaid for a two night stay at a hotel. I arrived at the hotel. It was filthy with bed bugs. There was no lock on the door. The lights were broken. The elevator was broken. I left within ten minutes. I brought my key to the lobby and told them I was seeking a refund. They told me that because I booked through Expedia.com, I needed to request refund from them. I left and was lucky to get a hotel room 10 minutes from that one. I paid over $400.00 for the hotel room. On 2/3/20 I called my credit card company to report the dispute and that I was expecting a refund. A month went by and there was no refund. My credit company and I called the hotel who stated they processed the refund from their end back to expedia. We called expedia. Expedia confirmed this. They said they would process refund right away. Another month went by and no refund. My credit card company says I must take it up with Expedia. I have reached out to Expedia 5 times to date. On 5/31 I received an email stating that the refund has been processed. It is 6/3/20 and I still have no refund to my card. I called Expedia again today and they said " they will need to look into it furthur!!!". Please help.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 10, 2020 via Expedia’s website for arrival on January 31 and departure on February 2, 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 132.36 USD on March 30, 2020. However, due to a dispute filed with the customer’s financial institution, the refund failed to process back to the customer’s card. Typically, when this occurs, the customer will receive a refund through their bank directly rather than Expedia. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receiving the customer’s request, we were able to confirm that the customer didn’t receive a refund through the dispute process. As such, we have reissued the customer’s refund in the amount of 132.36 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
Due to covid19 my trip to Jamaica in April of 2020 was cancelled and I received a refund from Expedia but I was missing $174 which is not right I feel that I should have my full refund and they kept $174. I am a single mother and that is a lot of money to be out of.
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 Vacation Waiver. Our
records reflect a Travel Protection Vacation Waiver for three travelers. We understand Ms. is
requesting a refund.Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. Unfortunately
we are unable to provide a refund for $174.00. 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
Customer Response
• Jul 16, 2020
Complaint: ***
I am rejecting this response because: I do not understand why I cannot get a refund for the $174. Everything had to be canceled due to COVID 19 NOT because I chose to and I received a refund for everything else when they usually do not refund. I am upset that this cannot be easily resolved and get refunded. Like I said before $174 is a lot of money to be out of during a time like this and not working for 2.5 months.
I had a direct flight purchased from Expedia from March 19th to March 26th, 2020 which got changed to August 19th to 26th, 2020. The flight was changed without notifying me. I only found it by looking up my reservation, it has changed to lay overs and very long flight time which I was avoiding traveling with a young child and also that is NOT what I paid for. I have requested a refund which the airline website states that I am owed since I do not approve of the modifications to my flight. I have been hung up on multiple times with no call back, disconnected over and over through their virtual agent. They state they put in for a refund 2 weeks ago, I have heard nothing, my reservation shows active of the airline website so it clearly has not been canceled. I want my money back, plain and simple
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. Our records show November 12, 2019, Ms. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** departing on March 18, 2020, from Seattle, WA USA to London, England, UK and returning on March 25, 2020, for a total of $2,464.20. We understand from Ms. is seeking a refund due to an airline schedule change that affected the flight. We can confirm on March 7, 2020, Ms. contacted Expedia to determine if she could cancel the flight for a full refund. However, *** had not issued a flexibility policy to override their non-refundable conditions see below:*** Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed*** Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowedOn March 13, 2020, Ms. contacted Expedia to use the airfare credit issued by ***, based on the Corona-virus pandemic. Therefore, we provided the flexibility terms in the following manner, travel must be completed by September 30, 2020. The flight selected departs on August 19, 2020, from Portland, OR USA to London, England, UK and returning on August 26, 2020.On May 17, 2020, we received an airline-initiated schedule change notification which resulted in the need to communicate if Ms., Subject: Requested Email: Flight Complaint - Itin: ***Dear ***,We are contacting you from Expedia in regards to your flight status since the schedule has been modified by the airline and there are some options that you can take with no extra charges. We were trying to reach you at the phone number on the account 1-503-523-9211, however, there’s no answer.Since it is really important to give you this information, find below the changes and the options available:Your departure flight on August 19th from Portland, OR, United States-PDX going to London, England, UK-LHR originally schedule to leaves at 07:42 PM has been change and *** has 2 options:August 19th leaving at 11:30 AM from Portland, OR, United States-PDX arriving at 04:47 PM in London, England, UK-LHR (nonstop)August 19th leaving at 06:42 PM from Portland, OR, United States-PDX arriving at 08:40 AM (next day AUG 20th) in London, England, UK-LHR (nonstop)And for the returning flight on August 26th your flight has not been modified, it’s leaving London, England, UK-LHR at 12:50 PM arriving Portland, OR, United States-PDX at 03:21 PM.To confirm one of those options for the departure flight we need you to reply to this email with the best phone number to call you back, or list your approved flight so we can reissue your tickets.We will be waiting for your response on the next 48 hours.On March 19, 2020, Ms. replied by email she selected to depart at 6:42pm from Portland, OR USA and arriving in London, England UK on August 20, 2020 at 8:40AM. In addition, Ms. also stated within that same reply, that she’d rather cancel and travel next year. Regrettably, the flexibility policy issued by *** states travel must be completed by September 30, 2020.Between May 29, 2020 and July 16, 2020, Ms. contacted Expedia to request a refund for the flight due to an airline-initiated schedule change. In order to determine if the flight is eligible for a full refund, we contacted ***. We advised Ms. that due to the unprecedented times, *** is unavailable by phone, an email was sent to request a full refund on Ms.’s behalf. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, ***.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 16, 2020, we received a response from ***, as a direct result of the crisis and global travel restrictions, *** has made significant cancellations within their flight program and they have received a heightened volume of refund requests. We are unable to provide an exact date that *** will determine if Ms.’s flight qualifies for a refund. In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** has full control over Ms. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In-conclusion, Ms. may contact *** to discuss the application’s status. Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because: I was never notified of my flight change. NO ONE has contacted versus email or phone. On May 19th, 2020, a supervisor wrote *** asking for a refund because I qualified for a refund. I was copied in the email to *** from Expedia and have received no reply from anyone. Now the flight is totally canceled. *** does not have a right to keep my money and neither does Expedia. By law, they canceled the flight in August. This is illegal to keep my money. I have made multiple attempts to reach out to Expedia to resolve this flight, I either get disconnected and no calls back or when I do the Live Chat it repeatedly disconnects when the person says they can help me. This is fraudulent activity, I have saved all conversations. I have looked online and there are multiple people complaining of the same thing. I have cell phone records showing no one has reached out to me and no emails. This statement given is just their way of backing out of being responsible. It has been 60 days from the email, so I wait another 60 days after I was told multiple times it would be 30 days?
I booked a flight last January, which was for April 15-May 3rd. This was a non-refundable flight from LAX-Manila PhilippinesBut Because of COVID19 my flights were canceled and Ibegan contacting Expedia about rescheduling or canceling my reservation. There’s was no flight available until further notice from the direct airlines which is *** Airlines. Iwas told that if I keep the voucher instead of refund by expedia representative I don’t have to worry about extra fee later on if I am flying the same exact city and airlines as long as I fly on the valid date of voucher which was until January 2020. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and flights and cancellation of the reservation will result in a full refund. It was also stated on the direct airline website. I callled many times about this reservation and I were told I can’t get a refund only voucher. Everytime I called their representatives will tell me different things. I ttried contacting the airlines, however, the airline has closed due to COVID-19 at the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
Expedia.com Response
• Jul 16, 2020
July 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. *** is requesting to a full refund of her flight due to COVID-19.
Our records indicate that on January 24, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Los Angeles, California to Manila, Philippines on
April 15, 2020 and returning on May 3, 2020.
When researching this matter, we were able to send the ticket up for a full refund on July 15, 2020. Please note that each of our airline partners establish
their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. To explain it further, the refund
is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a
second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two-
three billing cycles for the refund to appear in your credit card statement.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have booked the trip to Cancun through Expedia back in the early January 2020. After my trip was settled the Airline Company *** start changing my flight time around several times. After one of the changes my air tickets on my Expedia.com appeared so that timing or arriving to y transfer point was later than departure to my final destination from the transfer point. At that point I called Expedia customer service support to discuss this issue on January 29, 2020. The representative I spoke to find the issue and because I couldn’t change my flight to any other day they cancel this booking and due to that it wasn’t my fault to cancel the flight they assure me I will get a full refund. Eventually after waiting 8 weeks I only get a taxes refund from the airline company. I was trying to reach out to Expedia so many times to solve this issue but they keep readdressing this issue back to airlines. Airlines meanwhile say the refund was process correctly because the flight was properly adjusted the day before I cancel it. That adjustment didn’t appear on my Expedia account, so due to their system error or representative mistake they preceded my cancellation wrong. Now they deny refunding me saying that airline is holding the situation not them. I want my $1500 back to me. If this won’t be solved I will have to file case to the court, I am not giving up this money
Expedia.com Response
• Jul 14, 2020
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund or a future travel credit for her flight due to COVID-19.
Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mrs. to reply with
the applicable itinerary number and email address associated with this complaint.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I had a reservation for a hotel room for March 17th through March 19th. The event in which I was suppose to attend was cancelled due to Covid . I spoke to the hotel and cancelled on March 15th. I disputed with my credit card and Expedia came back and charged and claimed I never cancelled, and said it was non refundable. I have no control over a pandemic. They are telling me they may give me a coupon. I don’t want a coupon as there is no eta on whether my event will ever be rescheduled. I want my credit card refunded. As I will never use Expedia again.I found out that Friday and I canceled the 15th it was for the 17th or the 19th and 85 and change
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our
findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on March
07,2020 via Expedia’s mobile site for arrival on March 17 and departure on March
19,2020. At the time of booking, the customer agreed to the following
cancellation policy: The room type and rate selected are non-refundable. Should
you change or cancel this reservation for any reason, your payment will not be
refunded.On July 03,2020 the customer contacted our customer care
team to request a refund for their reservation. At this time, customer care was
unable to get in touch with the property to request a refund and the request
was assigned to our offline team for follow up. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon receiving the customer’s refund request, we reached out
to the property to see if they would be willing to offer a refund given the circumstances. Unfortunately, we were not able to obtain approval for a
refund from the property. As we were unable to obtain approval for a refund
from the property and they have billed Expedia in full for the booking, we can’t
issue a refund for the customer’s reservation. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Customer Response
• Aug 14, 2020
Complaint: ***
I am rejecting this response because: I contacted the hotel and they told me to reach out to Expedia. I had no intentions of cancelling . I have no control over a worldwide pandemic. So because I can’t control that and my meetings were cancelled to protect my safety. So it seems as though Expedia promotes spreading the virus and not protecting people’s safe. I’m paying for a service I never received because I could not, that is fraud. I have never heard back from any of the people I spoke to at Expedia as well that is poor customer service . So I find it hard to believe the hotel said that if I talked to them first as they said it was booked through a 3rd party and then they had me contact Expedia .
Sincerely
Expedia.com Response
• Aug 20, 2020
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We reached out again to the hotel property regarding a refund, they have agreed to waive the penalty of your reservation in full. We have processed a refund in the amount of $185.10 USD onto the original form of payment.
The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I bought travel insurance through Expedia/AIG. While on vacation, I had to change my flight due to COVID. For days I could not get anyone on the phone from Expedia to make the changes so I did it myself through the airline company. Finally after reaching out for help through social media I heard from someone at Expedia who stated that since I had full coverage insurance I would be reimbursed for the changes in the flights, somewhere around $400 per person. I filed a claim almost 7 weeks ago and every time I speak to a representative at Expedia or AIG, I'm told that they are working on it but cannot give me a time frame of when I can get my money. This is outrageous. It is not fair to the consumer what they are doing. They took my money and will not give it back in these trying times. This cannot be allowed to go on to helpless consumers.
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** for two adults. We understand Mr. is
requesting a refund for the penalty imposed to make a
change to his flights.We
have confirmed with *** the customer has made a change to his flights
pre-travel and paid $800.00 for the penalty. We have processed the refund using
the Package Protection Plan on the itinerary. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of requests following the
Covid-19 pandemic. We sincerely apologize for the experience the customer has previously
received. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
in January of this year, I purchased two all-inclusive (flight and hotel) packages for a bachelorette trip to Playa Del Carmen, Mexico from June 6-10, 2020 through Expedia.com. On May 25, 2020, Expedia.com called to inform me that my flight reservation had changed and to call back or visit my trips for details. When I called back they informed me that my flight had been canceled. I requested and was granted a full refund. I then inquired about getting a refund for my hotel since I would not be able to travel and the bachelorette trip had been canceled. After much back and forth with Expedia (and the hotel), I received an email informing me that because my trip was nonrefundable they would not issue me a full refund but would provide a coupon for the full amount I had already paid. I explained that this was not a satisfactory resolution since the purpose of my trip had been cancelled and was not going to be rescheduled due to health concerns for the foreseeable future. When I followed up directly with the group that manages the hotel they informed me that they are standing by this policy despite the fact that the hotel will be closed through June 30. Due to this new information, I double checked that Expedia's site for the hotel also showed the hotel will be closed through June 30 and decided to attempt again to explain to Expedia that I believed I was entitled to a refund since the hotel will not be in operation. They informed that their position had not changed and that I could cancel my reservation for a coupon. Finally on June 1, I received a notice from Expedia informing me that the hotel had canceled my reservation because the hotel would be closed, here is the exact language: "Your reservation was cancelled by the property because the property will now be closed during your stay. We will provide you with a coupon for the full amount of the original purchase price that can be used for a new reservation at the same property when it opens. You will receive an email when your coupon is ready." I followed up with Expedia on June 4 to see if due to the fact that the hotel canceled the reservation if I could now get a full refund since they are unable to render the service I paid for on the dates on which I paid to have them rendered to no avail, even asking to speak to a supervisor to see if Expedia would issue the refund if the hotel wouldn't. I could really use whatever assistance you can provide. I believe I am entitled to a full refund because the hotel canceled the reservation. Thank you!
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Liya
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the *** - All Inclusive -
Adults Only in Playa Del Carmen, Mexico, checking in June 6, 2020 for two
adults. We understand Ms.
*** is requesting a
refund in lieu of a voucher/coupon.Before
the start of the trip, Ms. was sent a click to cancel email allowing the
customer to cancel the reservation and obtain a coupon in the amount paid for
the booking. The reservation was booked as non-refundable and cannot be
refunded without approval by the property. On May 27, Ms. or an authorized
user of the account called to inquire on a refund. The Expedia representative
called the hotel and was advised a refund is not possible. The
voucher has been added to the customers account in the amount of $605.00 on
June 1. She may re-book travel at the Ocean
*** - All Inclusive - Adults Only in Playa Del Carmen, Mexico.
Full details have been sent via email to the customer. Prior to the completion of cancelling the
reservation Ms. was advised there is no refund when cancelling this
reservation. As you may know, Expedia acts as an independent agent for
reservations for airlines, car rental companies, and hotels. When the customer
purchased a reservation through Expedia.com, Expedia acts as the agent between
the client and the vendor. The vendor provides the rules and restrictions of
the reservation and we have no authority to circumvent or to override those
policies. Unfortunately we are unable to
provide a refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: when I was advised that I could not get a full refund by canceling, I chose not to cancel my reservation. The hotel is the party that canceled my reservation because the property was closed for the duration of my reservation.
Sincerely
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We understand Ms.
*** does not agree with the cancellation, and policies of her hotel reservation. While we understand the
customer is not accepting the voucher/coupon, please understand Expedia is a third-party intermediary, and
we are subject to ***’s decisions of whose
services we sell. We act only as an agent for their product and we do not have
the authority to override or to change their policies and procedures.
Additionally, we did not set the hotel’s (non-refundable) policy and we must
abide by our suppliers rules. The voucher has been added
to the customer’s account in the amount of $605.00 on June 1. She may re-book
travel at the *** - All Inclusive - Adults Only in
Playa Del Carmen, Mexico. Full details have been sent via email to the
customer. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchased 2 Tickets from Lisbon > London > Hanoi > Lisbon. About a week before my scheduled departure, the returning flight from Hanoi to Lisbon was moved 2 days which did not work with my work schedule. I requested a refund but Expedia could not or would not get in touch with *** Airlines to secure it. In the end I agreed to cancel our tickets for a fee (that was unjustified due to the changing of return dates and also due to *** Airlines adjusted Covid 19 rules that were sent to me BY EXPEDIA). 10 weeks later, we still have not received a refund and have a $2000 outstanding credit card charge. *** airlines says that we must contact Expedia because our credit card was taken on their site, and thus they are responsible for the refund. Strangely, now when we login to Expedia, we have been rebooked on a new one way ticket flight that we did not know about or authorize from Salt Lake City to Honolulu scheduled for September 1st on United. The ticket has the same Itinerary number and costs the EXACT SAME AMOUNT AS THE TICKETS THAT WERE APPARENTLY REFUNDED. This seems a lot like fraud. When I call customer service, (with whom I've spent well over 7 hours on the phone on this issue, there are no answers) When I wait for the escalation team, there are no answers. I have an email confirming my cancelation from March 18th. Itin: *** - Case ID : [REQ:***]
July 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would like a refund of $2027.48.Our records indicate on January 21, 2020, Mr. or an authorized
user of the Expedia account, self-booked two multiple destination flights on *** Airlines departing on March 19, 2020 from Lisbon, Portugal to London,
England and departing on March 24, 2020 from London,
England to Hanoi, *** returning on March 31, 2020 from Hanoi, *** to Lisbon, Portugal via ***. We can confirm on March 18, 2020, the
airline changed the customer’s flight schedule to April 3, 2020. The customer called in and requested to
cancel. Our representative tried to
contact the airline for a waiver code. An email was sent to the customer regarding the request to cancel the
reservation. Our email advised the
customer the airline would initiate a refund of $841.30
per ticket, which includes the airline cancellation fee of $167 per passenger. Expedia emailed the airline asking for a
waiver code to cancel and refund the itinerary due to the schedule change.During the month of June 2020,
the customer contacted Expedia on several occasions and inquired on the refund. Due
to high call volumes or no response from the vendors, an email was sent to the customer advising the that the vendor was not available
and we will follow up at a later timeFrom July
3, 2020 through July 17, 2020, there have been numerous emails from the
customer to Expedia about the refund and from Expedia to the airline. On July 16, 2020, *** Airlines emailed Expedia and advised that they
received a chargeback/inquiry from the issuing bank on May 5, 2020 regarding
the two tickets. They advised the case is under investigation the disputed payment between the
bank, the airlines and the cardholder. The advised they cannot change the ticket status from suspended, unless the customer contacts them directly to
request a refund of the tickets"After further review on July 17, 2020, Expedia verified the
details of *** Airlines email,
they advised in an email dated July 16, 2020 that the customer filed a
chargeback on May 5, 2020, and the tickets must remain in a suspended status,
unless the customer contacts *** Airlines directly and request a refund.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received
the funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly
provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We booked a trip to Hawaii for the NALC convention in August 2020. The convention was cancelled due to Covid-19. Since this is business related I was to be reimbursed by the ***, however since Expedia will only give a voucher I will benefit from a trip and I will not be able to be reimbursed. This creates a financial hardship on me. Hawaii has no immediate plans to allow tourists.
I contacted Expedia several times to no avail. I contacted *** Airlines and they agreed to a full refund cancellation #***. Expedia still will not honor the cancellation. When I spoke to Expedia about the *** they said they need to contact them because they need their approval. They said they were closed when they tried to call. I called the *** and they told me that it was pre-sold to Expedia and Expedia's upper management has the authority to cancel but they keep turning the customers back to the hotel. Expedia emailed me back and said the only thing they can do is issue a voucher. I find this very disturbing and again creates a hardship on me.
July 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing San Francisco, CA to Honolulu, HI August
14, 2020, and returning August 22, 2020 for two adults. And an eight night stay
at the *** Resort & Spa. We understand Mr. is
requesting a refund due to the Covid-19 pandemic.We
have contacted *** airlines and mentioned the case number (***). The airline representative
has advised they have authorized a full refund and provided Expedia with a
waiver code to process. The hotel reservation with *** was booked
non-refundable and cannot be cancelled without a penalty equal to the full
amount paid for the booking imposed. We have contacted the property, however
they are currently closed due to the pandemic. We have reached out to their
general reservations department who advised we must wait until the property
opens to request a cancellation without penalty. We
have not cancelled and processed a refund for the flight portion as the hotel
portion will not be valid for refund at this time. We made two attempts to
reach Mr. to ask whether he would like to keep the reservation as is, or
process the flight for cancel/refund while the hotel remains as non-refundable,
however we were unable to reach the customer.We
kindly ask Mr. to call our customer support line at his earliest
convenience to confirm the cancellation of the flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I spoke with *** and they said it was Expedia who can cancel the Hotel, not them since it is prepaid by Expedia. Their response is not fair and unacceptable. I want a voucher for future use.
Sincerely
July 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We have taken the conversation with the hotel and the
customer into consideration, and have determined the approval by the hotel
applicable. The hotel has been cancelled and refund has been processed in the
amount of $1466.13. The flight reservation with *** airline has been
cancelled and refund processed for $850.02. Refunds may take up to 30 business
days to reflect due to the unprecedented volume of travel disruptions following
the Covid-19 pandemic.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I 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 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
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 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
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 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.
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 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 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 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 1/31/20-2/2/20 I prepaid for a two night stay at a hotel. I arrived at the hotel. It was filthy with bed bugs. There was no lock on the door. The lights were broken. The elevator was broken. I left within ten minutes. I brought my key to the lobby and told them I was seeking a refund. They told me that because I booked through Expedia.com, I needed to request refund from them. I left and was lucky to get a hotel room 10 minutes from that one. I paid over $400.00 for the hotel room. On 2/3/20 I called my credit card company to report the dispute and that I was expecting a refund. A month went by and there was no refund. My credit company and I called the hotel who stated they processed the refund from their end back to expedia. We called expedia. Expedia confirmed this. They said they would process refund right away. Another month went by and no refund. My credit card company says I must take it up with Expedia. I have reached out to Expedia 5 times to date. On 5/31 I received an email stating that the refund has been processed. It is 6/3/20 and I still have no refund to my card. I called Expedia again today and they said " they will need to look into it furthur!!!". Please help.
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 10, 2020 via Expedia’s website for arrival on January 31 and departure on February 2, 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 132.36 USD on March 30, 2020. However, due to a dispute filed with the customer’s financial institution, the refund failed to process back to the customer’s card. Typically, when this occurs, the customer will receive a refund through their bank directly rather than Expedia. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receiving the customer’s request, we were able to confirm that the customer didn’t receive a refund through the dispute process. As such, we have reissued the customer’s refund in the amount of 132.36 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
Due to covid19 my trip to Jamaica in April of 2020 was cancelled and I received a refund from Expedia but I was missing $174 which is not right I feel that I should have my full refund and they kept $174. I am a single mother and that is a lot of money to be out of.
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 Vacation Waiver. Our
records reflect a Travel Protection Vacation Waiver for three travelers. We understand Ms. is
requesting a refund.Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. Unfortunately
we are unable to provide a refund for $174.00. 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
Complaint: ***
I am rejecting this response because: I do not understand why I cannot get a refund for the $174. Everything had to be canceled due to COVID 19 NOT because I chose to and I received a refund for everything else when they usually do not refund. I am upset that this cannot be easily resolved and get refunded. Like I said before $174 is a lot of money to be out of during a time like this and not working for 2.5 months.
Sincerely
I had a direct flight purchased from Expedia from March 19th to March 26th, 2020 which got changed to August 19th to 26th, 2020. The flight was changed without notifying me. I only found it by looking up my reservation, it has changed to lay overs and very long flight time which I was avoiding traveling with a young child and also that is NOT what I paid for. I have requested a refund which the airline website states that I am owed since I do not approve of the modifications to my flight. I have been hung up on multiple times with no call back, disconnected over and over through their virtual agent. They state they put in for a refund 2 weeks ago, I have heard nothing, my reservation shows active of the airline website so it clearly has not been canceled. I want my money back, plain and simple
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. Our records show November 12, 2019, Ms. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** departing on March 18, 2020, from Seattle, WA USA to London, England, UK and returning on March 25, 2020, for a total of $2,464.20. We understand from Ms. is seeking a refund due to an airline schedule change that affected the flight. We can confirm on March 7, 2020, Ms. contacted Expedia to determine if she could cancel the flight for a full refund. However, *** had not issued a flexibility policy to override their non-refundable conditions see below:*** Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed*** Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowedOn March 13, 2020, Ms. contacted Expedia to use the airfare credit issued by ***, based on the Corona-virus pandemic. Therefore, we provided the flexibility terms in the following manner, travel must be completed by September 30, 2020. The flight selected departs on August 19, 2020, from Portland, OR USA to London, England, UK and returning on August 26, 2020.On May 17, 2020, we received an airline-initiated schedule change notification which resulted in the need to communicate if Ms., Subject: Requested Email: Flight Complaint - Itin: ***Dear ***,We are contacting you from Expedia in regards to your flight status since the schedule has been modified by the airline and there are some options that you can take with no extra charges. We were trying to reach you at the phone number on the account 1-503-523-9211, however, there’s no answer.Since it is really important to give you this information, find below the changes and the options available:Your departure flight on August 19th from Portland, OR, United States-PDX going to London, England, UK-LHR originally schedule to leaves at 07:42 PM has been change and *** has 2 options:August 19th leaving at 11:30 AM from Portland, OR, United States-PDX arriving at 04:47 PM in London, England, UK-LHR (nonstop)August 19th leaving at 06:42 PM from Portland, OR, United States-PDX arriving at 08:40 AM (next day AUG 20th) in London, England, UK-LHR (nonstop)And for the returning flight on August 26th your flight has not been modified, it’s leaving London, England, UK-LHR at 12:50 PM arriving Portland, OR, United States-PDX at 03:21 PM.To confirm one of those options for the departure flight we need you to reply to this email with the best phone number to call you back, or list your approved flight so we can reissue your tickets.We will be waiting for your response on the next 48 hours.On March 19, 2020, Ms. replied by email she selected to depart at 6:42pm from Portland, OR USA and arriving in London, England UK on August 20, 2020 at 8:40AM. In addition, Ms. also stated within that same reply, that she’d rather cancel and travel next year. Regrettably, the flexibility policy issued by *** states travel must be completed by September 30, 2020.Between May 29, 2020 and July 16, 2020, Ms. contacted Expedia to request a refund for the flight due to an airline-initiated schedule change. In order to determine if the flight is eligible for a full refund, we contacted ***. We advised Ms. that due to the unprecedented times, *** is unavailable by phone, an email was sent to request a full refund on Ms.’s behalf. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, ***.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 16, 2020, we received a response from ***, as a direct result of the crisis and global travel restrictions, *** has made significant cancellations within their flight program and they have received a heightened volume of refund requests. We are unable to provide an exact date that *** will determine if Ms.’s flight qualifies for a refund. In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** has full control over Ms. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In-conclusion, Ms. may contact *** to discuss the application’s status. Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was never notified of my flight change. NO ONE has contacted versus email or phone. On May 19th, 2020, a supervisor wrote *** asking for a refund because I qualified for a refund. I was copied in the email to *** from Expedia and have received no reply from anyone. Now the flight is totally canceled. *** does not have a right to keep my money and neither does Expedia. By law, they canceled the flight in August. This is illegal to keep my money. I have made multiple attempts to reach out to Expedia to resolve this flight, I either get disconnected and no calls back or when I do the Live Chat it repeatedly disconnects when the person says they can help me. This is fraudulent activity, I have saved all conversations. I have looked online and there are multiple people complaining of the same thing. I have cell phone records showing no one has reached out to me and no emails. This statement given is just their way of backing out of being responsible. It has been 60 days from the email, so I wait another 60 days after I was told multiple times it would be 30 days?
Sincerely
I booked a flight last January, which was for April 15-May 3rd. This was a non-refundable flight from LAX-Manila PhilippinesBut Because of COVID19 my flights were canceled and Ibegan contacting Expedia about rescheduling or canceling my reservation. There’s was no flight available until further notice from the direct airlines which is *** Airlines. Iwas told that if I keep the voucher instead of refund by expedia representative I don’t have to worry about extra fee later on if I am flying the same exact city and airlines as long as I fly on the valid date of voucher which was until January 2020. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and flights and cancellation of the reservation will result in a full refund. It was also stated on the direct airline website. I callled many times about this reservation and I were told I can’t get a refund only voucher. Everytime I called their representatives will tell me different things. I ttried contacting the airlines, however, the airline has closed due to COVID-19 at the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
July 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. *** is requesting to a full refund of her flight due to COVID-19.
Our records indicate that on January 24, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Los Angeles, California to Manila, Philippines on
April 15, 2020 and returning on May 3, 2020.
When researching this matter, we were able to send the ticket up for a full refund on July 15, 2020. Please note that each of our airline partners establish
their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. To explain it further, the refund
is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a
second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two-
three billing cycles for the refund to appear in your credit card statement.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I have booked the trip to Cancun through Expedia back in the early January 2020. After my trip was settled the Airline Company *** start changing my flight time around several times. After one of the changes my air tickets on my Expedia.com appeared so that timing or arriving to y transfer point was later than departure to my final destination from the transfer point. At that point I called Expedia customer service support to discuss this issue on January 29, 2020. The representative I spoke to find the issue and because I couldn’t change my flight to any other day they cancel this booking and due to that it wasn’t my fault to cancel the flight they assure me I will get a full refund. Eventually after waiting 8 weeks I only get a taxes refund from the airline company. I was trying to reach out to Expedia so many times to solve this issue but they keep readdressing this issue back to airlines. Airlines meanwhile say the refund was process correctly because the flight was properly adjusted the day before I cancel it. That adjustment didn’t appear on my Expedia account, so due to their system error or representative mistake they preceded my cancellation wrong. Now they deny refunding me saying that airline is holding the situation not them. I want my $1500 back to me. If this won’t be solved I will have to file case to the court, I am not giving up this money
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund or a future travel credit for her flight due to COVID-19.
Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mrs. to reply with
the applicable itinerary number and email address associated with this complaint.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I had a reservation for a hotel room for March 17th through March 19th. The event in which I was suppose to attend was cancelled due to Covid . I spoke to the hotel and cancelled on March 15th. I disputed with my credit card and Expedia came back and charged and claimed I never cancelled, and said it was non refundable. I have no control over a pandemic. They are telling me they may give me a coupon. I don’t want a coupon as there is no eta on whether my event will ever be rescheduled. I want my credit card refunded. As I will never use Expedia again.I found out that Friday and I canceled the 15th it was for the 17th or the 19th and 85 and change
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
07,2020 via Expedia’s mobile site for arrival on March 17 and departure on March
19,2020. At the time of booking, the customer agreed to the following
cancellation policy: The room type and rate selected are non-refundable. Should
you change or cancel this reservation for any reason, your payment will not be
refunded.On July 03,2020 the customer contacted our customer care
team to request a refund for their reservation. At this time, customer care was
unable to get in touch with the property to request a refund and the request
was assigned to our offline team for follow up. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon receiving the customer’s refund request, we reached out
to the property to see if they would be willing to offer a refund given the circumstances. Unfortunately, we were not able to obtain approval for a
refund from the property. As we were unable to obtain approval for a refund
from the property and they have billed Expedia in full for the booking, we can’t
issue a refund for the customer’s reservation. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Complaint: ***
I am rejecting this response because: I contacted the hotel and they told me to reach out to Expedia. I had no intentions of cancelling . I have no control over a worldwide pandemic. So because I can’t control that and my meetings were cancelled to protect my safety. So it seems as though Expedia promotes spreading the virus and not protecting people’s safe. I’m paying for a service I never received because I could not, that is fraud. I have never heard back from any of the people I spoke to at Expedia as well that is poor customer service . So I find it hard to believe the hotel said that if I talked to them first as they said it was booked through a 3rd party and then they had me contact Expedia .
Sincerely
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We reached out again to the hotel property regarding a refund, they have agreed to waive the penalty of your reservation in full. We have processed a refund in the amount of $185.10 USD onto the original form of payment.
The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team