I purchased a travel insurance, premium 108 USD from Expedia back in November 2019. I contacted Expedia few times to get the refund. I was told refunds are issued only 15 days after purchasing the policy. This was an international trip to Europe and it was cancelled by *** airline. The fare was 1,671.50 USD. Economy class. Due to Covid-19 *** refunded a full amount and did not do it through the travel insurance either, therefore108.00 USD is still in possession of Expedia and did not serve For any purpose due to the unfortunate circumstances we are finding ourselves in.
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance. Our
records reflect a Flight Protection Plan provided by Travelguard for two travelers. We understand Ms. is requesting a refund as her flights have already been refunded.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. We apologize for any inconvenience this may
cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked an anniversary trip (It# ***) to Italy on November 30th, 2019 to Rome, Italy with a departure date of May 7, 2020. At the time of booking, the current circumstances with COVID-19 were unforeseeable and unknown. I find it extremely unfair that I am having to resort to a airline credit and having to spend the time and money I spent on insurance for a dispute/claim for which money I am not guaranteed back by the insurance company. This is of course, over the pandemic--something nobody had control over. So again, very unfair. I should also note that I have tried to settle this without having to submit a complaint when I emailed Expedia back in 3/25/2020 and 4/6/2020. Both emailed were completely ignored. I have booked trips with Expedia in the past and never had a bad experience until now... I am extremely disappointed. Should this not be resolved, I will make sure I submit another complaint to every public platform left, starting with Consumer Affairs.
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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
a flight reservation. We understand Mr. *** is requesting a refund for his flight and the Travel
Protection Plan due to COVID-19.
Our records indicate that on November 30, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Washington, DC to Rome, Italy on May 7, 2020 and returning on May 14, 2020 with
added Travel Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per *** policy in effect due to COVID19, Expedia
customers would receive an airline travel credit. The credit is simply the unused value of their current ticket to be used
as a credit toward a flight on the same airline. In this case, the will be no change free of charge until 30/11/20. When
Mr. is ready to rebook he is responsible for any fare difference if the original fare is not available.
In addition, you were advised of the Terms and Conditions of your Travel Protection Flight Protection Plan, which was
also available to you at the time of booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you 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.
While we regret that Mr.’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 ***Corporate Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because it provides no solution.
This complaint is in response to Expedia itinerary number: 7446700039805
On 6/23/19, I made a hotel reservation for *** in Manuel Antonio, Costa Rica. The reservation was originally booked for a stay between 3/23/20-3/28/20. I made this reservation online at expedia.com.
Unfortunately, I had to cancel this reservation on 3/22/20 as a result of COVID-19. Due to COVID-19, call volumes through the Expedia call center were very high and I could physically not get through to an agent in order to request a refund. As such, I had to cancel this reservation online and was not issued a refund for the reservation because I was outside of the hotel's standard cancellation period.
Having said that, I have since rebooked directly with the hotel (not through Expedia) for a new date (7/20/20-7/25/20); as I mentioned above, the only reason I cancelled was due to COVID-19 concerns. The state of Ohio (the state in which I reside) issued a stay at home order on 3/23/20 so we would not have been able to travel. In addition, Costa Rica issued a travel ban that prevented non-residents from traveling into their country.
I have called Expedia multiple times (between 5-6 times) and have spoken to a different agent each time that has been unable to resolve my issue. My request is to receive a full refund of $2,005.75 and no one at Expedia seems to be able to assist in getting this escalated. I realize that my cancellation was outside of the standard period, however COVID-19 is a massive EXCEPTION scenario that is preventing travel across the country.
Each time I have called Expedia an agent has told me that they would research and get back to me. I have yet to receive an email or phone call back to achieve resolution.
I look forward to your reply and a resolution to my problem.
Expedia.com Response
• Aug 14, 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 June 23,
2019 via the Expedia website for arrival on March 23,2020 and departure on March
28,2020. At the time of booking, the customer agreed to the following
cancellation policy:Cancellations or changes made after 6:00 PM local hotel
time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value.As part of our efforts in dealing with COVID-19, we have
worked with our hotel partners to provide as much flexibility possible, and in
our communications with the *** , they have agreed to a future
travel voucher for your booking.The voucher is issued through Expedia and is valid for one
year/twelve months from the date of issuance. The voucher can only be used on a
prepaid future travel booking with the same hotel property as originally
reserved.Resolution: We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. We’ve worked incredibly hard to push our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for bookings that are ordinarily non-refundable.Upon receiving the customer’s request, we reached out to the
property to explain that the customer had rebooked through the property
directly and was requesting a refund on their original reservation.
Regrettably, we were unable to obtain approval for a refund for the customer’s
booking from the hotel. We recognize that a voucher may not be what the customer was
looking for but know that these are extraordinary circumstances that travel
partners are trying to work through. We are still bound by the property's terms
and conditions and this is the only option that they're providing at this time.Our records indicate the voucher was issued to the customer
on June 19,2020 and is available for use in the customer’s account. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards,The Expedia Team
I have spent 20 hours trying to contact Expedia via chat and phone with no response. I cancelled my flight and have not received any detail on my refund or credit. It’s like they disappeared and are non exist. This is a time to support customers and Expedia has had the worst showing through a crisis. I expect they will lose all of their customers. True colors show in a crisis.
Expedia.com Response
• Jul 17, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased an economy flight with *** Airlines for travel to New
York, NY, from June 9, 2020 to June 11, 2020. The fare rules provided and
agreed to at the time of purchase stated that the flight is nonrefundable, but
changes could be made with a fee of $200.00.The
flight was not canceled by the airline and was operating as scheduled when the
customer canceled it. The airline is allowing customers who voluntarily cancel
flights to exchange the ticket with the change fee waived, and providing extra
validity time. They are not offering a refund. Expedia does not have control
over flight schedules and cannot waive the terms and conditions of items
purchased.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I booked a trip with Expedia on 2/12/202 scheduled to depart 3/28/2020.. At that time I paid Expedia directly with a credit card for the full amount of the trip, which included insurance in case I had to cancel. Also I was told by Expedia if for any reason I had to cancel, I had to do so directly with them for the refund. Then covid 19 happened. As time went on and I saw it was just getting worse, I tried to cancel my trip with Expedia and could not get through the phone lines, due to the virus. I continued to try and reach them day and night, seven days a week prior to my scheduled departure, with no success. I then notified my credit card co. informing them to take the charge off. they did so, only to have it put back. Expedia refuses to issue a refund to me, saying they have to get in touch with the hotel for the refund. when I paid them directly NOT the hotel. It's obvious I did not go to Aruba and stay st the hotel due to the pandemic. They are taking advantage of people at this diffacult time
Expedia.com Response
• Jul 17, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased a package that included four nights with the *** All Inclusive, roundtrip flights, shuttle and vacation waiver package
coverage.The
customer canceled eight days prior to travel. Refunds were processed but failed
multiple times. The $2660.21 shows as refund completed in the amounts of $172.00
on June 11, 2020, $2458.21 on June 24, 2020, and $30.00 on July 16, 2020. The
refund posting time frame varies based on the credit card.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
We booked vacation through the Expedia to Greece on June 7 to 14 2020. Hotel is lock down due to COVID19. Expedia refused to give us refund
Expedia refused to give us refund stating booking is non-refindable. All flights are canceled,hotel is locked down.I spoke to the hotel representatives they said I have to deal with Expedia because I paid to Expedia not to Hotel.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort - All Inclusive for June 7-14, 2020 for a total of 1,545.04 USD with a nonrefundable cancellation/change policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On May 14, 2020 our customer reached out to customer care requesting assistance to cancel the booking with a full refund. Our customer care advised it was still too early to determine if there would be any policy change in June so needed to call back when it is 10 days before arrival.On May 28, 2020 our customer followed up as was advised. Our customer care team advised the customer they are only eligible for a voucher to stay at the same property that is good for twelve months. The customer called back and asked for a supervisor then later a manager and was advised the booking was not eligible for a refund. Though they advised no refund our customer care still attempted to see if they could get a waiver. Unfortunately, none of the agents were able to reach a person of authority at the property, so they sent a case to our offline team for follow up. Our offline team updated our customer regularly.On June 4, 2020 the customer called to get an update on the status of their case. At this point, we had not yet been able to reach the property. On June 7, 2020 our customer was transferred to our reservation services for relocation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that on June 8, 2020 a refund of 1,545.04 USD was processed to the method of payment used when booking. Our records indicate the refund processed successfully. If the customer has not yet received their refund we recommend reaching out to their financial institution. Note: The customer provided an attachment in their complaint to Revdex.com that is for a Hotels.com booking to stay at *** June 14-17, 2020. This booking is payable directly to the hotel so the customer will need to work with the property or their bank. Since Hotels.com is not able to access billing history and has not collected any money from our customer for this booking they will not be able to refund anthing.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
We were contacted by the hotel we had booked through Expedia, that they were closed due to Covid-19 and would 100% refund us for our hotel booking...all we had to do was cancel the reservation through Expedia. We did once we received email confirmation from hotel that that was the case (since *** had put a restriction that we could no longer get 100% refund due to 30-day prior to check-in had passed). We cancelled the reservation and have yet to received a refund. I contact an Expedia representative multiple times to request status of refund (It's been more than 2 months now) and we haven't received any refund or status of the refund.
Expedia.com Response
• Aug 04, 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 February 22nd, 2020 via Expedia website for arrival on April 7th, 2020 and departure on April 10th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 8:00 PM local hotel time, Sunday, March 8, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.May 15th through June 3rd, the customer contacted our customer care team to inquire about a refund. The customer was eligible for a voucher but due to hotel closure we were able to obtain a refund for the stay.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $549.72 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
Customer Response
• Aug 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My mom's flight got canceled on april and they supposed to process the refund untill now I didn't get my refund yet and plus they keep canceling my mom's flights this is the 4th time that they canceled it without informing nor notication from my email or on their expedia app. It's so frustrating I've been on hold over an 1hr and I talked to supervisors and many agents and they still can't tell me when or will I get my refund.
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a one way fare with ***
airlines departing Vancouver, BC,
Canada to Davao, ***s on April 2, 2020. We understand Mrs.-*** is
requesting a refund.Per
our records, the refund has already been processed in the amount of $608.78. We
have contacted *** airlines to reconfirm, and was advised the refund has
already been processed on their end. If the customer has not received the refund back to the original
form of payment, we kindly ask Mrs.-***
to coordinate with her financial institution.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia has a “Book now, Pay Later “ payment option. To where you can pay at the counter, and not right away. I reserved a room for a hotel in Columbus, Ohio for July 6-July 10 on June 1st, 2020. I then noticed that I got the dates wrong and and needed to cancel since it did not let me modify it. I was not charged due to it being. “Book now, Pay Later” and I canceled before 24 hours of the reservation. I then property book the same exact hotel and the same exact room for July 8-July 10 on June 2nd, 2020. It had the same layout, wit other “Book now, Pay later” . Expedia immediately charged me!! I have video and pictures of it still saying “Due at Hotel: $207.74”. Why advertise that I can pay later and charge me now? I had reservations where I had to pay right then, I was notified of it! I called Expedia customer service and the agent saw it was a book now pay later but it had a deposit. It did not tell me the price of how much the deposit was, or if there was gonna be a deposit! I called the hotel and it said It was paid in full!! How is it paid in full if the site told me I needed to pay at the hotel? Was it going to take my money twice?? It is the first of the month and I will not have enough for my bills! Why advertise that I can pay later and take it right away? I know what it looks like when a deposit is needed. It shows the amount in the same box as the total price. It says “due now” and “due at hotel”. I am very upset.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer made two reservations to stay at *** for arrival on July 06 and departure on July 10, 2020. At the time
of booking, our customer selected the payment option to “Pay Later,” meaning
the hotel is the billing party and no funds pass through Hotels.com. In our review of the customer’s complaint, we were unable to
find any record of contact to our customer care team prior to reaching out to
the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon further investigation of the customer’s complaint, we
were able to confirm that the site indicates funds for the reservation will not
be collected until check-in. The property has confirmed that a 100% deposit
charged when reservations are made. We are working with the property’s
management team to get this information updated on our site. As both bookings were cancelled outside the penalty window,
the customer shouldn’t have been billed for the reservations. If they have any
questions about refund timing, we recommend they reach out to the property
directly since the property is the billing merchant. Given the miscommunication in regards to the deposit, we
have issued a 75.00 coupon to the customer’s account. The coupon is good for
use on a future prepaid reservation
through Expedia and is valid for one year from the date of issuance. Full
coupon details were sent to the customer via email. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.The Expedia Team
Customer Response
• Aug 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After multiple calls and hours talking to agents, and being put on hold, expedia refuses to refund our $2,200.00 for flights that were cancelled by the airline. The airline told us to get our refund from expedia, and there is nothing they can do. Who else is interested in joining our class action lawsuit?
I purchased airline tickets through Expedia, departing March 13th to NYC. With it I purchased insurance through “AIG”. Come to find out that AIG white labeled insurance through AON Afinity and now I’m getting the runaround for a refund. I’ve called and been hung up on and I keep receiving requests for proof that I’m not receiving any refund or credits. The thing is that when Expedia isn’t refunding you, they don’t send a message, they just don’t refund you. And they stop caring because they already have your money.
So now I am being told to contact AON Afinity for the Insurance payout, but AON is putting me on hold and hanging up the phone.
The insurance on airline tickets is a hoax as I now know.
On April 25th, my friend and I booked a vacation to Punta Cana, Dominican Republic. The traveling dates were July 3rd - July 7th. A few weeks later I called the hotel and they told me that they extended the closure till July 10th. I called Expedia to let them know that the hotel was going to be closed during my trip and that we might needed to change the dates. They told me that they had to send an email to the hotel. A few days later I called four times and none of the employees were able to tell me what was happening on my reservation. On May 28th, I called again and they had to send another email to the hotel to check if the new dates were available. I got an email on June 1st saying that the hotel agreed to change the dates. I called Expedia and they told me that they didn't see anything on the system that they had to send ANOTHER EMAIL. Today, June 2nd, I called two times this morning and all the representatives hung up on me (including a Supervisor named Gerardo). This evening I tried calling Expedia again and the supervisor just told me that I have no options since my airline doesn't have availability and my reservation is nonrefundable. He advised me that he has to send an email to another department to verify what can be done or I can talk to corporate. This is the FIRST and LAST time I use Expedia for my travel plans. I have called Expedia more than 10 times (I have evidence) and no one can help me.
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Upon further
research, we are unable to locate an Expedia account related to Mr. complaint. We respectfully request that he provide us with the email address and
phone number used to book the reservations, and the generated itinerary numbers.
The requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a room at the *** Gardens in Savannah,Ga. for March 14-16,2020. I called starting March 12 to cancel trip due to Covid-19,I called over 30 times with no prevail. Only 3 times did I manage to talk to someone and I got the run around that the computers crashed each time and call back later. The confirmation # is *** and the itinerary # is *** dated March 3,2020.
Expedia.com Response
• Jul 25, 2020
Dear Revdex.com,It has been my pleasure to
assist with our customer’s recent Revdex.com Case # ***. Our findings and
resolution to the case are listed below.Findings: We can confirm our customer
made a reservation to stay at *** for March
14-16, 2020 with a non-refundable change or cancel policy. At the time of
booking our customer chose to purchase Hotel Booking Protection.Due to the unprecedented
situation affecting a great number of people's travel plans, an extraordinarily
high volume of emails, calls, chats, and social media posts have resulted
causing a delay in responses. While our customer service agents are working as
fast as they can to manage all requests and we have redeployed team members
from other parts of the business to assist, we acknowledge the experience has
been less than ideal and understand the impact this has had on our travelers. We have searched our system
for incoming calls and for cases. Unfortunately, we have no record of our
customer calling our customer care before or after the stay.On April 22, 2020 our
customer chatted with a virtual agent (not a live person) about getting a refund.
They were advised to try back later as all our representatives were working
with other customers and the wait time was very long. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. As a courtesy we contacted
the *** to verify if they had been contacted and
to advocate for a waiver on behalf of our customer. They had no record of our
mutual customer contacting them about this reservation. They were open and held
the room for our customer since the booking was never cancelled. Unfortunately, based on our
findings this booking is not eligible for a refund or a voucher. It is important to note that
our customer purchased the Hotel Booking Protection which may provide other
options. Unfortunately, we are not certified to address insurance questions. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations
RepresentativeGlobal Customer Operations |
Expedia
The following complaint is directed towards Expedia. In September 2019, I booked a flight to Canada with one additional passenger via Expedia (the airline carrier is ***) for a total of $878.40 for the roundtrip flight. Due to COVID-19, Expedia sent both an email and text message to me stating at the beginning of May, I had the option to cancel the flight for no additional penalties. On June 2, 2020 I called Expedia (866-327-8682) and after 40 minutes I spoke to a representative who stated that the flight was not eligible for a refund. Only a voucher for the flights could be offered and moreover, these vouchers were only valid for 1 year from the date of purchase which suggests that the vouchers would need to be used by September 2020. I stated to the representative that this wasn't documented anywhere regarding the expiration date of the vouchers. Moreover, I stated that as of the beginning of May, the prime minister of Canada has closed the USA-Canada border to nonessential travel. I requested a full refund to which the representative stated he would transfer my call to a supervisor. In doing so, the initial representative hung up on me. I received a call from the following phone number listed a Phoenix, AZ number (602-6038018) and this representative stated his name was Adrian and he was a supervisor. After approximately 30 minutes, this person stated that *** would not permit a refund for these tickets and that only a voucher could be offered. I requested for documentation and proof that it is ***'s policy to not issue a full refund. I also stated to this "supervisor" that the receipt of payment for the tickets is from Expedia and not from *** so it's inappropriate for Expedia to state a no refund could be issued. This representative stated he would transfer me to a "manager" so I was placed on a *2 hourhold with no communication from the "supervisor" about the status or progress update. Adrian hung up on me after approximately 2 hour hold and called me back stating he apologized for the long hold and was still in the process of locating a manager.
Expedia.com Response
• Jul 17, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased combined one way flights from Newark, NJ, USA to Calgary,
AB, Canada, from June 3, 2020 to June 1, 2020.The
customer canceled the flights. Under the airlines goodwill policy due to the
pandemic, the change fee can be waived when the tickets are rebooked, and they
are allowing use of the value to rebook new flights up to 24 months from the
original purchase date. The new flights must be with *** for the same
passenger and depart from the same country of origin. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Due to COVID19, I was at severe risk of getting sick, Therefore I had to cancel my trip. Expedia sent me Email notification of my pending refund for my hotel reservation. Almost 2 months later and still no refund. I have spent countless hours on the phone with my bank and Expedia and still have no solution. I have learned my lesson to NEVER use Expedia's services again.
Expedia.com Response
• Jul 16, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased itinerary *** including four nights with the YOTEL
New York, check-in in on March 14, 2020, and roundtrip flights.Both the
flights and hotel were authorized for refund. The flights were refunded by the airline.
The hotel refund was processed by Expedia on April 22, 2020, but subsequently
canceled because the customer disputed the hotel charges through their credit
card company. The customer may contact their credit card to inquire on their
dispute.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because:
After contacting my credit card company, they have repeatedly told me that there was no refund sent to my account. Attatched are the letters from Chase bank, whom I have tried to dispute this charge with for the past SIX months. They can not do anything on their end, and Expedia still refuses to send me the refund. I am beyond frustrated and want my money back. I should have never used Expedia.
Sincerely
Expedia.com Response
• Aug 01, 2020
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.The customer purchased itinerary *** including
four nights with the *** New York, check-in in on March 14, 2020, and
roundtrip flights.As previously stated:Both the flights and hotel were authorized for refund. The
flights were refunded by the airline. The hotel refund was processed by Expedia
on April 22, 2020, but subsequently canceled because the customer disputed the
hotel charges through their credit card company. The hotel refund was $683.20, for the charge of the same
amount that was previously collected on January 14, 2020, transaction ID.The customer may contact their credit card company directly
regarding the credit card dispute and provide this as proof that the refund was
authorized. We cannot process the refund from our end without proof that the
credit card dispute was declined.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 03, 2020
Complaint: ***I am rejecting this response because:This is the same exact response from last time. If you can read the documents I uploaded, ON JUNE 2ND 2020, THE LETTER CLEARLY SAYS, "We have mailed a letter to you informing you that the dispute has been closed. In another letter from chase, they say "We can't confirm you're due a credit because the services you purchased were received or available to use." What services? I never received anything. Once again, I am beyond mad at this point and want my money back. I am not accepting this pitiful response to my claim. Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Hi, I purchased 5 airline tickets through expedia.com to travel to Morocco. Our trip was scheduled to leave on April 4th. Due to the Corona virus, all flights were canceled. It took me 4 weeks to even get through to expedia.com to even get a response. I requested a refund and they said that they needed a refund voucher from the airline company which is ***. I mentioned to expedia.com that *** would refund tickets if the customer wanted a refund instead of the 12 month credit. This is mentioned in writing on *** website. It's in writing! Expedia reached out to *** and came back with the response of only issuing a credit that is only valid for 12 months. So if I don't use the tickets in 12 months, I'll lose out on about $5,000-. Who knows were we'll be in 12 months and if it'll even be safe to travel by then. I have 2 kids by the way. So safety is key! So I mentioned again to Expedia that *** has posted on their website that they are issuing refunds and again claimed that they'll only give me a 12 month credit. I've tried calling *** to resolve the issue, but they said I have to deal with Expedia since I purchase the tickets through them.
I would like to get a refund for the 5 tickets that I booked and not a credit. The fact that it's posted on the *** website that they will issue a refund and they're not refunding me is false advertising. My flight was canceled by ***. I did not cancel the flight. Now they are only giving a credit that expires in 12 months. It may not be safe travel by then. I haven't worked since the shut down and I'm not even sure if I'll be able to afford to take my family on a trip in the next 12 months? So if there is anything you can do to help get my refund I would GREATLY appreciate it!!!
Here is a direct copy from the *** refund policy due to the Covid-19.
"To allow their customers to plan and enjoy their future trips, *** offers the customers the refund of the ticket in exchange of a voucher. This voucher is valid 18 months from the date of issuance and is redeemable in cash after the expiry date. The vouchers issued previously will automatically benefit from this 18 months extension. We invite you to contact your travel agency or our 5 call center by sending an email to ***.com. We wish to reassure our clients that absolutely all their requests will be processed."
Thanks for your time!
Expedia.com Response
• Jul 14, 2020
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased four tickets in refundable economy fare with ***
for travel from New York, NY to Casablanca, Morocco on April 4, 2020, and returning
on April 18, 2020, via itinerary number ***.The customer
purchased another roundtrip flight for the same cities and departure flight,
but returning on April 25, 2020 via itinerary ***. This fare was a nonrefundable
and non-changeable economy fare.The
airline has closed off our ability to process refunds on their tickets via the global
distribution system in which they sell there fares, through Expedia and other
online issuers of their tickets. It seems the
message says they might be allowing the exchange of refundable tickets into an
18 month credit for future travel. On contacting them they stated they canceled
many flights due to government restriction during the pandemic and are not
providing refunds. Although the message noted by the customer states that at
the end of that period, if the vouchers are not used, they can be redeemed for
cash, only the airline would be able to do that. Tickets are purged at the end
of their validity, or at their expiration, and as such they are not available
to process a refund on. Tickets that are exchanged by the airline directly to a
voucher cannot be refunded as they would be in exchanged status; and, Expedia
would not be able to access vouchers issued by ***.We have
contacted *** to advise them of the customer request for refund and
to request further information to clarify. Once we receive a reply from them we
will be able to advise the customer further.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
We made a hotel reservation for *** for June 14-17 back in January of this year, before the COVID-19 pandemic hit the U.S. I spoke to the highest level of customer service at Expedia, and all Expedia will offer me for this reservation is a voucher that we will not use. I called *** on May 30th, and was told the hotel is currently closed to guests, and has no planned reopening date. (Expedia did not tell me this, even though I was told they contacted the hotel to see if we could get a refund.) We can't stay at the hotel because it is closed, and yet we can't get a refund. This trip was for a family reunion involving family members from around the world, some of which have now lost their jobs. There is no way of re-planning this family reunion next year during this pandemic. We have no plans on traveling to Portugal in the next two years, therefore the voucher is useless.
Expedia Itinerary #
Expedia.com Response
• Jul 29, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.We can confirm our customer made a reservation to stay at *** for June 14-17, 2020 with a non-refundable change or cancel policy. This reservation was cancelled on June 9, 2020 with full penalty. After the booking was cancelled our customer initiated a dispute through their financial institution. As our customer was restored the funds through the charge-back process, they will need to contact their financial institution for more information.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the funds were restored to our customer via the charge-back process, 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, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 30, 2020
Complaint: ***
I am rejecting this response because:
I spoke to the front desk at *** on May 30, 2020 and confirmed that they were NOT open for business, and that there was no opening date for the hotel at that time. We disputed this charge because Expedia would not give us a full refund, and were trying to force their useless voucher on us. Expedia would not give us a refund, even though the hotel was closed and could not provide the service that we paid for.
We did not cancel this reservation. Expedia cancelled this reservation. Expedia is lying when it says we cancelled on June 9. We spent over 40 hours trying to resolve issues with Expedia via call center, email, and chat. EXPEDIA IS TAKING ADVANTAGE OF THIS PANDEMIC FOR THEIR OWN PROFIT.
Sincerely
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,
Thank you for giving us this further chance to address our customer's concerns regarding case number ***.As stated during our previous review, our customer has disputed this charge with their financial institution and was rewarded the funds back for this reservation. Thus, our customer has received a full refund as was their preferred resolution for this dispute.We apologize for any inconvenience, but we are glad to have been able to assist with this issue.
I booked a trip to Greece with Expedia in Jan. 2020. Then, Covid19 broke out. I did not cancel my trip because I thought the plans still might go through. Expedia canceled my trip in April, though. There were several parts to my trip (main flight, smaller flights, different hotels). Each part was done in "packages" of flight + hotel. Little by little, I was informed by Expedia that key flights and hotels were cancelled. I was unable to contact Expedia as their line was constantly busy, they had no email address, and they had no live chat on their web site. I did not get any trip from Expedia, but now they want to charge me for my trip on my credit card. They are trying to steal from me. They have no reached out to me in any way except to send me emails about cancellations to which I cannot respond (when I hit "reply" to the email, it is not an email that can be responded to).
Expedia is trying to get its money when no product was rendered. This is stealing. I will never book through them again, and now my credit is ruined because I refuse to pay my credit card for a trip that was cancelled on me and that I didn't get to take. Expedia needs to provide a full refund.
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“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 her package
reservations under itineraries ***, ***, and ***.
We understand the customer is requesting a full refund of each booking due to
COVID-19. Our
records indicate that the customer self-cancelled the hotel portion for two of
the three bookings, under itineraries *** and ***, however
both refunds failed as the customer filed chargeback claims with her financial
institution for the full cost of all three package reservations booked on Expedia’s
website. In order for us to address Ms.’s concerns, she needs to cancel
all dispute claims with her bank for the itineraries in question. Once
completed, the customer must provide us with official documentation
from her bank, confirming that disputes were closed and no refunds were issued
for these bookings. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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.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,Gayana *** Corporate
Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because:
Expedia is incorrect about my booking. I did NOT cancel. My plans were cancelled by the airlines and hotels because of C19. It is impossible to contact Expedia as their phone is always business or takes you through a loop of options that ends with an automated "helper" that doesn't actually help. They have no live chat and no way to email them. They send out "hit and run" emails, i.e., emails informing me of information but with no way to reply back to them (when I tried, I get an error message). Thus, my only option was to dispute charges with my credit card. The one for $1368 has already been granted to me as I am in the right. The others are still being researched.
Expedia has an obligation to phone customers (or at least have a way for customers to easily contact them) when airlines and hotels cancel reservations. I don't really care what the excuse it, the customer should in no way be held responsible for the charges. Expedia makes it near impossible to for customers to discuss issues with them, and then they try to make customers pay for services that were not rendered. No.
I would like to report DECEPTIVE PRACTICES/FRAUD by EXPEDIA. We have been customers of EXPEDIA for almost 18 years. We have always expressed a high level of trust towards them. Not anymore. We had two tickets for a flight scheduled to Greece departing 5/26/20. ***, the airline involved, cancelled the flight. We spoke with *** twice. The first time, in April, *** told us the refund must come directly from EXPEDIA since they booked the flight. The *** representative said we are entitled to a full refund since the flight was cancelled by ***. The representative asked me to contact EXPEDIA and ask them to cancel the booking so that the refund can be initiated.
We contacted EXPEDIA and were told that the airline would want to issue a voucher, WHICH IS A LIE! We contacted *** again and spoke with Patrick. He said he did not know why EXPEDIA is giving customers a hard time. He gave us a TICKET WAIVER POLICY OVERIDE. He said that the override entitles us to a FULL REFUND and to let EXPEDIA know. Once again we contacted EXPEDIA and gave them the code. On May 1st, 2020, we were told by EXPEDIA that the refund would be forthcoming and that the request would be forwarded to the Refund Dept.
As of today, June 1st, we have not received it. We paid for the tickets on January 20, 2020. It is going on 5 months since they have held the money without intention of providing the service.
I checked with the District Attorney’s office in my area and was informed that amounts over $1500., are considered FELONY THEFT. In addition, the Department of Transportation has ordered all travel expenses to be refunded. I know its not their fault, BUT, it is not our fault either. Taking money from someone without earning it is called STEALING.
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 (“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 his itinerary ***. We understand Mr.
is requesting a full refund of his flight with *** due to an
airline-initiated schedule change.Upon review, on June 19, 2020, Expedia contacted
*** by phone with a refund request due to the airline-initiated schedule
change. The airline confirmed the customer is eligible for a full refund and
requested the refund request in writing via email. We sent the written request on the same day as
instructed. On July 13, 2020, we sent a follow up request to the airline. On
July 14, 2020, we received a response from ***, advising that due to the unprecedented
and overwhelming volume of requests they’ve been receiving, they have longer processing times. They
assured us that the refund will be processed in order in which it was received.
We will contact the customer directly as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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.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,Gayana *** Corporate Correspondence Team
Requested for a full refund without penalty for *** Flights that significantly changed my flight from a direct flight to a connecting to the *** Islands and was denied. Expedia claims that I accepted the change. I did not accept anything. My hotel was cancelled because the island is not allowing international flights in and out through September 1. Please keep in mind that my sister on the same flight was able to get full refund without penalty.
Expedia.com Response
• Jul 01, 2020
June 30, 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 (“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 complaint number ***) regarding a vacation package. Our records show that on October 25, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel is with *** and *** Airways, traveling from New York, NY to George Town, *** Islands departing on August 22, 2020 and returning on August 29, 2020. The package includes a hotel and package plan with stay at The *** Resort & Spa for a check in on August 22, 2020 and a check out on August 29, 2020, for a total of $2,783.32. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change. On February 18, 2020, Mr. contacted Expedia to discuss *** Airlines schedule change notification that was sent to him by email. Therefore, we provided Mr. with *** specific schedule to help accommodate him with his outbound flight. However, the return flight with *** Airways was unaffected by *** schedule change. In addition, Mr. accepted a certain flight with *** Airlines which caused his tickets to be updated. Furthermore, on May 20, 2020, Mr. contacted Expedia to request a full refund for the *** flight reservation. Regrettably, *** Airlines did not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. Additionally, the schedule change that affected the outbound flight was accepted, on February 18, 2020. In regards to the *** Airways flight, we emailed Mr. the following information:*** Airways has not offered a refund as their flight is still operating. If you wish to cancel your booking and obtain a future travel credit (prior to departure), please contact us at 1-800-EXPEDIA (397-3342) for details. Please note that we have not cancelled the booking on your behalf. You can refer to the *** Airways website for additional details as it gets closer to flight departure date.On May 30, 2020, Mr. contacted Expedia to request a full refund on the *** Airlines flight due to the Coronavirus travel disruption. To best assist Mr. with his request we contacted *** Airlines to advocate for a refund on the outbound flight. We informed Mr. that due to his schedule change acceptance back on February 18, 2020, *** is not permitting a refund.Between June 27, 2020 to June 30, 2020, Expedia discovered *** Airlines cancelled Mr. outbound flight. We then communicated with Mr. by email to determine if he prefers a refund or if he will accept a new flight. The Expedia email dated; June 30, 2020, advised the following,Dear ***,Re: ***Booking ID: ***Thank you for choosing Expedia.com for your travel plans.Due to a recent schedule change that was unaccommodating to your travel needs, you have opted to receive a full refund for your flight totaling $592.80You will be receiving your refund from the *** Airlines and this will take up to 6 to 8 weeks.As you have agreed to the refund option your reservation has been cancelled and cannot be re-instated.Thank you for choosing Expedia!The return flight with *** Airways is still active and scheduled to depart on August 29, 2020. This is based upon their non-refundable restrictions. In addition, *** Airways is the merchant of record (the entity that received the funds and is the company that charged Mr. credit card) for the return flight. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, an airline schedule change occurs. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.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. *** Airways flexibility policy is subject to change in order to align with specific updates depending upon certain parameters. We kindly recommend that Mr. visit *** Airways website to confirm the status of his return flight and to review the airlines flexibility policy. If the flight remains active and departs as scheduled, then Mr. may not be eligible for a refund. To better assist Mr. with his active return flight he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his full refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I purchased a travel insurance, premium 108 USD from Expedia back in November 2019. I contacted Expedia few times to get the refund. I was told refunds are issued only 15 days after purchasing the policy. This was an international trip to Europe and it was cancelled by *** airline. The fare was 1,671.50 USD. Economy class. Due to Covid-19 *** refunded a full amount and did not do it through the travel insurance either, therefore108.00 USD is still in possession of Expedia and did not serve For any purpose due to the unfortunate circumstances we are finding ourselves in.
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance. Our
records reflect a Flight Protection Plan provided by Travelguard for two travelers. We understand Ms. is requesting a refund as her flights have already been refunded.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. We apologize for any inconvenience this may
cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked an anniversary trip (It# ***) to Italy on November 30th, 2019 to Rome, Italy with a departure date of May 7, 2020. At the time of booking, the current circumstances with COVID-19 were unforeseeable and unknown. I find it extremely unfair that I am having to resort to a airline credit and having to spend the time and money I spent on insurance for a dispute/claim for which money I am not guaranteed back by the insurance company. This is of course, over the pandemic--something nobody had control over. So again, very unfair. I should also note that I have tried to settle this without having to submit a complaint when I emailed Expedia back in 3/25/2020 and 4/6/2020. Both emailed were completely ignored. I have booked trips with Expedia in the past and never had a bad experience until now... I am extremely disappointed. Should this not be resolved, I will make sure I submit another complaint to every public platform left, starting with Consumer Affairs.
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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
a flight reservation. We understand Mr. *** is requesting a refund for his flight and the Travel
Protection Plan due to COVID-19.
Our records indicate that on November 30, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Washington, DC to Rome, Italy on May 7, 2020 and returning on May 14, 2020 with
added Travel Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per *** policy in effect due to COVID19, Expedia
customers would receive an airline travel credit. The credit is simply the unused value of their current ticket to be used
as a credit toward a flight on the same airline. In this case, the will be no change free of charge until 30/11/20. When
Mr. is ready to rebook he is responsible for any fare difference if the original fare is not available.
In addition, you were advised of the Terms and Conditions of your Travel Protection Flight Protection Plan, which was
also available to you at the time of booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you 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.
While we regret that Mr.’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 ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because it provides no solution.
Highly disappointed
This complaint is in response to Expedia itinerary number: 7446700039805
On 6/23/19, I made a hotel reservation for *** in Manuel Antonio, Costa Rica. The reservation was originally booked for a stay between 3/23/20-3/28/20. I made this reservation online at expedia.com.
Unfortunately, I had to cancel this reservation on 3/22/20 as a result of COVID-19. Due to COVID-19, call volumes through the Expedia call center were very high and I could physically not get through to an agent in order to request a refund. As such, I had to cancel this reservation online and was not issued a refund for the reservation because I was outside of the hotel's standard cancellation period.
Having said that, I have since rebooked directly with the hotel (not through Expedia) for a new date (7/20/20-7/25/20); as I mentioned above, the only reason I cancelled was due to COVID-19 concerns. The state of Ohio (the state in which I reside) issued a stay at home order on 3/23/20 so we would not have been able to travel. In addition, Costa Rica issued a travel ban that prevented non-residents from traveling into their country.
I have called Expedia multiple times (between 5-6 times) and have spoken to a different agent each time that has been unable to resolve my issue. My request is to receive a full refund of $2,005.75 and no one at Expedia seems to be able to assist in getting this escalated. I realize that my cancellation was outside of the standard period, however COVID-19 is a massive EXCEPTION scenario that is preventing travel across the country.
Each time I have called Expedia an agent has told me that they would research and get back to me. I have yet to receive an email or phone call back to achieve resolution.
I look forward to your reply and a resolution to my problem.
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 23,
2019 via the Expedia website for arrival on March 23,2020 and departure on March
28,2020. At the time of booking, the customer agreed to the following
cancellation policy:Cancellations or changes made after 6:00 PM local hotel
time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value.As part of our efforts in dealing with COVID-19, we have
worked with our hotel partners to provide as much flexibility possible, and in
our communications with the *** , they have agreed to a future
travel voucher for your booking.The voucher is issued through Expedia and is valid for one
year/twelve months from the date of issuance. The voucher can only be used on a
prepaid future travel booking with the same hotel property as originally
reserved.Resolution: We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. We’ve worked incredibly hard to push our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for bookings that are ordinarily non-refundable.Upon receiving the customer’s request, we reached out to the
property to explain that the customer had rebooked through the property
directly and was requesting a refund on their original reservation.
Regrettably, we were unable to obtain approval for a refund for the customer’s
booking from the hotel. We recognize that a voucher may not be what the customer was
looking for but know that these are extraordinary circumstances that travel
partners are trying to work through. We are still bound by the property's terms
and conditions and this is the only option that they're providing at this time.Our records indicate the voucher was issued to the customer
on June 19,2020 and is available for use in the customer’s account. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards,The Expedia Team
I have spent 20 hours trying to contact Expedia via chat and phone with no response. I cancelled my flight and have not received any detail on my refund or credit. It’s like they disappeared and are non exist. This is a time to support customers and Expedia has had the worst showing through a crisis. I expect they will lose all of their customers. True colors show in a crisis.
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased an economy flight with *** Airlines for travel to New
York, NY, from June 9, 2020 to June 11, 2020. The fare rules provided and
agreed to at the time of purchase stated that the flight is nonrefundable, but
changes could be made with a fee of $200.00.The
flight was not canceled by the airline and was operating as scheduled when the
customer canceled it. The airline is allowing customers who voluntarily cancel
flights to exchange the ticket with the change fee waived, and providing extra
validity time. They are not offering a refund. Expedia does not have control
over flight schedules and cannot waive the terms and conditions of items
purchased.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I booked a trip with Expedia on 2/12/202 scheduled to depart 3/28/2020.. At that time I paid Expedia directly with a credit card for the full amount of the trip, which included insurance in case I had to cancel. Also I was told by Expedia if for any reason I had to cancel, I had to do so directly with them for the refund. Then covid 19 happened. As time went on and I saw it was just getting worse, I tried to cancel my trip with Expedia and could not get through the phone lines, due to the virus. I continued to try and reach them day and night, seven days a week prior to my scheduled departure, with no success. I then notified my credit card co. informing them to take the charge off. they did so, only to have it put back. Expedia refuses to issue a refund to me, saying they have to get in touch with the hotel for the refund. when I paid them directly NOT the hotel. It's obvious I did not go to Aruba and stay st the hotel due to the pandemic. They are taking advantage of people at this diffacult time
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased a package that included four nights with the *** All Inclusive, roundtrip flights, shuttle and vacation waiver package
coverage.The
customer canceled eight days prior to travel. Refunds were processed but failed
multiple times. The $2660.21 shows as refund completed in the amounts of $172.00
on June 11, 2020, $2458.21 on June 24, 2020, and $30.00 on July 16, 2020. The
refund posting time frame varies based on the credit card.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
We booked vacation through the Expedia to Greece on June 7 to 14 2020. Hotel is lock down due to COVID19. Expedia refused to give us refund
Expedia refused to give us refund stating booking is non-refindable. All flights are canceled,hotel is locked down.I spoke to the hotel representatives they said I have to deal with Expedia because I paid to Expedia not to Hotel.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort - All Inclusive for June 7-14, 2020 for a total of 1,545.04 USD with a nonrefundable cancellation/change policy.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On May 14, 2020 our customer reached out to customer care requesting assistance to cancel the booking with a full refund. Our customer care advised it was still too early to determine if there would be any policy change in June so needed to call back when it is 10 days before arrival.On May 28, 2020 our customer followed up as was advised. Our customer care team advised the customer they are only eligible for a voucher to stay at the same property that is good for twelve months. The customer called back and asked for a supervisor then later a manager and was advised the booking was not eligible for a refund. Though they advised no refund our customer care still attempted to see if they could get a waiver. Unfortunately, none of the agents were able to reach a person of authority at the property, so they sent a case to our offline team for follow up. Our offline team updated our customer regularly.On June 4, 2020 the customer called to get an update on the status of their case. At this point, we had not yet been able to reach the property. On June 7, 2020 our customer was transferred to our reservation services for relocation.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that on June 8, 2020 a refund of 1,545.04 USD was processed to the method of payment used when booking. Our records indicate the refund processed successfully. If the customer has not yet received their refund we recommend reaching out to their financial institution. Note: The customer provided an attachment in their complaint to Revdex.com that is for a Hotels.com booking to stay at *** June 14-17, 2020. This booking is payable directly to the hotel so the customer will need to work with the property or their bank. Since Hotels.com is not able to access billing history and has not collected any money from our customer for this booking they will not be able to refund anthing.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
We were contacted by the hotel we had booked through Expedia, that they were closed due to Covid-19 and would 100% refund us for our hotel booking...all we had to do was cancel the reservation through Expedia. We did once we received email confirmation from hotel that that was the case (since *** had put a restriction that we could no longer get 100% refund due to 30-day prior to check-in had passed). We cancelled the reservation and have yet to received a refund. I contact an Expedia representative multiple times to request status of refund (It's been more than 2 months now) and we haven't received any refund or status of the refund.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 22nd, 2020 via Expedia website for arrival on April 7th, 2020 and departure on April 10th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 8:00 PM local hotel time, Sunday, March 8, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.May 15th through June 3rd, the customer contacted our customer care team to inquire about a refund. The customer was eligible for a voucher but due to hotel closure we were able to obtain a refund for the stay.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $549.72 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My mom's flight got canceled on april and they supposed to process the refund untill now I didn't get my refund yet and plus they keep canceling my mom's flights this is the 4th time that they canceled it without informing nor notication from my email or on their expedia app. It's so frustrating I've been on hold over an 1hr and I talked to supervisors and many agents and they still can't tell me when or will I get my refund.
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a one way fare with ***
airlines departing Vancouver, BC,
Canada to Davao, ***s on April 2, 2020. We understand Mrs.-*** is
requesting a refund.Per
our records, the refund has already been processed in the amount of $608.78. We
have contacted *** airlines to reconfirm, and was advised the refund has
already been processed on their end. If the customer has not received the refund back to the original
form of payment, we kindly ask Mrs.-***
to coordinate with her financial institution.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia has a “Book now, Pay Later “ payment option. To where you can pay at the counter, and not right away. I reserved a room for a hotel in Columbus, Ohio for July 6-July 10 on June 1st, 2020. I then noticed that I got the dates wrong and and needed to cancel since it did not let me modify it. I was not charged due to it being. “Book now, Pay Later” and I canceled before 24 hours of the reservation. I then property book the same exact hotel and the same exact room for July 8-July 10 on June 2nd, 2020. It had the same layout, wit other “Book now, Pay later” . Expedia immediately charged me!! I have video and pictures of it still saying “Due at Hotel: $207.74”. Why advertise that I can pay later and charge me now? I had reservations where I had to pay right then, I was notified of it! I called Expedia customer service and the agent saw it was a book now pay later but it had a deposit. It did not tell me the price of how much the deposit was, or if there was gonna be a deposit! I called the hotel and it said It was paid in full!! How is it paid in full if the site told me I needed to pay at the hotel? Was it going to take my money twice?? It is the first of the month and I will not have enough for my bills! Why advertise that I can pay later and take it right away? I know what it looks like when a deposit is needed. It shows the amount in the same box as the total price. It says “due now” and “due at hotel”. I am very upset.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer made two reservations to stay at *** for arrival on July 06 and departure on July 10, 2020. At the time
of booking, our customer selected the payment option to “Pay Later,” meaning
the hotel is the billing party and no funds pass through Hotels.com. In our review of the customer’s complaint, we were unable to
find any record of contact to our customer care team prior to reaching out to
the Revdex.com. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon further investigation of the customer’s complaint, we
were able to confirm that the site indicates funds for the reservation will not
be collected until check-in. The property has confirmed that a 100% deposit
charged when reservations are made. We are working with the property’s
management team to get this information updated on our site. As both bookings were cancelled outside the penalty window,
the customer shouldn’t have been billed for the reservations. If they have any
questions about refund timing, we recommend they reach out to the property
directly since the property is the billing merchant. Given the miscommunication in regards to the deposit, we
have issued a 75.00 coupon to the customer’s account. The coupon is good for
use on a future prepaid reservation
through Expedia and is valid for one year from the date of issuance. Full
coupon details were sent to the customer via email. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
After multiple calls and hours talking to agents, and being put on hold, expedia refuses to refund our $2,200.00 for flights that were cancelled by the airline. The airline told us to get our refund from expedia, and there is nothing they can do. Who else is interested in joining our class action lawsuit?
I purchased airline tickets through Expedia, departing March 13th to NYC. With it I purchased insurance through “AIG”. Come to find out that AIG white labeled insurance through AON Afinity and now I’m getting the runaround for a refund. I’ve called and been hung up on and I keep receiving requests for proof that I’m not receiving any refund or credits. The thing is that when Expedia isn’t refunding you, they don’t send a message, they just don’t refund you. And they stop caring because they already have your money.
So now I am being told to contact AON Afinity for the Insurance payout, but AON is putting me on hold and hanging up the phone.
The insurance on airline tickets is a hoax as I now know.
On April 25th, my friend and I booked a vacation to Punta Cana, Dominican Republic. The traveling dates were July 3rd - July 7th. A few weeks later I called the hotel and they told me that they extended the closure till July 10th. I called Expedia to let them know that the hotel was going to be closed during my trip and that we might needed to change the dates. They told me that they had to send an email to the hotel. A few days later I called four times and none of the employees were able to tell me what was happening on my reservation. On May 28th, I called again and they had to send another email to the hotel to check if the new dates were available. I got an email on June 1st saying that the hotel agreed to change the dates. I called Expedia and they told me that they didn't see anything on the system that they had to send ANOTHER EMAIL. Today, June 2nd, I called two times this morning and all the representatives hung up on me (including a Supervisor named Gerardo). This evening I tried calling Expedia again and the supervisor just told me that I have no options since my airline doesn't have availability and my reservation is nonrefundable. He advised me that he has to send an email to another department to verify what can be done or I can talk to corporate. This is the FIRST and LAST time I use Expedia for my travel plans. I have called Expedia more than 10 times (I have evidence) and no one can help me.
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.Upon further
research, we are unable to locate an Expedia account related to Mr. complaint. We respectfully request that he provide us with the email address and
phone number used to book the reservations, and the generated itinerary numbers.
The requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a room at the *** Gardens in Savannah,Ga. for March 14-16,2020. I called starting March 12 to cancel trip due to Covid-19,I called over 30 times with no prevail. Only 3 times did I manage to talk to someone and I got the run around that the computers crashed each time and call back later. The confirmation # is *** and the itinerary # is *** dated March 3,2020.
Dear Revdex.com,It has been my pleasure to
assist with our customer’s recent Revdex.com Case # ***. Our findings and
resolution to the case are listed below.Findings: We can confirm our customer
made a reservation to stay at *** for March
14-16, 2020 with a non-refundable change or cancel policy. At the time of
booking our customer chose to purchase Hotel Booking Protection.Due to the unprecedented
situation affecting a great number of people's travel plans, an extraordinarily
high volume of emails, calls, chats, and social media posts have resulted
causing a delay in responses. While our customer service agents are working as
fast as they can to manage all requests and we have redeployed team members
from other parts of the business to assist, we acknowledge the experience has
been less than ideal and understand the impact this has had on our travelers. We have searched our system
for incoming calls and for cases. Unfortunately, we have no record of our
customer calling our customer care before or after the stay.On April 22, 2020 our
customer chatted with a virtual agent (not a live person) about getting a refund.
They were advised to try back later as all our representatives were working
with other customers and the wait time was very long. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. As a courtesy we contacted
the *** to verify if they had been contacted and
to advocate for a waiver on behalf of our customer. They had no record of our
mutual customer contacting them about this reservation. They were open and held
the room for our customer since the booking was never cancelled. Unfortunately, based on our
findings this booking is not eligible for a refund or a voucher. It is important to note that
our customer purchased the Hotel Booking Protection which may provide other
options. Unfortunately, we are not certified to address insurance questions. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations
RepresentativeGlobal Customer Operations |
Expedia
The following complaint is directed towards Expedia. In September 2019, I booked a flight to Canada with one additional passenger via Expedia (the airline carrier is ***) for a total of $878.40 for the roundtrip flight. Due to COVID-19, Expedia sent both an email and text message to me stating at the beginning of May, I had the option to cancel the flight for no additional penalties. On June 2, 2020 I called Expedia (866-327-8682) and after 40 minutes I spoke to a representative who stated that the flight was not eligible for a refund. Only a voucher for the flights could be offered and moreover, these vouchers were only valid for 1 year from the date of purchase which suggests that the vouchers would need to be used by September 2020. I stated to the representative that this wasn't documented anywhere regarding the expiration date of the vouchers. Moreover, I stated that as of the beginning of May, the prime minister of Canada has closed the USA-Canada border to nonessential travel. I requested a full refund to which the representative stated he would transfer my call to a supervisor. In doing so, the initial representative hung up on me. I received a call from the following phone number listed a Phoenix, AZ number (602-6038018) and this representative stated his name was Adrian and he was a supervisor. After approximately 30 minutes, this person stated that *** would not permit a refund for these tickets and that only a voucher could be offered. I requested for documentation and proof that it is ***'s policy to not issue a full refund. I also stated to this "supervisor" that the receipt of payment for the tickets is from Expedia and not from *** so it's inappropriate for Expedia to state a no refund could be issued. This representative stated he would transfer me to a "manager" so I was placed on a *2 hourhold with no communication from the "supervisor" about the status or progress update. Adrian hung up on me after approximately 2 hour hold and called me back stating he apologized for the long hold and was still in the process of locating a manager.
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased combined one way flights from Newark, NJ, USA to Calgary,
AB, Canada, from June 3, 2020 to June 1, 2020.The
customer canceled the flights. Under the airlines goodwill policy due to the
pandemic, the change fee can be waived when the tickets are rebooked, and they
are allowing use of the value to rebook new flights up to 24 months from the
original purchase date. The new flights must be with *** for the same
passenger and depart from the same country of origin. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate Correspondence Team
Due to COVID19, I was at severe risk of getting sick, Therefore I had to cancel my trip. Expedia sent me Email notification of my pending refund for my hotel reservation. Almost 2 months later and still no refund. I have spent countless hours on the phone with my bank and Expedia and still have no solution. I have learned my lesson to NEVER use Expedia's services again.
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased itinerary *** including four nights with the YOTEL
New York, check-in in on March 14, 2020, and roundtrip flights.Both the
flights and hotel were authorized for refund. The flights were refunded by the airline.
The hotel refund was processed by Expedia on April 22, 2020, but subsequently
canceled because the customer disputed the hotel charges through their credit
card company. The customer may contact their credit card to inquire on their
dispute.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
After contacting my credit card company, they have repeatedly told me that there was no refund sent to my account. Attatched are the letters from Chase bank, whom I have tried to dispute this charge with for the past SIX months. They can not do anything on their end, and Expedia still refuses to send me the refund. I am beyond frustrated and want my money back. I should have never used Expedia.
Sincerely
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.The customer purchased itinerary *** including
four nights with the *** New York, check-in in on March 14, 2020, and
roundtrip flights.As previously stated:Both the flights and hotel were authorized for refund. The
flights were refunded by the airline. The hotel refund was processed by Expedia
on April 22, 2020, but subsequently canceled because the customer disputed the
hotel charges through their credit card company. The hotel refund was $683.20, for the charge of the same
amount that was previously collected on January 14, 2020, transaction ID.The customer may contact their credit card company directly
regarding the credit card dispute and provide this as proof that the refund was
authorized. We cannot process the refund from our end without proof that the
credit card dispute was declined.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***I am rejecting this response because:This is the same exact response from last time. If you can read the documents I uploaded, ON JUNE 2ND 2020, THE LETTER CLEARLY SAYS, "We have mailed a letter to you informing you that the dispute has been closed. In another letter from chase, they say "We can't confirm you're due a credit because the services you purchased were received or available to use." What services? I never received anything. Once again, I am beyond mad at this point and want my money back. I am not accepting this pitiful response to my claim. Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Hi, I purchased 5 airline tickets through expedia.com to travel to Morocco. Our trip was scheduled to leave on April 4th. Due to the Corona virus, all flights were canceled. It took me 4 weeks to even get through to expedia.com to even get a response. I requested a refund and they said that they needed a refund voucher from the airline company which is ***. I mentioned to expedia.com that *** would refund tickets if the customer wanted a refund instead of the 12 month credit. This is mentioned in writing on *** website. It's in writing! Expedia reached out to *** and came back with the response of only issuing a credit that is only valid for 12 months. So if I don't use the tickets in 12 months, I'll lose out on about $5,000-. Who knows were we'll be in 12 months and if it'll even be safe to travel by then. I have 2 kids by the way. So safety is key! So I mentioned again to Expedia that *** has posted on their website that they are issuing refunds and again claimed that they'll only give me a 12 month credit. I've tried calling *** to resolve the issue, but they said I have to deal with Expedia since I purchase the tickets through them.
I would like to get a refund for the 5 tickets that I booked and not a credit. The fact that it's posted on the *** website that they will issue a refund and they're not refunding me is false advertising. My flight was canceled by ***. I did not cancel the flight. Now they are only giving a credit that expires in 12 months. It may not be safe travel by then. I haven't worked since the shut down and I'm not even sure if I'll be able to afford to take my family on a trip in the next 12 months? So if there is anything you can do to help get my refund I would GREATLY appreciate it!!!
Here is a direct copy from the *** refund policy due to the Covid-19.
"To allow their customers to plan and enjoy their future trips, *** offers the customers the refund of the ticket in exchange of a voucher. This voucher is valid 18 months from the date of issuance and is redeemable in cash after the expiry date. The vouchers issued previously will automatically benefit from this 18 months extension. We invite you to contact your travel agency or our 5 call center by sending an email to ***.com. We wish to reassure our clients that absolutely all their requests will be processed."
Thanks for your time!
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased four tickets in refundable economy fare with ***
for travel from New York, NY to Casablanca, Morocco on April 4, 2020, and returning
on April 18, 2020, via itinerary number ***.The customer
purchased another roundtrip flight for the same cities and departure flight,
but returning on April 25, 2020 via itinerary ***. This fare was a nonrefundable
and non-changeable economy fare.The
airline has closed off our ability to process refunds on their tickets via the global
distribution system in which they sell there fares, through Expedia and other
online issuers of their tickets. It seems the
message says they might be allowing the exchange of refundable tickets into an
18 month credit for future travel. On contacting them they stated they canceled
many flights due to government restriction during the pandemic and are not
providing refunds. Although the message noted by the customer states that at
the end of that period, if the vouchers are not used, they can be redeemed for
cash, only the airline would be able to do that. Tickets are purged at the end
of their validity, or at their expiration, and as such they are not available
to process a refund on. Tickets that are exchanged by the airline directly to a
voucher cannot be refunded as they would be in exchanged status; and, Expedia
would not be able to access vouchers issued by ***.We have
contacted *** to advise them of the customer request for refund and
to request further information to clarify. Once we receive a reply from them we
will be able to advise the customer further.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
We made a hotel reservation for *** for June 14-17 back in January of this year, before the COVID-19 pandemic hit the U.S. I spoke to the highest level of customer service at Expedia, and all Expedia will offer me for this reservation is a voucher that we will not use. I called *** on May 30th, and was told the hotel is currently closed to guests, and has no planned reopening date. (Expedia did not tell me this, even though I was told they contacted the hotel to see if we could get a refund.) We can't stay at the hotel because it is closed, and yet we can't get a refund. This trip was for a family reunion involving family members from around the world, some of which have now lost their jobs. There is no way of re-planning this family reunion next year during this pandemic. We have no plans on traveling to Portugal in the next two years, therefore the voucher is useless.
Expedia Itinerary #
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.We can confirm our customer made a reservation to stay at *** for June 14-17, 2020 with a non-refundable change or cancel policy. This reservation was cancelled on June 9, 2020 with full penalty. After the booking was cancelled our customer initiated a dispute through their financial institution. As our customer was restored the funds through the charge-back process, they will need to contact their financial institution for more information.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the funds were restored to our customer via the charge-back process, 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, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Complaint: ***
I am rejecting this response because:
I spoke to the front desk at *** on May 30, 2020 and confirmed that they were NOT open for business, and that there was no opening date for the hotel at that time. We disputed this charge because Expedia would not give us a full refund, and were trying to force their useless voucher on us. Expedia would not give us a refund, even though the hotel was closed and could not provide the service that we paid for.
We did not cancel this reservation. Expedia cancelled this reservation. Expedia is lying when it says we cancelled on June 9. We spent over 40 hours trying to resolve issues with Expedia via call center, email, and chat. EXPEDIA IS TAKING ADVANTAGE OF THIS PANDEMIC FOR THEIR OWN PROFIT.
Sincerely
Dear Revdex.com,
Thank you for giving us this further chance to address our customer's concerns regarding case number ***.As stated during our previous review, our customer has disputed this charge with their financial institution and was rewarded the funds back for this reservation. Thus, our customer has received a full refund as was their preferred resolution for this dispute.We apologize for any inconvenience, but we are glad to have been able to assist with this issue.
Sincere Regards,
The Expedia Group
I booked a trip to Greece with Expedia in Jan. 2020. Then, Covid19 broke out. I did not cancel my trip because I thought the plans still might go through. Expedia canceled my trip in April, though. There were several parts to my trip (main flight, smaller flights, different hotels). Each part was done in "packages" of flight + hotel. Little by little, I was informed by Expedia that key flights and hotels were cancelled. I was unable to contact Expedia as their line was constantly busy, they had no email address, and they had no live chat on their web site. I did not get any trip from Expedia, but now they want to charge me for my trip on my credit card. They are trying to steal from me. They have no reached out to me in any way except to send me emails about cancellations to which I cannot respond (when I hit "reply" to the email, it is not an email that can be responded to).
Expedia is trying to get its money when no product was rendered. This is stealing. I will never book through them again, and now my credit is ruined because I refuse to pay my credit card for a trip that was cancelled on me and that I didn't get to take. Expedia needs to provide a full refund.
July 13, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“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 her package
reservations under itineraries ***, ***, and ***.
We understand the customer is requesting a full refund of each booking due to
COVID-19. Our
records indicate that the customer self-cancelled the hotel portion for two of
the three bookings, under itineraries *** and ***, however
both refunds failed as the customer filed chargeback claims with her financial
institution for the full cost of all three package reservations booked on Expedia’s
website. In order for us to address Ms.’s concerns, she needs to cancel
all dispute claims with her bank for the itineraries in question. Once
completed, the customer must provide us with official documentation
from her bank, confirming that disputes were closed and no refunds were issued
for these bookings. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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.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,Gayana *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is incorrect about my booking. I did NOT cancel. My plans were cancelled by the airlines and hotels because of C19. It is impossible to contact Expedia as their phone is always business or takes you through a loop of options that ends with an automated "helper" that doesn't actually help. They have no live chat and no way to email them. They send out "hit and run" emails, i.e., emails informing me of information but with no way to reply back to them (when I tried, I get an error message). Thus, my only option was to dispute charges with my credit card. The one for $1368 has already been granted to me as I am in the right. The others are still being researched.
Expedia has an obligation to phone customers (or at least have a way for customers to easily contact them) when airlines and hotels cancel reservations. I don't really care what the excuse it, the customer should in no way be held responsible for the charges. Expedia makes it near impossible to for customers to discuss issues with them, and then they try to make customers pay for services that were not rendered. No.
Sincerely
I would like to report DECEPTIVE PRACTICES/FRAUD by EXPEDIA. We have been customers of EXPEDIA for almost 18 years. We have always expressed a high level of trust towards them. Not anymore. We had two tickets for a flight scheduled to Greece departing 5/26/20. ***, the airline involved, cancelled the flight. We spoke with *** twice. The first time, in April, *** told us the refund must come directly from EXPEDIA since they booked the flight. The *** representative said we are entitled to a full refund since the flight was cancelled by ***. The representative asked me to contact EXPEDIA and ask them to cancel the booking so that the refund can be initiated.
We contacted EXPEDIA and were told that the airline would want to issue a voucher, WHICH IS A LIE! We contacted *** again and spoke with Patrick. He said he did not know why EXPEDIA is giving customers a hard time. He gave us a TICKET WAIVER POLICY OVERIDE. He said that the override entitles us to a FULL REFUND and to let EXPEDIA know. Once again we contacted EXPEDIA and gave them the code. On May 1st, 2020, we were told by EXPEDIA that the refund would be forthcoming and that the request would be forwarded to the Refund Dept.
As of today, June 1st, we have not received it. We paid for the tickets on January 20, 2020. It is going on 5 months since they have held the money without intention of providing the service.
I checked with the District Attorney’s office in my area and was informed that amounts over $1500., are considered FELONY THEFT. In addition, the Department of Transportation has ordered all travel expenses to be refunded. I know its not their fault, BUT, it is not our fault either. Taking money from someone without earning it is called STEALING.
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 (“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 his itinerary ***. We understand Mr.
is requesting a full refund of his flight with *** due to an
airline-initiated schedule change.Upon review, on June 19, 2020, Expedia contacted
*** by phone with a refund request due to the airline-initiated schedule
change. The airline confirmed the customer is eligible for a full refund and
requested the refund request in writing via email. We sent the written request on the same day as
instructed. On July 13, 2020, we sent a follow up request to the airline. On
July 14, 2020, we received a response from ***, advising that due to the unprecedented
and overwhelming volume of requests they’ve been receiving, they have longer processing times. They
assured us that the refund will be processed in order in which it was received.
We will contact the customer directly as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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.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,Gayana *** Corporate Correspondence Team
Requested for a full refund without penalty for *** Flights that significantly changed my flight from a direct flight to a connecting to the *** Islands and was denied. Expedia claims that I accepted the change. I did not accept anything. My hotel was cancelled because the island is not allowing international flights in and out through September 1. Please keep in mind that my sister on the same flight was able to get full refund without penalty.
June 30, 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 (“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 complaint number ***) regarding a vacation package. Our records show that on October 25, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel is with *** and *** Airways, traveling from New York, NY to George Town, *** Islands departing on August 22, 2020 and returning on August 29, 2020. The package includes a hotel and package plan with stay at The *** Resort & Spa for a check in on August 22, 2020 and a check out on August 29, 2020, for a total of $2,783.32. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change. On February 18, 2020, Mr. contacted Expedia to discuss *** Airlines schedule change notification that was sent to him by email. Therefore, we provided Mr. with *** specific schedule to help accommodate him with his outbound flight. However, the return flight with *** Airways was unaffected by *** schedule change. In addition, Mr. accepted a certain flight with *** Airlines which caused his tickets to be updated. Furthermore, on May 20, 2020, Mr. contacted Expedia to request a full refund for the *** flight reservation. Regrettably, *** Airlines did not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. Additionally, the schedule change that affected the outbound flight was accepted, on February 18, 2020. In regards to the *** Airways flight, we emailed Mr. the following information:*** Airways has not offered a refund as their flight is still operating. If you wish to cancel your booking and obtain a future travel credit (prior to departure), please contact us at 1-800-EXPEDIA (397-3342) for details. Please note that we have not cancelled the booking on your behalf. You can refer to the *** Airways website for additional details as it gets closer to flight departure date.On May 30, 2020, Mr. contacted Expedia to request a full refund on the *** Airlines flight due to the Coronavirus travel disruption. To best assist Mr. with his request we contacted *** Airlines to advocate for a refund on the outbound flight. We informed Mr. that due to his schedule change acceptance back on February 18, 2020, *** is not permitting a refund.Between June 27, 2020 to June 30, 2020, Expedia discovered *** Airlines cancelled Mr. outbound flight. We then communicated with Mr. by email to determine if he prefers a refund or if he will accept a new flight. The Expedia email dated; June 30, 2020, advised the following,Dear ***,Re: ***Booking ID: ***Thank you for choosing Expedia.com for your travel plans.Due to a recent schedule change that was unaccommodating to your travel needs, you have opted to receive a full refund for your flight totaling $592.80You will be receiving your refund from the *** Airlines and this will take up to 6 to 8 weeks.As you have agreed to the refund option your reservation has been cancelled and cannot be re-instated.Thank you for choosing Expedia!The return flight with *** Airways is still active and scheduled to depart on August 29, 2020. This is based upon their non-refundable restrictions. In addition, *** Airways is the merchant of record (the entity that received the funds and is the company that charged Mr. credit card) for the return flight. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, an airline schedule change occurs. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.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. *** Airways flexibility policy is subject to change in order to align with specific updates depending upon certain parameters. We kindly recommend that Mr. visit *** Airways website to confirm the status of his return flight and to review the airlines flexibility policy. If the flight remains active and departs as scheduled, then Mr. may not be eligible for a refund. To better assist Mr. with his active return flight he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his full refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team